Aurora College

C.O.R.E De-Escalation - Online
2026-02-05 09:00 - 2026-02-06 16:00 (America/Inuvik)
Creating Opportunities with Respect & Empathy

Introduction

Introduction Sequence

Traditional lecture vs. skill based learning

De-escalation Overview

Goals of the course

Part I: Realizing Expectations

Being a professional brings expectations from:

The organization, the public, the media and the courts

Natural reactions in the face of conflict – Fight, Flight or Freeze

Exceptions are those who benefited from: great parents, great mentors, the Anvil of Experience (making mistakes) or effective training Experience Alone is No Guarantee of Success – Ericsson’s 10,000 hr. principle

Intergenerational Communication

For the first time, we are seeing Grandparents working on teams that contain persons their grandchildren’s age. Dr. Mary Donahoe

The Impact of Technology on Interpersonal Communication

Video Technology has created a new reality, the power of social media

Part II: It’s Not Personal!

Rationalizing the Irrational

People under the influence of negative emotions can appear irrational

Their attacks can be very personal and offensive

People Don’t Mean What They Say …

Words and meanings can be (and usually are), completely different

We need to ignore the words and search for the correct meanings

Don’t Take the Bait – 80% of Complaints Stem from Our Reaction

EGO Is the Enemy

Ultimately, that voice in our head that makes us do and say things that we never planned on doing or saying!

Compliance vs. Cooperation – Separating attitude from behavior

The Unanswered Question – the appropriate response to verbal resistance

Part III: The Learned Response

Confidence In Conflict – Confidence comes from skill acquisition and skill development Aristotle – ‘Audiences Are Made, Not Found’ and the 3 Appeals Emotional Intelligence:

Knowing who we are and what our role is (moral compass) Recognizing our emotions (and only perform the positive ones) Recognizing the emotions of others (empathy) Using this awareness to start building a relationship THE 93% RULE – It’s not what you say, it’s how you say it!

Breath! – Control your heart rate and prevent your emotions from ‘high jacking’ you

C.O.R.E. Philosophy

By recognizing and controlling our negative emotions, we can now perform only positive emotions. This mindset allows us to see opportunity in conflict as we endeavor to maintain the high ground by showing respect and diffusing the other with empathy

PROFESSIONAL RESPECT

Performed respect forms the basis of a healthy relationship

PROFESSIONAL EMPATHY

Essential for diffusing a difficult encounter – empathy absorbs tension

Part IV: Communication Essentials

Active Listening Revisited – Finding the meanings behind the words

The Power of Paraphrasing – the ultimate communication tool

Digging Deeper – asking the appropriate questions at the appropriate time

Providing Real Options – The essence of persuasion

Part V: Practical Application

Personal Security Awareness

Imminent Jeopardy

Proxemics

De-escalation Phrases – demonstrate that you are listening – refocus the contact

C.O.R.E. PROCESS

Introduction Sequence

Clarify – ask the $1,000,000 question

Establish Context– tactfully minimize resistance, build upon credibility

Proceed OR Persuade – Verify

Conclude

Case Study – application of C.O.R.E. techniques to actual events

Scenario Development – Practical application

Skill building – Introduction Sequence with De-escalation phrases

Skill building – Clarifying Sequence

Skill building – Putting it all together, no resistance

Skill building – Minimal Resistance – persuasion

Skill building – Medium Resistance – persuasion – Verify

The Ethical Protector Creed and Closing Remarks

Date: February 5 & 6, 2026Time: 9:00 a.m. – 4:00 p.m.Cost: $550.00Instructor: Darcy PennockLocation: Online via Zoom

Course Withdrawal 1/3 of Course
2026-02-06 08:00 - 17:00
50% refund to student & no academic penalty

High-Impact AI Workflow: An Introduction to Increasing Your Output With Better Prompts – Online Workshop
2026-02-09 13:00 - 16:00
This three-hour intensive workshop is designed for professionals, managers, and individual contributors ready to move beyond basic AI queries and leverage generative tools (like Gemini, ChatGPT, or Copilot) for a strategic advantage. You’ll explore a Prompt Engineering Framework—a core skill for professional output—and learn high-impact workflows for communication, research, and project planning. Leave with practical, ethical skills to confidently integrate AI into your daily routine, immediately saving time and significantly boosting your overall work output.

Participants will need access to Zoom, the internet and access to a generative AI tool such as Google Gemini, ChatGPT, CoPilot, etc.

Dates: February 9th, 2026Times: 1:00 p.m. – 4:00 p.m.Location: OnlineInstructor: Jeff O’Keefe

Conflict Management Workshop
2026-02-20 09:00 - 16:00
Conflict is a natural part of working with others—and when approached with skill and intention, it becomes a powerful catalyst for stronger relationships, clearer communication, and healthier teams. This immersive one-day workshop supports participants in understanding the dynamics that shape conflict and in developing practical tools to navigate it with confidence and compassion.

Your FacilitatorThis session is facilitated by Maureen Van Overliw, founder of Leadership Lab Consulting. Maureen is certified in emotional intelligence (EQ-i 2.0 & EQ-360) and brings extensive experience supporting leaders, teams, and organizations across the North and beyond. Her facilitation approach is grounded in cultural sensitivity, trauma-informed practice, and a deep commitment to helping people strengthen their leadership presence. Known for creating safe, engaging learning environments, Maureen weaves together practical tools, reflective exercises, and real-world application to support meaningful growth.

What We’ll ExploreThroughout the day, participants examine what enables teams to function at their best and what contributes to dysfunction, using real workplace scenarios that bring these concepts to life. Four key frameworks anchor the learning:

• Heather Plett’s Model of Identity, Belonging, and SafetyThis model helps leaders recognize how psychological safety and a sense of belonging influence how people show up in challenging conversations. Understanding these dynamics allows leaders to create conditions where conflict can be addressed respectfully rather than avoided or escalated.

Heather Plett’s Model of Identity, Belonging, and SafetyThis model helps leaders recognize how psychological safety and a sense of belonging influence how people show up in challenging conversations. Understanding these dynamics allows leaders to create conditions where conflict can be addressed respectfully rather than avoided or escalated.

Thomas-Kilmann Conflict Mode Instrument (TKI)Participants learn about their preferred conflict modes—Competing, Collaborating, Compromising, Avoiding, and Accommodating—and how each can be effective when used intentionally. This awareness helps leaders adapt their approach to better meet the needs of the situation and the people involved.

Gervase Bushe’s Experience CubeThe Cube offers a structured way to examine what we observe, think, feel, and want before or during conflict. This clarity supports grounded, transparent communication and reduces misinterpretation and reactivity.

Functional vs. Dysfunctional Team DynamicsThrough examining trust, accountability, communication, and shared purpose, participants reflect on how team health influences conflict—and how leaders can shape a more supportive team environment.

Together, these models provide a rich, practical foundation for building conflict management skills rooted in emotional intelligence, cultural awareness, and leadership practice. The session balances learning with application, ensuring participants leave with strategies they can confidently use “in the wild.”

This workshop welcomes anyone interested in strengthening their ability to navigate conflict, regardless of role or level of responsibility. Whether you lead teams, collaborate with peers, or support clients, you will gain valuable insights and tools to support more effective, respectful, and grounded interactions.

Dates: February 20, 2026

Times: 9:00 a.m. – 4:00 p.m.

Location: In Person Session

Instructor: Maureen Van Overliw – Leadership Lab Consulting

Cost: $550.00 (includes material and TKI report)

Course Withdrawal 50% of Course
2026-02-24 08:00 - 17:00
No refund, no academic penalty

High-Impact AI Workflow: An Introduction to Increasing Your Output With Better Prompts - Online
2026-03-02 09:30 - 12:00
This three-hour intensive workshop is designed for professionals, managers, and individual contributors ready to move beyond basic AI queries and leverage generative tools (like Gemini, ChatGPT, or Copilot) for a strategic advantage. You’ll explore a Prompt Engineering Framework—a core skill for professional output—and learn high-impact workflows for communication, research, and project planning. Leave with practical, ethical skills to confidently integrate AI into your daily routine, immediately saving time and significantly boosting your overall work output.

Participants will need access to Zoom, the internet and access to a generative AI tool such as Google Gemini, ChatGPT, CoPilot, etc.

Dates: March 2nd, 2026Times: 9:00 a.m. – NoonLocation: OnlineInstructor: Jeff O’KeefeCost: $175.00

First Aid/CPR Workshop - Thebacha Campus
2026-03-09 09:00 - 2026-03-10 16:00
Learn to save lives in a two-day course covering first aid, CPR, and AED for all ages—ideal for both professionals and anyone wanting lifesaving skills.

Time: 9:00 a.m. – 4:00 p.m.Cost: $350.00Instructor: Blyth and BatheLocation: Thebacha Campus, Fort Smith

Intro to Excel - Online
2026-03-19 09:00 - 12:00
This 3-hour session will introduce you to the capabilities of the MS Excel program. Learn the basics of what you can do with the powerful electronic spreadsheet program including:

Purpose of spreadsheets

Moving around the screen

Using the ‘Ribbon’

Entering data

Creating basic formulas

Selecting cells

Working with workbooks

Viewing & printing

Date: March 19, 2026Time: 9:00 a.m. – NoonCost: $175.00Instructor: Heather Lyon

Formulas & Functions - Online
2026-03-26 09:00 - 12:00
In this 3-hour session, learn how to set up formulas and functions to get the Excel program to do the math for you. Topics include:

Creating and editing formulas

Mathematical operators

Common functions

Conditional functions

Absolute & relative cell references

Protecting your workbook

Date: March 26, 2026Time: 9:00 a.m. – NoonCost: $175.00Instructor: Heather Lyon

Formatting the Worksheet - Online
2026-04-02 09:00 - 12:00
Make your Excel workbooks look professional and readable by learning how to properly format all the aspects of your spreadsheet. In this 3-hour session, you will learn how to work with:

Formatting dates & numbers

Cell alignment

Fonts & sizes

Borders

Colours and patterns

Format painter

Themes & Styles

Conditional formatting

Date: April 2, 2026Time: 9:00 a.m. – NoonCost: $175.00Instructor: Heather Lyon

Good Friday
2026-04-03 08:00 - 17:00

Easter Monday
2026-04-06 08:00 - 17:00

Charts & Tables - Online
2026-04-09 13:00 - 16:00
In the Excel program, you can convert your data from a spreadsheet into a table and/or chart. Learn how you can turn dry financial and statistical information into a vibrant visual display that will have a powerful impact on your audience!

Charts vs. Tables

Creating a chart

Changing chart types

Changing chart layout and location

Using sparklines

Creating a table

Creating a Pivot Table

Date: April 9, 2026Time: 1:00 p.m. – 4:00 p.m.Cost: $175.00Instructor: Heather Lyon

Excel Extras - Online
2026-04-16 09:00 - 12:00
You know the basics of the Excel program. Now learn about what else you can do to make working with this program even easier and more effective in this 3-hour session. Topics include:

Working with graphics

Inserting a screenshot

Sorting & Filtering

Using hyperlinks

Using comments

Drop-down lists

Grouping & Subtotals

Quick Analysis

Date: April 16, 2026Time: 9:00 a.m. – NoonCost: $175.00Instructor: Heather Lyon

Delivering Exceptional Customer Service
2026-04-20 09:00 - 2026-04-21 16:00
Course Overview

Customers today have high expectations. They are more demanding and less patient. Providing a positive, productive and proactive response is the key to exceptional customer service. Service skills always require updating, careful analysis, review and practice. This course examines the key to exceptional customer service by emphasizing the importance of first impressions, a positive service image and a customer focused approach.

Objectives:

Develop a positive approach to dealing with customers

Use responsive customer service skills

Help customers to understand changes in service

Keep your customer satisfied when explaining complex policies

Respond to demands for service with the best use of resources

Course Outline

Why is great service important?

How does it impact our customers?

How does it impact our business/organization?

How does it impact us personally?

How can we deliver exceptional service?

An attitude adjustment

Know your ‘product’

Know your customers

First Impressions

Why is this so important?

Face to face

Over the telephone

Business image

Building Relationships

Value Exchange

Recognition

Building Trust

Customer Communication

Learning to Listen

A different point of view

Personality Differences

Mirroring

Keeping the Customer Satisfied

Dealing with change

Oops, we made a mistake!

An attitude of gratitude

Managing Time & Resources

Multi-tasking

Time Bandits

Improving efficiency

Developing a Customer Service Plan

Belief Statements

Service Agreements

Accountability/Reporting Loop

Dates: April 20 & 21, 2026Times: 9:00 a.m. – 4:00 p.m.Location: OnlineInstructor: Heather LyonCost: $500.00

Robert's Rules of Order - Online
2026-04-23 09:00 - 16:00
Have you ever played a team sport where only a few of the players knew the rules? The same types of challenges can occur in your meetings if your group does not understand how to properly “play the game”. In this one-day online session, you will learn the basics of Robert’s Rules of Order, the foremost manual on parliamentary procedures that is used by most organizations with boards of directors. By following these rules and other tips included in this session, you can ensure your meetings will be fair, efficient, democratic and orderly.

What are Roberts Rules of Order?o History of the booko What are the principles behind these rules?

Motionso What is a motion?o Types of motions and their purposeso Presenting a motiono Seconding a motiono Debating a motiono Amending a motiono Withdrawing a motiono Voting on a motion

Requesting Points of Somethingo What is a ‘Point’?o Types of points and their purposes

Tips for chairpersons of a meetingo Know and teach your group the rules of ordero Set meeting times and dates that worko Notify and confirm attendanceo Prepare and distribute an agenda in advanceo Request reports in advanceo Start & finish on timeo Stick to the agendao Assign time limits for reports/debateso Ensure action items are clear and assignedo Do an Action Item Review each meetingo Dealing with “hot topics”o Make every decision unanimous

Date: April 23, 2026Time: 9:00 – 4:00 p.m.Cost: $350.00Instructor: Heather Lyon

Winter Term Ends
2026-04-24 08:00 - 17:00

Business Administration Math Entry Course
2026-05-05 18:00 - 19:30, 2026-05-07 18:00 - 19:30, 2026-05-12 18:00 - 19:30, 2026-05-14 18:00 - 19:30, 2026-05-19 18:00 - 19:30, 2026-05-21 18:00 - 19:30, 2026-05-26 18:00 - 19:30
Are you interested in attending the Business Administration Program but are missing the Math prerequisite or need to refresh your math skills?

This course will introduce students to the mathematical principles needed to be successful in the Business Administration Program. It will act as a pathway to admittance for students who may not currently meet the admission requirements or wish to refresh their skills before starting the program. The course will cover the concepts underlying math theories, principles, and usage. These fundamental skills are necessary to be successful in the BA Program for the development of numerical literacy.

Dates: May 5, 2025 – June 18, 2026Times: Tuesday and Thursday Evenings from 6:00 p.m. – 7:30 p.m.Instructor: Joanna HartleyTuition: $475.00 plus the cost of the e-textbook (approx. $88.00)Textbook: Foundations of Mathematics with Geometry, Trigonometry, and Statistics, fourth Edition, by Kugathasan & Kox (Publisher: Vretta). Price: E-Textbook package $88.00.Prerequisites: English 150 or English 30-2, Math 145 or Math 20-2 or 20-1Location: Online via TEAMS/Moodle

Add/Drop Deadline
2026-05-08 08:00 - 17:00
Also the last day for tuition to be paid or for a student to setup with a payment plan through Finance.

Writing Effective Proposals - Online
2026-05-13 09:00 - 2026-05-14 16:00
This 2-day course is designed to teach students how to write an effective proposal, whether to obtain work for a business or funding for an organization. The steps involved are covered from obtaining the needed information to prepare the proposal right to the layout of the final document. Through a combination of lecture and hands on work, students will work through the development and preparation of an actual proposal.

Date: May 13 & 14, 2026Time: 9:00 a.m. – 4:00. p.m.Cost: $600.00Instructor: Heather Lyon

Course Withdrawal 1/3 of Course
2026-05-21 08:00 - 17:00
50% refund to student and no academic penalty.

Intro to Excel - Online
2026-05-21 09:00 - 12:00
This 3-hour session will introduce you to the capabilities of the MS Excel program. Learn the basics of what you can do with the powerful electronic spreadsheet program including:

Purpose of spreadsheets

Moving around the screen

Using the ‘Ribbon’

Entering data

Creating basic formulas

Selecting cells

Working with workbooks

Viewing & printing

Date: May 21, 2026Time: 9:00 a.m. – NoonCost: $175.00Instructor: Heather Lyon

BOOKKEEPER & FINANCIAL OFFICER TRAINING PART ONE – INTRO TO ACCOUNTING - Online
2026-05-25 09:00 - 2026-05-27 16:00
This class is designed to enhance the knowledge of people presently employed in a bookkeeping or finance position or interested in pursuing a career in a bookkeeping position.

This 3-day course looks at the theory and the steps involved in preparing books for a business or organization in the NWT. Using an accounting simulation consisting of actual source documents from a fictitious business, students will enter one month of financial transactions for a small company using the five-journal system. This course will show students who use a computerized software program what is actually happening behind the entry screens on their computer and will give them a better overall understanding of the accounting process. Please note: This class includes intensive, hands-on work that will require your full attention. It is strongly suggested that if you are participating in these on-line sessions, you take the class in an environment where you can focus solely on the class. You will need a calculator or adding machine for this session.

Course objectivesAfter completing this course, you will be able to:Better understand the accounting process used in the 5 Journal manual accounting systemBe familiar with the steps involved in the annual accounting cycleUnderstand the five account categories used in accountingUnderstand Debits & Credits

Dates: May 25 – 27, 2026Times: 9:00 a.m. – 4:00 p.m.Location: OnlineInstructor: Heather LyonCost: $750.00

Formulas & Functions - Online
2026-05-28 09:00 - 12:00
In this 3-hour session, learn how to set up formulas and functions to get the Excel program to do the math for you. Topics include:

Creating and editing formulas

Mathematical operators

Common functions

Conditional functions

Absolute & relative cell references

Protecting your workbook

Date: May 28, 2026Time: 9:00 a.m. – NoonCost: $175.00Instructor: Heather Lyon
