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While escalating a concern or complaint can be the best option, it shouldn’t be the only option. Managers know that conflicts are time-consuming, expensive, and disruptive. The solution is to build capacity across an organization to deal with issues earlier and more effectively.

With 20+ years in dispute resolution, I help organizations to identify opportunities to learn from conflict and improve processes for managing complaints from front-line staff through to supervisors. I provide customized conflict resolution support, including training and conflict coaching. I draw from my experiences as a litigator, mediator, ombuds officer / investigator, facilitator and conflict coach, and from creating and managing a conflict resolution program for 19,000+ graduate students, staff, and faculty.

Interested in learning more about how early resolution approaches can improve working relationships and contribute to a fair and equitable workplace?

Contact me to learn more!

“You completely changed my perception(s) of conflict resolution as a grim/foreboding endeavour and channeled brilliance and dedication through all of your training, programming, and consulting.” 

Yaseen A., Staff member, University of Toronto

“[Heather] is someone who brings good humour, empathy, and diplomacy to every interaction. Her commitment to diversity and inclusion is exemplary…“

Jessica T., PhD candidate

EXCITING NEWS! The book I have written for graduate supervisors on ways to manage conflict earlier and more effectively will be published in 2022! Stay tuned for details.