Introduction to De-Escalating Techniques Zoom Webinar
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Webinar presentation slides and handouts can be downloaded from our website: https://memun.org/Member-Center/Member-Workshop-Materials
Municipal employees in many positions sometimes find themselves dealing with less than receptive citizens, including those who are not following required...
Municipal employees in many positions sometimes find themselves dealing with less than receptive citizens, including those who are not following required protocols with regard to COVID-19. This basic Zoom webinar will offer concepts, guidelines and tips for handling situations where tensions might occur as you seek to gain compliance. Among the topics to be covered are: Handling defensiveness; confronting unacceptable behavior; using the skill of active listening to lower emotions and defensiveness; how to ask questions; recognizing when listening doesn’t work; and how to disengage. This class is not intended as police training. Rather, it’s aimed at other municipal staff, and leaders, who seek common sense guidance on de-escalating testy encounters.