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
Presenter:
Heather Swartz, Partner, Agree Dispute Resolution Inc.
Heather Swartz, MSW is a partner with Agree Incorporated. She provides civil, workplace and family mediation, facilitates Partnering and Relationship by Objective workshops, conducts workplace assessments, restorations and investigations and provides individual conflict coaching. Heather designs and delivers customized conflict management training in the areas of Interest-Based Negotiation, Mediation for Managers, Basic and Advanced Conflict Management, Handling Difficult Conversations and the Respectful Workplace. She is an Instructor for Mediation Certificate programs. For nine years she served the Town of Dundas as a School Board Trustee. Heather has received the Chartered Mediator (C. Med.) designation, Certified Family Mediator (Cert. F. Med.) and the Accredited Family Mediator (Acc.FM.) designation. She has been a member of the Board of Directors for the ADR Institute of Ontario since 2003, and is currently serving as Past-President. .