Event Profile

The Basics of De-Escalation: Avoiding Communication Potholes

Date(s):
April 14, 2025
Venue:
Spokane Convention Center
Description:

Who Should Attend: 

All utility personnel, especially employees who interact with customers.

Related Event:  

2025 Engineering & Operations Conference and Trade Show, April 15-17, 2025

Overview: 

In this interactive workshop, Senior Patrol Officer Daniel Strassenberg will guide you through how to effectively communicate with the public as an electric utility worker. Through practical exercises and real-world scenarios, you will learn how to bridge the gap between what people say and how it is interpreted by others. The session will focus on identifying common communication pitfalls; understanding non-verbal cues; and developing strategies to ensure clarity, empathy, and professionalism in every interaction. You will also gain valuable de-escalation techniques to manage and defuse tense situations, fostering positive outcomes and maintaining safety. You will leave this workshop better prepared to navigate challenging conversations, avoid misunderstandings, and provide exceptional customer service.

Schedule: 

Registration will begin at noon Pacific Time and the course will run 12:30-3 p.m. Snacks and refreshments will be provided.

Instructor: 

Officer Dan Strassenberg, Senior Patrol Officer, Spokane Police Department 

Location: 

Spokane Convention Center 
334 W. Spokane Falls Blvd.
Spokane, WA 99201 

Hotel Information: 

The Davenport Grand 
333 W. Spokane Falls Blvd. 
Spokane, WA 99201  
(509) 458-3330 
Room rate: $185
Please book your hotel room no later than March 19, 2025, to receive the NWPPA group discount. 

 
Double Tree by Hilton Spokane City Center 
322 N. Spokane Falls Court 
Spokane, WA 99201 
(509) 455-9600 
Room rate: $185 
Please book your hotel room no later than March 25, 2025, to receive the NWPPA group discount. 

Fees: 

Utility Member Early Bird (ends 3/15/2025): $150 
Utility Member Standard: $225 
 
Associate Member Early Bird (ends 3/15/2025): $225 
Associate Member Standard: $300 
 
Non-Member Early Bird (ends 3/15/2025): $300 
Non-Member Standard: $375 

Canadian utility members, please contact registration@nwppa.org for pricing and to register.  

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 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 registration@nwppa.org or (360) 254-0109. 

Continuing Hours: 

This course qualifies for 3 continuing hours. Certificates are issued upon full completion of the course.  

For More Information:

To find out more about this event, or to learn about other events, view the Training and Event Catalog.