Calm Under Pressure: Communicating Effectively in Difficult Constituent Situations

Instructors:  Melinda Schmitz & Ben Estell

Melinda Schmitz has been with the Pennsylvania Municipal League (PML) for more than three years in Training and Professional Development, where she develops and delivers training programs for municipal officials and staff. She brings nearly three decades of experience in training, leadership development, and workplace performance improvement. Prior to joining PML, Melinda spent 28 years with the Commonwealth of Pennsylvania designing and facilitating leadership training for supervisors and managers, followed by 10 years as an entrepreneur. Her expertise includes leadership development, communication, trainer development, and helping local government employees build the skills needed to serve their communities effectively.

Benjamin Estell is a leader in cooperative government and regional collaboration, serving as Executive Director of a Council of Governments. He previously served for nearly a decade as Borough Manager of Dormont, Pennsylvania, and seven years as Service‑Safety Director for East Liverpool, Ohio. Benjamin is known for building consensus, leading through uncertainty, and developing solutions that serve diverse stakeholders with professionalism and trust.

This session is designed to be interactive. To encourage open discussion and active participation, this session will not be recorded. Come prepared to turn on your camera, share your thoughts, and participate in the conversation. Your experiences and insights will help make the learning meaningful for everyone.

Course Description

Practical Strategies for Communication, De-escalation, and Resilience in Public Service

Local  government employees serve on the front line of public service and often encounter frustrated, upset, or emotionally charged constituents. This course equips local officials and staff with the communication, de-escalation, and resilience skills needed to engage professionally and confidently with difficult constituents in person, online, by phone, and during virtual interactions. Participants will learn practical techniques for managing conflict, setting boundaries, recognizing safety concerns, and maintaining professionalism while delivering exceptional public service.

Key Topics

• Understanding Constituent Behavior
• Professional Communication Skills
• De-escalation Techniques
• Managing Challenging Interactions Across Communication Channels
• Responding to Aggressive, Abusive, and Threatening Behavior
• Problem Solving and Conflict Resolution

Who Should Attend

This course is designed for local government officials and employees who interact with constituents, residents, customers, or community stakeholders in any capacity, whether in person, by phone, online, or in virtual settings.  It is appropriate for employees at all experience levels, from new hires to seasoned public servants.

By the end of this course, you can expect to be able to:

1. Communicate confidently and professionally in challenging situations
2. De-escalate emotionally charged interactions
3. Set appropriate boundaries while maintaining customer service standards
4. Recognize and respond appropriately to safety concerns
5. Build resilience and effectively manage workplace stress

Registration

• Send a message to lla@pml.org for group rates for ten or more registrants
• By registering for this course, you are authorizing the League Learning Academy to send information to you at your email address related to educational offerings.
• Once your registration is completed, you should receive a confirmation email from The PA Municipal League. It contains the zoom link to the course. If you do not receive an email, check your spam folder.
• Participants must attend the entire 3-hour session to earn a course certificate.

Cancellation & No‑Show Policy

• Cancellations must be submitted in writing at least 72 hours before the class to receive a full refund.
• Cancellations after 72 hours may receive a partial refund, minus a processing fee.
• No‑shows or failure to cancel will forfeit the full registration fee