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Conflict Resolution: Difficult Conversations

HR Domains (Career GPS): Employee Relations; Organization Design and Development; HR Leadership

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


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.
Shelley Stirling-Boyes, Associate, Agree Inc.
Shelley Stirling-Boyes, is an Associate with Agree Incorporated. She has a broad range of experience in dispute resolution. She specializes in the development and delivery of customized conflict management, communication and interest-based negotiation training. She coaches participants on preparing for difficult conversations and managing high conflict situations in the workplace. She conducts workplace assessments, provides partnering facilitation services and offers comprehensive family mediation. Shelley is an Accredited Family Mediator (Acc. FM), a member 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 a graduate of the University of Guelph and McMaster University.


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March 7, 2013
8:30 AM - 4:30 PM​
Domain (Primary)
Employee Relations
Event Type
Recertification Points

Recertification Points 

10 Points
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HRPA Learning Centre
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Suite 200
Toronto, ON
M5S 2X9
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