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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....

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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,...

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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,...

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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...

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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...

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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...

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If someone doesn’t ‘get’ what you’re talking about, do everyone a favour: say it’s your fault.

Trevor asked for a second chance  My friend Trevor told me a story and it went like this: "Earlier in the week I was at...

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The Dismissive: one of the 52 types of difficult people.

#38: The Dismissive type. Dismissive people are real downers. The Dismissive type of poorly behaved and difficult person let's you know they're not interested...

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Violent: one of the 52 types of difficult people.

#52: The Violent type. He caught everyone by surprise He marched in, fired off a volley of abuse and pushed over the water cooler. He...

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Five ways to give people some acknowledgement and recognition

Giving acknowledgement is more than just a nice thing to do. Giving people some acknowledgement - for their efforts, deeds and achievements, for their...

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Recent Posts
  • Webinar: How to Master Tough Conversations and Deal with Difficult People Wed 26 Aug 6pm
  • Tough Conversations: Don’t keep telling yourself it’s going to be tough
  • Tough Conversations: Deal with one concern, issue or problem at a time
  • Tough Conversations: Don’t expect them to agree with you.
  • Tough Conversations: Be prepared for responses, especially those you’d rather not get.
Categories
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  • strategies for dealing with difficult people
  • The Psychology of Human behaviour
  • What is a difficult person?
  • Work together in harmony
Mark’s Contact Details

+61 403 914 835

mark@markmcpherson.com.au

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