Location: Remote Access – Live Webinar via ZOOM
Cost: MMA Member: $35; Non-Member: $70
Presenter: Kathleen Carnes
Municipal employees in many positions sometimes find themselves dealing with less than receptive citizens, including those who are not following required protocols with regard to COVID-19. This basic Zoom webinar will offer concepts, guidelines and tips for handling situations where tensions might occur as you seek to gain compliance. Among the topics to be covered are: Handling defensiveness; confronting unacceptable behavior; using the skill of active listening to lower emotions and defensiveness; how to ask questions; recognizing when listening doesn’t work; and how to disengage. This class is not intended as police training. Rather, it’s aimed at other municipal staff, and leaders, who seek common sense guidance on de-escalating testy encounters.
Kate Carnes was a Human Resources Manager for the State of Maine until her very recent retirement. Prior to that, Kate was the Director of Staff Training and Development within the Staff Education & Training Unit of the Department of Health & Human Services. She began her career at DHHS as a child protective worker and the State’s first Institutional Abuse Specialist. Kate is certified as a trainer in Ethical Fitness by the Institute for Global Ethics and is certified in a number of other programs, including Myers-Briggs Type Indicator, Leader Effectiveness Training, Parent Effectiveness Training (through Gordon Training International), and Cultural Competency for Health Care providers. Kate has a bachelor’s degree in Education from Boston University and a Master's degree in Adult Education from the University of Southern Maine.
*Registrants will receive their Zoom registration, including meeting details and the link to access the webinar, no later than 24 hours in advance.
Cancellations for MMA Zoom Webinars:
Cancellation notification must be provided in writing at least 3 business days before the session begins in order to avoid a financial penalty. Cancellations received within that 3 day window will be charged a $15 cancellation fee. Please visit http://www.memun.org/TrainingResources/WorkshopsTraining/Cancellations.aspx or email email@example.com to cancel. If you have any questions please contact the Educational Services Office at (800) 452-8786 or (207) 623-8428.