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People Management & Personal Development

Resolving Conflicts: From Confrontation to Collaboration (Live Webinar)

DELIVERY FORMAT
Online Virtual
SEMINAR TYPE
PD Seminar
NEW SEMINAR

Overview

Conflict is an inevitable part of working with people, but it does not have to undermine relationships, productivity, or results. This practical workshop explores strategies for addressing conflict constructively and confidently while maintaining professionalism and respect. Participants will learn how to navigate challenging conversations, de-escalate tensions, and foster collaboration in a variety of workplace situations. By strengthening communication and interpersonal skills, participants will be better equipped to resolve conflicts effectively and support positive working relationships.


This live virtual seminar is offered in collaboration with CPA Western Provinces. The content is applicable to all participants.

 

Course Description

Effective conflict resolution is a critical professional skill that supports stronger relationships, better decision-making, and improved workplace outcomes. While preventing conflict through clear communication, collaboration, and mutual respect is always the goal, disagreements and misunderstandings can still arise. This workshop provides participants with practical tools and proven approaches for managing conflict in a constructive and professional manner. Through the application of emotional intelligence, communication strategies, de-escalation techniques, and collaborative problem-solving methods, participants will learn how to address challenging situations while preserving relationships and maintaining focus on shared objectives.

Applicable for

This course is designed for professionals who want to strengthen their communication, relationship management, and conflict resolution skills. It is particularly valuable for individuals who work closely with clients, colleagues, teams, or stakeholders and want practical strategies for navigating difficult conversations, managing differing perspectives, and fostering productive workplace relationships.

Learning Objectives

By the end of this session, participants will be able to:

  • Recognize common causes of workplace conflict and identify strategies to help prevent issues from escalating.
  • Apply practical communication techniques to address conflict constructively and maintain positive professional relationships. 
  • Use approaches such as LAST and DEAR to respond effectively in challenging or emotionally charged situations. 
  • Implement de-escalation strategies while maintaining professionalism, safety, and respect. 
  • Navigate defensiveness, differing perspectives, and power dynamics with greater confidence and effectiveness. 
  • Apply principles of negotiation, problem-solving, and emotional intelligence to achieve collaborative outcomes.

Content

  • Pre-empting conflict + quality collaboration and teamwork 
  • LAST: Listen, Apologize, Solve, Thank: A solid customer service approach
  • DEAR: Detach, Explore, Acknowledge, Respond: When someone is irate or ranting
  • De-escalation tactics + safety first
  • Dealing with defensiveness and power dynamics
  • Lessons from Persuasion & Influence: Negotiation; Problem Solving; and EQ

Course Dates & Registration

Dec 7, 2026
8:30AM - 12:00PM
Online Virtual
Joel Shapiro
Joel Shapiro, PhD has 30 years of experience as a business leader, coach, and consultant. He teaches leaders how to build talent, manage culture, and make employees part of the solution to create exceptional workplaces and sustainable results. Joel is always seeking the perfect blend of humanity and business performance. Previously, Joel helped save his third-generation family business during massive industry consolidation. He led the merger integration for six companies, helping everyone gel together as one unified team, fully equipped for the new strategy, competition, and market realities. The company grew from 60 to 600 employees, becoming #1 in its space in Canada. Joel earned a Ph.D. with Distinction in Philosophy and competed for Canada on the National Freestyle Ski Team.
Available
Register Now
Course Code: M62949A_OL

Improving Your Virtual Learning Experience

Live webinars have varying levels of expected interaction, with some requiring microphone and camera capabilities to support a proper learning experience – please email pdreg@bccpa.ca if you have concerns. 

In general, we encourage participants to have their cameras turned on to enhance their virtual learning experience. This practice promotes a stronger connection with the instructor and fellow participants, and fosters improved communication and collaboration.

Live Webinar FAQs can be found here.  

 

Registration terms and conditions, including the cancellation policy can be found here. If you require further assistance, please contact the PD Department. 

Course Details
Cost
$210
Members
$235
Non-Members
Eligible Hours
3.5
CPD Hours
0
Ethics Hours
0
AML Hours
Passport
5
Credits
Prerequisites
Prerequisites
Not applicable
Credit Card Fee

Starting April 1, 2026, a 2.1% fee will be applied to all credit card transactions. Learn more about this fee and how it relates to PD registrations.

People Management & Personal Development

Resolving Conflicts: From Confrontation to Collaboration (Live Webinar)

DELIVERY FORMAT
Online Virtual
SEMINAR TYPE
PD Seminar
NEW SEMINAR
Course Details
Cost
$210
Members
$235
Non-Members
Eligible Hours
3.5
CPD Hours
0
Ethics Hours
0
AML Hours
Passport
5
Credits
Prerequisites
Prerequisites
Not applicable

Overview

Conflict is an inevitable part of working with people, but it does not have to undermine relationships, productivity, or results. This practical workshop explores strategies for addressing conflict constructively and confidently while maintaining professionalism and respect. Participants will learn how to navigate challenging conversations, de-escalate tensions, and foster collaboration in a variety of workplace situations. By strengthening communication and interpersonal skills, participants will be better equipped to resolve conflicts effectively and support positive working relationships.


This live virtual seminar is offered in collaboration with CPA Western Provinces. The content is applicable to all participants.

 

Course Description

Effective conflict resolution is a critical professional skill that supports stronger relationships, better decision-making, and improved workplace outcomes. While preventing conflict through clear communication, collaboration, and mutual respect is always the goal, disagreements and misunderstandings can still arise. This workshop provides participants with practical tools and proven approaches for managing conflict in a constructive and professional manner. Through the application of emotional intelligence, communication strategies, de-escalation techniques, and collaborative problem-solving methods, participants will learn how to address challenging situations while preserving relationships and maintaining focus on shared objectives.

Applicable for

This course is designed for professionals who want to strengthen their communication, relationship management, and conflict resolution skills. It is particularly valuable for individuals who work closely with clients, colleagues, teams, or stakeholders and want practical strategies for navigating difficult conversations, managing differing perspectives, and fostering productive workplace relationships.

Learning Objectives

By the end of this session, participants will be able to:

  • Recognize common causes of workplace conflict and identify strategies to help prevent issues from escalating.
  • Apply practical communication techniques to address conflict constructively and maintain positive professional relationships. 
  • Use approaches such as LAST and DEAR to respond effectively in challenging or emotionally charged situations. 
  • Implement de-escalation strategies while maintaining professionalism, safety, and respect. 
  • Navigate defensiveness, differing perspectives, and power dynamics with greater confidence and effectiveness. 
  • Apply principles of negotiation, problem-solving, and emotional intelligence to achieve collaborative outcomes.

Content

  • Pre-empting conflict + quality collaboration and teamwork 
  • LAST: Listen, Apologize, Solve, Thank: A solid customer service approach
  • DEAR: Detach, Explore, Acknowledge, Respond: When someone is irate or ranting
  • De-escalation tactics + safety first
  • Dealing with defensiveness and power dynamics
  • Lessons from Persuasion & Influence: Negotiation; Problem Solving; and EQ

Course Dates & Registration

Dec 7, 2026
8:30AM - 12:00PM
Online Virtual
Joel Shapiro
Joel Shapiro, PhD has 30 years of experience as a business leader, coach, and consultant. He teaches leaders how to build talent, manage culture, and make employees part of the solution to create exceptional workplaces and sustainable results. Joel is always seeking the perfect blend of humanity and business performance. Previously, Joel helped save his third-generation family business during massive industry consolidation. He led the merger integration for six companies, helping everyone gel together as one unified team, fully equipped for the new strategy, competition, and market realities. The company grew from 60 to 600 employees, becoming #1 in its space in Canada. Joel earned a Ph.D. with Distinction in Philosophy and competed for Canada on the National Freestyle Ski Team.
Available
Register Now
Course Code: M62949A_OL

Improving Your Virtual Learning Experience

Live webinars have varying levels of expected interaction, with some requiring microphone and camera capabilities to support a proper learning experience – please email pdreg@bccpa.ca if you have concerns. 

In general, we encourage participants to have their cameras turned on to enhance their virtual learning experience. This practice promotes a stronger connection with the instructor and fellow participants, and fosters improved communication and collaboration.

Live Webinar FAQs can be found here.  

 

Registration terms and conditions, including the cancellation policy can be found here. If you require further assistance, please contact the PD Department. 

Credit Card Fee

Starting April 1, 2026, a 2.1% fee will be applied to all credit card transactions. Learn more about this fee and how it relates to PD registrations.