Executive and Professional Development

Foundations of Conflict Resolution

Conflict is like air. It is all around us and unavoidable. It occurs in organizations, workplaces and relationships. Conflict situations are challenging to deal with, but they don’t have to be confrontational or destructive. Individuals are often unsure how to approach situations in order to do both: resolve the situation effectively and keep the relationship intact. 

This course will provide participants with a practical and powerful approach to dealing with conflicts effectively. You will leave with: knowledge, skills, techniques, and an introduction to a world renowned process called “Interest Based Negotiation (IBN)” to deal with any situation.

We begin our journey to creating a better and more respectful existence. Resolution starts with us!

Participants will receive a copy of Getting to Yes by Roger Fisher and William L. Ury.

Foundations of Conflict Resolution is a required seminar for the Certificate in Managing Conflict.

DATES - 2 Day Seminar

February 5 - 6, 2018

Facilitator: Michael E. Petitpas, BEd, CRCert
Location: Saint Mary's at the World Trade Centre, 8th Floor, 1800 Argyle Street



Program Content

Understanding Conflict

  •           What are the impacts and costs associated with unresolved conflicts?
  •           About conflict: Escalation patterns, myths and attitudes surrounding conflict

 Choices to dealing with conflict situations

  •           Formal and informal spectrum
  •           When to use ADR and when to "have the conversation"!

How people handle conflict situations

  •           Thomas - Killman Survey
  •           Discovering more about self, others and the workplace


  •           How it works
  •           How to deal with emotions
  •           The role of perceptions
  •           The Communication Wall

 Essential communication skills to resolve conflicts

  •           Listening
  •           Questions
  •           Paraphrasing
  •           “I Statements”

 Practical Skill Application

  •           Practicing communication skills through exercises, experiential learning, scenarios and case studies
  •           Interactive opportunities such as pairs, and small group discussions
  •           Identifying which skills are appropriate to deal with each type of challenge

 Knowledge, Technique and Strategies

  •           Shifting from judgement to curiosity
  •           Examining blame vs contribution theory
  •           How attitude integrates with the ripple effect
  •           The ladder of inference
  •           Intent vs Impact


  •           How to “process shop” formal and informal mechanisms
  •           An introduction to Interest Based Negotiation
  •           How to find out what is most important to you and others
  •           How to work collaboratively to create win-win outcomes


What You Will Learn

  • About conflict: What it is, how it manifests and impacts people
  • About how you and others deal with conflict
  • The communication skills most effective in resolving conflicts, and how to use them
  • How to create better outcomes
  • What is Interest Based Negotiation and how to use such an approach


Who Should Attend?

You will benefit from this seminar if you:

  • Would like to gain insight on improving any work or personal relationship
  • Are curious about how you may be inadvertently contributing to conflict situations
  • Are working within an organization in any capacity
  • Are in a leadership, supervisory, human resource or union position
  • Would like to review and/or enhance your skills to deal more effectively with conflict
  • Find some people or situations difficult to work with or deal with