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De-escalation Skills Workshop (Colorado staff only)

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November 16, 2023 @ 10:00 am - 12:00 pm MST


This workshop is now full. Feel free to email Christine Kreger at kreger_c@cde.state.co.us to be added to the waitlist.

This workshop is designed to equip you with the necessary skills and tools to confidently handle tense situations in your daily library work.

In this interactive workshop, we will explore how to balance customer service, while at the same time adhering to organizational policies and interests. You will also learn strategies for promoting personal emotional management and reflective listening tools for acknowledgment and alignment with escalated parties.

We will also cover strategies for explaining your needs while minimizing defensiveness by utilizing basic conflict psychology in de-escalating conflicts. We hope you will join us for this great learning opportunity!

  • This session is geared toward frontline staff.
  • Space for the Zoom class is limited to 20 and is reserved for Colorado library staff only.
  • Due to anticipated demand, the Zoom class will be limited to 3 individuals per library organization. (We will maintain a wait list for cancellations. There will be another session offered in February 2024).
  • To allow for open dialogue, the Zoom class will not be recorded.

About the presenter:

Luke Wiesner headshotLuke Wiesner has been a Conflict Specialist since 2014, providing mediation, coaching, training and facilitation to workplaces, families, neighbors, community organizations and individuals. He has worked internally with non-profit organizations and higher education institutions to create and design conflict management systems and programs. Working as an external consultant, Luke has worked with local government agencies, higher education institutions, assisted living communities, hospitality businesses, non-profits, boards of directors and many other complex teams to support conflict transformation.


November 16, 2023
10:00 am - 12:00 pm MST