MIRROR Method Courses

How Can Leaders Learn More about the MIRROR Method?

The courses listed below will ensure that your leaders are properly trained in the MIRROR Method. Click on the course title for a full description.

Is There a Course for Employees?

Course 6.0 trains all staff (from front-line employees to leaders) on their rights and obligations in relation to building a respectful workplace. This workshop provides all members of your team with practical guidance and strategies on addressing discord and dysfunction in an early, direct and informal manner.

Customized Courses Available

All courses can be customized for length, focus and cost to meet the needs of your specific workplace. Please fill out our contact form or call us at 1. 877. 590. 8153.

CHRP Recertification Credits

Almost all MIRROR Method courses qualify for Chartered Professional in Human Resources (CPHR) recertification credits from the HMRA or provincial association where you reside. For more information please contact us.

 

 

Course Subjects

1.0 - The Foundations to Respectfully Leading a Respectful Team: Civility, Communication & Consequences

In this course, leaders will learn about their roles and responsibilities to build and maintain productive and respectful workplaces.  They will better understand the roots of dysfunctional behaviour and the need to address unacceptable conduct/performance as soon as it arises.

While the entire MIRROR Method will be reviewed; the focus of this course is on the first two steps of the Method - Monitoring the Workplace and Inquiring into the Reported/Observed Dysfunction.  Leaders will come away from this workshop with an understanding of how to proactively and effectively monitor the workplace for signs/symptoms of dysfunction.  Leaders will also learn how to further inquire into the reported/observed concerns and accurately assess the potential severity of the concerns before determining next steps.

In this course, leaders will learn how to determine whether to review a concern informally/formally; whether they can/cannot keep a complaint anonymous; whether they can refrain from taking action at a complainant’s request and other complex issues that often arise at the initial stages of a complaint.

This is a half-day workshop.

A full-day course is available.  With this option, participants will work through a case scenario of workplace dysfunction, identify possible concerns and determine how best to “triage” the dysfunction in order to clearly understand the situation that needs to be remedied.

Note: While not a mandatory pre-requisite for Courses 2.0-4.0, we highly recommend taking this course as a building block for all other supervisory courses offered in The MIRROR Method.

 

   This program has been approved for 3.5 CPHR recertification credits.

2.0 - Objectively Reviewing your Objective Reviews: Fundamental Components of a Defensible Workplace Investigation

Nowadays, workplaces face criticism and liability for conducting faulty reviews, because they are seen as untimely, biased, cursory or otherwise.  Additional monies are being awarded to employees for unfair investigations with a specific focus centred on those conducting and overseeing the review.

This workshop will provide leaders with a practical and legally defensible framework to follow to ensure they conduct and are seen to conduct - a fair and objective workplace review/investigation. This courses focuses entirely on the third step of the MIRROR Method – that of a proper “Review”.

Specifically, participants will come away from this workshop with the following:

  • How to determine who should investigate the concern: an internal member of the team, a human resources professional, an external consultant or otherwise;
  • How to determine if a formal investigation is necessary or whether alternatives, such as mediation, may be more appropriate;
  • How to determine if an environmental scan of the department/team may be more beneficial than a formal investigation of particular individuals;
  • How to conduct a proper and defensible investigative process, including appropriate questions to ask, how to properly question witnesses, the order of witnesses, how to assess credibility, how to distinguish between findings of fact and conclusions, and how to prepare a proper investigative report; and
  • Guidance for addressing challenging issues that might arise such as aggressive/emotional witnesses/representatives, refusals to participate, mental health issues and otherwise.

This is a half-day workshop.

A full-day course is available. With this option, participants will review a "mock" incident, and be given an opportunity to develop an investigative strategy, review evidence, make findings and come to a conclusion.

  

   This program has been approved for 3.5 CPHR recertification credits.

3.0 - Making it Better, not Worse: How to Remedy Workplace Dysfunction through Accountability and Support

Investigations are critical in order to properly determine “who” is responsible for “what” part of workplace dysfunction.  But then what?  How do leaders hold those individuals accountable in a respectful and defensible manner?

In this workshop, leaders will focus on the fourth step of the MIRROR Method – “Remedy” – to learn how to effectively address unacceptable behaviour and implement a plan to avoid future recurrences. Leaders will be given Marli’s “stove of accountability” to learn how to progressively address disrespectful behaviour and/or unacceptable performance. They will learn how to conduct effective coaching discussions, write letters of expectation, issue discipline and if necessary suspend/terminate someone for significant misconduct or otherwise.

In addition to addressing past behaviour, leaders will learn how to help individuals move forward.  Participants will learn about training, adjustment of duties, non-disciplinary transfers, and formal accommodations that may need to be implemented to mitigate the risk of recurrence.

Leaders will learn how to apply and practice the three critical elements of workplace accountability: respectful communication, effective, timely documentation and measured escalation.  They also will learn how to effectively address insubordination and other challenges that may arise.

This is a half-day workshop.

A full-day course is available.  With this option, participants will work through a case scenario of workplace dysfunction and develop conflict management plans for members of the “workplace team”.

Note: This course is a mandatory pre-requisite for Course 5.0

  

   This program has been approved for 3.5 CPHR recertification credits.

4.0 - Putting the Pieces back Together: Restoring Team Trust and Communication through Reflection and Rebuilding

This workshop will focus on the final two steps of the MIRROR Method: “Operational Restoration” and “Revisiting” the Workplace.

Commonly, after investigations, there are outstanding dynamics that need to be addressed in order to rebuild the team successfully.  In some situations, some or all of the staff have had to participate in a formal process, which has “pitted” individuals against each other.  In other situations, individuals have left the workplace (sometimes unwillingly), have been transferred to a different team or are returning to their team after having taken a leave during the investigation.  All of these dynamics create additional stressors/tension within the workplace.

During this workshop, leaders will be provided with tools to apply in order to restore balance to the team following an investigation or similar type event. They will learn about the effective components of a return to work plan, the messaging that might be considered following an investigation and how to balance transparency with confidentiality.  Leaders will learn how to develop practical “rules of engagement” for their teams as a way to “reset” the environment and move forward with a clean slate.

Finally, leaders will learn about the importance of “checking in” with certain individuals – and the team generally – on a regular basis, to revisit the situation and the overall health of the department and address any issues that may arise as soon as possible.

This is a half-day workshop.

A full-day course is available.  With this option, participants will work through a case scenario of workplace dysfunction and develop return to work and re-engagement plans for members of the “workplace team”.

  

   This program has been approved for 3.5 CPHR recertification credits.

5.0 - Clearing the "Fog" – An Advanced Course on the MIRROR Method

While, in principle, the MIRROR Method is a straightforward process to achieve workplace accountability, the circumstances of any given situation may be complex in nature. In this advanced course, participants will be given strategies to address some of the more challenging situations.

Specifically, participants will be exposed to the following issues:

  • How to properly and respectfully investigate and address disability-related misconduct;
  • How to properly accommodate employees with established mental or physical disabilities,
  • How to detect and manage drug/alcohol issues;
  • Whether and to what extent employers should inquire into potential medical issues;
  • How to manage privacy issues surrounding the request for and review of medical information; and
  • How to balance personal/family obligations with work responsibilities.

This half-day workshop is an advanced course: Participants must have taken the following courses:

1.0 The Foundation to in Respectfully Leading a Respectful Team: Civility, Communication & Consequences; and

3.0 Making it Better, not Worse: How to Remedy Workplace Dysfunction through Accountability and Support.

A full-day course is available.  With this option, participants will work through a case scenario involving “complex employees” involved in workplace dysfunction.  This will include consideration of mock drug testing results, mock doctor’s notes and otherwise.

Note: Mandatory Pre-requisite - Courses 1.0 and 3.0

  

   This program has been approved for 3.5 CPHR recertification credits.

6.0 - Building Effective Teams – Roles, Responsibilities, Tips and Tools for an Optimal Workplace

One of the most frustrating issues for staff to address is workplace conflict.  No employee enjoys coming to work if they – or those around them - are entrenched in drama and dysfunction.  In fact, the most common complaints about workplace environments stem from unhealthy team dynamics. 

One “challenging” coworker, supervisor or customer – who behaves and communicates with little consideration for those around them – creates disruption and disharmony for many others. Day-to-day conflict results in destructive gossip, sick leave, low morale and disengagement amongst those who attempt to cope with the conflict, either as direct participants/recipients or as bystanders who must deal with the fallout (including the continuing pressure to “take sides”).

Recently, WorkSafeBC has recognized the significant destructive effects of dysfunctional behaviour on the psychological health and safety of all workers.  As a result, it has implemented clear directives on how each individual (including complainants, bystanders and leaders) should act in order to build a sustainable culture of mutual respect and in turn, prevent harassment/bullying.

Commonly, ongoing and repetitive conflict continues – not because individuals do not want to act but simply because they do not know what to do.  During this workshop, Marli Rusen will provide practical advice and strategies to employees on steps they can – and should – take to reduce dysfunctional conflict on or affecting their team.  This seminar will provide all employees, including unionized supervisors and union representatives, with key tools to use to assist in resolving workplace issues in an early, fair and constructive manner.

The employee workshop is a half day workshop: this allows for time for questions/answers. If there are no questions, participants will be given a brief “case scenario” to work through.

7.0 - "This is Stressing Me Out!": How Union Representatives Can Respond Constructively to Concerns of Workplace Drama and Dysfunction

Training for Union Representatives/Shop Stewards

One of the most complex issues for union representatives to address is interpersonal conflict, bullying and harassment amongst team members or between specific employees and their team leaders or managers.

No employee – at any level of the organization - enjoys coming to work if they – or those around them - are entrenched in drama and dysfunction. In fact, the most common complaints about unhealthy organizations stem from dysfunctional interpersonal and team dynamics.

One “challenging” colleague, leader, client or customer – who behaves and communicates with little consideration for those around them – creates disruption and disharmony for many others. Day-to-day conflict results in destructive gossip, sick leave, low morale and disengagement amongst those who are involved in the dysfunction directly or are bystanders who must deal with the fallout including the ongoing pressure to “take sides”.

Many human rights, anti-discrimination and health and safety tribunals recognize the significant destructive effects of dysfunctional behaviour on the psychological health and safety of all individuals in the workplace. As a result, they have implemented clear expectations and directives on how everyone (including front line staff, supervisors and others) should act in order to build and sustain a culture of mutual respect.

Commonly, dysfunction continues because individuals, including union representatives, do not have the tools or education necessary to better understand and objectively evaluate the many layers of dysfunction that might be affecting the overall environment. During this workshop, Marli Rusen will provide practical advice and strategies to union representatives/shop stewards on steps they can – and should – take to more effectively respond to members’ complaints of workplace dysfunction and disrespect.

Half-Day Workshop:

The union representative/shop steward workshop is a half day workshop: this allows for time for questions/answers. If there are no questions, participants will be given a brief “case scenario” to work through.

Full-Day Workshop:

A full day workshop is also available with the addition of "applied scenarios". Marli will take union representatives through several scenarios to show them how to put the principles learned into practice.

Both the half and full day course can also be customized to meet the needs of your particular team or organization.

Contact

MFR Resolutions
Marli Rusen
#301-1321 Blanshard Street
Victoria, BC  V8W 0B6
1-877-590-8153
email

Testimonials

  • “Marli is a skilled, charismatic presenter with a natural talent of engaging and capturing her audiences’ interest. She has a relaxed instructional approach that uses a combination of direct and indirect elements. She uses appropriate humor to...
    Colleen McFadden
  • “Marli Rusen provided comprehensive and practical training to supervisors and managers on Effectively Managing Workplace Conflict.  Feedback from staff who attended included the following comments: Marli was engaging, had a dynamic style and...
    Steve DiCastri
  • “I am a civil and criminal litigator who has practiced in British Columbia for many years. I spent the last two days viewing the archived version of the 2015 Employment Law Conference at which Marli gave a presentation on workplace...
    M.N.R.
  • “Marli delivered a number of sessions on 'How to Manage Conflict out of the Workplace' to front-line supervisors, managers and the leadership team of BC Corrections. We received positive feedback in response to this training including the...
    Wardens
  • “Wonderful presenter. Totally relevant to my work situation. Also fantastic tips to pass on to students getting ready for workplace. They loved the information I was able to pass along. The information was delivered in a clear, interesting,...
    Vancouver Community College

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The MIRROR Method

How To Resolve Workplace Conflict? Learn more about workshops and courses using Marli Rusen's MIRROR Method - 6 steps to building respectful workplaces that are practical & defensible! Click here!