"I pay your salary"  responding to difficult situations with residents, patrons and customers.



From time to time, we all have to deal with people and situations that we find challenging; public service employees certainly face their fair share. While getting the job done efficiently and safely, the public service employee is expected to retain a positive public image for their department and municipality. When confronted with a resident’s disappointment, anger or entitlement, what one wants to say and what one should say are often two very different things. Participants in this seminar learn specific techniques for defusing and resolving difficult situations with residents


the above should be required training for LOTs.