Positive Interaction 9-1-1 Training Classes for Office of Unified Communications, Washington, DC
July 23 @ 8:00 am - July 24 @ 5:00 pmFREE
Join instructor Adam Timm on any of these dates, 7/23, 7/24, 8/20 or 8/21, for an engaging 8-hour training class designed specifically to address the unique communication challenges posed by comm center work. Hosted by Office of Unified Communications.
Register using the “Event Website” link below, or contact us with any questions.
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).
Participants will learn proven strategies to:
o Stay focused when you’ve lost patience
o Get out of negative thinking traps
o Defuse conflict, work through it, and gain common ground
o Improve communication with supervisors, coworkers and family
* Location is subject to change based on class interest *