Navigating Challenging Interactions

Navigating Challenging Interactions
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Schedule
See specific date (4h)
Course cost
399.99 $
New
2026
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Navigating Challenging Interactions

We share a familiar world with those who see things the same way we do. It’s comforting when colleagues understand your feelings and perspective without having to explain or defend. This easy familiarity with people we know and trust is a kind of membership in a club that sees the world in the same way. Not like OTHERS.

Who is the OTHER? The OTHER has been described as an individual who is perceived as not belonging, as being different in some fundamental way.
Diversity influences our perceptions and judgments of the OTHER. The Ontario Human Rights Code gives everybody equal rights and opportunities without
discrimination because of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex or sexual orientation, disability, age, marital and family status, receipt of public assistance, record of offences, gender identity and expression in the areas of employment, accommodation, goods, services and facilities, contracts, and membership.

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Course outline Corporate training

Nancy McNaughton & Kerry Knickle

Nancy McNaughton & Kerry Knickle Learn more

Communication is at the heart of professional relationships, and their quality depends on how we manage them. Navigating Challenging Interactions and resolving tension takes skill, yet many of us are unaware of our communication gaps, despite the expectation to be fluent in it.

This Workshop Will Help You:

  • Understand how attributions shape communication and behaviour.
  • Recognize how your emotional thinking impacts your communication.
  • Have increased awareness of the impact of “micro” aggressive language on professional relationships.
  • Be able to respond without relying on “I understand” and other communication shortcuts.
  • Navigate tensions and conflict more effectively.

In this training, you will:

  • Enhance your practical understanding of equity, diversity and inclusion
  • Define and understand attribution theory and its impact on your assumptions, judgments, communication and behaviour within professional relationships.
  • Elucidate key features of stigmatizing (stereotyping) and associated behaviours
  • Explore the benefits of effective communication in difficult encounters
  • Analyze the role emotion plays in conflict and communication
  • Consider the tools of analysis in raising a concern
  • Analyze the link between communication, relationships and responsibility in professional practice
  • Engage and/or observe simulation encounters
Nancy McNaughton & Kerry Knickle

Nancy McNaughton & Kerry Knickle

Biography

Kerry Knickle (LLM, ADR) and Dr. Nancy McNaughton bring over 30 years of expertise in conflict resolution, communication, and professional development. As founders of Communication Matters: INESRA, they have designed and delivered highly experiential training programs for professionals across diverse industries, including healthcare, law, law enforcement, business, and regulatory bodies. Their innovative workshops, such as The Collegial Conflict™ Workshop Series and The Art and Science of Facilitation, are recognized nationally and internationally for enhancing communication skills and fostering collaboration.

With a background in alternative dispute resolution, Kerry specializes in the impact of assumptions, judgments, and communication on personal and professional interactions. Her approach emphasizes the power of open, constructive conversations in resolving conflict and strengthening relationships. Nancy, an assistant professor at the University of Toronto, focuses on simulation-based education, mental health communication, and leadership development. Her research explores the crucial connections between emotion, problem-solving, and adequate decision-making in professional practice.

Together, they are dedicated to equipping professionals with the skills to navigate challenging interactions confidently. Through interactive learning experiences, they help participants develop practical strategies to manage workplace tensions, improve dialogue, and build stronger, more inclusive teams. Their expertise ensures that every training session is insightful, engaging, and immediately applicable to real-world challenges.

                

This Live webinar program contains 4 hours of EDI Professionalism content from LSO.*

This program contains 4 hours of Approved CPD content from The Law Society of British Columbia (LSBC).

This program is Pre-Approved for 4 CPD hours from HRPA Ontario.

This program is Pre-Approved for 4 CPD hours from CPHR BC & Yukon.

4 verifiable CPD hours of Professional Ethics for the Triennial requirement of CPA Ontario.**

4 hours of Continuing Education (CE) on Ethical Learning for the mandatory continuing education requirement from the Engineers and Geoscientists BC (EGBC).***

4 hours of Continuing Education (CE) for the mandatory continuing education requirement from the Quebec Engineers Association (OIQ).

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*As EDI Professionalism Hours are a subset of Professionalism Hours, the same EDI hour counts for both EDI and regular Professionalism CPD hours and the extra hours goes toward Substantive CPD Hours.

**After completing the workshop, a 4 CPD hours certificate will be given to you which can be used to accumulate your mandatory CPD Professional Ethics hours and other CPD verifiable hours from the Chartered Professional Accountants of Ontario (CPA Ontario). This workshop focus on Ethical business culture. As indicated in the Guide to CPD requirement, Professional ethics CPD must be relevant to a member’s responsibilities and competencies as a CPA to develop and maintain professional competence, and it is up to CPA members to determine which learning activities best contribute to their competency in order to submit activities for CPD hours.

***After completing the workshop, a 4 Continuing Education (CE) hours certificate on Ethical Learning will be given to you which can be used to accumulate your mandatory continuing education requirement from the Engineers and Geoscientists BC (EGBC). As indicated in the Guide to the Continuing Education Program, CE hours will apply when the workshop helps maintain the member’s competency and it is up to the member to determine if a specific workshop contributes to his competency in order to submit activities for CE hours. The Ethical Learning category does reference Equity, Diversity, and Inclusion in the list of applicable topics.

This session provided both an excellent reminder of some principles that I was already familiar with and also brought new insight to my development as an inclusive leader. I hope to model the positive concepts taught at this course.

Michael M. Lawyer