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Advanced level training

Conflict Resolution & Difficult Conversations

Explore the essential skills leaders need to navigate conflict and guide difficult conversations with clarity, courage, and empathy.

Gain insight into the dynamics that shape workplace conflict including miscommunication, unmet needs, bias, identity, cultural norms, and perceived fairness and understand how these factors influence how tension shows up on teams. Learn practical strategies for recognizing your own conflict tendencies, managing emotional triggers, reducing escalation, and fostering conversations that build understanding instead of defensiveness.

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Learning Objectives

Understanding Conflict in the Workplace

  • Gain clarity on why conflict emerges and how it appears behaviourally across teams, recognizing that conflict often signals deeper issues such as miscommunication, unmet expectations, systemic inequities, or identity differences.
  • Explore the influence of bias, fairness perceptions, and power dynamics on conflict, and learn how different Thomas–Kilmann conflict styles can be used strategically rather than reactively to navigate challenging situations.

Preparing for Difficult Conversations

  • Develop a simple, repeatable preparation approach to clarify intention, desired outcomes, assumptions, and emotional triggers.
  • Learn how to evaluate the gap between intent and impact, choose the right time and setting, and craft supportive, non-escalatory opening lines to set the stage for productive dialogue.

Conducting Difficult Conversations - 4 Step Model

  • Apply a structured, practical conversation model designed to support leaders in high-stakes discussions:
    • Inquiry: Use curiosity to understand perspectives and context.
    • Acknowledgment: Demonstrate understanding and validate impact without implying agreement.
    • Advocacy: Share your perspective and expectations clearly and respectfully using “I” language.
    • Problem-Solving: Co-create solutions, boundaries, next steps, and agreements that strengthen clarity and accountability.
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What Participants Are Saying

"These sessions illuminated the history of racism in the land now known as Canada . One of many important discussions was on the intersection of racism and other identity dimensions. "
Chief Inclusion OfficerCanadian Media Company
"The instructors were knowledgeable and engaging, I had an exceptional experience sharing and learning with others in the programs. These certificates give you hands-on knowledge that you can use in your everyday life to advocate and advance EDI work. I have learned so much over the last several months that I will actively use to engage with others."
Academic OfficerCanadian University
" I have found the quality of the programs to be top notch and the facilitators to be very knowledgeable. My own knowledge has increased substantially and I look forward to participating in more programs in the future."
Manager of Change and Organizational DevelopmentGovernment Safety Regulator
"The training I am doing is enabling me to develop an E&I program for our Ecosystem of companies that is built on current evidence and best practices"
Director of PeopleSkincare Company

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