Bullying, Harassment, and High-Conflict Behaviour
From Conflict to Calm: Dealing with high-conflict behaviour in the workplace
High-conflict behaviour is characterized by unmanaged emotions, extreme reactions, preoccupation with blaming others, and prolonged, unresolved conflict. Such behaviour not only seriously damages relationships in the workplace but also frequently results in complaints of bullying and harassment, grievances and other legal headaches for both employers and unions. This in-depth training session will explain the roots of high-conflict behaviour and give participants the skills and techniques necessary to reduce high-conflict behaviour in the workplace.
Participants will learn:
- Brain science behind high-conflict behaviour, including current knowledge about High-Conflict Personalities (HCPs)
- Principles of progressive discipline and accommodation that apply to dealing with high-conflict behaviour
- Strategies for managing your own anxiety when dealing with HCPs
- Approaches to coaching HCPs to take responsibility for resolving their own conflicts in the workplace
Participants will also learn how to use the following skills in their workplaces:
- Connecting skills – using empathy, attention and respect (E.A.R.) to communicate and build effective working relationships with HCPs
- Assertion skills – using brief, informative, friendly, but firm (B.I.F.F.) responses to counter misinformation or hostility
By working through realistic scenarios with the guidance of experienced lawyers and dispute-resolution experts, attendees will leave equipped to prevent high-conflict behaviour in the workplace from developing into serious workplace problems that disturb co-workers, disrupt operations, and give rise to litigation.
E-mail Roshien Asanta or call (416) 977-6618 for more information. We can help to tailor a Customized Training package for you.
9:00 a.m. – 9:20 a.m.
Overview of the Workshop
9:20 a.m. – 10:15 a.m.
Understanding High-Conflict Personalities
10:15 a.m. – 10:30 a.m.
10:30 a.m. – 12:00 p.m.
Legal Experts: Questions and Legal Issues about Workplace Conflict
12:00 p.m. – 1:00 p.m.
1:00 p.m. – 2:30 p.m.
Conflict Resolution Skills and Exercises – Part I
- Calming upset people in person with E.A.R. statements
- Writing BIFF response emails and letters
2:30 p.m. – 2:45 p.m.
2:45 p.m. – 4:00 p.m.
Conflict Resolution Skills and Exercises – Part II
- Practicing conflict scenarios with making proposals and setting limits
- Offering new ways for work method of coaching for behaviour change
4:00 p.m. – 4:15 p.m.
Questions and Wrap-up
Includes materials, with case summaries and analyses, prepared by Lancaster's legal staff.