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When and Where
  • 1/6/2022 9:00 AM CST
  • 1/6/2022 11:00 AM CST
  • Online Everywhere

De-escalating Confrontations in the Field

with Jim Willis

Course Schedule:

Thursday, January 6, 2022

10:00am - 12:00pm ET

Learning Objectives:

  • Understand the basic de-escalation concepts
  • Identify the obstacles and issues of de-escalation in the field
  • Learn an effective de-escalation method that works in the field


Some people handle verbal confrontations with ease, yet most of us find it difficult and unpleasant. Utility workers are no exception. Utility work tends to attract adventurous and forceful personalities, so backing down is rarely the first instinct and de-escalation is seldom their natural response. 

For utility workers, de-escalating volatile situations in the field takes unique skills and approaches that typical de-escalation training just doesn’t address. They need proactive skills which help them understand - when to engage, how to engage, and when to escape the situation.

The good news is de-escalation is a learned skill, not a natural talent. This training session introduces the skills and approaches needed for effective conflict de-escalation. 

Earn up to 2 CUSP points.