Dealing with High Conflict People

Success Series Seminar

BCIT Downtown, 555 Seymour Street, Room 282/284, Vancouver, BC, V6C 2V6 [Carte]
Date and Time: février 11, 2016 8:45am - 12pm PST

***SOLD OUT***

Have you ever been at a loss with how to motivate a difficult person to co-operate, either on a claim or with policy service? If so, you need tools to interact with high conflict people. This seminar will give you the skills on how to recognize people with high conflict personalities. You will also learn tips and tools on identifying high conflict traits and dealing with these individuals before situations become tense and problematic. As you become skilled in managing high conflict people, you will be able to make progress on resolving the issues at hand and positively impact your job or relationship with them.


  • Examine high conflict personality 
  • How to manage oneself when having to deal with high conflict people 
  • Explore how and why commonplace appeasement tactics don't work and can actually make high conflict behaviour worse
  • Learn tips on how to move high conflict people forward toward solution 

AUDIENCE | This interactive seminar will benefit claims personnel, brokers or those who frequently interact with high conflict people in their daily life.


Rena Novotny,  MA, Q.Arb., CIP, CRM – Owner Operator, Novotny Resolutions
Novotny Resolutions is a mediation, arbitration and conflict consulting firm that specializes in insurance and commercial dispute resolution, conflict capacity training, conflict analysis and conflict management system design. Rena has translated close to 30 years of claims adjusting into the field of conflict resolution and management, and holds an MA in Conflict Analysis and Management from Royal Roads University, and various certificates in mediation, arbitration, restorative practices and crisis intervention from the Justice Institute of BC, the International Institute of Restorative Practices, and the International Critical Incident Stress Foundation. Currently, Rena is completing prerequisite studies in abnormal and trauma psychology in advance of graduate work in the field of mental health and conflict.

Number of Continuing Education Credits: 3 Technical (Adjusters or Level 3 Agent Licensees only)

Registration Deadline: Tuesday, February 9th

If you have any questions or want to register a group, please contact Winnie Hon at 604.681.5491 ext.21 | 1.888.681.5491

Cancellation Policy: No Refunds. Participant substitutions accepted 48 hours prior to seminar (substitute must be current member). IIBC reserves the right to cancel the seminar due to unforeseen circumstances. Should this occur, registration fees will be refunded.

* For manual registration please download and complete our MANUAL REGISTRATION FORM [PDF] and return it via email to Winnie Hon

PRICES BELOW ARE BEFORE TAX. IIBC Membership Fee of $75 (expiring May 31st, 2016) will be added to shopping cart for non-members.