Understand the micro-skills essential to effective communication, particularly in conflict situations. Develop skills in how to listen actively, how to clearly state your own needs without shaming or blaming, how to reframe negative remarks to create common ground, and how to re-focus an interaction when tangents are introduced. Practice modelling the skills and receive feedback.


  • Active listening, assertiveness, reframing and observation skills
  • Communication skills that can be used to resolve conflict
  • Planning for continued use of communication skills




Come prepared to share your experiences, opinions and perspectives with the class.

All that is required is a strong desire to succeed and a willingness to learn and apply yourself.

Applies Towards the Following Certificates


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