Session Title: (219.1) Handling Challenging Conversations with a Polarized Public (219.1-First Offering)
Session Type: Education Session Clinic
Topic(s): Customer Service, Equity and Inclusion
Communication, Safety and Security
Day/Time: Wednesday - Block 4
10/11/2023 02:30 PM (Central Time (US & Canada)) - 10/11/2023 03:30 PM (Central Time (US & Canada))
Room: Room C148 (Clinics)
Audience Experience Level: Any level
Audience Familiarity with DEI: Any Level
CEU: 0.1
Description:
Please note that this session will be offered twice. (Sessions 219.1 and 219.2)
It seems society is more divided than ever, and that tumult presents itself in our daily lives. As employees of a Parks & Rec department, there is often an expectation to “keep the peace”, even in the midst of dealing with difficult personalities. Sometimes, people who feel “wronged” are intent on venting their anger and they direct that towards staff. This can be challenging when one feels personally attacked for something that they may or may not have control over. It’s easy to fall back on policy but oftentimes we see that an immediate explanation of the policy by the staff leads to escalation rather than resolution because needs are not being met. Through interactive exercises, the National Conflict Resolution Center will teach best practices for managing upset individuals.
Learning Objectives:
1. Seeing beyond the “complaint” to the underlying need of the other person;
2. How to tell agitated members of the public information that they don't always want to hear and engage in problem solving with them when possible; and
3. How to respectfully respond to the emotions of others to achieve better outcomes.
Speaker(s):
Ashley Virtue
Daniel Orth
Handling Challenging Conversations with a Polarized Public (219.1-First Offering)
Category
Education Session
Description
Details on this session are provided to the left. Please click the link below to return to the full list of sessions.
View the Education schedule here
One-hour education sessions (0.1 CEU) will be delivered as either Talks, Sandboxes, or Clinics.
Clinics and Sandboxes will be smaller sessions and on a first-come, first-serve basis, so make sure to arrive early!
- Talks will be delivered as lectures or panel sessions.
- Clinics will focus on applying concepts to real-life examples through workshop activities.
- Sandboxes are a great networking opportunity that invite participants to talk shop, compare notes and swap advice around hot topics in the field.
Twenty of the one-hour education sessions will be available on-demand through the conference app while also delivered in person.
Details on this session are provided to the left. Please click the link below to return to the full list of sessions.