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Why am I scared when dealing with conflict?

How can I overcome that?

Introduction to Conflict Resolution: Dealing with Difficult People is our foundational course, that all other courses are built on. For this reason we highly recommend that this be the first course you take from us.

Find out how to transform conflict into something positive, while proactively preventing unnecessary future conflict from happening.

Interacting with difficult people can lead to anxiety, irritability, defensiveness, anger, mood swings and a feelings of helplessness in the workplace. Consequently, productivity and morale are often compromised. Our workshop provides you with the crucial tools to transform conflict into a springboard for positive change at work and beyond.

Course Objectives

Participants attending this workshop will have the opportunity to:

  • Explore personal case studies in order to consider how they respond to difficult people and conflict situations and how that affects their lives
  • Learn communication skills to use in difficult situations
  • Increase their ability to proactively engage others to resolve conflicts
  • Learn and practice processes for clearing up misunderstandings, recovering from mistakes and resolving disagreements

How do you respond when a friend, family member, employee or colleague come to you for support as they struggle through conflict?

Learn the importance of assessing conflict situations in order to determine the best response.

What do you do when coworkers, friends or family ask you for support as they struggle through conflict? Participants will learn skills and techniques that will help them coach others towards creating lasting solutions.

Course Objectives

Participants attending this workshop will have the opportunity to:

  • Understand the role of a conflict resolution coach and to become aware of both its opportunities and limitations
  • Gain insight into the areas in their lives in which they play the role of coach, as well as reflect on new opportunities to influence the resolution of conflict in collaborative ways
  • Learn and practice key elements of the resolution coaching process
  • Explore the effect assumptions, about conflict, have on their responses to conflict, particularly as an informal third-party
  • Increase their ability to analyze conflict situations in the role of an informal third-party

Why are we angry during conflicts?

What exactly is anger anyway, and why do we feel it?

How can I deal with someone who is angry?

How do I stay calm so I don’t say something I’ll regret?

Explore what anger is, and productive ways to manage and respond to it, both within yourself and others.

Anger can be an intense and even intimidating emotion. This makes dealing with anger, while in conflict, a particular challenge. Increase your self-awareness around anger, and explore healthy, productive ways to manage and respond to anger, both within yourself and with others.

Please note: This is not anger management therapy.

Course Objectives

Participants attending this workshop will have the opportunity to:

  • Understand why we get angry
  • Understand the way our bodies react when we are angry and why people behave differently in response to anger
  • Gain self-awareness regarding their own beliefs about anger and their patterns of response
  • Learn to respond more effectively and communicate to their own anger
  • Practice responding effectively to another’s anger using specific communication skills and strategies
  • Increase their overall confidence about responding to anger on a day-to-day basis in healthy, constructive, and creative ways

What can I do about conflict as a leader?

What should I do if my employees, or people who report to me, are not getting along?

Considered best practices for managers and supervisors dealing with employee conflict. Learn to be proactive and effective in regards to managing and leading others through conflict. Learn how to facilitate a mediation session between two people with whom you have a relationship and where you are not necessarily neutral or where you clearly have a vested interested in the outcome.

Managers, supervisors, elders and community leaders will all face times when they are called to step in and address conflict. Take your leadership development to the next level by learning to be proactive and effective in dealing with conflict. This intensive workshop provides leaders with frameworks and skills to facilitate a mediation session between two people with whom they have a relationship and where there is a vested interest in the outcome.

Course Objectives

Participants attending this workshop will have the opportunity to:

  • Explore how to maintain the role of a fair, third-party mediator when they are one of the stakeholders in the dispute and/or they have relationships with the parties involved
  • Consider some of the unique challenges of mediating with parties with whom they have personal history, to whom they may need to provide ongoing feedback and/or performance management, and when they – as a leader – may also need to acknowledge their own contribution to the tensions between the parties
  • Learn the practical stages and steps involved in settling up an "insider" mediation as well as how to actually lead the face-to-face conversation between two conflicted parties
  • Learn how to coach both parties to consider and accept their contribution to the conflict, and facilitate the acknowledgement of these to each other
  • Examine the role and conflict management style in responding to conflict between others

Why is giving feedback so hard?

How can I give better feedback?

Learn how to deliver feedback in a way that allows individuals the opportunity to change their problematic behaviour.

Giving feedback, whether positive or negative, can be very difficult and cause us stress. In this interactive course, participants will learn how to deliver feedback in a way that allows individuals the opportunity to change their problem behavior.

Course Objectives

Participants attending this workshop will have the opportunity to:

  • Engage in the 2 kinds of conversations that build and support positive relationships;
  • Have the 2 types of specific conversations that result in a behavior change while still maintaining the relationship with the employee;
  • Understand the consequences of not being proactive in having these conversations;
  • Adjust conversations when speaking to the direct blunt employee, as well as the indirect sensitive employee (adding art to the science);
  • Understand the role of defensiveness and respond well to defensive energy;
  • Examine the interaction of ongoing feedback and performance evaluations;
  • Give feedback to reinforce positive behaviours;
  • Understand the impact of your tone and body language (meta talk);
  • Describe problematic behaviour without judgement or evaluation;
  • Understand better their personal reactions to receiving feedback;
  • Develop an increased ability to screen and assess difficult situations to determine the best way to make an approach when a difficult conversation is required.

Why do I dread going to work?

How can the workplace be a safer and happier place?

Looking at the roles and responsibilities of all people in the workplace to build a happy, safe and productive environment.

Harassment investigations and grievance processes cost organizations time and money. This course focuses on individual responsibilities and actions for building a respectful workplace.

Course Objectives

Participants attending this workshop will have the opportunity to:

  • Explore experiences of disrespect
  • Learn how to effectively respond and recover as source, target, and observer of disrespect in the workplace
  • Gain insight into the person in authority’s responsibility in maintaining a respectful workplace

Are cultural differences and/or misunderstandings causing conflicts at work?

Cultural diversity is a universal reality. So is conflict. Knowing how to deal within a culturally diverse world will increase your success at work and in your relationships. Learn how to recognize the cultural elements in conflict and gain a framework for working in cross-cultural settings.

Our environments at work and play are becoming increasingly diverse. Cultural diversity is what makes life interesting however, at the same time diversity can contribute to or increase tensions (bumps, clashes and collides) resulting from diverse interpretations / world views, styles, meanings. Communication norms vary greatly across cultures. Cultural competency is an essential skill across sectors, roles, ages and disciplines. Cultural sensitivity is essential for building and maintaining healthy, productive and respectful workplaces and communities. In this course participants will examine the dynamics and complexity of culture, including reflecting on and articulating their own culture (disclosure) and practicing how to proactively seek to discover and better understand the cultures of the people around them (inquiry). The emphasis being learning to recognize diversity factors and value them such that we can adapt, build bridges and reconcile differences.

Course Objectives

Participants attending this workshop will have the opportunity to:

  • Examine the meaning and elements of culture
  • Reflect on and work towards articulating one’s own culture
  • Recognize and value or appreciate the diverse cultures around us
  • Understand how cultures interact and collide
  • Engage tools to enhance communication between cultures
  • Explore behaviours and subsequent links to beliefs and values

Do you struggle with being assertive?

Are you lacking the confidence and self-esteem to communicate effectively?

Do you find yourself blowing up and then regretting it?

People often struggle with finding the balance between passive and aggressive communication. Assertive communication is expressing what you feel, what you need, and how it can be achieved in a way that is strong, open, tactful and effective. In this session participants will explore the theory and application of assertive behavior and communication.

Course Objectives

Participants attending this workshop will have the opportunity to:

  • Increase their understanding of assertiveness
  • Develop a greater understanding of their own individual patterns; passivity, assertiveness, or aggression
  • Examine blocks to assertiveness
  • Increase their ability to constructively confront others
  • Apply assertive communication skills
  • Learn and practice tactics for "turning up the heat"
  • Identify their own body language and recognize the effect of body language on communication
  • Examine barriers to saying "No," and develop strategies for setting boundaries

Do you feel overwhelmed from conflict?

Does life sometimes seem to be too much to handle?

Some people meet conflict and life’s demands with optimism and elasticity; while others become stuck and overwhelmed. Identify the attitudes of resilient people and practice skills to help you be more resilient.

Some people meet conflict and life’s demands with optimism and elasticity; while others become stuck and overwhelmed. Identify the attitudes of resilient people, and practice skills to help you be more resilient.

Course Objectives

Participants attending this workshop will have the opportunity to:

  • Increase their understanding of stress and resilience
  • Identify patterns of short-term, sustained and chronic stress
  • Develop skills and attitudes for managing stress
  • Deepen a sense of one’s own resilience

Are conflict and arguments common at your workplace?

By understanding your personal communication style and how it interacts with other, you can create a positive, productive workplace. Assess your natural strengths and how your communication style changes under stress.

By understanding your personal communication style and how it interacts with others, you can create a positive, productive workplace. Assess your natural strengths and how your communication style changes under stress.

Course Objectives

Participants attending this workshop will have the opportunity to:

  • Learn a common language with which coworkers can discuss, problem solve and reach agreements about improving workplace communications
  • Practice specific strategies for "bringing out the best" in themselves and in others
  • Understand what is most likely to "bring out the worst" in others
  • Identify aspects of troublesome behaviours which have potential to be changed and those which are highly resistant to change, characteristics that are likely better accepted as "in the nature" of a person’s style

Are generational gaps a source of conflict for you or your team?

Each generation - Veterans, Boomers,Gen X, Gen Y, Millennial - has unique expectations, communication styles and needs. Learn tips and strategies to manage each generation effectively. This is an essential course for 21st century leaders.

Each generation Veterans, Boomers, Gen X, Gen Y has unique expectations, communication styles and needs. Learn tips and strategies to manage each generation effectively and to manage relationships between generations. This is an essential course for 21st century leaders.

Course Objectives

Participants attending this workshop will have the opportunity to:

  • Learn the five generational work cultures
  • identify their generational work culture and the challenges of working with other generations
  • Examine the ways in which the five generations clash at work
  • Understand ways to effectively manage employees from all five generations
  • Understand what motivates them and other employees
  • Learn how to adapt their leadership style to motivate others
  • Differentiating between the "supportive coach" role and the "performance management accountability role"

Are you putting off those big conversations due to stress?

Entering significant conversations can be incredibly stressful and effectively navigating them can be difficult. This course helps participants develop skills to transform differences, tensions and conflicts into effective communication.

Entering significant conversations can be stressful, and effectively navigating them can be difficult. This course helps participants develop skills to transform differences, tension and conflict into effective communication.

Course Objectives

Participants attending this workshop will have the opportunity to:

  • Develop a greater understanding of how to constructively initiate difficult conversations
  • Gain an increased understanding and ability to turn negative situations into productive difficult conversations
  • Learn ways to express what matters most in ways that others are increasingly likely to understand and not reject
  • Practice the principle of curiosity and truly understand another’s reality
  • Re-examine a real life experience discovering strengths they have exhibited and opportunities where course principles could be applied

This interactive training demonstrates the value of alternative dispute resolution as it relates to harmful incidents. Rooted in a restorative approach to conflict, participants will learn intervention techniques to effectively address the harm created by a violation, act of disrespect or crime.

This training will focus on frameworks for understanding conflict and justice, developing advanced communication skills, and practicing an incident based mediation model. Following this workshop, participants will be familiar with processes that meet both the short term and long term needs of those directly involved in the situation as well as the interests of their communities.

Throughout the training, concepts are taught and then experienced using a combination of lecture, stories, discussion, exercises, case studies and role play.

Learning Objectives:

  • Participants will increase their awareness of the experience of harmful behaviour on victims, offenders and the community by exploring retributive, restorative and transformative forms of justice.
  • Participants will develop their capacity to support individuals who are harmed by offensive behaviour in the role of third party facilitator by learning and practising an incident based mediation model.
  • Participants will enhance their communication skills by practicing active listening, assertive communication and asking effective questions in the role of third party facilitator.

How do you get team buy-in for major organizational changes?

How can you work through change as smoothly as possible?

Changes in an organization or group can contribute to conflict - causing tensions, disagreements and misunderstandings. Explore how to plan for, and move through, group or organizational change in a more positive way. We will look at critical communication, obtaining buy-in and commitment from others, and providing support to those we are leading through the change process.

Changes at the organizational or group level can contribute to conflict, causing tensions, disagreements or misunderstandings. Explore how to plan for and move through a group or organizational change in a way that reduces conflict and tension. We will look at critical communication during change, obtaining buy-in and commitment from others, and providing support to those we are leading through the change process.

Course Objectives

Participants attending this workshop will have the opportunity to:

  • Increase their understanding of how change is experienced
  • Learn the critical pieces need for communication and dialogue about change
  • Build capacity to support others through change
  • Gain an understanding of what is necessary for leaders when making organization change successful and tips for implementing organizational change
  • Reflect and plan for a change they are part of leading

Is change scary for you?

Changes can bring about strong and diverse opinion and feelings that can cause conflict in communication. Gain insights into your orientation to change and develop strategies for moving yourself through the stages of change.

Changes can bring about strong and diverse opinions and feelings that can cause conflict in communication and increase tensions in relationships. Learn through reflection and discussion the terms related to the change. Gain insight into your orientation to change and develop strategies for moving yourself through the stages of change.

Course Objectives

Participants attending this workshop will have the opportunity to:

  • Discuss the definitions of terms related to change; the stages of going through change; and the external and internal factors that bring about change
  • Determine their own personal style in relating to change
  • Uncover myths and realities regarding change
  • Examine how change can impact relationships and create conflict
  • Explore the importance of preparation and support in effectively implementing and managing change initiatives
  • Discuss the importance of resiliency when dealing with change

Why can’t I find the right person to fit this position?

How can I empower my employees?

Everyone has their inherent strengths and weaknesses. This course will teach you how to discover those strengths and weaknesses and use that knowledge to the company’s/organization’s advantage. Stop trying to fit a square peg in a round hole.

Strengths-based approaches focus on the inherent strengths of individuals, families, groups and organizations. This approach stands in contrast to looking at what is not working to a focus an asset-based approach where the goal is to promote and build on the positive to support empowerment and development.

In this one day course we will look at both the appeal and philosophy of strength based approaches. We will explore Appreciative Inquiry (AI) and SOAR (Strengths, Opportunities, Aspirations and Results) processes that are strength based approaches to strategic planning. In addition we will examine strength based approaches to performance enhancement from spontaneous positive feedback, strength based coaching to formal appraisal systems (i.e. SDI –Strengths Deployment Inventory and Strengths Finder).

COURSE OBJECTIVES:

Participants attending this workshop will:

  • Understand the philosophy behind strength based processes in the workplace;
  • Learn why strength based processes have become so significant;
  • Learn the foundations of Appreciative Inquiry and experience the inquiry process and contexts to use AI;
  • Learn the basic elements of SOAR (as compared to SWAT) and how to use it in strategic planning; and
  • Look at a number of strength based inventories and their role in personal development, performance coaching and feedback.

Who Should Attend:

This workshop would be interesting for anyone who would like to understand the move towards strength based processes and a number of available methods and inventories. In particular, the course will focus on how to assist managers and trainers on leading individuals or intact work groups through processes that would not only focus on the positive but also build best practices.

What if we can’t agree to anything?

How can we finish an argument with such different views?

Here, participants develop skills to move from opposing positions to build on underlying commonalities and interests to resolve disagreements.

Participants develop skills to transform exchanges from the clash of opposing demands (positions) to building on underlying interests. Learn how to analyze common, different and incompatible interests and to explore ways to use the analysis to resolve disagreements and transform relationships.

Course Objectives:

Participants attending this course will have the opportunity to:

  • Develop a deeper understanding of the concept of positions and how they are motivated by underlying interests
  • Learn ways to shift judgement to curiosity
  • Understand and recognize the differences between wants, needs, and values
  • Identify common, different and incompatible interests
  • Learn ways to deal with incompatible interests
  • Explore theories of human needs and their impact on conflict

This course is designed to build knowledge and inspire the change needed to work toward reconciliation.

Centred in the Truth and Reconciliation Commission (TRC) Principles of Reconciliation, the course will help participants develop a deeper understanding of our shared history, current realities and the work of the TRC. The day will also include practical ways for supporting reconciliation work, including how to implement the TRC Calls to Action.

Wondering how to maintain accountability with students, without creating tension and distance?

Interested in integrating restorative practices into the classroom?

Developed for schools, Restorative Practices is about responding to harm and conflict in ways that build connection and learning rather than causing shame and isolation.

Restorative Practices are a collection of approaches designed to restore and build relationships particularly in the wake of conflict and harm. They generate social capital and promote social discipline through participatory processes. Using restorative approaches provides important opportunities for the development of social skills and positive values.

This workshop will explore what it means to work within a restorative mindset and how this can be realized in your schools. You will have the opportunity to enhance your communication skills and learn models that aid in the application of a restorative approach. Restorative practices provide frustrated parents and educators alike with new strategies for effectively addressing challenging behaviors and the issues which underlie them.


*Please note that some of our course offerings are only available in-house.

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