It’s All Your Fault: High Conflict People Worth Repeating: Skills Over Discipline to Transform Workplace Conflict with Cherolyn Knapp
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Dec 18, 2025 In this engaging discussion, Cherolyn Knapp, a conflict resolution consultant and lawyer from Victoria, Canada, shares her expertise on workplace conflict management. She highlights how traditional HR methods often miss the mark with 10-20% of high-conflict cases. Cherolyn emphasizes the need for specialized skills and early intervention, noting that connection and empathy are key. She introduces the 'New Ways for Work' approach, advocating for targeted coaching to prevent escalation, making her insights highly relevant for today’s organizational challenges.
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Pandemic Made Workplaces More Brittle
- The pandemic stretched people's emotional elasticity and intensified workplace polarization.
- That brittleness has increased reports of bullying, harassment, and perceived harm.
One-Size-Fits-Most Fails For Atypical Conflict
- Traditional HR approaches work for 80–90% of cases but fail for a persistent 10–20% of employees.
- Those atypical cases need different techniques, not repeating the same interventions.
Small Changes Yield Fast Transformation
- Applying New Ways techniques can transform difficult interactions in just a few conversations.
- Connection skills like ear statements often reduce walls and open progress quickly.