Human Resources

Many people struggle in the area of de-escalating conflicts with difficult people who become loud, rude, and obnoxious. Are you confident handling stress and conflict in a way that will not escalate the situation? 

If basic de-escalation techniques can be applied to stressful situations, the better the outcome can be.  Once you can connect and identify with something that is creating stress and frustration in a person, you are on your way to de-escalating the situation.

In this training, you’ll learn the basics of verbal de-escalation to give you confidence when dealing with difficult people. This includes risk factors/red flags, de-escalation tips, physical warning signs of violent behavior, and scenarios. You’ll leave with strategies to make you a more confident and assertive communicator, especially when dealing with difficult people!

Learning objectives:

• Recognize physical warning signs of escalating behavior

• Listen actively

• Remember to show empathy

• Use positive body language

• Exercise situational awareness

Course Resources:

• Slide Deck
• Violence in the Workplace Warning Signs
• CPI's Top 10 De-Escalation Tips

Location for May 9, 2023:

This course will be held in-person at the Madison Municipal Building (MMB), room 215. (215 Martin Luther King Jr. Blvd). Please note, this session will be recorded by our IT Media Team. 
When adding to your calendar, please be sure to note the location in your event. Please also plan ahead to arrive on time or early for minimal course disruption.

During Conflict Management, participants will have an opportunity to increase their self-awareness regarding their common styles to approaching and navigating conflict. Additionally, attendees will be encouraged to recognize different behaviors that they may engage in that lead to inadvertently increasing tension during a conflict. Finally, they will also be offered strategies and tools to defuse and resolve conflict in ways that honor their values, boundaries, and those of the other person involved. In spite of our focus being on the professional and collegial setting during the training, all of these skills are transferable to other contexts.

Learning Objectives:

• Increasing self awareness about one's personal style of managing conflict

• Recognizing how different behaviors may increase tension
• Exploring tools and strategies to successfully navigate conflict

Note:

Because this course is interactive, we request that you join from a computer or smart device. This course incorporates break-out sessions and we encourage your full participation in the virtual space.

Does it feel like everyone is on edge lately? Where people are angry or lashing out? Do you need additional skills to better handle this? Then join us in learning about Trauma-Informed Customer Service, which is all about how we can provide customer service to people who have had bad things happen in their lives.

As humans, we tend to internalize our negative experiences and the stress that comes with those. An example is the communal trauma that we all have been experiencing with the pandemic. The stress can accumulate and make us feel anxious or angry, and make it easy to lash out at others. Come learn about how to reframe these situations and acquire some techniques to better handle challenging customers.

On Demand Option:

Now available as a 45 minute recorded video presentation so you can watch at your convenience or use as a refresher if you attended the live version. We encourage viewers to use the Questions handout to process the concepts presented, whether you watch on your own or with your work group. If you prefer a more interactive experience, please register for one of the upcoming sessions by clicking the button on the right.

Course Resources

Please read through the following materials before viewing the recording:
Handout: Trauma-Informed Customer Service Training
Handout: Trauma-Informed Customer Service Training Questions