This 4‑hour or 8-hour course provides civilian and non‑commissioned public sector employees with practical, research‑supported skills in customer service, communication, and de‑escalation. Participants learn how frontline interactions at the counter, on the phone, or online may shape public trust and confidence in government.

Training focuses on four core SHRM competencies essential to public‑facing roles: Communication, Relationship Management, Ethical Practice, and Leadership & Navigation. Attendees explore how attitudes, emotional regulation, and communication choices influence public perception; apply structured customer service and de‑escalation methods grounded in DOJ procedural justice and NIJ research; and develop clear behavioral commitments for post‑training improvement.

This course also serves as a corrective or remedial option for employees who have been coached or disciplined for conduct or performance issues which provides the core training component to assist the employee to explore reasons for past decisions, performance, or actions while learning how to make internal changes in performance or behaviors. Built‑in reflection and accountability components support supervisors in documenting progress and reinforcing expectations.

This training is suited for regional training of commissioned and civilian staff or agencies who have identified steps to better equip their personnel. We provide a 4-hour and 8-hour sessions as requested and can address specific issues the agency is or has experienced.

Seminars Scheduled when Requested