Join Elise from Ramara Township Public Library for an engaging and practical session focused on managing difficult interactions in frontline workplaces.
This workshop draws on real-life scenarios submitted by businesses, ensuring the learning is relevant, current, and immediately applicable. Participants will be introduced to four practical tools designed to help de-escalate tense situations, respond effectively when de-escalation is not possible, and recover professionally and personally after challenging encounters.
Through a combination of guided instruction and small group discussions, attendees will actively apply each tool to realistic case studies. Participants are also encouraged to bring their own experiences, creating opportunities for tailored problem-solving and shared learning. Elise brings a strong understanding of the complexities of frontline work in today’s environment and provides clear, usable language and techniques that can be implemented right away.
By the end of the session, participants will feel more confident navigating conflict, better equipped to manage high pressure interactions, and connected with peers facing similar challenges across industries.
Learning Objectives:
- Apply four practical tools to effectively de-escalate difficult interactions in the workplace.
- Identify appropriate responses and next steps when a situation cannot be de-escalated.
- Use strategies to manage personal stress and recover after challenging or confrontational interactions.
- Build confidence in handling real world scenarios through practice, discussion, and peer collaboration.
Elise Bethune has worked in public libraries across Ontario since 2010, starting out as a Student Page and growing through nearly every role along the way. She now serves as the Chief Executive Officer of the Ramara Township Public Library. Elise holds a Master’s in Library and Information Science from Western University, an APLL certificate, and is currently pursuing an HR certificate. Having worked in six different library systems on the front lines, Elise has developed strong de-escalation skills through mentorship, leadership, trainings, and lived experience. An avid learner and enthusiastic sharer of knowledge, she is excited to present the tools and approaches she uses both professionally and personally with local businesses in Simcoe County to help your team succeed when dealing with difficult situations.
https://www.orilliacdc.com/events/de-escalation/?#tkt-slctr-tbl-39663