Water and wastewater operators are often in public facing situations and encounters. Understanding how to respond is critical, especially when many encounters involve conflict and/or escalated communication. Preparation and clear communication are the keys to maintaining a safe environment for themselves, their team, and the public as a whole. Operators will learn different methods of communication and how they may be used to produce a more efficient, productive, and ultimately, de-escalate conversations. Many field examples (plant, operations, and field staff) will be used to illustrate the concepts and lessons. This would be an excellent class for any operator who is public facing.
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