At Washington Suburban Sanitary Commission (WSSC), difficult conversations come with the job—whether in the field, on the phone, or face-to-face with customers. CAICR partnered with WSSC in 2024 and 2025 to bring conflict communication training to every corner of the organization, equipping staff with the tools to de-escalate tension and respond with purpose. Client Snapshot Organization:  WSSC Water Location:  Maryland Departments Involved:  Customer Service, Utility Servic

Have you ever been in a conversation where someone was technically listening - they were quiet while you were talking, the messages were...

This article originally published on InsightPolicing.com I've been thinking about this a lot lately: What do we do when we want someone...