Conflict Resolution: Difficult Conversations

Date and Time

Starts:03/09/2017 8:30 AM

Ends:03/09/2017 4:30 PM

Event Type



Yorkville Conference Center

150 Bloor St W

Toronto, ON


HRPA Members:
$495 + Taxes
$595 + Taxes
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Additional Information

To determine if your company qualifies to have the costs of this program covered through a grant, click here.

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

Speaker bio(s)

 Shelley Stirling-Boyes

Shelley Stirling-Boyes

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.

 Heather Swartz

Heather Swartz, Partner

Heather is a partner with Agree Incorporated providing workplace, civil and family mediation. Her services also include conflict coaching, workplace assessment and investigation services, and delivering customized conflict management and interest-based negotiation training. She is an instructor for several continuing education programs in the Certificate in Conflict Management Program at Conrad Grebel University College. Heather's mediation style could best be described as both pragmatic and tenacious. She possesses the ability to connect with parties and put them at ease in the mediation setting, particularly when there are sensitive issues. Heather respectfully challenges parties to assess risks and explore creative options as she encourages them to overcome the barriers to settlement.

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