Resolving Conflicts

Description

This course provides comprehensive training on conflict management within the workplace, targeting leaders and managers. Participants will learn to recognize the causes of conflict and what causes it to escalate, understand different conflict resolution styles based on the importance of the relationship versus the importance of the outcome, and apply effective resolution strategies to foster a creative and collaborative environment. Participants will also complete a conflict resolution assessment to identify their own style and better recognize the styles of others. The course emphasizes the positive aspects of conflict when managed properly and provides tools for transforming conflict into opportunities for team growth and innovation.

Learning Objectives:

By the end of this webinar, participants will be able to:

• Define conflict and understand its crucial role in dynamic and progressive organizations.
• Recognize what escalates conflict, along with the costs of untreated conflicts and the benefits of effectively managed conflicts.
• Identify different conflict resolution styles based on the relative importance of relationship and outcome, including cooperation, assertiveness, and compromise.
• Complete a conflict resolution assessment to determine their own style and identify the styles of others.
• Engage in productive dialogues to resolve conflicts and prevent escalation.
• Facilitate team discussions to enhance understanding and mutual respect among team members.

Duration:

• 3 hours, including brief intervals to ensure continuous engagement and learning absorption.

Special Offers

Take advantage of these exclusive discounts available when registering for IOG courses:

1. Group Course Discount: Register 3 or more colleagues together for the same course and receive 10% off your total registration fee.  
   Learning together builds team capacity—and helps you save on training costs.
2. Individual Bundle Discount: Register as an individual for 3 or more courses at the same time and save 10% on your total registration fee.
   Advance your professional development while maximizing value.

Facilitators

   Dr. Haniyeh Yousofpour, PhD, PLD, MBA, ICD.D., PMP, Six Sigma Certified, Author of Negotiating with Confidence

Dr. Haniyeh Yousofpour is a Harvard alumna with a doctorate in Human Resource Management and Organizational Behavior. An award-winning global business professor, educator, and consultant, she is recognized for her expertise in governance, organizational leadership, and strategic negotiations and decision-making. Dr. Yousofpour develops and delivers graduate-level courses at York University’s Schulich School of Business and McMaster University, earning multiple teaching awards. Dr. Yousofpour is the author of the book Negotiating with Confidence, which she teaches as part of the curriculum for her MBA-level negotiation course at the university. Furthermore, she provides leadership training to public and private organizations globally. As Managing Partner at Leonnova Inc., a leading Canadian training and consulting firm, she advises boards and leadership teams through governance consulting, change management, conflict resolution and other professional development programs. She is also a recipient of the Queen’s Platinum Jubilee Award, recognizing her service to the community and commitment to education and on the Premier Council for Equal Opportunities. 

Mr. François Gagnon served as Vice-President of the Learning Lab at the IOG for 6 years. He brings rich experience in the area of public sector learning and leadership.  

Mr. Gagnon worked in the Public Service of Canada for 25 years, including 13 years as executive. He had the privilege to organize national ministerial consultations, to negotiate international and federal-provincial agreements and to lead national Grants and Contribution programs. At the Canada School of Public Service, he developed a change management and coaching practice. As Senior Director of Leadership Development, he led and oversaw the review of the entire suite of the School’s Leadership Development products for the Government of Canada.  In 2014, Mr. Gagnon founded Lead-Action, a firm specialized in Leadership Development. He joined the Institute on Governance in 2019 where he has been using his knowledge and expertise to build on the IOG’s strong reputation in this area. 

Mr. Gagnon has a Degree in Computer Science and a Masters in Project Management during which he specialized in Leadership and Change Management. Over the last 20 years, he was lecturing in Leadership and Change at the University of Ottawa and Université du Québec en Outaouais. He completed required certifications to teach and administer a large range of psychometric instruments including products from the Center for Creative Leadership, Insights Discovery and two emotional intelligence instruments. He has facilitated and has managed the delivery of a large number of Leadership Development products and courses, including organizational 360-degree feedback processes and executive coaching in a large number of organizations in Canada and abroad. Mr. Gagnon was also invited to teach Leadership and Change Management at the University of Moscow and at the Russian Academy of Public Administration and has led the development of a Leadership Development program for Deputy Ministers of the Government of Ukraine. Through his work at Lead Action, he also contributed to leadership development projects in Indonesia, Belize and Mexico. 

Serge Jetté is a mediator, coach, conflict resolution specialist and former Ombudsman and Director in the Federal Public Service. In the last 16 years, Serge provided guidance, advice, coaching,g and assistance to senior executives and employees in more than 15 departments and agencies in the public service in regards to the handling and resolution of hundreds of complex and/or conflictual situations, including: harassment complaints, conflicts of interests, inter-personal conflicts, inappropriate behaviours, managerial practices, discipline, policy breach, wrongdoing, and many other types of managerial, organizational and relational issues. He also conducted more than 40 successful mediations in the PS environment.

For many years, Serge has been a recognized leader and a key player in the evolution and promotion of the Ombudsman function and the Informal Conflict Resolution Services in the Federal Public Service. He was an executive member of the Federal ICMS network, one of the founding members of the Federal Ombudsman Network, and a recognized source of expertise in these fields and the area of workplace harassment. He also managed Values and Ethics and Disclosure for Wrongdoing programs for four years.
Since he retired from the public service in 2018, Serge offers ongoing consultation, coaching, and mediation services.