Conflict Resolution: Difficult Conversations

Date and Time

Starts:07/18/2023 8:30 AM

Ends:07/19/2023 12:00 PM

Registration Closes:

Event Type: Workshop

7 CPD Hour(s)


HRPA Members:
$495 +Taxes
$595 + Tax
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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 – July 18, 2023 (8:30 a.m. – 12:00 p.m.)

Module 2 – July 19, 2023 (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

Registration Difficulties/Questions: Please reach out to the Professional Development team at

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

Shelley Stirling-Boyes is an Associate with Agree Incorporated, in Dundas, Ontario. She has worked in the field of Alternative Dispute Resolution for over 20 years. Shelley’s practice includes the delivery of customized conflict management and communication skills training, workplace mediation, workplace assessments and restoration, individual conflict management coaching and partnering facilitation services. She is an Accredited Mediator, Co-Chair of the Conflict Management Coaching section of the ADR Institute of Ontario and an instructor of Dispute Resolution for the Conflict Management Certificate Program at Conrad Grebel University College, University of Waterloo. Shelley is a graduate of the University of Guelph and McMaster University.

Kelly Brown

Kelly Brown has a broad range of experience in dispute resolution, having practiced as a mediator, facilitator, early resolution officer, and conflict coach since 2021.

Kelly is an Associate of Agree Inc., where she assists in mediations, workplace assessments, conflict coaching, interviews, training, and team restorations. Kelly has provided workplace assessments and workplace restorations for a variety of non-profit organizations, and municipalities.

Kelly is also an adjunct instructor at the University of Waterloo since 2014, teaching Conflict Resolution in the programs of Legal Studies and Peace in Conflict Studies.

She holds a Bachelor’s and Master’s degree in Peace and Conflict Studies from the University of Waterloo and a certificate in Conflict Management from Conrad Grebel University College.