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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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“Awesome! Learned so much that is going to help me.
I’m ‘Angry Wendy’ at work, and I really don’t want to be.
This may help me thrive through the end of my career (31 years, going for 35).
Thank you!”

— Wendy S., Tampa Police Dept.

“I loved everything about the class. The instructors were excellent and kept everyone involved!”

— Jessica M., Potter County Sheriff’s Office

“Amazing, I really needed this. Thank you.”

— Meghan B., Bastrop Co. Sheriff’s Office

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

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