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The Healthy Dispatcher

People-oriented PSAP solutions

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Positive Interaction With Difficult People

Focus:

Effective Communication for the Dispatch Center

Description:

Difficult callers are the norm in 9-1-1, and negative interactions with these types of callers can quickly go sideways. Stressed calltakers who are not equipped with the right communication skills for these moment are more likely to further irritate callers by being short or using a rude tone. In addition to exposing their agency to potential liability, frequent negative interactions can cause a calltaker to leave the profession more quickly. In addition to improving calltaking ability, participants will learn ways to effectively navigate interpersonal conflict within the comm center (which can be even more stressful than on the phone).  

Learning Objectives:

Participants will learn proven strategies to:

  • Stay present and courteous even when they’ve lost patience
  • Defuse conflict and regain common ground
  • Effectively give and receive criticism
  • Become more aware if they’re the problem, and take ownership of the solution

Note: Class has no maximum capacity.

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Articles & Resources

Dispatcher Burnout: Are You At Risk?

Culture, Climate & Trust: The Keys to a Thriving 9-1-1 Comm Center

Improving Your PSAP's Morale: Whose Job Is It?

The 3 Signs of a Miserable Comm Center (and what you can do about it)

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“I’ve never learned so much in one class. Especially things I can immediately apply to my own life.”

— Kimberely M., Montgomery County Sheriff’s Office

“I was ready to get on medication to help me focus. Your workshop saved me from a lifetime ofstruggle.”

— Rondi P., The Woodlands Fire Dept.

“Great speakers! It was nice to not have to sit through another boring class.”

— Courtney M., Montgomery Co. Sheriff’s Office

Upcoming Classes

  1. Delivering Great Customer Service…When Dealing with Impossible People in Canton, MI

    February 25, 2020 @ 8:00 am - 5:00 pm
  2. The Power of Resilience: How to Beat Dispatcher Stress in Canton, MI

    February 26, 2020 @ 8:00 am - 5:00 pm
  3. Emotional Intelligence for Comm Center Success in Roswell, GA

    February 27, 2020 @ 8:00 am - 5:00 pm
  4. Effective Supervision: How to Get the Most Out of Your People in Bentonville, AR

    March 10, 2020 @ 8:00 am - 5:00 pm
  5. Positive Interaction with Difficult People in Bentonville, AR

    March 11, 2020 @ 8:00 am - 5:00 pm

View All Events

1430 5th St., #503, Santa Monica, CA 90401 | (424) 214-0303 | Email Us

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