Continuing Professional Development

Handling difficult interactions on the phone is a challenging task, especially if the caller is in a heightened state of emotion. For many, the ability to navigate difficult phone conversations with respect and professionalism is an essential workplace skill. This workshop is designed to provide practical strategies for dealing with clients and customers over the...

Emotions are powerful and can be challenging to define, yet they play a crucial role in our interactions and well-being. Emotional intelligence is the ability to understand and manage our own emotions, as well as recognize and influence the emotions of others. This workshop explores the importance of emotional intelligence in the workplace, giving you...

This workshop is provided in partnership with our partner organization, Crisis & Trauma Resource Institute (CTRI). Workshop details may be sent to you via email from CTRI. If you work with people, it’s crucial to know how to defuse dangerous situations before they become violent. This workshop will equip you with a trauma-informed approach to de-escalate situations...

Whether sharing bad news with a client, providing corrective action, or talking with a colleague about an uncomfortable issue, difficult conversations are typically stressful and often take a large mental and emotional toll. Many people avoid difficult conversations for these reasons, or find themselves ill prepared when they must have them. Yet, the ability to...

Our communication skills and style are essential to positive and productive relations. Effective communication requires us to be clear about our own thoughts and desires, and also to be responsive to those of others. Assertive communicators express ideas and feelings in transparent, open, and direct ways – stating their needs clearly and without defensiveness. In...

One of the most difficult and often overlooked aspects of moving into a supervisory or management position is developing the skills necessary to truly manage people. Without intentional training, many new managers are left to figure things out on their own – for better or worse. Like all skills, effective management and supervisory skills must...

When you work with people, the unexpected is bound to happen. And as a team lead, it’s your job to adapt, make decisions under pressure, and communicate these to your team. This workshop gives you practical tools and skills to address emotionally complex, people-centred workplace challenges, such as major illnesses, sudden departures, ethical breaches, and...

Unhealthy and poorly managed conflict can have a negative impact on individuals and groups. People who master essential conflict resolution skills reduce the occurrence of negative conflict, leading to healthier, happier relationships and work environments. Many conflicts would not spiral out of control if people used conflict resolution techniques that are easy to learn and...