Menu

Strong Relationships, Steady Leadership

Navigating Difficult Situations with Respect

Non-credit Courses

Course Description

Strong Relationships, Steady Leadership: Navigating Difficult Situations with Respect

Difficult clients and employees are a reality of work life. There is usually more beneath the surface than meets the eye. So, it is crucial to apply empathy, while maintaining firm boundaries and respect in dealing with these situations.

Course Details

  • Duration

    12 hours

  • Delivery Method

    Virtual

  • Upcoming Sessions

    Starting January
    2 hours a week
    For 6 weeks

For more information email us at: info@eeyouistcheecollege.ca

Topics Covered

  • Setting the Foundation and De-Escalation
  • Clear Expectations and The Power of “No”
  • Addressing Absenteeism and Reliability
  • Hard Feedback Without Ruining Relationships
  • Navigating Lateral Violence and Gossip
  • Creating Accountable Action Plans

Course Benefits

At the end of this course the participants will be able to:

  • Identify and de-escalate workplace conflict within the first 60 seconds of an interaction using professional, neutral communication techniques.
  • Establish explicit behavioral boundaries and performance expectations for staff, eliminating ambiguity.
  • Execute structured, 15-minute feedback conversations regarding absenteeism or poor performance confidently, without damaging long-term working relationships.
  • Intercept and address lateral violence or passive-aggressive behavior directly, fostering a respectful team culture.
  • Formulate collaborative accountability plans with difficult employees, clearly defining expected changes, timelines, and consequences.

Intended Audience

This course is designed for anyone who wants to improve their ability to navigate challenging conversations with confidence, empathy, and effectiveness. Whether addressing conflict, providing feedback, managing performance, or discussing sensitive issues, participants will gain practical tools to communicate with clarity and achieve positive outcomes.

  • Supervisors and team leaders
  • Department managers
  • Executive directors and senior leaders
  • Human resources professionals
  • Teachers and instructors
  • School administrators
  • Student services personnel
  • College and university staff
  • Social healthcare workers
  • Community outreach workers
  • Community leaders
  • Program coordinators
  • Business professionals
  • Administrators
  • Consultants

Topics

  • Transitioning from peer to firm leader; managing immediate emotional reactivity using the Observe vs. React framework.

  • Eliminating assumptions that cause employee underperformance using the Clear is Kind.

  • Managing chronic lateness and the “excuse cycle” while balancing empathy for community realities with organizational needs using the Pattern vs. Incident.

  • Saying the “hard thing” directly and neutrally using the I Notice / I Need script framework.

  • Handling toxic workplace behaviors and indirect resistance using the Triangulation Stop technique.

  • Moving from a hard conversation into an enforceable, agreed-upon path forward using the Who, What, By When

Meet our Instructor

  • Kelly L. Howarth, M.Ed., PPCC

    Kelly Howarth has a Bachelor of Psychology, a Master of Education, a certificate in Human Resources Management, a Diploma in Adult Education, and a Certificate in Personal and Professional Coaching. She is a seasoned Coach, Facilitator, Educational Consultant, and Author with over 25 years of experience helping individuals, professionals, and communities unlock their full potential. Enthusiastic about fostering collaboration and growth, Kelly specialises in interpersonal skills development, team dynamics, and leadership coaching and training.

    Drawing from her background in coaching, psychology, human resources management, curriculum and instruction, and community education, Kelly creates engaging learning experiences that combine a hands-on, results-oriented approach to drive positive change that sticks. Through interactive workshops, coaching sessions, and tailored training programs, Kelly has helped countless individuals develop stronger interpersonal connections, resolve conflicts effectively, and enhance collaboration within teams. She is committed to empowering people to thrive in an ever-changing workplace.

    Kelly believes that building strong relationships is at the heart of personal and professional success and feels passionate about helping people create more meaningful and productive connections both inside and outside the workplace.

Registration Form

Please complete the Registration Form to begin the registration process.
Registration Form