Local government employees are frequently the first point of contact for residents experiencing frustration, confusion, financial hardship, or personal crisis. Whether working at a front desk, conducting outreach in the field, or responding to complaints by phone, staff members without formal training in conflict resolution can find these interactions stressful, unproductive, and sometimes unsafe.

This engaging workshop provides practical, immediately applicable techniques for recognizing behavioral cues of emotional escalation and responding with verbal and non-verbal communication techniques designed to de-escalate. Participants will also learn how to establish critical boundaries when encounters escalate and recognize when it is time to disengage.

This program is being conducted in coordination with the League of Minnesota Cities for Minnesota municipal employees. LIMITED SPACE AVAILABLE; ICMA Members Only (ICMA members may register their staff).

Location: League of Minnesota Cities

145 University Ave. W

St. Paul, MN 55103-2044