Client Story: Training a Public Utility Workforce to Navigate Conflict with Confidence
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 Services, Security,...