Mark’s Blog

FREE Webinar: How to Master Tough Conversations and Deal with Difficult People

On Wednesday the 26th of August 2020

at 6pm to 7.30pm AEST (Australian Eastern Standard Time – the east coast of Australia).

It is FREE. Free to join. Free to watch. Free to ask questions.

There is also  a paid version ( $99 ) for those who want more. Watch the webinar. Get the recording, Get a 30 minute call with Mark for support with your unique circumstances.

Follow this link to register.

Some conversations are tough – tough to think about and tough to have. But the really tough bit is often overlooked.

It’s getting the result you’re really after and, at the same time, ending up looking good. So it’s no wonder we sometimes put them off, and sometimes for far too long.

Maybe you need to speak up to someone in authority. Maybe you need to tell someone you’re not happy with their behaviour. Maybe you need to raise a personal issue with someone. Or maybe you need to deliver bad news.

But whatever it is, there are sets of strategies you can use to make sure you say what needs to be said, things run smoothly and you get the outcome you’re after.

On the other hand, dealing with difficult people can be annoying, frustrating and painful. Although there are 52 types of difficult people, they all have one thing in common. And knowing this allows us to implement a modern approach with modern strategies.

Assertiveness or, more specifically, diplomatic assertiveness and the use of Personal Conversation Scripts, are at the heart of Mastering Tough Conversations and of Dealing with Difficult People.

You will take away from this webinar a set of down-to-earth, practical strategies you can immediately use in the workplace, at home and in your social and personal life.

Three Key Learnings

1. Easy to use Frameworks for Mastering Tough Conversations, Dealing with Difficult People and How to be Diplomatically Assertive.

2. A set of Guiding Principles you can apply to every situation.

3. A set of down-to-earth practical strategies you can immediately use as soon as you leave the webinar.

Key take-aways from the webinar

1. Why bad behaviour is not the same as difficult behaviour and why it matters.

2. There are 52 types of difficult behaviour (commonly called difficult people) but they all have one thing in common.

3. The old ways of dealing with difficult people (or what should be the old ways) and why you deserve better.

4. The relationship between dealing with difficult people, tough conversations and assertiveness.

5. How to make use the three categories of reasons why some conversations are tough.

6. The seven main types of tough conversations and where they overlap and where they differ.

7. Why we bother with difficult people and tough conversations.

8. The three big types of assertiveness: Dishonourable, Diplomatic and Reckless.

9. Guiding Principles and how they put you on the right track.

10. To act or not to act: A formal decision-making process.

11. The three steps to successfully Dealing with Difficult People and being Efficient, Effective and Ethical.

12. How to Nail the Violation.

13. A list of strategies which have been tried and tested in the real world – they work!

14. How to Tailor the Strategies to fit your needs.

15. How to Personalise your Approach.

16. How to combine what you say, how you say it and what you do and look like when you’re saying it for maximum impact.

17. The three steps to Mastering Tough Conversations and getting the Best Possible Result.

18. How to Take Control of The Conditions.

19. How to Take Control of Your Scripts.

20. How to Take Control of Your Deliveries.

21. Mark’s collection of Scripts and a close look at three of them.

22. Some common mistakes and how to avoid them.

23. How to ‘get good’. Seven reasons why traditional role-plays fail us and what to use instead.

About Mark McPherson

Mark has more than 40 years experience and he’s proud of it. He’s been a team member, a team leader, a manager and a manager of managers. He’s been a Tourist Guide, Science Teacher, Lecturer (Health Education and Behaviour Management), Senior Education Officer (TAFE Drug and Alcohol Education Program and NSW Board of Studies), Senior Health Promotion Officer, HIV/AIDS and Sexual Health Coordinator and Manager of Professional Development (NSW Heath), and Team Leader (Drug Programs Coordination Unit, NSW Police). He‘s been independent program evaluator, researcher, instructional designer and educator. Mark helps business owners, managers and employees, at all levels of all organisations, Master Tough Conversations, Deal with Difficult People and Create Workplaces where People Work Together in Harmony. Mark has formal qualifications in science, health, education and psychology – MEd, BSc, GradDipEd, GradDipHealth, GradDipPsych & DipHypn.

How to register

Follow this link.



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