HR Series: Empowering Employment Excellence: Balancing Service, Empathy, and Well-Being

This presentation is designed for anyone who works with people—from HR professionals to team leads, managers, and frontline staff. We’ll explore the true meaning of customer service in the workplace and how it can be achieved through empathy, emotional intelligence, and people-first practices. Topics include understanding human behavior, showing up with intention (“showtime!”), and mastering tools like de-escalation, deflectors, and redirectors. Together, we’ll uncover practical strategies to create more compassionate, connected, and resilient workplace experiences for everyone.

Sgt. Rooks is a 30-year law enforcement veteran who began his career in 1994 and has served in various roles including Patrol, Investigations, and Youth Services. He currently leads outreach programs for the Gwinnett County Police Department, overseaing initiatives like the Citizens Police Academy and Explorer Program. Sgt. Rooks holds a degree in Public Saftery Leadership from Mercer University and is a certified instructor with a passion for de-escalation and community engagement.

Questions: Contact Kelly Martin, Programs & Events via email or phone ( 770-323-8814)
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