Defusing Comm Center Conflict @ Yarmouth PD

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Class description:

Difficult conversations and tense moments are the norm in 9-1-1, and negative interaction can quickly go sideways. Ineffective communicators are more likely to irritate callers and coworkers, negatively impacting the center's culture. In addition to exposing their agency to potential liability, frequent negative interactions can cause a calltaker to leave the profession more quickly. Participants will learn how to improve calltaking ability and effectively navigate interpersonal conflict within the comm center (which can be even more stressful than on the phone).

Learning Objectives: 

• Stay focused when you've lost patience
• Identify and get out of negative thinking traps
• Defuse conflict, work through it, and gain common ground
• Assess your current communication effectiveness and create plan to improve

Instructor Bio:

Adam Timm began his 19-year career in 9-1-1 as a dispatcher for Los Angeles Police Department Communications Division, where he spent over a decade under the headset. He left LAPD after founding his company, The Healthy Dispatcher, to provide classes, conference sessions and culture change consulting services to dispatchers across the country. Adam’s energetic presentations and uplifting message have made him one of the most highly regarded speakers in 9-1-1. He’s the author of three books, including the popular, "Dispatcher Stress: 50 Lessons on Beating the Burnout" and his most recent, “People Driven Leadership: How the Best 9-1-1 Centers Inspire Positive Change.”

Visit www.thehealthydispatcher.com for more.

Adam presenting at a recent 9-1-1 conference