Customer-facing roles can present unique challenges, particularly when working within First Nations communities where interactions may involve high emotions, complex histories, and community-specific dynamics. This session will explore the risk of workplace violence in customer and community interactions, helping participants understand how escalation develops, what warning signs to look for, and how to respond effectively and safely.
Using a trauma-informed approach, participants will learn practical de-escalation strategies that prioritize respect, cultural awareness, safety, and self-regulation. The session will cover the escalation cycle, verbal and non-verbal communication techniques, boundary setting, situational awareness, and when to seek additional support. Realistic scenarios will help participants apply strategies in ways that reflect community-based workplaces and service environments.
By the end of the session, participants will feel more confident in recognizing early signs of escalation and applying proactive, trauma-informed de-escalation techniques to reduce the risk of workplace violence while maintaining positive and respectful community relationships.
