“It’s clear to me that there are ways to resolve conflict or disagreements that honours the dignity of all those involved. Through mediation strategies, we can make sure everyone feels heard.” – Pamela Salhani, SCS learner
After almost two decades of managing workplace investigations, Pamela Salhani knows that approaching situations with empathy and respect is key to dealing with workplace conflict. Her background in human resources, social development, corrections, and working with marginalized communities has afforded Pamela a deep insight into the value of mediation. “As a former Director of Employee Relations for a large Ontario non-profit organization, it’s clear to me that there are ways to resolve conflict or disagreements that honours the dignity of all those involved. Through mediation strategies, we can make sure everyone feels heard,” she says. “Peace is key to a healthy workplace. Organizational data has shown that more complaints can be resolved through mediation and conflict resolution strategies, instead of formal investigations.”
When she came across the Specialized Certificate in Managing, Investigating, and Resolving Workplace Harassment Complaints at the School of Continuing Studies (SCS), Pamela was inspired to further enhance her mediation and investigation skills, and explore innovative ways to create a psychologically safe work environment. “I wanted to grow my skills at SCS because I truly believe we need to learn and grow in investigations. More importantly, I wanted to shift organizational thinking around how we manage investigations, and how we can address and resolve conflict in proactive ways,” asserts Pamela. “My instructor for Identifying, Addressing and Effectively Managing Workplace Harassment Complaints, Jennifer Pernfuss, contends that empathy is a key skill in effectively managing workplace complaints, early interventions and conflict resolution. Growing trust, and building mutually respectful workplace relationships, allows for a much calmer and less stressful path to resolution. Of course, this isn’t possible in all circumstances, and we have important legal obligations, but Jennifer’s perspective on informed trauma, fear, respect, and communication really aligned with my ideas around peaceful resolutions.”
Pamela appreciated the very hands-on approach to online learning at SCS, which included breakout sessions, case studies, and multimedia content. “The curriculum was very applicable. I will implement tools, assessments, and checklists I learned in class in my practice. “I was faced with some challenges, specifically in regards to using some new technology, and had to step outside my comfort zone. But Jenifer was really there for us, and clearly wanted us all to succeed. I felt very supported, and am grateful for this challenge and learning experience.”
This winter, Pamela will start the second course in the certificate, Conducting Workplace Harassment Investigations. “Throughout my career, I’ve witnessed first hand that investigations can not only be costly, but they can cause great discomfort and mistrust between parties, and often they can be punitive, resulting in discipline, termination, feelings of shame, or relationships that don’t improve. I know we can do better than this, and I’m committed to creating safe spaces for people to be themselves. The first course in this certificate was very congruent with my values both personally and professionally, and I’m excited to start the second course soon,” she says. “I’ll be taking the third and final course, Resolving Workplace Harassment Complaints Pre and Post Investigation, this spring, and am confident that the skills I am learning will help me not only better support my practice, but open up new doors for me professionally.”