Presented by CSG South through the Staff Alliance for Intergovernmental Leadership (SAIL)
Public polarization has continued to shape how individuals interact with government offices, increasing the complexity of communication for public-facing staff. During this SAIL-hosted webinar discussion, Katie Gilfeather, a licensed clinical social worker and training consultant in organizational excellence, conflict resolution, and mediation, examined how these dynamics affect day-to-day interactions and outlined practical approaches to managing them.
The session reviewed key factors contributing to challenging exchanges, such as economic pressures, social media influences and varying levels of public understanding of government processes. Data points and research findings were shared to provide context, highlighting trends in rising incivility, increased reports of workplace intimidation and the broader emotional landscape influencing constituent behavior.
The discussion also explored how conflict presents in public-facing roles, with examples ranging from verbal aggression to disengagement. Gilfeather emphasized the importance of understanding underlying emotional drivers, noting how reactions such as anger may stem from stress, uncertainty or perceived lack of control.
Participants were introduced to strategies to navigate these interactions, including techniques to de-escalate conflict, maintain professionalism and communicate clearly in high-pressure situations. The session also addressed the importance of setting boundaries, recognizing personal responses to conflict and supporting employee wellbeing while continuing to deliver effective public service.
Designed for staff across all branches of state government, the discussion provided practical insight into managing complex public interactions while reinforcing institutional credibility and maintaining a consistent, nonpartisan approach to communication.
Watch the full webinar recording below to learn more.