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Introduction to De-Escalating Techniques Zoom Webinar
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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...
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.
Presenter Bio:
Kate Carnes was a Human Resources Manager for the State of Maine until her very recent retirement. Prior to that, Kate was the Director of Staff Training and Development within the Staff Education & Training Unit of the Department of Health & Human Services. She began her career at DHHS as a child protective worker and the State’s first Institutional Abuse Specialist. Kate is certified as a trainer in Ethical Fitness by the Institute for Global Ethics and is certified in a number of other programs, including Myers-Briggs Type Indicator, Leader Effectiveness Training, Parent Effectiveness Training (through Gordon Training International), and Cultural Competency for Health Care providers. Kate has a bachelor’s degree in Education from Boston University and a Master's degree in Adult Education from the University of Southern Maine.
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