IMPORTANT INFORMATION REGARDING REGISTRATION RATES: MMA is utilizing grant funds from the Maine Workforce Development Compact (MWDC) to cover 50% of the cost for this webinar for employees of MMA member municipalities who meet eligibility requirements. To access this training at the discounted rate, you must complete an eligibility questionnaire while registering, indicating that you meet all the eligibility requirements and agree to the grant funding conditions. If you do not meet or agree to the grant eligibility requirements, you are still able to register at the MMA Member – Non-Grant Eligible or Non-Member rates. Please email training@memun.org with questions about grant eligibility.
VERBAL JUDO is the only true tactical communication course in America. The principles and tactics taught enable participants to use “Presence and Words” to calm people with difficult behaviors who may be under severe emotional or other influences, redirect the behavior of hostile people, defuse potentially dangerous situations, perform professionally under all conditions and achieve the desired outcome of the encounter, or professionally disengage.
This one-day course provides the opportunity for students to practice learned skills in an open and safe setting.
*NOTE: This course uses real and/or realistic examples of extreme customer situations and may contain profanity. Participant discretion is advised.
Who Should Attend:
If you work with the public and you ever find yourself in conflict situations – this is the class you should attend! This workshop will focus on conflict resolution techniques and how to handle conflict situations with expertise when they arise. This workshop is open to all municipal officials and employees.
Course Information:
Verbal Judo, or Tactical Communication, enables staff to focus on the behavior of others while maintaining their own and others’ safety and then use Appropriate Presence and Words to achieve a professional purpose. Verbal Judo, like Judo itself, uses the energy of others to master situations. It contains a set of communication principles and tactics that enable the user to generate voluntary compliance from others under stressful conditions. These tactics are especially useful when dealing with hostile, angry, upset, frustrated or disgruntled people. Verbal Judo teaches a philosophy of how to look creatively at conflict while offering specific, powerful, and usable strategies to resolve tense situations. Attendees will learn to respond to situations rather than react to personal feelings. Additionally, participants will come to understand how to deal with difficult behaviors and how to use conflict management tactics to defuse confrontational encounters.
The course has precisely defined training goals that address concerns important to both the organization and its individual employees. They are:
• Personal Safety
• Decreased Complaints
• Enhanced Professionalism
• Reduced Stress on the Job and at Home
• Reduced Vicarious Liability
• Improve staff morale
• Improve outcomes
Certifications:
• Maine Town & City Clerks’ Association – 5 optional points for MTCCA Certification Program
• Maine Fire Chiefs’ Association – 1 point for MFCA Certification Program
• Maine Town, City and County Management Association – 7 credit hours in ONE of the following categories: Leadership, Human Resources, or Legal
• Maine Revenue Services 7 credit hours for continuing education for CMAs CATs
• Maine Municipal Tax Collectors’ and Treasurers’ Association – 5 optional points for MMTCTA Certification Program
• State of Maine Animal Welfare Program – 7 hours of continuing education credits for Animal Control Officers - Also fulfills Core 1 (ACO Safety) and Core 4 (Officer Wellness) requirements.
• State Fire Marshal’s Office – 6 CEUs in Legal Issues hours for Code Enforcement Officers
Cancellation Policy:
Cancellations must be submitted using this Cancellation form to cancel your registration for an event.
Cancellations received before 9/22/25 will be assessed a $15 administrative fee for processing. Cancellations received on/after 9/22/25 will be charged 50% of the course fee. Any registrant who does not attend and does not cancel their registration (i.e., no-show) and any cancellation received the day of the event will be charged the full registration fee. Registration substitutions are permitted for registrants within the same municipality/organization and will be assessed a $15 substitution fee. Registration transfers to a future training offering are not permitted.