Dealing With Difficult Citizens

Municipal employees will understand and be ready to use the basic techniques that are necessary to successfully calm emotionally charged situations with difficult citizens. This program follows five difficult situations city employees have faced in the past from the beginning of the incident to its successful conclusion and includes explanations of how to assess the situation, how to position yourself, how to interact with the other person, and how to slowly take control of the situation.

DVD – 10 Minutes – Advanced Concept Research