52 Types of Difficult People – some clips from a presentation
I delivered a presentation on How to Deal with Difficult People. The presentation began with a look at the 52 Types of Difficult People...
How to Deal with Difficult People – some clips from a presentation
I delivered a presentation on How to Deal with Difficult People. These two videos are made up of some clips from it. The first video...
Master Tough Conversations – some clips from a presentation
I delivered a presentation on How to Master Tough Conversations. These two videos are made up of some clips from it. The first video is...
Instil Best Practice Behaviour – some clips from a presentation
I delivered a presentation on How to Instil Best Practice Behaviour. These two videos are made up of some clips from it. The first...
Two things about failure we should accept
The other day, someone told me they don't use the word 'failure' in their house. No one is ever a failure they said....
How to tell someone their behaviour is unacceptable: the FEWER script
Being Diplomatically Assertive is the key Sometimes we need to tell someone their behaviour wasn’t acceptable – what they did was against the rules,...
The customer is always right. No they’re not.
Some customers are a little annoying The simple reality is some customers are a little annoying and frustrating. Some can't make up their mind,...
How to Master Tough Conversations. The Golden Rule: Only Use Facts. (It’s harder than you think.)
First, the video (It has captions so you can watch it without disturbing others.) Second, the transcript. What's the one thing? Hi, I'm Mark McPherson. After...
The Complainer: one of the 52 types of difficult people.
#41: The Complainer We've all complained about something, right? Have you ever said to someone you’re unhappy about something? And gone on to say you...
The six essential ingredients for delivering a brilliant customer experience. Have you got them covered?
I'm on holidays I couldn’t be happier. I’m on holidays and sitting in one of my favourite cafes. And I’m looking forward to relaxing...