Tip of the Week – October 22, 2026

The Importance of De-Escalation Training

In today’s heightened threat environment, socio-political grievances, financial troubles, or other factors can trigger individuals and disgruntled customers to violence and prompt them to target utility workers. Water and wastewater utilities frequently experience threats of harm directed against their staff, which WaterISAC tracks in its Quarterly Water Sector Incident Summary reports. Importantly, past security incidents at utilities, which could have led to significant operational impacts, have been successfully de-escalated by staff, highlighting the importance of training employees in de-escalation and conflict prevention.

Training staff to spot suspicious activity, report potential threats, and de-escalate potential conflicts can go a long way in strengthening the security and safety of a utility and its staff. To help mitigate potential violence, CISA offers a variety of free resources to educate employees with the skills they need to de-escalate hostile situations and help prevent violence.

Resource: CISA – Conflict Prevention