When you’re serving customers in stressful or emotionally charged situations, it can be challenging to stay grounded, communicate clearly, and keep conversations on track. This workshop gives you a practical set of trauma-informed communication tools to help you navigate difficult interactions. You’ll learn simple, flexible strategies for listening to understand, showing empathy, setting healthy boundaries, and offering excellent service while maintaining realistic expectations for yourself and the customer.

Performance Objectives: After completing this class, you should be able to:

• Explain why staying connected to your purpose is essential during stressful or escalated conversations.
• Follow a clear, trauma-informed pathway for the beginning, middle, and end of a customer interaction.
• Use flexible communication tools, including respectful re-directs and fresh language that helps avoid power struggles.
• Discern when a conversation needs more time, clearer limits, or a structured exit strategy.
• Apply verbal de-escalation techniques that support connection and reduce tension.
• Identify practical before-, during-, and after-work practices that support mental health and resilience following escalated events.

Intended Audience: All audiences.

Sales Tax Notice: Effective October 1, 2025
In accordance with Washington State law (ESSB 5814), sales tax will be applied to all training services. In addition to the course cost, sales tax will be calculated based on your agency's location and added to your final invoice after the class is completed.