From Meltdown Moment to Resilient Resolution

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Advanced Techniques for Service Excellence and Emotional Resiliency

Conflict is inevitable in today’s high-stakes, emotionally charged work environments. For government employees on the frontlines, managing high-conflict situations with angry and emotional clients is a daily challenge. The cost of unresolved conflicts is immense—from damaged relationships and decreased morale to significant impacts on productivity and organizational culture.

Through practical exercises, interactive discussions, and proven techniques, author, speaker, and customer and employee experience strategist Marc Haine illuminates how to effectively navigate and defuse high-conflict situations, ensuring your well-being and that of your clients.

Three Valuable Takeaways:

  1. Master the CALMING Framework: Learn and internalize a step-by-step approach to managing your responses, listening actively, and identifying solutions together, all while normalizing the situation and guiding clients toward resolution.
  2. Develop Emotional Intelligence: Enhance your self-awareness, empathy, and interpersonal skills to maintain composure and effectiveness even in the most heated exchanges.
  3. Implement Compassionate Assertiveness: Strike the perfect balance between empathy and firmness, ensuring you can de-escalate conflicts while maintaining authority and respect.

By the end of this workshop, you will be equipped with the tools and techniques to transform meltdown moments into resilient resolutions, fostering a healthier work environment and stronger client relationships.