Date: Wednesday, July 29 – 11:30a
Location: VIRTUAL
The Human Side of Help: Frontline Staff De-Escalation
Frontline staff often interact with clients in moments of stress, crisis, or frustration. These conversations can be difficult, but they are also opportunities to build trust and strengthen relationships. This interactive workshop equips client-facing teams with trauma-informed strategies to handle challenging interactions with empathy and professionalism. During today’s presentation we will explore the five types of difficult clients, learn practical tools for de-escalation and conflict resolution, and practice the art of active listening and strong apologies.
If you have any questions, please reach out to Tom Behnke tbehnke@wiscap.org
