Provide your employees with critical conflict resolution skills to prepare them to address conflicts in their work and personal lives. These interactive workshops are offered by highly experienced trainers. They can be customized further based on your interests. All trainings can be adapted for youth.

The Skills of Conflict Resolution

Have you ever had a personal or work related conflict you didn’t know how to handle, or wished you had handled differently? If so, then this workshop will equip you to be better prepared to address conflicts with a variety of options. Dealing with conflicts in the community is inevitable and challenging, but it does not have to be disruptive. Conflict could actually be an opportunity for creative change and development! In “The Skills of Conflict Resolution” workshop we will talk about the key elements of conflict, different conflict management styles, how to communicate better, tools to use in difficult conversations and how to explore creative ways for resolving and managing differences. 

The Skills of Active Listening

Good active listening skills are essential to help people feel comfortable and safe to talk about their concerns and needs. As neutral parties to the conversation, we need to know how to encourage people seeking our help, to share their thoughts, and explore their options, without telling them what to do or what we think. This is not an easy task, it requires special tools and thoughtful effort on our end. In this workshop, we will review and practice some of the key elements of active listening - our special tools. For example, this training will cover Open Ended Questions, Summarizing, Positions and Interests, Reframing and Acknowledging. 

Understanding Cross-Cultural Conflict

People from different backgrounds and cultures address conflict in different ways. Cultures vary in how much they value emotion and directness in resolving conflict. Not being aware of these differences can make conflict resolution very difficult. In this workshop, we will teach participants about the different conflict styles and help them identify their preferred conflict style using the Mitchell Inter-Cultural Conflict Styles Inventory. We will practice how to interact with people from different backgrounds so participants will be well informed and trained for their own conflicts.

Executive Director Seth Izen leads a presentation on Difficult Conversations for Leadership MetroWest Alumni

Executive Director Seth Izen leads a presentation on Difficult Conversations for Leadership MetroWest Alumni


"Thank you so much for giving us your time and expertise as our guest presenter at our  Alumni Breakfast.  The reviews are in and they are as good as they get! Every single attendee I spoke to at the end of the event and every email I’ve received since have been filled with praise for your presentation and the table activity that followed.  The comments included words like “exceptional,” “ meaningful,” “practical,” “and “engaging.”  

I knew the content of your presentation would be perfect for our audience of leaders, and I had a good feeling that your presentation style would work for our alumni, but you hit it out of the park on both.  I’ve also heard from so many people that the conversations at their tables were rich, honest and so useful in giving them confidence to better deal with difficult conversations and conflicts in their workplace and in life.  For many in the room it was their first exposure to your organization.  I’m glad we could give them that opportunity."
-Organizer of Leadership MetroWest

"I cannot thank you enough for the training! It was well received by my colleagues and employees. Many have even requested to have you come back and do an all day training. There are several people that may be interested in the mediation trainings as well. This has been such a great opportunity and I’m so glad that we connected. Thank you again!"
-Training coordinator at South Middlesex Opportunity Council

“Come again with new ideas so that we can learn more and more. I really enjoyed the all 3 sessions. Thank you so much!”
-Training participant at Framingham State University

“I’d love to attend similar programs. Very well qualified instructors.”
-Training participant at Framingham State University

“You guys rock! So casual and informal which makes the training easy to comprehend.”
-Training participant at Framingham State University



Prior to assuming the leadership role at MetroWest Mediation Services, Seth was Assistant Director of the Middle East Center for Peace, Development and Culture at UMass Lowell, where he developed and taught a course in Mediation Theory and Practice. He has extensive experience mediating a wide range of cases including Juvenile, Care and Protection, Child Requiring Assistance, Harassment Order, Elder, Divorce and Civil Cases.

Seth has been active in community mediation in eastern Massachusetts since 2008, completing a practicum with the Cambridge Dispute Settlement Center, mediating on the district court panel of the Middlesex Law Center in Lowell, and serving as the Peer Mediation Coordinator at North Shore Community Mediation Center.

Seth earned a B.A. in Contemplative Studies and Political Science at Brown University and an M.A. in Peace and Conflict Studies at UMass Lowell.


Victoria has 15 years’ experience in the conflict resolution field as a mediator, facilitator, trainer and consultant. She has mediated hundreds of court-referred, government agency and private cases, including juvenile criminal cases and tenure, workplace, family, divorce, commercial, contract and tort disputes. She has served on mediation panels of the Boston Bar Association, the U.S. Equal Employment Opportunity Commission, and several departments of the Massachusetts Judiciary.

Victoria has extensive experience training mediation and negotiation skills for audiences ranging from urban teenagers to graduate students and executives. Her training experience includes custom conflict resolution curriculum design and extensive individual coaching. She has guest lectured at Boston College Law School and Suffolk University Law School, and provided training services including at the Program on Negotiation at Harvard Law School, MIT, Mediation Works Inc. and Boston College Law School. Consulting clients have included start-up and executive teams.

Victoria holds a B.A. in French from Dalhousie University and a graduate diploma in translation from the University of Geneva in Switzerland. Her 300+ hours of advanced training in conflict resolution include courses at the Program on Negotiation at Harvard Law School.


Daniele has extensive experience facilitating identity-based conflict engagement through the application of Action Evaluation and consensus-building models of conflict resolution.

Her experience includes building consensus in identity-based conflict among Jewish-Israeli, Arab-Israeli and Palestinian teenagers and program staff at Kids4Peace in Jerusalem as well as among Jewish-Israeli and Arab-Israeli school administrators and students at Yezreel Valley Academic College in Israel.

Daniele is the editor of Re-Envisioning Conflict Resolution: Vision, Action and Evaluation in Creative Conflict Engagement, published in 2017 by Routledge Studies in Peace and Conflict Resolution. She earned a B.A. in Government and Religion from Smith College and an M.A. in Conflict Resolution & Negotiation from Bar-Ilan University in Israel.


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