Positive Interaction with Difficult People (The Healthy Dispatcher)

Focus: Effective Communication for the Dispatch Center

This 8-hour class provides emergency dispatchers with an increased capacity for attentiveness and patience with callers and coworkers.

Topics include: Why is communication so challenging at 9-1-1?; the impact of stress on the quality of communication; the elements of effective communication; understanding the four basic personality types and how to interact with each; powerful strategies for conflict resolution; how to give and receive criticism; ways to reduce the frequency of negative interactions.

Learning Objectives:

• Participants will learn proven strategies to:
• Stay present even when they’ve lost patience
• Get out of negative thinking traps
•  Interact with each of the four primary personality types
• Effectively give and receive criticism
• Defuse conflict and regain common ground