Conflict Resolution: De-escalation Workshop
This workshop will equip maintenance and management professionals in multifamily housing with skills they can use to de-escalate customer confrontations, so they may avert violence and complete their primary work safely and effectively.
At the conclusion of the workshop, participants will be able to:
- Identify indicators of potentially escalating conflict in others with 80% accuracy.
- Describe 6 strategies that can be used to de-escalate conflict.
- Demonstrate application of at least 4 of the 6 de-escalation strategies when conflict is potentially escalating.
Participants will partake in multiple activities/exercises that will focus on the following skills:
- Verbal & Nonverbal Communication
3 CECs for attending
Only 24 seats available
Instructed by Brandon Mathis