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Positive Interaction with Difficult People in Sycamore, IL
October 22, 2019 @ 8:00 am - October 23, 2019 @ 5:00 pm
Join Adam for this interactive and engaging 8-hour class, filled with tools and perspectives you can use on the job today. Hosted by DeKalb County ETSB.
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 present and courteous even when they’ve lost patience
o Defuse conflict and regain common ground
o Effectively give and receive criticism
o Become more aware if they’re the problem, and take ownership of the solution