From Tension to Building Trust: Practical Techniques for High-Heat Public Engagement

People are arriving at meetings already frustrated, polarized, or skeptical. That means even routine engagement can escalate quickly if it isn’t managed with care. Engagement practitioners are being asked to navigate challenging situations. Practical de-escalation skills help people stay grounded, protect their own well-being, and remain effective in their roles. This session will share ideas on how to prepare yourself and your engagement project to respond to these challenging situations.

About the Presenter

Bridging online and face-to-face methods, Susanna has helped build alignment on challenging policy topics including land use, energy, healthcare, emergency management, and housing. She also provides training for better conversations between the public and decision makers, as an instructor for Simon Fraser University’s Dialogue and Civic Engagement certificate program, and for agencies across North America. For a decade, Susanna served as a judge for IAP2 Canada's annual Core Values awards that recognize excellence and innovation in public participation. susannahaaslyons.com