De-Escalation Strategies for Front-Line and Office Staff: A Trauma-Informed Approach to Safer Workplaces

In today’s workplaces, both front-line and office staff are increasingly encountering high-stress interactions that can quickly escalate. Whether dealing with upset clients, visitors or colleagues, having the tools to respond calmly and effectively is essential—not just for nonprofit staff but also their organization to compassionately and safely support folks in crisis.

Join us for an interactive and practical webinar designed to equip staff at all levels with de-escalation techniques, trauma-informed care principles, and policy recommendations that support a safer, more compassionate workplace.

In this webinar, participants will learn:

• Core de-escalation techniques tailored to front-line and office settings
• The impact of trauma on behavior and communication—and how to respond with empathy
• Strategies to regulate one’s own stress response in challenging situations
• How to create safer physical and emotional spaces for both employees and clients
• Practical policy ideas for fostering a culture of safety, dignity, and accountability

Who Should Attend:
Front-line staff, administrative and office workers, HR professionals, supervisors, and anyone interested in improving communication, reducing workplace conflict, and building trauma-informed practices into everyday work.

Alex Lehning: Alex is a neurodivergent rostered psychotherapist (and Scorpio!) who brings a compassionate and human-centered approach to his work with clients. He has also been a staff member, volunteer, and board member at non-profits for over a decade, and personally knows how hard it is to separate personal and professional identities and center self-care over self-sacrifice. Currently, he is a VT Rostered Psychotherapist & Clinical Mental Health Intern completing his MA in Counseling at Vermont State University in May 2025. He also serves as the Executive Director of a Vermont nonprofit. Outside of my practice, he plays music and games and is a suicide prevention volunteer.