When the Public Pushes Back: Turning Distrust into Productive Dialog (On-Demand)
Registrants will receive a link to watch the recording online as many times as they would like. However, this recording link may expire three months from the date of registration. We cannot guarantee it will be available after those three months.
General Information
Note: This webinar focuses specifically on managing distrust during individual customer interactions, rather than addressing public distrust on a broader scale, such as perceptions of government decisions, institutions, or systems.
Webinar Overview
Distrust between members of the public and local government can surface in everyday interactions, from a tense phone call to a difficult conversation at the front counter. Left unaddressed, these moments can make it harder to understand concerns, provide assistance, and move the conversation forward. In this webinar, the Center for Dialog & Resolution (CDR) will share practical de-escalation techniques drawn from years of training local government teams to navigate conflict with the public.
Rather than a lecture, you'll see these skills in action: CDR staff will role-play a realistic difficult interaction, then replay it using de-escalation techniques so you can see, side by side, how a different approach changes the outcome and helps the staff member stay composed and safe throughout. Whether you work the front counter, answer the phones, or regularly interact with community members, you'll leave with concrete tools for navigating hostile interactions and working toward more productive conversations.
Educational Objectives
Presenters
When the Public Pushes Back: Turning Distrust into Productive Dialog (On-Demand)
Have a question? Please contact Jacob Rice (jrice@mrsc.org).