Conflict Resolution Training for Non-Profit Housing Providers in British Columbia takes a modular approach to knowledge and skills development. Modules can be offered sequentially or on a mix-and-match basis, depending on the learners' needs

Alpha-numeric key:

C = Concepts or Theory     L = Law      

M = Management      T = Techniques or Skills

1 = Basic       2 = Intermediate     3 or 4 = Advanced

C1—Introduction to Collaborative Conflict Resolution—Explains different styles of, or approaches to, resolving conflicts and defines concepts and techniques central to the collaborative approach that seeks “win-win” or “interest-based” solutions.

C2—Conflict Resolution Theory—A more in-depth examination of the process negotiators can use to identify interests behind the fixed positions often taken by parties in conflict, and to come to a resolution based on mutual or compatible interests.

C3—Assisted Negotiation—When management intervention in a conflict is appropriate, this workshop provides an approach to assisting with 3rd party conflicts that don’t require the services of a professional mediator.

LI – Conflicts and the Law – Provides an overview of key provisions of legislation that could play a role in possible housing conflicts.

L2 – Administrative Tribunals – Discusses the principles of administrative law and the role that tribunals or agencies such as the Human Rights Commission, the Employment Standards Branch and the Residential Tenancy Office play in adjudicating conflicts and complaints.

L3—Selected Case Problems – Separate short modules that can be used in combination with each other and/or Module L2. Each looks in some more detail at a key piece of legislation and provides one or more case examples drawn from rulings of its tribunal or adjudicators. Participants are challenged to analyze the case and propose alternative ways in which the conflict or complaint could have been managed or prevented.

M1—Conflict Dynamics—Looks at the personal, social and cultural variables that influence conflict situations. Emphasis in this module is on the impacts and effects these variables have on the behaviour of individuals in conflict, rather than the overall organization.

M2—Preventive Conflict Management – Explains how clear communication, good policies and appropriate procedures can help create an organizational culture that minimizes conflict and maintains a healthy attitude toward conflicts that do occur.

M3—Conflict Intervention Issues—Identifies three levels or stages of conflict. Provides housing managers with assessment criteria and tools to help them determine if and when their intervention is warranted in interpersonal or community disputes.

T1 – Basic Conflict Resolution Skills—Provides an opportunity to apply the concepts taught in C1, primarily through the use of active listening techniques.

T2 – Intermediate Conflict Resolution Skills—Participants role-play a scenario in which a housing manager must use key active listening and communication skills in an interaction with a vacating tenant who is not receiving his full security deposit back. Participants use peer coaching to give and receive feedback on their technique.

T3—Advanced Negotiating Skills—Using an expanded version of the T2 case scenario, the manager and tenant attempt to negotiate a “win-win” resolution of their differences over the security deposit. Each must use communication skills to discover the underlying motives or interests behind the other’s position in order to reach an agreement.

T4—Assisting Negotiation—Introduces two more advanced communication/mediation techniques that participants can add to their skill set and then apply (along with those previously learned) in a role play scenario where they “coach” or assist two tenants resolve a disagreement. This is a highly advanced session for participants who have taken most of the other workshops in the series and have previously applied some of the techniques in real-life situations.