Encounters with difficult citizens do not happen often. In fact, they are relatively rare, but as any experienced city employee can tell you, they do happen. This program gives new city employees validated techniques for calming emotionally charged situations successfully.

The program follows five difficult situations city employees have faced in the past from the beginning of the incident to its successful conclusion, and includes explanations of how to assess the situation, how to position yourself, how to interact with the other person, and how to slowly take control of the situation

Obviously, there are no guarantees when it comes to dealing with difficult people, but the time tested tactics shown in this program have saved a lot of city staff members from a lot of problems for a lot of years.