Communicating Discipline: The Critical Exchange

Description:
Research definitively shows that 911 employees’ work identities are formed during communication
with their supervisors. Communication during disciplinary action is particularly crucial to employee
job satisfaction. For some supervisors, communicating messages of disciplinary action or correction
to subordinates is a smooth, hassle-free experience from which all parties emerge unscathed. For
others, any attempt at this discourse (regardless of methodology) is the stuff of nightmares. Why?
What makes this absolutely critical form of communication so easy for some and so brutal for others?
In this class we’ll take a look at qualitative research involving real telecommunicators in 911 centers
and dig into solutions that get to the heart of what matters in these critical conversations.
Learning Objectives:
• Characterize and apply requirements for successful discipline conversation from subordinates/
trainees
• Summarize and demonstrate three requirements for successful discipline conversation from
supervisors/trainers
• Cultivate a usable plan for constructive discipline conversation