In this workshop, participants will explore the dynamics of conflict and learn how addressing it, rather than avoiding it, can lead to growth and stronger relationships. Participants will gain practical skills such as active listening, identifying personal and others’ needs in conflict, and using “I Statements” for clear communication. They will also learn strategies for reframing conflict energy, engaging with individuals exhibiting aggressive, passive, or passive-aggressive behaviors, and applying de-escalation techniques. The workshop will cover methods to manage difficult conversations, identify when to confront or disengage, and recognize the importance of attitude and language in resolving conflicts. By the end of the session, participants will understand the role of personal values in conflict and will have developed strategies to manage conflict constructively, ensuring a win-win outcome for all parties involved.
Learning Objectives:
- Define and understand the various types of conflict and their impacts.
- Explore the 10 biggest mistakes people make in conflicts and how to avoid them.
- Learn how to apply the Conflict Escalation Model to prevent crises.
- Understand personal filters developed early in life and their role in conflict.
- Recognize and work with different conflict management styles.
- Utilize conflict as an opportunity to strengthen relationships.
Learning Outcomes:
- Demonstrate the ability to develop and implement comprehensive case management plans for individuals with complex needs.
- Effectively navigate interagency relationships to enhance service delivery.
- Apply problem-solving and critical thinking skills to resolve case management challenges.
- Strengthen their professional confidence in managing high-risk, multifaceted scenarios.
Instructor: Steve Lister
Mode(s): Live Online or Live In-Person
Length: One (1) day
Cost: $140 per person
Target Group: All
Toronto Shelter Standards Training Matrix: Client Support Staff (R), Dietary Staff (R), Cleaning & Maintenance Staff (R), Supervisory/Management Staff (M – 12 months)