Who Should Attend:
Customer/member service employees and anyone who wants to improve their de-escalation skills.
Related Events:
Overview:
Resolving conflicts that arise in the workplace is one of the toughest challenges for customer-facing employees. In high-pressure interactions where emotions run high and positive outcomes are critical, you must already be prepared to respond effectively. During this workshop, you will develop new skills and strategies to de-escalate challenging situations.
This is a pre-conference workshop ahead of the 3 C's Conference. Separate registration is required.
Learning Objectives:
By the end of this workshop, you will:
- Learn the top five nonverbal strategies to de-escalate.
- Discover three tips to navigate challenging conversations.
- Learn the secret power phrases that almost always work.
- Identify the signs that an encounter may turn physical.
- Learn how to handle unforeseen emotional outbursts.
Instructor:
Carol Cambridge, The Stay Safe Project
Schedule:
Registration will begin at 1 p.m. Mountain Time, and the class will run from 1:30 to 4:30 p.m. Snacks and refreshments will be provided.
Location and Hotel Information:
The Grove Hotel
245 S. Capitol Blvd.
Boise, ID 83702
(208) 489-2222
Room rate: $244 for a deluxe room.
Please book your room here no later than Sept. 5, 2025, to receive the NWPPA group discount.
Fees:
Utility Member Early Bird (ends 9/5/2025): $270
Utility Member Standard: $345
Associate Member Early Bird (ends 9/5/2025): $405
Associate Member Standard: $480
Non-Member Early Bird (ends 9/5/2025): $540
Non-Member Standard: $615
Note: Organizations that register a group of employees will receive every fifth registration for free. For example, if you register five employees, you only pay for four; register 10 employees, you only pay for eight; and so on. There is nothing additional you need to do to receive this discount.
Cancellation Policy:
For webinars, virtual classes, and section meetings: cancellations at least five days prior to the event will receive a full refund; within 1-4 days or no show, the charge will be 100% of the registration fee.
For in-person events: cancellations at least 30 days prior to the event will receive a full refund; within 15-29 days there will be a $100 fee; and within 1-14 days or no show, the charge will be 100% of the registration fee.
When possible, please send a substitute instead of canceling. NWPPA does not charge a fee for substitutions. To request a refund, please contact us at registration@nwppa.org or (360) 254-0109.
Continuing Hours:
This course qualifies for 2 continuing hours. Certificates are issued upon full completion of the course.