Customer service and client facing workplaces have always grappled with the question of how to de-escalate difficult situations.

In this workshop, participants will learn a simple model for de-escalation, the origins of our emotional reactions to escalation and the active listening skills that will help calm a situation down before resolving it. Participants will take away a plan for de-escalation, helpful language to use when speaking to escalated clients or customers, a script for dealing with verbally abusive people and strategies for handing threats and violence if de-escalation does not work.

This workshop is for you if…

• you work in customer service
• you work in a client facing role
• you have to de-escalate client or customer situations in your workplace

English | French

This workplace conflict management workshop provides a comprehensive overview of the nature and importance of addressing conflicts early.

Participants will explore the impact of conflicts on team dynamics, employee well-being, and overall productivity, emphasizing the necessity for timely intervention. Through self-reflection exercises, attendees will identify their personal conflict triggers and prepare effectively to address disputes. The course highlights the critical role of active listening in conflict resolution, equipping participants with practical techniques to apply in real-world situations.

This workshop is ideal for managers, team leaders, and employees seeking to improve their conflict management skills.

English | French

WorksafeNB implemented regulations in 2019 that define harassment and require all employers to have an internal Harassment Code of Practice. Most employers have never dealt with harassment regulations and may feel lost about the terminology used in the definition, what these behaviours look like in real life, how to recognize employee complaints, what the reasonable thresholds are to take action and what to do when action is required.

There is also an optional second part to this workshop: Working With Your Harassment Code of Practice

English | French

This workshop is for employees

This workshop aims to enhance understanding of workplace sexual harassment and who typically becomes its target, while also developing awareness of individual and collective rights and responsibilities. Participants will gain the skills necessary to make informed decisions in specific situations, thereby increasing their readiness to take action against workplace sexual harassment.

By exploring the usual and vulnerable targets of workplace sexual harassment as well as other forms of harassment in the workplace, participants will be better equipped to recognize, prevent, and respond informally or formally. They will grasp the significance of individual rights and responsibilities, as well as those of their colleagues, while having a thorough understanding of informal and formal responses to workplace sexual harassment. They will also learn how to access services and resources to effectively address instances of harassment.

English

This workshop is for employers and supervisors.

Empower your team with essential knowledge and skills to foster a safe and respectful workplace environment with our comprehensive Workplace Sexual Harassment Prevention workshop.

Designed to address the pressing need for awareness and action, this workshop equips participants with the understanding of what constitutes workplace sexual harassment and who may be vulnerable targets.

Participants will explore individual rights and responsibilities, honing their ability to navigate challenging situations and make informed decisions. Our expert-led workshop delves into various forms of harassment, identifies common barriers faced by targets, and provides practical strategies to overcome them within their specific workplace context.

Participants will learn how to promote a culture of respect and inclusivity, including appropriate leadership behavior and effective response mechanisms to address and prevent harassment incidents.

English

In 2019, WorksafeNB mandated that all New Brunswick employers put in place a Workplace Harassment Code of Practice. Most New Brunswick employers now have written Codes of Practice but many still feel unsure about how to operationalize them to meet their regulatory responsibilities. In this session, participants will get comfortable with the terminology and language used in their own Codes of Practice and learn how to meet WorksafeNB’s expectation around implementation when an employee complaint is received. All from a practical, plain language perspective.

By the end of this workshop participants will be able to:

• Verify that all 8 regulatory requirements are included in your Code of Practice,
• Inform the different kinds of people in your workplace about your Code of Practice,
• Describe the regulatory requirement to act on a disclosure of harassment,
• Recognize and react appropriately to a disclosure of harassment,
• Address harassment complaints involving individuals who are not you employees or volunteers,
• Decide between an internal and external investigation of harassment, and
• Conduct an internal investigation, as described in your Code of Practice.

This workshop is the second part of the workshop ''Understanding Workplace Harassment''

English | French