canada-training-2016

Toronto • Ottawa • St. John’s • Yellowknife • Windsor

Alternative Dispute ResolutionDealing With Difficult PeopleCoaching For a Better WorkplaceWinning Over Irate CustomersBecome a Powerful Negotiator

CONFLICT MANAGEMENT TRAINING

University of Windsor, Faculty of Law Certificates are awarded at the end of

every multi-day public workshop.

“ As an HR professional, the skills that were learned are crucial to my success in this field. A skills-building course I would highly recommend.

Enhanced my ‘skills tool box’”Patricia McConnell

Lanark County, Perth

sfhgroup.com/caSTITT FELD HANDY GROUP

EARN YOUR EXECUTIVE CERTIFICATE IN CONFLICT MANAGEMENT IN UNDER ONE YEAR!

Just complete the following courses to earn the Executive Certificate in Conflict Management:

• Alternative Dispute Resolution (ADR)• Advanced Alternative Dispute Resolution• Applied Alternative Dispute Resolution• Dealing With Difficult People• Online Difficult Conversations• Online Negotiation

Specialized FacultyBe inspired by our highly trained, experienced and passionate faculty.

All of our instructors are professional negotiation consultants, mediators, coaches, course designers and facilitators. We practise

what we teach, so that we can teach you the latest techniques. We will go out of our way to make sure you leave the training

with the skills you need to succeed. Visit sfhgroup.com/ca to see biographies of our trainers.

Practical and Interactive TrainingWe offer intensive and interactive learning experiences for professionals and executives. You will participate in

dynamic exercises and case studies, with two-way and coached feedback. The concepts and approaches you

will learn have proven successful in the real world, and can be applied immediately to your situation.

WOULD YOU WANT NEW SKILLS TO TACKLE

CONFLICT?

Everyone expects you to solve their problems. Could you be better at resolving conflicts and keeping relationships intact? How well do you

deal with employee disputes? How do you deal with upset and stubborn people? Do you help employees negotiate when they have problems? Can

you identify talents and personality types? Are you expected to implement people strategies that support the organization’s business objectives? Do you find

yourself playing the role of a linchpin - working with finance and operations to help drive business? Our training will provide you with the tools you need to excel at the tasks

you face every day. Since 1994, more than 32,000 business professionals have turned to us to learn new approaches to conflict management. We have also conducted programs for organizations, associations and governments in Canada and internationally.

http://sfhgroup.com/ca

STITT FELD HANDY GROUP 1-800-318-9741

The ADR Workshop was by far the best course I have attended in my 30 year career in HR. A must attend for

HR Professionals. I have used the tools on a regular basis.”

Dan Heard, Ministry of Community & Social Services, Blenheim

“All of our multi-day workshops and online courses have been approved for Continuing Professional Development (CPD) hours under Section A of the Continuing Professional Development (CPD) Log of the Human Resource Professionals Association (HRPA). Visit our accreditations page at sfhgroup.com/ca for more details.

ALTERNATIVE DISPUTE RESOLUTION (ADR) WORKSHOPAt this four-day workshop, you will discover the time-proven process to find win-win solutions to nearly any dispute thereby saving time, reducing costs, eliminating litigation and preserving valuable relationships.

Due to the ever-increasing costs of conflict in the workplace, employers are increasingly turning to ADR as a solution. Employee conflict, labour disputes and discrimination claims in particular are increasingly common and employers need to take steps to stem the tide of conflict and lawsuits. ADR is an effective means to accomplish this goal. It is also the tool used by professional mediators to resolve conflicts between disputing parties.

ADR seeks to resolve conflict by cultivating cooperation and understanding. It seeks to find a solution that allows both parties to win. Above all, it seeks to protect the relationship while solving the problem.

Workshop includes 6 negotiation case studies, 3 mediation case studies, 1 video and a mediation demonstration. Experienced coaches observe mediation case studies and give feedback.

Personal Benefits - We Will Help You:• Become more persuasive and get the best deal in a negotiation• Learn to prepare effectively for all types of negotiations• Handle difficult negotiators with confidence• Resolve disputes while preserving relationships• Know when to say yes, and how to say no• Learn a process to mediate disputes between others

Organizational Benefits - We Will Help You:• Save your organization time and money by helping you to negotiate better deals• Protect and strengthen key relationships with suppliers, customers,

employees, the government, and other stakeholders• Reduce the number of complaints and grievances by preventing

unnecessary conflicts • Resolve workplace conflicts quickly and effectively to maintain

productivity and morale • Create more productive employees who can communicate and

negotiate effectively • Avoid costly and unnecessary lawsuits and work delays


STITT FELD HANDY GROUP sfhgroup.com/ca

ADR Workshop is a prerequisite

APPLIED ADR WORKSHOPThis four-day workshop is our most challenging and unique mediation workshop. It includes:

1. Eight mediation case studies2. Choice of the Interpersonal Skills Exercise (IPS) or the Personal Mentoring Exercise with instructor3. Opportunity to observe a real mediation

Experienced coaches observe mediation case studies and give feedback.

Advanced ADR Workshop is a prerequisite

Personal Benefits - We Will Help You:

• Observe and understand different styles of mediation, including facilitative, evaluative, and transformative approaches

• Use pre-mediation caucuses to maximize the chance of success

• Learn to close the gap between parties and help them obtain closure

• Be more confident dealing with harassment issues, emotional parties, multi-party disputes, positional parties and other challenges

• Develop tools for dealing with ethical challenges that could arise in mediation

• Get one-on-one mentoring with a highly experienced dispute resolution professional

Organizational Benefits - We Will Help You:

• Broaden the kinds of issues your staff can manage directly thereby lessening the need for additional or outside help

• Prevent unnecessary conflicts in the workplace

• Resolve disputes that are simmering before they become complaints

• Improve productivity and morale by promoting effective conflict resolution in the office

• Avoid costly and time-consuming litigation and arbitration

• Improve your staff’s ability to facilitate difficult meetings

ADVANCED ADR WORKSHOP

This four-day workshop is designed for people who want to enhance their ability to resolve disputes in their workplace or as professional

mediators. You will learn how to help people resolve their differences, improve relationships and communication, mediate complex cases, deal

with harassment issues, address power imbalances and move positional people towards agreement.

Workshop includes 9 mediation case studies and 1 video. Experienced coaches observe

mediation case studies and give feedback.


• Resolve workplace conflicts in a more cost-effective and productive way

• Rebuild damaged relationships after conflict• Mediate client disputes before they escalate• Improve overall relations between

management and staff • Save time and money that would otherwise

be spent on legal fees• Plan and implement a dispute resolution

system within your organization


• Mediate a variety of disputes including interpersonal conflicts, legal disputes and financial issues.

• Learn to get at underlying interests• Identify and frame the issues to promote problem-

solving• Structure the mediation process to maximize the

chances of success and minimize potential problems• Modify the mediation model to suit your workplace

context • Deal with difficult or positional people in mediations

Completion of the ADR and Advanced ADR Workshops will satisfy educational requirements for membership in the ADR Institute of Ontario.


Personal Benefits - We Will Help You:• Learn more about your own personality and the

personalities of people you find difficult and how to interact more effectively

• Learn why certain people push your buttons• Learn to prepare effectively for a difficult

conversation• Confront someone calmly and respectfully• Avoid common (but critical) mistakes• Become a better listener• Overcome the fears that lead you to avoid

conversations• Know when and how to end a difficult

conversation


• Minimize the loss of productivity and morale caused by interactions that were handled badly or conflicts that were ignored and allowed to fester

• Achieve more effective interaction among employees• Maintain and repair workplace relationships• Deal with problem employees in new and helpful ways• Improve the ability of your staff to manage and lead

others effectively• Inject confidence in your staff by providing them with

the tools and ability to have difficult conversations productively


ONLINE COURSESYou take the online courses at your own pace. You interact with animated characters who create challenging situations.

Online Negotiation Course 8 modules $199+HST

You will learn what your negotiation tendencies are, when to say yes and when to say no, how to negotiate as part of a team, how to deal with difficult and deceptive negotiators, strategies for making a cold call and how to negotiate with an inflexible person. You can download 65 pages of negotiation notes and tips at the end of the course.

Online Difficult Conversations Course 5 modules $99+HST

You will learn how to deliver difficult messages powerfully, how to confront someone without provoking them, how to persuade difficult people, how to begin a difficult conversation, how to discuss issues that take you by surprise, and how to manage strong emotions. You can download 25 pages of notes and tips at the end of the course.

Instructor was hilarious, intelligent and a great communicator and presenter.

Role plays and exercises were great! Loved the opportunities

to practise with different individuals.”

Alicia Bone, Vicwest Oakville

“DEALING WITH DIFFICULT PEOPLE WORKSHOPAt this three-day workshop, you will learn how to handle difficult conversations and difficult people with skill and confidence. You will have the opportunity to complete the Myers-Briggs Type Indicator-Step II ® and receive a customized report containing insights into your personality type and the personality types of others. You will also have the opportunity to practise a specific skill or conversation that you have identified for yourself during the workshop.

Workshop includes the MBTI exercise, 8 exercises, 3 case studies and 5 role plays. On day 3 you will practise a specific skill or conversation that you have identified. The facilitators will be available to answer any questions.


STITT FELD HANDY GROUP sfhgroup.com/ca

The course material was excellent and I really liked the chances to practise the various coaching scenarios. The

instructors were very experienced and very thorough. The exercises were very

practical and informative.”Paul Henry, École secondaire du Sacré-Cœur

Sudbury

“

Organizational Benefits - We Will Help You• Give your front line-staff the practical tools and

techniques they need to manage challenging customer conversations and complaints

• Save money by improving customer satisfaction, loyalty and company image

• Turn potentially difficult front-line conversations into productive exchanges

• Minimize unnecessary escalation of disputes• Give long-term front-line staff a new perspective on

customer service• Showcase the image of your organization as

respectful and responsive

Personal Benefits - We Will Help You:• Deal with irrational, aggressive, and

unreasonable people with greater skill• Be assertive, maintain patience and deliver

difficult messages • Avoid common (but critical) mistakes in

managing angry customers• Use our customer service model to minimize

conflicts and retain customers• To say “no” respectfully to an unreasonable

request while maintaining the relationship• Feel more confident having difficult conversations


• Learn our seven step Progress Model of Coaching and apply it to a variety of coaching situations

• Know the questions to ask that develop deeper understanding and critical thinking skills

• Have a set of tools and templates to maximize your efficacy as a coach

• Understand the difference between coaching, mentoring and managing

• Get even the most challenging individuals to buy into the coaching/mentoring process

• Refine the critical competencies required by an effective coach


• Get the most from your people by building on their potential

• Improve skills and fill gaps in under-performers• Increase accountability in all of your staff• Develop your staff’s ability to coach others to make

better decisions, and design and implement plans for continued growth and development

• Keep employees on track and encourage follow through so that doable plans are created and implemented

• Develop managers who can confidently deal with a range of conflicts and people more effectively

WINNING OVER IRATE CUSTOMERS WORKSHOPAt this high-impact one-day workshop for front-line staff, you will learn techniques that will allow you to handle really challenging customer service situations with confidence. Whether managing a problematic customer or having more productive conversations with fellow staff, this course will give you the core tools you need.

Workshop includes discussions on key tips, demonstrations, 4 exercises and videos.

Continuing Coach Education (CCE) hoursCore Competencies 19,

Resource Development 5.5

COACHING FOR A BETTER

WORKPLACE WORKSHOPBUILDING CAPACITY IN OTHERS

At this three-day workshop, you will learn techniques that will allow you to excel at coaching others about workplace (and personal) issues. You will learn

the Progress Model of coaching and see how it applies to performance issues, conflict coaching, performance management and other coaching issues. Coaching skills are now

crucial to be a successful manager - don’t miss out. Workshop includes 9 coaching case studies and 4 instructor-led demonstrations with in-depth discussions

http://www.sfhgroup.com/ca/


CUSTOMIZED TRAININGWe specialize in designing and delivering customized training to meet your specific learning objectives and workplace issues. Together we will identify your key training needs and design a program to meet them. We use coaches, computer simulations and video recording to enhance the training. We have over 20 years of experience teaching in numerous industries, in the private and public sectors, throughout Canada and internationally. Participants will leave your program with new skills that are immediately applicable to your workplace.

Organizational Benefits - We Will Help You:• Create value for your organization by negotiating

better deals • Give your employees the skills and confidence they

need to get better results• Minimize missed opportunities resulting from poor

negotiation skills• Save your organization time and money by resolving

conflicts through negotiation rather than grievances, litigation or arbitration

• Optimize problem-solving between employees and departments through skillful negotiation

• Help your organization to achieve more of its goals• Improve the management of your staff

Personal Benefits - We Will Help You:• Become more persuasive and get what

you want• Learn the Harvard seven elements of

negotiation• Prepare for even the most complex

negotiations effectively• Overcome obstacles in negotiation• Negotiate with unreasonable people• Close the gap to get to the deal• Know when to make the first offer, when

to say yes, and when to walk away• Take control of a negotiation• Get the best deal

“Excellent. I have attended several negotiation courses -

this is the best!”Anne Paul, Canada Mortgage &

Housing Corp., Toronto

BECOME

A POWERFUL NEGOTIATOR WORKSHOP

You want good results in your negotiations but you don’t want to fall into the destructive patterns that can damage relationships. You need to make your negotiations

effective by figuring out what motivates the other side and knowing when to put an offer on the table. You need the skills to protect yourself from having others take advantage of

you. Attend this three-day workshop and learn to succeed where others fail.

Workshop includes 6 negotiation case studies, 1 video, numerous exercises and discussions. Experienced coaches observe day 2 case studies and give feedback.

BONUS! As a follow up, you have access to the online negotiation course.

REGISTRATION INFORMATIONPlease register me for the following workshop(s):

r ADR WORKSHOP, Toronto, April 12 - 15, 2016, $2,475+HST

r ADR WORKSHOP, Yellowknife, April 12 - 15, 2016, $2,475+HST

r ADR WORKSHOP, St. John’s, May 10 - 13, 2016, $2,475+HST

r ADR WORKSHOP, Toronto, May 31 - June 3, 2016, $2,475+HST

r ADR WORKSHOP, Toronto, June 21 - 24, 2016, $2,475+HST

r ADR WORKSHOP, Toronto, July 19 - 22, 2016, $2,475+HST

r ADR WORKSHOP, Toronto, September 27 - 30, 2016, $2,475+HST

r ADR WORKSHOP, Ottawa, October 18 - 21, 2016, $2,475+HST

r ADR WORKSHOP, Toronto, November 1 - 4, 2016, $2,475+HST

r ADR WORKSHOP, Toronto, December 6 - 9, 2016, $2,475+HST

r ADVANCED ADR WORKSHOP, Toronto, May 10 - 13, 2016, $2,995+HST

r ADVANCED ADR WORKSHOP, Toronto, August 23 - 26, 2016, $2,995+HST

r ADVANCED ADR WORKSHOP, Toronto, November 15 - 18, 2016, $2,995+HST

r ADVANCED ADR WORKSHOP, Ottawa, March 21 - 24, 2017, $2,995+HST

r APPLIED ADR WORKSHOP, Toronto, June 14 - 17, 2016, $3,475+HST

r APPLIED ADR WORKSHOP, Ottawa, July 19 - 22, 2016, $3,475+HST

r APPLIED ADR WORKSHOP, Toronto, September 20 - 23, 2016, $3,475+HST

r DEALING WITH DIFFICULT PEOPLE WORKSHOP, Toronto, May 17 - 19, 2016, $2,075+HST

r DEALING WITH DIFFICULT PEOPLE WORKSHOP, Toronto, July 26 - 28, 2016, $2,075+HST

r DEALING WITH DIFFICULT PEOPLE WORKSHOP, Toronto, October 26 - 28, 2016, $2,075+HST

r DEALING WITH DIFFICULT PEOPLE WORKSHOP, Toronto, Nov., 30 - Dec., 2, 2016, $2,075+HST

r DEALING WITH DIFFICULT PEOPLE WORKSHOP, Ottawa, Feb. 14 - 16, 2017, $2,075+HST

r BECOME A POWERFUL NEGOTIATOR WORKSHOP, Toronto, April 6 - 8, 2016, $1,995+HST

r BECOME A POWERFUL NEGOTIATOR WORKSHOP, Toronto, November 8 -10, 2016, $1,995+HST

r WINNING OVER IRATE CUSTOMERS WORKSHOP, Toronto, May 16, 2016, $699+HST

r WINNING OVER IRATE CUSTOMERS WORKSHOP, Ottawa, October 17, 2016, $699+HST

r WINNING OVER IRATE CUSTOMERS WORKSHOP, Toronto, November 28, 2016, $699+HST

r COACHING FOR A BETTER WORKPLACE WORKSHOP, Toronto, April 18 - 20, 2016, $1,995+HST

r COACHING FOR A BETTER WORKPLACE WORKSHOP, Ottawa, June 1-3, 2016, $1,995+HST

r COACHING FOR A BETTER WORKPLACE WORKSHOP, Toronto, April 5 - 7, 2017, $1,995+HST

ONLINEAt sfhgroup.com/ca

MAILStitt Feld Handy Group180 Duncan Mill Road

4th FloorToronto

ON M3B 1Z6

FAX416.307.0011

PHONE416.307.0000

1.800.318.9741

r Mr. r Mrs. r Ms r Dr. __________________________________________________________ (Please print name in the form you wish it to appear on your Certificate)

Job Title: __________________________________ Industry: ______________________________

Organization: ____________________________________________________________________

Address: _______________________________________________________ r Home r Work

City: _________________________ Province: ______________ Postal Code: __________________

Phone #: ( ) _________________________ Cell Phone #: ( ) ____________________________

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Method of Payment:

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Discounts: A 20% discount will apply if 5 or more people register from your organization during the same calendar year.

Rescheduling Fee: An administrative fee will be charged for a change in workshop dates of $250 + HST for the ADR, Advanced ADR, Become A Powerful Negotiator, Dealing With Difficult People and Coaching For A Better Workplace Workshop, $500 + HST for the Applied ADR Workshop, and $150 + HST for the Winning Over Irate Customers Workshop, if the change is made in the 8 weeks before the workshop.

Cancellation Fees: A fee of 50% of the Workshop fee will be charged for cancellations made up to two weeks prior to the scheduled date for the workshop. The full fee will be charged for cancellations made less than two weeks prior to the workshop date or i f participants fail to attend without notice. A delegate substitution, with the required prerequisites, is welcome, up to the workshop commencement date.

Visit sfhgroup.com/ca for more dates and locations.

http://www.sfhgroup.com/ca

canada-training-2016

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