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How to De-escalate Conflicts in the Field


Some people handle verbal confrontations with ease, yet most of us find it difficult and unpleasant. Utility workers are no exception. Utility work tends to attract adventurous and forceful personalities, so backing down is rarely the first instinct and de-escalation is seldom their natural response.

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.

The good news is de-escalation is a learned skill, not a natural talent. This training session introduces the skills and approaches needed for effective conflict de-escalation.

3 HOURS | 3 CUSP POINTS | $125

*Also available as a SCORM file to use on your LMS

De-escalation is a learned skill, not a natural talent. This training session introduces the skills and approaches needed for effective conflict de-escalation.

Earn 3 CUSP points


Jim Willis headshot

James Willis, MSc, CMAS, CHS1

Jim Willis is a credentialed security expert and anti-terrorism specialist. He is an experienced electrical engineer and international development professional that has worked in more than 37 developing countries, including conflict and post-conflict areas of Cambodia, Ethiopia, and South Sudan. He spent six years in Afghanistan as a Theater Operations Director leading security operations, training, and reconstruction efforts. Jim’s security expertise is founded on the ground combat-zone experience supplemented with training from the US Defense Security Service, the United Nations Dept. of Safety & Security, and the Naval Postgraduate School Center for Homeland Defense and Security.

Jim’s utility expertise started after a tour of duty with the Navy during the waning days of the Vietnam War, Jim began a life-long utility-focused career that has taken him from lineman to graduate electrical engineer and to utility manager. He has held a myriad of positions in distribution and transmission electric power systems.

Using his in-depth knowledge of electric power systems and utilities, combined with his expertise in security Jim developed “ASSIST”©, a proprietary active shooter and violence prevention training series.

Jim’s education includes a bachelor’s degree in Electrical Engineering and a master’s degree in International Development and Security.

Jim is an active member of –

  • Institute of Electrical and Electronics Engineers (IEEE)
  • Society for International Development (SID-Washington)
  • International NGO Safety and Security Association (INSSA)
  • International Association Counterterrorism & Security Professionals (IACSP)
  • National Utility Training and Safety Education Association (NUTSEA)

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.

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