This training session is designed to equip public entities with effective strategies and best practices for de-escalating confrontations with angry residents during public meetings or settings.
This session will explore the psychology of anger and common triggers in public settings and identify common challenging behaviors exhibited by angry residents (e.g., yelling, interrupting). Participants will be provided with strategies for managing challenging behaviors and gain insights regarding de-escalation techniques and its role in diffusing tense situations and discuss the benefits of proactive de-escalation techniques in preventing conflicts.
Safety protocols and de-escalation procedures in case of physical threats or violence will also be reviewed.
By the end of this session, participants should feel confident in their ability to defuse tense situations, maintain control, and promote respectful communication.
Presenter: Greg Henneke, Risk Control Manager, Ohio Plan Risk Management