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POSITIVE INTERACTION WITH DIFFICULT PEOPLE (HEALTHY DISPATCHER)
November 4, 2016 @ 3:30 am - 12:00 pm
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
This class is for Shelby County PSAP’s, but for other agencies whom may be interested call Sue Robinson at (901)380-3903.