Good feedback provides course correction, establishes trust and emphasizes employees’ strengths before weaknesses. Too often, telecommunicators take call after call and work shift after shift without receiving one key piece of support: supportive feedback. In comm centers across the country, these employees do their part by working hard and saving lives, but they don’t receive…
If you’re struggling to get the right people in the seats (and keep them there), your hiring process could be to blame. More and more directors are bemoaning the fact they can’t seem to get the right people in the seats. Low staffing and high turnover drag down even formerly successful centers, and leadership teams…
When leaders know how to effectively manage transition, the challenge posed by change lessens, unleashing opportunity. If there’s one thing that’s constant in the 9-1-1 industry, it’s change. The technology we use is changing faster than ever, and as you work to improve your center, you’ve probably noticed other changes as well: new communication habits,…
High-performing centers don’t just hope employees will act with integrity — they make the effort to continually reinforce it through training and example. Many people tend to think of integrity only in the context of legal and illegal activity. Running an NCIC wanted persons check on your date outside the course of duty is illegal,…
By replacing unhelpful communication habits, we become better coworkers, better leaders and establish a solid foundation for our very own People Driven Center. For being in “communications,” we sure don’t communicate with each other very well. In the journey to adulthood, we tend to pick up bad communication habits. Maybe our parents modeled less-than-stellar methods…
Trust may seem like a trivial detail amid all the positive changes you have in mind, but here’s why it’s no small matter. As children, we implicitly trust everyone. Not knowing danger, our natural disposition is to trust that people will meet our expectations. We trust they won’t let us down. Of course, the more…
