WEBINAR: De-Escalation for Frontline Staff
Description: De-escalation for Frontline Staff is designed to equip municipal employees who interact directly with the public with effective techniques to manage difficult situations calmly and professionally. This session will teach communication strategies to defuse tension, reduce conflict, and promote positive outcomes while ensuring staff safety and maintaining excellent customer service.
Topics include:
• Understanding triggers and recognizing signs of escalation
• Verbal and non-verbal de-escalation techniques
• Active listening and empathy skills
• Setting boundaries and maintaining professionalism
• Strategies for handling aggressive or upset individuals
• When and how to seek assistance or escalate situations
Certificates: A certificate of attendance is provided automatically by the Go-To-Webinar platform only if you watch the live broadcast after logging in with your name and your email. If you watch the webinar as a group, or if you watch a replay, you will not receive a certificate. For group training simply document the completion of the training on a training roster or safety meeting summary form.
Target Audience: This webinar is appropriate for all staff so please forward the registration link to others in your organization that may benefit from attendance.
Date/Time: April 15, 2026 (2-3pm EST)
Presenters: Trevor Reschny and Sam Slay