MMA webinar shares strategies for de-escalating public anger

An MMA webinar today discussed how to maintain composure and use constructive language when confronted with uncivilized discourse at public meetings.

Katie Gilfeather, an employee assistance program clinician with AllOne Health, discussed some of the implications of a recent Supreme Judicial Court ruling regarding constituent behavior at public meetings.

When confronted with anger, she said, it can be difficult to decipher what’s going on for the person internally, but the driving force behind someone’s behavior is usually connected to a universal emotion, such as fear, frustration or feeling overwhelmed.

Gilfeather highlighted the importance of listening and responding rather than reacting. Anger makes it especially difficult to employ reasoning, which is why it can be futile to address an emotionally charged person with arguments of logic; only when a person is calm will they be able to process information, she said.

Angry constituents, Gilfeather said, may shift from the problem to an indictment of municipal officials as people. In these instances, it’s best to set internal boundaries and listen from a place of curiosity without engaging in an illogical discussion. Sometimes, she said, silence is the best answer.

Supporting language, such as “I am listening,” “I want to understand your concerns,” or “I can tell this is very important to you,” is also helpful in calming constituents.

Gilfeather shared other practical tips for diffusing tense situations, like using “power words” and compassionate responses. Ending abusive conversations is challenging, she said, but municipal officials can disengage if they feel threatened.

Given the emotional toll these engagements may have on municipal officials, Gilfeather also shared tips for self-care and resilience. She encouraged municipal officials to debrief with colleagues, take mental health breaks, practice mindfulness, and remember the big picture.

Municipalities can still set a standard for acceptable behavior in the workplace, Gilfeather said, so creating and enforcing core values, expectations for civility and respect, and a code of conduct in the workplace are essential tools for confronting inappropriate behaviors.

Marlborough City Councillor Samantha Perlman moderated 20 minutes of questions and answers, which addressed inquiries about verbal attacks on protected classes and prioritizing physical safety.

• De-escalating Techniques for Municipal Elected and Appointed Officials presentation (5M PDF)