De-Escalation & Communication Skills

This half day session is focuses on general de-escalation techniques and communication skills, and is helpful for those that are customer or public facing as well as when working with colleagues to enhance communication, customer service, and de-escalation skills. Knowing how to convey information effectively and respectfully, as well as how to de-escalate a situation is an important skill in public service. Recognizing that we cannot control how others behave, much of the focus is on self-awareness and proactive strategies, as we can influence how others behave through our own behavior, approach, and response to ensure we don’t unintentionally self-escalate a situation - or make a tough situation worse. Of the 4 phases… prevention, escalation, crisis, and recovery/restoration, we will focus on the first two.

Who Should Attend:

Employees and supervisors from any department - especially those that are public facing.

Instructor:

Aimee Reiner, Director of Health Safety & Risk Management, The Trust

Registration Information:

• Available to Members of The Trust's Property/Liability and/or Workers' Compensation Programs.
• Advance registration is required.
• Registration is limited to 4 employees per Member. If you have additional employees you would like added to our wait list, please let us know.

• Deadline for registration is Wednesday, March 4, 2026
• There is a $50 "NO SHOW" fee for anyone who registers but then fails to attend the training.

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Host or Publisher RI Interlocal Risk Management Trust- Savoeun Locke