Multiple Dates
Positive Interaction with Difficult People and Effective Supervision: How t...
Event Information
Description
EATON COUNTY CENTRAL DISPATCH presents
911 Training Classes with The Healthy Dispatcher
Join us on one of 2 days for these interactive and engaging 8-hour classes:
Eaton County Central Dispatch - Aug 21st & 22nd
August 21st schedule:
0800-1700: "Positive Interaction"
August 22nd schedule:
0800-1700: "Effective Supervision"
DAY #1
Positive Interaction with Difficult People
Class Description:
Difficult callers are the norm in 9-1-1, and negative interactions with these types of callers can quickly go sideways. In this 8-hour class, improve calltaking ability, and 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 focused when you've lost patience
—Get out of negative thinking traps
—Defuse conflict, work through it, and gain common ground
—Improve communication with supervisors, coworkers & family
DAY #2
Effective Supervision: How to Get The Most Out of Your People
Class Description:
One of the most difficult positions in emergency communications is supervisor. One day you're one of the group, the next day you're their boss, with little preparation for the new role. This offers essential tools and strategies for being the type of supervisor that can use their role to make a positive impact.
Learning Objectives:
Participants will learn proven strategies to:
—Learn the right way to give feedback
—Identify the three most important things to remember when dealing out discipline
—Understanding the critical importance of follow-up
—Practice the most effective way to interact up the chain-of-command
Note: Both classes are SNC approved
Instructor Bio:
Adam Timm is a board-certified stress management consultant, author, and full-time trainer for the 9-1-1 industry. For over a decade, he was a 9-1-1 dispatcher for the Los Angeles Police Department, where he pioneered a stress resilience program that contributed to a 45% decrease in sick time usage at his center.
Adam is a frequent keynote and breakout session speaker at NENA and APCO conferences around the country. He’s written two books, including the bestselling, “Stress Is Optional! How to Kick the Habit,” and the popular, “Dispatcher Stress: 50 Lessons on Beating the Burnout. Adam’s third book, “O% Turnover: How the Best 9-1-1 Centers Drive Engagement, Boost Morale and Inspire High-Performance Culture,” includes case studies with directors and managers from PSAPs around the country. It is scheduled for release in 2019.
Visit www.thehealthydispatcher.com for more.
Adam presenting the opening keynote at the 2017 California NENA Annual Conference
