Conflict Resolution: Difficult Conversations

Date and Time

Starts:10/18/2022 8:30 AM

Ends:10/19/2022 12:00 PM

Registration Closes:10/17/2022 12:00 PM

Event Type: Workshop

7 CPD Hour(s)

Partner's Virtual Platform


HRPA Members:
$450 + Taxes
$560 + Taxes
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Additional Information

Event Sponsor

Conflict in the workplace is inevitable. This session will enhance your confidence and ability to manage workplace conflict, deal with "unreasonable" people and approach sensitive issues by developing an interest-based negotiation framework. Practice key communication skills and questioning skills employed in effective conflict management. Learn how to shift a difficult conversation to a learning conversation.

This Program counts for seven (7) CPD hours and combines live virtual instruction through Zoom with hands-on experiential learning through plenary discussions and break-out exercises.

Live Virtual Sessions: There will be online instructor-led modules, supplemented by a power-point presentation. Practical examples and experiences will be shared.
Materials: Participants will be provided with session workbooks and exercises to follow along with the content covered and to take notes.
Peer Learning and Group Work: Participants will have the opportunity to learn from each other while answering questions and sharing experiences and observations throughout the workshop and during small group exercises.
Time Commitment:  This Program will be delivered in two half-day sessions. Participants will spend three (3.5) hours each day participating in the virtual sessions and accompanying exercises.  The in-class virtual modules will be held as follows:

Module 1 – Tuesday, October 18, 2022 (8:30 a.m. – 12:00 p.m.)

Module 2 – Wednesday, October 19, 2022 (8:30 a.m. – 12:00 p.m.)


Program Agenda:

Day 1

  • Exploring the Nature of Conflict
  • Using the Triangle of Satisfaction as an analytical tool to understand the broad range of interests people often have
  • When and how to apply interest, rights and power-based approaches to resolving conflict
  • What is Brainfishing?
  • Questioning skills to cause reflection and move people from their positions and focus on interests as a way of breaking impasse
  • The Three Dimensions of Communication

Day 2

  • Key communication skills including active listening skills and effective questions
  • Reframing negative language into a more productive, future-focused discussion
  • Understanding the three conversations that take place during a difficult conversation
  • Shifting a difficult conversation to a learning conversation

Speaker bio(s)
Shelley Stirling-Boyes, Associate, Agree Incorporated

Shelley Stirling-Boyes, B.A., Acc. FM, has been an Associate with Agree since 2007 and has worked in the field of ADR for over 20 years. Her practice includes the delivery of customized conflict management and communication skills training, workplace and family mediation, workplace assessments and restoration, individual conflict management coaching and partnering facilitation services. Shelley is an Accredited Family Mediator and Co-Chair of the Conflict Management Coaching section of the ADR Institute of Ontario. She is a former Mediation Supervisor with Peel Family Mediation Services and facilitator for the Ministry of the Attorney General’s Mandatory Information Program. She is on the Ontario Public Service vendor of record for workplace mediation and restoration and is an instructor of Dispute Resolution 1&2, for the Conflict Management Certificate Program at Conrad Grebel University College, University of Waterloo.

Heather Swartz, Senior Consultant

Heather Swartz, MSW, is a Senior Consultant with Agree Incorporated, a conflict management firm providing a broad range of dispute resolution services since 1993. Heather’s practice includes workplace and civil mediation, workplace assessment and investigation services, individual conflict coaching and facilitation. She designs and delivers customized conflict management training in the areas of Interest-Based Negotiation, Basic and Advanced Conflict Management, Managing in a Unionized Environment, Handling Difficult Conversations and the Respectful Workplace. She is an instructor for the Certificate in Conflict Management Program at Conrad Grebel University College, University of Waterloo. Heather is a Chartered Mediator, past President of the Alternative Dispute Resolution Institute of Ontario (ADRIO) and the 2017 recipient of the ADR Institute of Canada (ADRIC) Lionel J. McGowan Regional Award of Excellence.