Description: You interact with difficult people all the time. Sometimes it’s the frequent flyer or the impatient resident. It can often be your colleagues or supervisors. You need proven tools and techniques for handling difficult people: understanding where they’re coming from and giving the right response at the right time and in the right way. […]
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 […]
National Emergency Number Association
Association of Public Communications Officials
Description: The term “customer service” doesn’t always seem to apply to public safety. The best communications centers, however, strive every day to establish a culture of excellent customer service, when working with the public as well as fellow team members. When we see that the people we work with, both inside the center and in […]
Description: The term “customer service” doesn’t always seem to apply to public safety. The best communications centers, however, strive every day to establish a culture of excellent customer service, when working with the public as well as fellow team members. When we see that the people we work with, both inside the center and in […]
Tennessee Emergency Number Association
Course Discription: The duties and responsibilities of those who serve our communities by accepting and processing emergency calls from the public have grown exponentially over recent years. The industry, as a whole, is challenged by the type and nature of the calls received. Factors that affect the quality of service received are the heavy workload, […]