Turn tension into traction: master the art of tough conversations.
Tuesday, Agust 18, 2026 | 12:00 pm - 4:00 pm ET
Conflict in the workplace is inevitable, but how it is managed can determine whether it becomes a productive discussion or a major disruption. In club management, where the environment is fast‑paced and service‑driven, you need practical tools to navigate it effectively. Especially when dealing with difficult conversations, sensitive issues, or challenging personalities.
This interactive workshop provides a practical, real-world approach to conflict resolution, equipping participants with transferrable skills in interest-based negotiation techniques, effective communication, and practical strategies for handling conflict with both employees and with patrons. This session is designed to build confidence by helping to recognize common triggers, respond to emotional needs, and maintain positive relationships even during challenging conversations.
In this session, participants will:
 |
Kelly Brown (B.A., M.A, Q, Med.) Kelly Brown is a qualified mediator (Q. Med) and dispute resolution practitioner with experience in mediation, facilitation, early resolution, training, and conflict coaching. As an Associate with Agree Inc., she supports mediations, workplace assessments, conflict coaching, conflict management training, and team restorations for a variety of organizations, non‑profits and municipalities. Her work focuses on identifying patterns in dysfunctional workplaces and developing clear, practical restoration plans. Kelly has also been an adjunct instructor at the University of Waterloo since 2014, teaching Conflict Resolution in the Legal Studies and Peace and Conflict Studies programs. She holds a BA and MA in Peace and Conflict Studies from the University of Waterloo, as well as a Certificate in Conflict Management from Conrad Grebel University College, with specialized training in negotiation, difficult conversations, peacemaking circles, and mediation approaches. |
CMAC Member: $295 + tax
Future Member: $395 + tax
Cancellations
Cancellations must be received, in writing, by no later than August 4. Cancellations received by this time will be refunded the registration fee less a 10% (plus HST) administration fee. Cancellations received after August 4 cannot be refunded. Substitutions will be permitted.
CMAC reserves the right to cancel this program. Registrants will be notified at the earliest possible date in the event of cancellation. CMAC will not be liable for any loss, damages or other expenses, other than the registration fees that such cancellation may cause.
Payment Policy
In order to attend the Human Resources Summit, registration must be paid in full to CMAC by August 18.
Payments made prior to July 27, can be paid by credit card, cheque, electronic funds transfer (EFT) or Interac e-Transfer (made to national@thecmac.ca). Cheques should not be sent after July 27.
Credit Card Payments
All payments paid by credit card are subject to a convenience fee (plus HST).
Certification
Upon successful completion of the program, CMAC members will receive one National Education Credit per hour attended. To successfully complete the program, participants must be present for the full session and complete a session evaluation. Only members who are registered will receive credits for attending the 2026 Human Resources Summit.
Videography, Photographs & Social Media
CMAC reserves the right to use any photos or videos recorded at the summit. By registering for the Human Resources Summit you acknowledge and agree that CMAC may photograph and/or record you during the event as well as use the photographs and/or videos in any publication or media for future educational and promotional activities/materials without further notification or any compensation.
