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Online course - The Art of Difficult Conversations: Tools and techniques for community housing

September 13-14, 2023 | 12:00-2:00pm (ET)

Conversation is the essential building block of all communication. What, when, how, and why we hold a conversation can have a profound impact on achieving our desired outcome.

Those who work in community housing operate primarily in a people-oriented business; they must engage in and build a wide variety of relationships with residents, staff, board members, contractors, agencies, community organizations, and other stakeholders.

Not all relationships are smooth sailing and conflict is inevitable. When the stakes feel high, emotions run strong, or opinions conflict, we often label necessary conversations as “difficult.”  Whether we’re facing difficult conversations with co-workers, clients, friends, or family, invariably the same fears and feelings of apprehension come over us: not knowing what to say, the fear of failure, or the fear of making matters worse.

During this two-part online interactive workshop, we will explore the constructs, traps, and pitfalls of difficult and conflict-oriented conversations, why they go wrong, and how to approach, plan, and execute them in a more successful manner using practical tips, tools, and real-world examples.

Throughout this training, participants will gain valuable skills in managing difficult conversations, navigating conflicts, and building collaborative relationships. By the conclusion of the course, fear or apprehension of having that difficult conversation will be transformed into a sense of confidence and empowerment.



Part 1: September 13, 2023 (12:00-2:00pm EST)

Part 2: September 14, 2023 (12:00-2:00pm EST)


Who Should Attend?

Anyone who works in community housing, directly or indirectly.

Participants will learn about:

  • Typical patterns of behaviour that give rise to creating “conflict traps” and how to escape them
  • The secrets of how our brain processes conflicts and how this knowledge can give us a heads-up on what we should do in the moment
  • Conflict styles and how they can create obstacles or pave the way toward collaboration
  • The importance of moving from a position-based to an interest-based approach in order to create a win-win, value-add relationship
  • The roles of empathy and assertiveness in creating collaborative relationships
  • Learning effective and practical communication tools including:
    • assessing the situation
    • de-escalation tips for managing an angry person
    • making it safe to talk
    • avoiding communication blockers
    • first words to use
    • the difference between acknowledging and agreeing
    • framing and asking well-calibrated questions
    • a simple yet powerful four-step listening technique to assist in having better and more collaborative conversations


Participants will be encouraged to share their difficult conversation experiences and where they might be encountering challenges throughout the course.



CHRA Members: $95 + hst

Non-members: $125 + hst



Sharad Kerur at Resolution Pathways


Sorry, this course is sold out!