Conflict Resolution: Difficult Conversations

Date and Time

Starts:09/30/2020 8:30 AM

Ends:09/30/2020 4:30 PM

Event Type: Workshop

7 CPD Hours Hour(s)

Yorkville Conference Center 150 Bloor St W, 2nd FL Toronto, ON


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

Event Sponsor

Conflict in the workplace is inevitable. This session boosts your ability to deal with “unreasonable” people, manage difficult situations and handle sensitive issues by developing an interest-based negotiation framework and enhancing your listening skills. Learn how to shift a difficult conversation to a learning conversation.

What you’ll learn from this session:

<  When and how to apply interests-, rights- and power-based approaches to resolving conflict

<  Using the Triangle of Satisfaction as a tool to uncover the three types of interests people often have

<  Strategies and practice for dealing with angry people


We are listening to you, our Members.

You have provided feedback that you would prefer to receive soft copies of presentations instead of printed materials, in order to be mindful of the environment and to reduce our carbon footprint.  Therefore, in 2019, HRPA Professional Development will, whenever possible, provide a soft copy of the participant course material.  We will not produce printed materials unless there is reason to do so (e.g. program format).

If you absolutely need a hard copy, we request that you print and bring it with you.  Hard copies will not be available on site.

Thank you for your understanding.

PD Team


Speaker bio(s)
Speaker Shelley Stirling-Boyes

Shelley Stirling-Boyes

Shelley Stirling-Boyes is an Associate with Agree Incorporated. She specializes in the development and delivery of customized conflict management and communication skills training as well as providing workplace and family mediation, workplace assessments, conflict coaching and partnering facilitation services. Shelley is an Accredited Family Mediator, Vice-Chair of the Conflict Management Coaching section of the ADR Institute of Ontario, a Roster Mediator with Peel Family Mediation Services and a 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 a coach for Dispute Resolution 1&2, part of the Conflict Management Certificate Program at Conrad Grebel University College, University of Waterloo.

Speaker Heather Swartz

Heather Swartz, Partner, Agree Dispute Resolution Agree Inc

Heather Swartz, MSW, is a Partner 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.