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How to De-escalate Conflicts in the field – LMS Course


For utility workers, de-escalating volatile situations in the field takes unique skills and approaches that typical de-escalation training just doesn’t address. They need proactive skills which help them understand – when to engage, how to engage, and when to escape the situation.




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What, Why, When and How to Investigate

March 4

11AM – 12:30PM ET

This session is designed to introduce students to the fundamentals of incident investigation.  It is important to know the specifics of an investigation including what needs to be investigated, why it needs to be investigated and when an investigation should occur. Participants will:

  • Know the definition of an incident.

  • Understand the importance of near hit/close call reporting and investigation

  • Verbalize the important of investigating incidents

  • Identify incident causes which include direct, contributing and root causes

  • Discuss the importance of incident prevention and proactive measures

  • Understand the differences between worker error and the system approach theory

Investigation Immediate Response

March 11

11AM – 12:30PM ET

How you respond to incidents play such an important role in determining what happened. This session will discuss basic methods for immediate response after an incident has occurred. Participants will:

  • Know dos and don’ts when developing a communication strategy and plan

  • Know OSHA reporting requirements

  • Understand the importance of appropriate data collection

  • Know best methods to obtain photographs, artifacts, sketches and graphs during an investigation

  • Verbalize methods to interviewing witnesses

Assessment Phase

March 18

11AM – 12:30PM ET

It is important to assess the information obtained during the response phase. This session will introduce you to analytical tools that can assist in determining what happened and how it can be prevented in the future. Participants will:

  • Know how to determine causal factors

  • Know various analytical tools and when to use a tool

  • Verbalize components of a corrective action plan

  • Understand best methods to document and track the final report to completion

Root Cause Analysis

March 25

11AM – 12:30PM ET

A Root Cause Analysis (RCA) plays such an important role in determining the root of the problem. Just as a tree will continue to live until you remove the root so will the conditions that caused an incident to occur. This session will introduce the participant to components of a RCA. Participants will:

  • Know the importance of a RCA

  • Understand methods to complete RCA


Pam Tompkins headshot

Pam Tompkins, CUSP, CSP, CUSA

Pam Tompkins is a principle instructor for the Incident Prevention Institute (iPi) and a founding member of the USOLN (Utility Safety and Ops Leadership Network). She presently serves on the executive board of the USOLN. She is a regular contributor and published author to iP (Incident Prevention) magazine.

Pam is President and CEO of SET Solutions, an organization that partners with iPi to provide workplace specific utility safety management services. She is a 40-year veteran in the electric utility industry, a member of Institute of Electrical and Electronic Engineers (IEEE) and American Society of Safety Professionals (ASSP).

Pam worked in the utility industry for over 20 years and has provided electric power safety consulting for the last 20 years throughout North America, Caribbean and Central America. She has supported utilities, contractors and other organizations operating electric power systems in designing and maintaining safety improvement methods and strategies for organizational excellence.  She is a Certified Safety Professional (CSP), a Certified Utility Safety Professional (CUSP), a Certified Utility Safety Administrator (CUSA) and an OSHA authorized instructor.

Matt Edmonds headshot

Matt Edmonds, CUSP, CHST, CET

Matt Edmonds is an adjunct instructor for the Incident Prevention Institute (iPi) and a published author to iP (Incident Prevention) magazine.

Matt is Vice President of SET Solutions, an organization that partners with iPi to provide workplace specific utility training services. He is a Certified Utility Safety Professional (CUSP) and a certified Construction Health & Safety Technician (CHST) and a Certified Instructional Trainer (CIT) with over 15 years of safety management experience. He is an OSHA authorized instructor for General Industry and Construction standards.

Matt provides specialty safety management services for electric power organizations throughout the US. He has been instrumental in the development of training courses designed for electric power organizations including OSHA 10- and 30-hour courses for electric power and for NFPA 70E electrical training and program development services. Matt presently works with utilities and contractors to provide technical and safety specific training, safety perception surveys, site audits and assessments, Root Cause Analysis and safety process evaluation and program development.

The views, information, or opinions expressed during this webinar are solely those of the individuals involved and do not necessarily represent those of Utility Business Media and its employees. It is strongly recommended you discuss any actions or policy changes with your company management prior to implementation.