About This Event + How to Register

Building on last year’s workshop, this hands-on course will sharpen your ability to handle tough conversations with the public and effectively communicate with your team. Note: Attendance of last year’s session is not required.

Handling Difficult Interactions with Utility Members

In this line of work, you may face situations where people are frustrated, upset, or even confrontational. Knowing how to de-escalate conflict, stay in control, and communicate clearly can make all the difference. Examples of topics and scenarios that may be covered:

• Handling an angry member concerned about someone near their utility box

• Addressing a high electric bill complaint without escalating the issue

• Taking a call from someone who hit a powerline or damaged equipment

• Engaging with members

• Responding to frustration over tracks left in a yard after utility work

• Dealing with accusations of trespassing while performing necessary utility work

Improving Communication Between Office Staff and Line Crews

Clear, efficient communication between office teams and field crews is just as important as member interactions. Miscommunication can lead to confusion, delays, and even safety risks. Examples of topics and scenarios that may be covered:

• Communicating effectively during a load control device change

• Relaying critical information accurately and concisely

• Communication alignment between office staff and crews in the field

• Preventing misunderstandings that could escalate into member complaints

• Supporting each other to maintain professionalism and a united front

Through team-based exercises and real-world scenarios, you’ll gain the skills to handle these conversations with confidence—both with members and within your organization.

Cost to attend: $50 (Fee will be invoiced following the training)

Additional training times available—See the Events page for more details.

About This Event + How to Register

Building on last year’s workshop, this hands-on course will sharpen your ability to handle tough conversations with the public and effectively communicate with your team. Note: Attendance of last year’s session is not required.

Handling Difficult Interactions with Utility Members

In this line of work, you may face situations where people are frustrated, upset, or even confrontational. Knowing how to de-escalate conflict, stay in control, and communicate clearly can make all the difference. Examples of topics and scenarios that may be covered:

• Handling an angry member concerned about someone near their utility box

• Addressing a high electric bill complaint without escalating the issue

• Taking a call from someone who hit a powerline or damaged equipment

• Engaging with members

• Responding to frustration over tracks left in a yard after utility work

• Dealing with accusations of trespassing while performing necessary utility work

Improving Communication Between Office Staff and Line Crews

Clear, efficient communication between office teams and field crews is just as important as member interactions. Miscommunication can lead to confusion, delays, and even safety risks. Examples of topics and scenarios that may be covered:

• Communicating effectively during a load control device change

• Relaying critical information accurately and concisely

• Communication alignment between office staff and crews in the field

• Preventing misunderstandings that could escalate into member complaints

• Supporting each other to maintain professionalism and a united front

Through team-based exercises and real-world scenarios, you’ll gain the skills to handle these conversations with confidence—both with members and within your organization.

Cost to attend: $50 (Fee will be invoiced following the training)

Additional training times available—See the Events page for more details.