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When the Public Pushes Back: Turning Distrust into Productive Dialog

Tuesday, October 6, 2026
10 AM - 11:30 AM
Cost: $50
 

REGISTER

Registration closes on Monday, October 5 at 5 PM. All registrants will also receive a link to view the webinar recording.

Webinar Overview

Distrust between the public and local government doesn't stay abstract; it shows up in daily interactions, from a tense phone call at the front counter to hostile pushback during public comment. Left unaddressed, these moments often widen the distance and distrust that caused them in the first place. In this webinar, the Center for Dialog & Resolution (CDR) will share practical de-escalation techniques drawn from years of training local government teams to navigate conflict with the public.

Rather than a lecture, you'll see these skills in action: CDR staff will role-play a realistic difficult interaction, then replay it using de-escalation techniques so you can see, side by side, how a different approach changes the outcome and how the staff member stays composed and safe throughout. Whether you work the front counter, answer the phones, or serve in elected office, you'll leave with concrete tools for turning a hostile moment into a workable conversation.

Educational Objectives

  • Learn de-escalation techniques to help you understand what the constituent is requesting.
  • Use self-regulation techniques to compose yourself and think clearly while someone is upset with you.
  • Know what to do once a hostile interaction ends, including when and how to debrief or loop in a supervisor.

Who Should Attend?

Local government employees who regularly interact (or supervise those that interact) with the public (including frontline staff, customer-facing teams, and elected officials) who want practical tools for navigating hostile or distrustful interactions.

Presenters

Maralise Hood Quan, Executive Director, Center for Dialog & Resolution

Maralise has spent her career leading and connecting communities through conversation, civility, and conflict resolution-from guiding peace negotiations in Central America to bringing coworkers together in a boardroom. She holds a BA in International Relations and Conflict Management and a Juris Doctorate, and previously served as Coordinator of the Conflict Resolution Program at the United Nations University for Peace and as a professional mediator focused on land use and state agency disputes. In 2023, she was awarded the Greater Tacoma Peace Prize for her work guiding communities through difficult conversations.

Jen Norlund Unger, Associate Director & Certified Mediator, Center for Dialog & Resolution

Jen works to ensure CDR connects the right people, in the right place, with the right materials-spanning mediation, facilitation, training, and coaching. She holds an MS in Negotiation and Dispute Resolution from Creighton University, a Senior Professional in Human Resources (SPHR) certification, and additional certificates in international conflict negotiation from Harvard and the United Nations. Jen recently completed multiple terms as a Practice of Law Board member under Washington State Supreme Court supervision.

Melanie Harding, Executive Director, MRSC (Moderator)

Melanie Harding joined MRSC as the executive director in October 2024. She has nearly 20 years of local government experience utilizing collaboration, communications, and innovation to advise leaders and implement effective solutions, such as supporting the development of intergovernmental partnerships like South Sound Housing Affordability Partners and shared municipal court services. Most recently, she served as Tacoma's interim deputy city manager where she oversaw more than 67 employees and budgets totaling roughly $63 million while leading other complex projects.

Thank You to Our Webinar Partner!



To learn more about their services, please visit the Center for Dialog and Resolution website.

Payment Policy: Payment is completed online by card. If you need to be billed to pay offline, there will be a $5.00 administrative fee added to the total cost of registration. To request an invoice, please contact Jacob Rice (jrice@mrsc.org).

Refund Policy: Refunds will be provided minus a 5% administrative fee until the registration deadline at 5 PM on Monday, October 5, 2026. No refunds for cancelations or no-shows after the registration deadline. To request a refund, please contact Jacob Rice (jrice@mrsc.org).