Canada-Training-2016

Toronto • Ottawa • St. John’s • Yellowknife • Windsor
Alternative Dispute Resolution
Dealing With Difficult People
Coaching For a Better Workplace
Winning Over Irate Customers
Become a Powerful Negotiator
CONFLICT
MANAGEMENT
TRAINING

University of Windsor, Faculty of Law
Certificates are awarded at the end of
every multi-day public workshop.
“As an HR professional, the skills
that were learned are crucial to my
success in this field. A skills-building
course I would highly recommend.
Enhanced my ‘skills tool box’”
Patricia McConnell
Lanark County, Perth
sfhgroup.com/caSTITT FELD HANDY GROUP
EARN YOUR EXECUTIVE CERTIFICATE IN CONFLICT
MANAGEMENT IN UNDER ONE YEAR!
Just complete the following courses to earn the
Executive Certificate in Conflict Management:
• Alternative Dispute Resolution (ADR)
• Advanced Alternative Dispute Resolution
• Applied Alternative Dispute Resolution
• Dealing With Difficult People
• Online Difficult Conversations
• Online Negotiation
Specialized Faculty
Be inspired by our highly trained, experienced and passionate faculty.
All of our instructors are professional negotiation consultants,
mediators, coaches, course designers and facilitators. We practise
what we teach, so that we can teach you the latest techniques.
We will go out of our way to make sure you leave the training
with the skills you need to succeed. Visit sfhgroup.com/ca to see
biographies of our trainers.
Practical and Interactive Training
We offer intensive and interactive learning experiences
for professionals and executives. You will participate in
dynamic exercises and case studies, with two-way and
coached feedback. The concepts and approaches you
will learn have proven successful in the real world, and
can be applied immediately to your situation.
WOULD YOU WANT
NEW SKILLS TO TACKLE
CONFLICT?
Everyone expects you to solve their problems. Could you be better at
resolving conflicts and keeping relationships intact? How well do you
deal with employee disputes? How do you deal with upset and stubborn
people? Do you help employees negotiate when they have problems? Can
you identify talents and personality types? Are you expected to implement
people strategies that support the organization’s business objectives? Do you find
yourself playing the role of a linchpin - working with finance and operations to help
drive business? Our training will provide you with the tools you need to excel at the tasks
you face every day. Since 1994, more than 32,000 business professionals have turned to us
to learn new approaches to conflict management. We have also conducted programs for
organizations, associations and governments in Canada and internationally.

STITT FELD HANDY GROUP 1-800-318-9741
The ADR Workshop was by far the
best course I have attended in my 30
year career in HR. A must attend for
HR Professionals. I have used the tools
on a regular basis.”
Dan Heard, Ministry of Community & Social
Services, Blenheim
“
All of our multi-day workshops and online courses
have been approved for Continuing Professional
Development (CPD) hours under Section A of the
Continuing Professional Development (CPD)
Log of the Human Resource Professionals
Association (HRPA). Visit our accreditations
page at sfhgroup.com/ca for more
details.
ALTERNATIVE DISPUTE
RESOLUTION (ADR) WORKSHOP
At this four-day workshop, you will discover the time-proven process to
find win-win solutions to nearly any dispute thereby saving time, reducing
costs, eliminating litigation and preserving valuable relationships.
Due to the ever-increasing costs of conflict in the workplace, employers are
increasingly turning to ADR as a solution. Employee conflict, labour disputes and
discrimination claims in particular are increasingly common and employers need
to take steps to stem the tide of conflict and lawsuits. ADR is an effective means
to accomplish this goal. It is also the tool used by professional mediators to resolve
conflicts between disputing parties.
ADR seeks to resolve conflict by cultivating cooperation and understanding. It seeks
to find a solution that allows both parties to win. Above all, it seeks to protect the
relationship while solving the problem.
Workshop includes 6 negotiation case studies, 3 mediation case studies, 1 video and a mediation
demonstration. Experienced coaches observe mediation case studies and give feedback.
Personal Benefits - We Will Help You:
• Become more persuasive and get the best deal in a negotiation
• Learn to prepare effectively for all types of negotiations
• Handle difficult negotiators with confidence
• Resolve disputes while preserving relationships
• Know when to say yes, and how to say no
• Learn a process to mediate disputes between others
Organizational Benefits - We Will Help You:
• Save your organization time and money by helping you to negotiate better deals
• Protect and strengthen key relationships with suppliers, customers,
employees, the government, and other stakeholders
• Reduce the number of complaints and grievances by preventing
unnecessary conflicts
• Resolve workplace conflicts quickly and effectively to maintain
productivity and morale
• Create more productive employees who can communicate and
negotiate effectively
• Avoid costly and unnecessary lawsuits and work delays

STITT FELD HANDY GROUP sfhgroup.com/ca
ADR Workshop is a prerequisite
APPLIED ADR WORKSHOP
This four-day workshop is our most challenging and unique mediation workshop. It includes:
1. Eight mediation case studies
2. Choice of the Interpersonal Skills Exercise (IPS) or the Personal Mentoring Exercise with instructor
3. Opportunity to observe a real mediation
Experienced coaches observe mediation case studies and give feedback.
Advanced ADR Workshop is a prerequisite
• Observe and understand different styles of mediation,
including facilitative, evaluative, and transformative
approaches
• Use pre-mediation caucuses to maximize the chance
of success
• Learn to close the gap between parties and help them
obtain closure
• Be more confident dealing with harassment issues,
emotional parties, multi-party disputes, positional
parties and other challenges
• Develop tools for dealing with ethical challenges that
could arise in mediation
• Get one-on-one mentoring with a highly experienced
dispute resolution professional
• Broaden the kinds of issues your staff can
manage directly thereby lessening the need
for additional or outside help
• Prevent unnecessary conflicts in the
workplace
• Resolve disputes that are simmering before
they become complaints
• Improve productivity and morale by
promoting effective conflict resolution in
the office
• Avoid costly and time-consuming litigation
and arbitration
• Improve your staff’s ability to facilitate
difficult meetings
ADVANCED ADR WORKSHOP
This four-day workshop is designed for people who want to enhance
their ability to resolve disputes in their workplace or as professional
mediators. You will learn how to help people resolve their differences,
improve relationships and communication, mediate complex cases, deal
with harassment issues, address power imbalances and move positional people
towards agreement.
Workshop includes 9 mediation case studies and 1 video. Experienced coaches observe
mediation case studies and give feedback.
• Resolve workplace conflicts in a more cost-
effective and productive way
• Rebuild damaged relationships after conflict
• Mediate client disputes before they escalate
• Improve overall relations between
management and staff
• Save time and money that would otherwise
be spent on legal fees
• Plan and implement a dispute resolution
system within your organization
• Mediate a variety of disputes including interpersonal
conflicts, legal disputes and financial issues.
• Learn to get at underlying interests
• Identify and frame the issues to promote problem-
solving
• Structure the mediation process to maximize the
chances of success and minimize potential problems
• Modify the mediation model to suit your workplace
context
• Deal with difficult or positional people in mediations
Completion of the ADR and Advanced ADR Workshops will satisfy educational requirements for
membership in the ADR Institute of Ontario.

• Learn more about your own personality and the
personalities of people you find difficult and
how to interact more effectively
• Learn why certain people push your buttons
• Learn to prepare effectively for a difficult
conversation
• Confront someone calmly and respectfully
• Avoid common (but critical) mistakes
• Become a better listener
• Overcome the fears that lead you to avoid
conversations
• Know when and how to end a difficult
conversation
• Minimize the loss of productivity and morale caused
by interactions that were handled badly or conflicts
that were ignored and allowed to fester
• Achieve more effective interaction among employees
• Maintain and repair workplace relationships
• Deal with problem employees in new and helpful ways
• Improve the ability of your staff to manage and lead
others effectively
• Inject confidence in your staff by providing them with
the tools and ability to have difficult conversations
productively
ONLINE COURSES
You take the online courses at your own pace. You interact with animated characters who create challenging situations.
Online Negotiation Course
8 modules $199+HST
You will learn what your negotiation tendencies
are, when to say yes and when to say no, how
to negotiate as part of a team, how to deal with
difficult and deceptive negotiators, strategies for
making a cold call and how to negotiate with an
inflexible person. You can download 65 pages
of negotiation notes and tips at the end of the
course.
Online Difficult Conversations Course
5 modules $99+HST
You will learn how to deliver difficult messages
powerfully, how to confront someone without
provoking them, how to persuade difficult people,
how to begin a difficult conversation, how to discuss
issues that take you by surprise, and how to manage
strong emotions. You can download 25 pages of notes
and tips at the end of the course.
Instructor was hilarious, intelligent and
a great communicator and presenter.
Role plays and exercises were
great! Loved the opportunities
to practise with different
individuals.”
Alicia Bone, Vicwest
Oakville
“DEALING WITH DIFFICULT
PEOPLE WORKSHOP
At this three-day workshop, you will learn how to handle difficult
conversations and difficult people with skill and confidence. You will have the
opportunity to complete the Myers-Briggs Type Indicator-Step II ® and receive a
customized report containing insights into your personality type and the personality
types of others. You will also have the opportunity to practise a specific skill or conversation
that you have identified for yourself during the workshop.
Workshop includes the MBTI exercise, 8 exercises, 3 case studies and 5 role plays. On day 3 you
will practise a specific skill or conversation that you have identified. The facilitators will be available
to answer any questions.

STITT FELD HANDY GROUP sfhgroup.com/ca
The course material was excellent and
I really liked the chances to practise
the various coaching scenarios. The
instructors were very experienced and
very thorough. The exercises were very
practical and informative.”
Paul Henry, École secondaire du Sacré-Cœur
Sudbury
“
Organizational Benefits - We Will Help You
• Give your front line-staff the practical tools and
techniques they need to manage challenging
customer conversations and complaints
• Save money by improving customer satisfaction,
loyalty and company image
• Turn potentially difficult front-line conversations
into productive exchanges
• Minimize unnecessary escalation of disputes
• Give long-term front-line staff a new perspective on
customer service
• Showcase the image of your organization as
respectful and responsive
• Deal with irrational, aggressive, and
unreasonable people with greater skill
• Be assertive, maintain patience and deliver
difficult messages
• Avoid common (but critical) mistakes in
managing angry customers
• Use our customer service model to minimize
conflicts and retain customers
• To say “no” respectfully to an unreasonable
request while maintaining the relationship
• Feel more confident having difficult conversations
• Learn our seven step Progress Model of Coaching
and apply it to a variety of coaching situations
• Know the questions to ask that develop deeper
understanding and critical thinking skills
• Have a set of tools and templates to maximize
your efficacy as a coach
• Understand the difference between coaching,
mentoring and managing
• Get even the most challenging individuals to buy
into the coaching/mentoring process
• Refine the critical competencies required by an
effective coach
• Get the most from your people by building on their
potential
• Improve skills and fill gaps in under-performers
• Increase accountability in all of your staff
• Develop your staff’s ability to coach others to make
better decisions, and design and implement plans for
continued growth and development
• Keep employees on track and encourage follow
through so that doable plans are created and
implemented
• Develop managers who can confidently deal with a
range of conflicts and people more effectively
WINNING OVER IRATE CUSTOMERS WORKSHOP
At this high-impact one-day workshop for front-line staff, you will learn techniques that will allow you to handle
really challenging customer service situations with confidence. Whether managing a problematic customer or
having more productive conversations with fellow staff, this course will give you the core tools you need.
Workshop includes discussions on key tips, demonstrations, 4 exercises and videos.
Continuing Coach
Education (CCE) hours
Core Competencies 19,
Resource Development 5.5
COACHING
FORA BETTER
WORKPLACEWORKSHOP
BUILDING CAPACITY IN OTHERS
At this three-day workshop, you will learn techniques that will allow you to
excel at coaching others about workplace (and personal) issues. You will learn
the Progress Model of coaching and see how it applies to performance issues, conflict
coaching, performance management and other coaching issues. Coaching skills are now
crucial to be a successful manager - don’t miss out.
Workshop includes 9 coaching case studies and 4 instructor-led demonstrations with in-depth discussions

CUSTOMIZED TRAINING
We specialize in designing and delivering customized training to meet your specific learning objectives and
workplace issues. Together we will identify your key training needs and design a program to meet them.
We use coaches, computer simulations and video recording to enhance the training. We have over 20 years
of experience teaching in numerous industries, in the private and public sectors, throughout Canada and
internationally. Participants will leave your program with new skills that are immediately applicable to your
workplace.
• Create value for your organization by negotiating
better deals
• Give your employees the skills and confidence they
need to get better results
• Minimize missed opportunities resulting from poor
negotiation skills
• Save your organization time and money by resolving
conflicts through negotiation rather than grievances,
litigation or arbitration
• Optimize problem-solving between employees and
departments through skillful negotiation
• Help your organization to achieve more of its goals
• Improve the management of your staff
• Become more persuasive and get what
you want
• Learn the Harvard seven elements of
negotiation
• Prepare for even the most complex
negotiations effectively
• Overcome obstacles in negotiation
• Negotiate with unreasonable people
• Close the gap to get to the deal
• Know when to make the first offer, when
to say yes, and when to walk away
• Take control of a negotiation
• Get the best deal
“Excellent. I have attended
several negotiation courses -
this is the best!”
Anne Paul, Canada Mortgage &
Housing Corp., Toronto
BECOME
A POWERFUL
NEGOTIATOR WORKSHOP
You want good results in your negotiations but you don’t want to fall into the
destructive patterns that can damage relationships. You need to make your negotiations
effective by figuring out what motivates the other side and knowing when to put an offer
on the table. You need the skills to protect yourself from having others take advantage of
you. Attend this three-day workshop and learn to succeed where others fail.
Workshop includes 6 negotiation case studies, 1 video, numerous exercises and discussions.
Experienced coaches observe day 2 case studies and give feedback.
BONUS! As a follow up, you have access to the online negotiation course.

REGISTRATION INFORMATION
Please register me for the following workshop(s):
r ADR WORKSHOP, Toronto, April 12 - 15, 2016, $2,475+HST
r ADR WORKSHOP, Yellowknife, April 12 - 15, 2016, $2,475+HST
r ADR WORKSHOP, St. John’s, May 10 - 13, 2016, $2,475+HST
r ADR WORKSHOP, Toronto, May 31 - June 3, 2016, $2,475+HST
r ADR WORKSHOP, Toronto, June 21 - 24, 2016, $2,475+HST
r ADR WORKSHOP, Toronto, July 19 - 22, 2016, $2,475+HST
r ADR WORKSHOP, Toronto, September 27 - 30, 2016, $2,475+HST
r ADR WORKSHOP, Ottawa, October 18 - 21, 2016, $2,475+HST
r ADR WORKSHOP, Toronto, November 1 - 4, 2016, $2,475+HST
r ADR WORKSHOP, Toronto, December 6 - 9, 2016, $2,475+HST
r ADVANCED ADR WORKSHOP, Toronto, May 10 - 13, 2016, $2,995+HST
r ADVANCED ADR WORKSHOP, Toronto, August 23 - 26, 2016, $2,995+HST
r ADVANCED ADR WORKSHOP, Toronto, November 15 - 18, 2016, $2,995+HST
r ADVANCED ADR WORKSHOP, Ottawa, March 21 - 24, 2017, $2,995+HST
r APPLIED ADR WORKSHOP, Toronto, June 14 - 17, 2016, $3,475+HST
r APPLIED ADR WORKSHOP, Ottawa, July 19 - 22, 2016, $3,475+HST
r APPLIED ADR WORKSHOP, Toronto, September 20 - 23, 2016, $3,475+HST
r DEALING WITH DIFFICULT PEOPLE WORKSHOP, Toronto, May 17 - 19, 2016, $2,075+HST
r DEALING WITH DIFFICULT PEOPLE WORKSHOP, Toronto, July 26 - 28, 2016, $2,075+HST
r DEALING WITH DIFFICULT PEOPLE WORKSHOP, Toronto, October 26 - 28, 2016, $2,075+HST
r DEALING WITH DIFFICULT PEOPLE WORKSHOP, Toronto, Nov., 30 - Dec., 2, 2016, $2,075+HST
r DEALING WITH DIFFICULT PEOPLE WORKSHOP, Ottawa, Feb. 14 - 16, 2017, $2,075+HST
r BECOME A POWERFUL NEGOTIATOR WORKSHOP, Toronto, April 6 - 8, 2016, $1,995+HST
r BECOME A POWERFUL NEGOTIATOR WORKSHOP, Toronto, November 8 -10, 2016, $1,995+HST
r WINNING OVER IRATE CUSTOMERS WORKSHOP, Toronto, May 16, 2016, $699+HST
r WINNING OVER IRATE CUSTOMERS WORKSHOP, Ottawa, October 17, 2016, $699+HST
r WINNING OVER IRATE CUSTOMERS WORKSHOP, Toronto, November 28, 2016, $699+HST
r COACHING FOR A BETTER WORKPLACE WORKSHOP, Toronto, April 18 - 20, 2016, $1,995+HST
r COACHING FOR A BETTER WORKPLACE WORKSHOP, Ottawa, June 1-3, 2016, $1,995+HST
r COACHING FOR A BETTER WORKPLACE WORKSHOP, Toronto, April 5 - 7, 2017, $1,995+HST
ONLINE
At sfhgroup.com/ca
MAIL
Stitt Feld Handy Group
180 Duncan Mill Road
4th Floor
Toronto
ON M3B 1Z6
FAX
416.307.0011
PHONE
416.307.0000
1.800.318.9741
r Mr. r Mrs. r Ms r Dr. __________________________________________________________
(Please print name in the form you wish it to appear on your Certificate)
Job Title: __________________________________ Industry: ______________________________
Organization: ____________________________________________________________________
Address: _______________________________________________________ r Home r Work
City: _________________________ Province:.______________ Postal Code: __________________
Phone #: ( ) _________________________ Cell Phone #: ( ) ____________________________
Fax #: ( ) __________________________ Name on name-tag: ___________________________
E-Mail: _______________________________ Home E-Mail: _______________________________
Method of Payment:
r Bill me r Cheque enclosed, payable to: Stitt Feld Handy Group
r Credit Card Payment: r VISA r MASTERCARD r AMERICAN EXPRESS
Card # ___________________________________________ Expiry Date: ____________________
Card Holder’s Name: __________________________Signature:______________________________
Discounts: A 20% discount will
apply if 5 or more people register
from your organization during the
same calendar year.
Rescheduling Fee:An administrative
fee will be charged for a change
in workshop dates of $250 + HST
for
the ADR, Advanced ADR, Become
A Powerful Negotiator, Dealing
With Difficult People and Coaching
For A Better Workplace Workshop,
$500 + HST
for the Applied ADR
Workshop, and $150 + HST
for the
Winning Over Irate Customers
Workshop, if the change is made in
the 8 weeks before the workshop.
Cancellation Fees:A fee of 50% of
the Workshop fee will be charged
for cancellations made up to two
weeks prior to the scheduled date
for the workshop. The full fee
will be charged for cancellations
made less than two weeks prior
to the workshop date or if
participants fail to attend without
notice. A delegate substitution,
with the required prerequisites,
is welcome, up to the workshop
commencement date.
Visit sfhgroup.com/ca for more dates and locations.

Canada-Training-2016

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