To make training content available to as many employees as possible, we are offering on-demand courses when possible. Below are our current online courses. We strive to add more!

Conflict De-Escalation

In this training, you'll learn the basics of verbal de-escalation to give you confidence when dealing with difficult people. This includes risk factors/red flags, de-escalation tips, physical warning signs of violent behavior, and scenarios. You'll be equipped with strategies to make you a more confident and assertive communicator, especially when dealing with difficult people! (2 hours, 8 minutes)

Creating an Equitable Interview Process

Build awareness on how bias, both explicit and implicit, can impact hiring decisions. Learn how to create an interview process by incorporating job-related behavioral questions with measurable benchmarks to effectively address bias in the interview process and for more objective candidate evaluations. (1 hour, 17 minutes)

Giving and Receiving Feedback Courses with Cyndi Wentland

Hiring Foundations for Hiring Managers

It’s a candidate’s job market, which means that hiring managers need to be proactive about improving their foundational skills to attract and hire team members. Join our HR Business Analysts as they share best practices for talent planning, writing clear position descriptions, and moving through the hiring and recruitment process. (1 hour, 13 minutes)

  • Resource: Hiring Foundations for Hiring Managers course page & resources. 
  • Recording Content Guide:
    • Introduction & General Background - Start to 15:16
    • Recruitment Process, Part 1 - 15:17 - 34:59
    • Recruitment Process, Part 2 - 35:00 - 54:30
    • Hiring Manager Steps Following Interview - 55:40 - 1:08:22
    • Additional Hiring Resources - 1:08:50 - End

Hope, Optimism, and Connection: Resilient Pathways through Crisis

Join psychologists Jan Stanley and Gloria Park in learning about Hope, Optimism, and Connection. In this course, you'll learn about hope theory, how to use hope to be more resilient, how to identify strategies to be optimistic in challenging times, and how to cultivate high-quality connections and relationships. Navigate to chapters by clicking the circle with lines icon in the lower left (and return to video by clicking the icon again); (1 hour, 28 minutes)

I Feel Safe Series with Tim Mousseau

Please note, these recordings will expire on December 29, 2023.

Individual Development Plan (IDP)

If you're looking for a structured process to create and communicate an action plan, look no further! This min-course introduces a guide to help you develop your IDP. You'll learn how to use this plan to communicate with others to achieve personal and professional goals. (2.5 minutes)

Language Access: Using LanguageLine Solutions

Learn how to connect with an On-Demand interpreter, inclusive practices in working with interpreters, and participate in scenarios to practice learned skills, including communicating with people who use sign languages. Also discussed is the City of Madison’s Language Access Program, services, and compliance requirements.  (1 hour, 31 minutes)

Passive-Aggressive Behavior: Sources and Solutions

Do you interact with people who exhibit passive-aggressive behavior? View this video to learn about why people behave this way and gain strategies and tips about how you can deal with them. While the training was developed for Library staff, it is applicable to anyone. (1 hour)

Public Records for Records Custodians

This training will teach you how to effectively carry out your responsibilities as a records custodian. You will learn how to communicate with requesters and fulfill requests, as well as how to ensure compliance with public records laws and retention policies. 

In accordance with MGO 3.70, Department/Division Heads are the custodian of records for their agency and may designate others in the agency as alternate custodians. Public records custodians are required to be trained as soon as practicable upon receiving these duties, and to keep current with developments in City records policies and the Wisconsin Public Records Laws. Whether you’re a new records custodian or in need of a refresher, this training will teach you how to effectively carry out your responsibilities as a City of Madison Records Custodian. You will learn how to communicate with requesters and fulfill requests, as well as how to ensure compliance with public records laws and retention policies.

Course Materials:

Course Videos:


Trauma-Informed Customer Service 

Trauma-Informed Customer Service is offered by the Employee Assistance Program (EAP). This course will equip you with techniques to better handle challenging customers. (45 minutes)

Please read through the following materials before viewing the recording:

Note: This course is offered in a live-virtual format as well. Find out about upcoming sessions.

Additional Resource:

  • Voter Registration Information - We encourage all employees to understand how voter registration works, where voters can register, and to encourage employees to actively share this information in customer service interactions with the folks they serve. The Clerk's Office is available for more direct training, reach out to

If you have questions about these online courses, have requests for new online courses, or are a Learning Partner who would like to record a course, contact