Staying Calm Under Pressure - De-escalation Skills for Regulators

Regulators increasingly face hostile or confrontational situations — from phone calls with angry licensees to in-person inspections that escalate quickly. This session will provide practical de-escalation strategies that protect both regulators and the public, while ensuring interactions remain professional and effective.

Learning Objectives:
Identify common triggers that can escalate regulatory interactions.
Apply verbal and non-verbal techniques to diffuse tension and maintain control.
Develop strategies to enhance personal safety during challenging encounters.

Speaker:
Derek Puddester, Deputy Registrar, Complaints and Practice Investigations, College of Physicians and Surgeons of BC

Originally presented: March 2026