Mastering Interpersonal Dynamics: Effective Communication and Conflict Management | Queen's University Faculty of Arts and Science

Program Overview

Every workplace experiences conflict and miscommunications. How we respond to and handle these issues is an important measure of our effectiveness in the workplace.

Participants will discover their conflict style by completing a TKI assessment ahead of the training. During the program, a confidential report will explain their scores on each of the five conflict-handling modes, as well as a detailed interpretation of what those scores mean. By reflecting on their personal results, and how their conflict style affects how they communicate and engage in conflict, participants will learn how to approach common workplace issues constructively and effectively.

This highly interactive program features practical tools and multiple exercises that build on one another, as well as opportunities to practice different intervention strategies and conflict resolution skills in the context of common everyday workplace interactions. Using case studies, hands-on exercises and small group work, participants will learn how to anticipate and better understand the dynamics of workplace communication at Queen's. They will leave with tools and techniques to assist them when dealing with challenging situations.

Cost: Free for FAS staff!

Questions? Contact Maryanne Wainman, Project Manager, Organizational Design

Program Dates & Agenda

Please note that a light breakfast, coffee/tea, and snacks will be provided at all in-person sessions.

Module 1 - Strategic Conflict Management: Unlocking TKI Insights

January 29, 2024, 8:30 AM - 12:00 PM | Mackintosh-Corry Hall, B176

Program introduction
Understand the fundamentals of communication and conflict
Learn the Thomas-Kilmann 5 Conflict Styles

Module 2 - Strategic Conflict Management: Advanced Tools and Strategies

March 4, 2024, 8:30 AM - 12:00 PM | Mackintosh-Corry Hall, B176

Learn how to analyze and effectively contextualize conflict
Learn strategies to deliver difficult messages
Understand how to de-escalate conflict

Virtual Coffee Chat

March 18, 2024, 2 – 3 PM

Check-in/coaching call to ask questions and follow-up on real-life application of the tools and knowledge learned to date.

Module 3 - Influential Leadership: Enhancing Self-Awareness to Improve Results

April 3, 2024, 8:30 AM - 12:00 PM | Mackintosh-Corry Hall, B176

Understand the role of self in managing conflict and building trust
- Strengths Survey
- Saboteur Assessment
Understand the principles of effective listening
Case Study (break room into groups - role play)

Virtual Coffee Chat

April 30, 2024, 9 – 10 am

Check-in for groups to ask questions and get feedback regarding their group projects, with scheduled time slots for each group (i.e., 15 minutes each).

Module 4 - Harnessing Trust and Communication: A Roadmap to Team and Organizational Cohesion

May 6, 2024, 8:30 AM - 12:00 PM | Mackintosh-Corry Hall, B176

Case Study (break room into groups - role play)
Learn the dimensions of trust and core trust behaviours
Understand core relationship building techniques
Program wrap up and personal commitments

Program Expectations

Participants will be required to attend all four half-day sessions in-person, on Queen’s campus, in order to graduate and receive their certificate.

Two virtual “Coffee Chats” will be scheduled to check in and follow-up on real-life application of tools and knowledge, and assist with group projects. These virtual sessions will not be mandatory, but it is strongly suggested that all participants attend.

A pre-program assessment must be completed online before the training starts. Completion of the assessment takes approximately 15-20 minutes and must be done approximately two weeks ahead of the training.

Participants should expect some homework between each session, including a group project threaded throughout the program.

Facilitator Bio

Wylie Burke is an innovation consultant, facilitator, and leadership coach. She has over 15 years of experience in business administration, human resources, strategic and operational planning, and leading high performing teams. She brings a unique perspective to her work, having had the pleasure of working for a diverse range of organizations including United Way Toronto, CIBC, SickKids, WSIB, and Toronto Metropolitan University.

Having led large-scale merger and integration initiatives, cultural transformation, and change strategies, she is recognized for taking a people-centred and creative approach to her work and is inspired by helping people and organizations realize potential and reach new heights.

As a sought-after coach, consultant, and facilitator, Wylie is recognized for creating inclusive environments that inspire insights, connection, fun, and shared learning, that result in personal and organizational integration. She thinks of her work as community building and recognizes that there is never a one-size-fits-all approach. It’s about learning and applying concepts in an adaptive way that brings about sustainable change, taking into account the dynamic, unique, and varied needs of individuals and organizations while also nurturing a shared understanding and appreciation of differences.

Wylie is passionate about her work with clients in reimagining the overarching HR function, turning it from a process heavy one into a strategically designed talent hub. Employing a design thinking methodology, Wylie helps to evolve talent models, programs, and strategies into innovative, agile, flexible, relevant assets that connect talent decisions to value-creating outcomes.

Wylie holds an MBA from Queen’s University, an Honours Degree in Sociology from York University, and she is an Adler Trained Coach.

Wylie is the lead facilitator for the Queen’s IRC Strategies for Workplace Conflicts and Talent Management programs.