De-Escalation and Crisis Communication for Frontline Airport Workers
January 28-29, 2026 | 2 p.m. – 3:30 p.m. ET
Live Online Training
The countdown to this event is over!
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About the Course
Airport employees increasingly encounter passengers and colleagues experiencing mental health or substance use crises. Many lack training to respond effectively, leading to negative outcomes. This webinar addresses the urgent need for behavioral health awareness and intervention skills to promote a safer airport environment.
Designed for frontline personnel, the session examines how mental health, substance use, and wellness intersect with airport priorities such as security, safety, customer service, and operations. Participants will learn to recognize crisis signs, apply safe and empathetic intervention techniques, and manage their own emotional responses during high-pressure interactions.
Through discussions with experts in mental health, wellness, crisis response, and law enforcement, attendees will gain practical communication tools, including active listening, person-centered language, and emotion regulation for de-escalating tense encounters. The training emphasizes recognizing emotional and behavioral cues, understanding stress impacts, and responding with safety, respect, and resolution in mind.
The training also builds emotional intelligence to strengthen self-awareness, empathy, and emotional control, which are critical skills for public-facing roles. By improving mental health literacy, crisis communication, and de-escalation abilities, airport staff will enhance their confidence, competence, and capacity to ensure a safer, healthier airport environment for all.
Course Agenda
Wednesday, January 28, 2026
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Understanding Crisis and Human Response
Focus: Foundations of crisis recognition, behavioral response, and effective communication under stress.
Key Topics:
- Overview of the AAAE initiative on behavioral health and crisis response in aviation
- The impact of the national mental health crisis on airports and employees
- Defining “crisis” — types, triggers, and common responses
- Situational vs. Behavioral Health Crises
- How to identify and distinguish between them
- Real-world airport examples (behavioral health crises involving passengers and employees, including the role of substance use)
- The Fight-Flight-Freeze model and the “flipped lid” response
- What happens in the brain and body during crisis
- Recognizing physiological and behavioral cues
- The responder’s role: staying calm and self-regulated under pressure
- Verbal Judo’s Five Universal Truths for respectful communication:
- Everyone wants respect and dignity
- People prefer being asked, not told
- People want to know why
- Options work better than threats
- Everyone wants a chance to make things right
- The link between mental health, workplace safety, and customer experience
- Building a culture of mental health literacy, destigmatization and wellness
- Preview of Day 2 — Crisis Communication Models and De-Escalation Techniques
Thursday, January 29, 2026
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Applying Crisis Communication and De-Escalation Techniques
Focus: Practical skills and tools to engage effectively, defuse tension, and promote well-being.
Key Topics:
- Review: Applying Day 1 principles to real-world airport situations
- Overview of crisis communication models and training frameworks (Verbal Judo, Mental Health First Aid (MHFA), Verbal Craft, Centers for Disease Control Crisis & Emergency Risk Communication (CDC CERC))
- Understanding the 7-38-55 Rule — matching words, tone, and body language
- Person-Centered Language:
- Respectful communication that maintains dignity
- Reducing stigma through choice of words
- Adapting clinical best practices for aviation settings
- Active Listening Techniques — “MORE PIES” framework:
- Minimal encouragers, Open-ended questions, Reflecting, Emotion labeling,
Paraphrasing, I-messages, Effective pauses, Summarizing
- Minimal encouragers, Open-ended questions, Reflecting, Emotion labeling,
- Using empathy and self-awareness to manage conflict and promote calm
- The role of Emotional Intelligence (EI):
- Understanding self-awareness, empathy, and regulation
- Maintaining composure during stressful interactions
- Developing Wellness and Resilience Programs:
- Addressing emotional, social, and physical well-being
- Creating peer-support systems and holistic health initiatives
- Tailoring EAP and training resources to the airport environment
- Practical applications and discussion:
- Case scenarios, reflection, and Q&A
- Next steps for program implementation and continuing education
Registration Fees & Deadlines
2026 REGISTRATION FEES
Rate Type | Rate |
Member Rate |
$180 |
Non-Member Rate |
$195 |
The last day to register is 1/27/2026.
You acknowledge that in registering for and attending this AAAE event, you agree to adhere to the cancellation policy noted below, AAAE's Duty of Care, and AAAE's Code of Conduct and Terms and Conditions.
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About the Session Leader

Michele Freadman, CPP
Session Leader
M. Freadman Consulting, LLC
Michele Freadman, CPP, is the founder of M. Freadman Consulting, LLC, consulting on security program development, policy creation, regulatory compliance, executive coaching, and implementing industry-driven applied research for airport operators.
Michele is the retired Deputy Director of Aviation Security Programs for the Massachusetts Port Authority (MASSPORT). In her 18-year tenure at MASSPORT through 2021, she directed the development, implementation, management and administration of aviation security programs, policies, and initiatives. Prior roles included Deputy Director of Aviation Security Operations, the Airport Security Coordinator (ASC) for Boston Logan International Airport, and the Deputy Director of Corporate Security. In these roles, she implemented innovative and nationally recognized programs to enhance aviation security.
Michele has a distinguished record serving on and contributing to National Committees in the space of Transportation and Aviation Security. Michele served on the TSA Aviation Security Advisory Committee (ASAC), a statutory committee which advises the TSA Administrator on aviation security matters, and was the Industry Co-Chair of the ASAC Insider Threat Subcommittee. Michele is Past Chair of the ACI-NA Public Safety and Security (PS&S) Committee and is currently a member of PS&S Steering Group and the AAAE Transportation Security Services Committee.
In her current consulting role, Michele supports federally funded aviation research projects including the National Safe Skies Alliance Program for Applied Research in Airport Security (PARAS) and the Airport Cooperative Research Program, (ACRP), managed by the Transportation Research Board (TRB) of the National Academies. She was selected to perform as a subject matter expert for the Research Teams awarded fourteen (15) PARAS projects and two (2) ACRP projects. Michele has also served as a panel member on PARAS and ACRP research projects providing counsel, technical guidance, and participating in the selection of contractors awarded RFPs.
Michele provides security consulting services to a variety of aviation organizations, industry associations, and companies. Michele also serves as a Senior Advisor in Aviation to Blank Slate Technologies, a peer reviewed knowledge retention solution which partners with AAAE to enhance airport worker safety, security and learning retention using Al (artificial intelligence), machine learning, and predictive analytics.
About the Instructor

Michelle Bregel
Instructor
Port of Seattle Police Department
Michelle Bregel is the Crisis Coordinator and a police officer with the Port of Seattle Police Department at Seattle-Tacoma International Airport. She brings deep experience in crisis response, homeless outreach, and negotiations, and previously managed crisis intervention programs for homeless veterans through the King County Veterans Program.
In her current role, Michelle responds to crisis calls alongside patrol officers, partners with local service providers, and serves on regional crisis and homeless response committees, offering a law enforcement perspective on care and intervention.
She is a military veteran, Level III Crisis/Hostage Negotiator, Certified Crisis Intervention Specialist II, and Team Leader for the Valley Hostage Negotiation Team. She also leads her department’s Peer Support Team and serves in the Honor Guard.
Michelle holds master’s degrees in criminal justice and human services counseling, specializing in Crisis and Trauma Response. She is currently pursuing a Doctor of Education in Community Care and Counseling with a focus on Traumatology.
As a certified instructor, Michelle teaches for the Washington State Criminal Justice Training Commission, the National Tactical Officer’s Association, and several academy programs. Her dedication was recognized in 2022 when she received a Women’s Outstanding Achievement Award and was named Officer of the Year by the Port of Seattle Police Department.
AAAE accepts registration regardless of race, religion, sexual orientation, sex, physical disability and national or ethnic origin. This includes but is not limited to admissions, employment and educational services. If you require any special assistance to participate or have special dietary requirements, email aaaemeetings@aaae.org.
CANCELLATION POLICY: Training registration fees are non-refundable. A recording of the webinar will still be provided to cancelled registrations after the live webinar occurs for 30 days.
For all inquiries regarding registrations, cancellations and refund requests, please contact the AAAE Training Department by email at training@aaae.org. All inquires must be submitted in writing. All cancellation requests for registrations received on or before Wednesday December 31,2025, are subject to a $150 cancellation processing fee; approved refunds will be processed after the meeting takes place. There will be no refunds of any kind after this date. Cancellations with outstanding invoices received within two weeks of the start of the conference, will require full payment on the balance due. Refunds will not be provided, and balance dues will not be forgiven for no-shows. Substitutions within the same conference will be accepted without penalties. The difference between member and non-member price will be charged if a non-member replaces a member. Substitutions will be accepted with a written request to Training@aaae.org. The individual substituting for the original registrant is responsible for all financial obligations (balance due; difference in fees due to membership type) associated with that substitution. For all inquiries regarding cancellations, refunds and substitutions, please contact the AAAE Training Department at 703-824-0500 Option 4 or email Training@aaae.org. By submitting a completed registration form, you acknowledge that you have read and understand the cancellation policy.
NOTE: Confirmation letters will be emailed to attendees within one business day of registration. If you have not received an email confirmation of your registration within 1 day of registering, and you enrolled at least two hours prior to the online event, please contact the AAAE Training Department at training@aaae.org. Please note failure to receive a confirmation letter before an event will not be grounds for a refund.
DUTY OF CARE: AAAE is committed to continuing to provide a safe and healthy environment for all event participants and staff. The responsibility for a safe and healthy event environment is shared among the event organizers, event venues, and event attendees. By registering for this event, you acknowledge and agree to AAAE's Duty of Care.
Photo/Video Disclaimer:
By registering for and attending any AAAE event, you agree that your image may be used at any time, without further notification, for printed materials, web sites, social media and other marketing purposes
Civilian/Military Airport Connection (CMAC)
What is CMAC?
The Civilian/Military Airport Connection (CMAC) program helps separating military personnel and new veterans acclimate from managing military airfields to the dynamic and complex commercial-use airport environment.
There are four components to the program:
- Professional transition workshop
- One airport certification course - choice of ACE Airfield Operations or Certified Member (C.M.)
- One year membership in AAAE
- Airport job shadowing
Program Benefits:
- Ensure a smooth transition from military to civilian airport operations and management.
- Earn the Airport Certified Employee (ACE) Airfield Operations certification or Certified Member (C.M.), that will put you ahead of other candidates for potential jobs.
- Network with airport executives around the country through communities and events.
- Explore various airport positions through the shadow program.
- Receive discounts on other AAAE trainings and events.
Sponsorship Opportunities
Extend your reach and maximize exposure to a powerful audience by sponsoring the Industrial Aviation and Military Operations Workshop. From the opening networking reception, to breaks, lunches, and sessions, we have multiple tiers of sponsorships available. Your sponsorship will reinforce brand loyalty and show potential clients your company is a major player in the industry. Sponsorships are offered on a first-come, first-served basis, so act now before these opportunities sell out!
Don’t let your competition get all the attention, become a sponsor today!
Available Opportunities
Items
Wi-Fi Sponsorship
Exclusive Sponsorship: $1,500.00
Events
Wednesday, March 27
Airbase Tour Transportation
Exclusive Sponsorship: $1,500.00
2:00 PM - 5:00 PM
Networking Reception
Exclusive Sponsorship: $2,500.00
5:30 PM - 6:30 PM
Thursday, March 28
Continental Breakfast
Exclusive Sponsorship: $1,000.00
7:30 AM - 8:30 AM
AM Refreshment Break
Exclusive Sponsorship: $750.00
10:00 AM - 10:15 AM
Luncheon
Exclusive Sponsorship: $1,500.00
12:15 PM - 1:15 PM
PM Refreshment Break
Exclusive Sponsorship: $750.00
3:00 PM - 3:15 PM
Friday, March 29
Continental Breakfast
Exclusive Sponsorship: $1,000.00
7:15 AM - 8:00 AM
Grab and Go Lunch
Exclusive Sponsorship: $1,000.00
12:00 PM - 12:30 PM