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X-WR-CALDESC:Events for Shelby County 911
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DTSTART;TZID=America/Chicago:20250424T030000
DTEND;TZID=America/Chicago:20250424T120000
DTSTAMP:20260422T005357
CREATED:20250326T140244Z
LAST-MODIFIED:20250326T140358Z
UID:2159-1745463600-1745496000@shelbycounty911.org
SUMMARY:Positive Interaction With Difficult People
DESCRIPTION:Description:\nYou 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. This class provides powerful insight and easy-to-use strategies for dealing with difficult people without losing your mind.
URL:https://shelbycounty911.org/event/protecting-law-enforcement-those-who-protect-and-serve-powerphone-copy-copy/
LOCATION:Memphis Police\, 79 Flicker St\, Memphis\, TN\, 38104\, United States
CATEGORIES:Training
ORGANIZER;CN="Sue Robinson":MAILTO:srobbins@shelbycounty911.org
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Chicago:20250425T030000
DTEND;TZID=America/Chicago:20250425T120000
DTSTAMP:20260422T005357
CREATED:20250326T140447Z
LAST-MODIFIED:20250326T140508Z
UID:2161-1745550000-1745582400@shelbycounty911.org
SUMMARY:Positive Interaction With Difficult People
DESCRIPTION:Description:\nYou 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. This class provides powerful insight and easy-to-use strategies for dealing with difficult people without losing your mind.
URL:https://shelbycounty911.org/event/protecting-law-enforcement-those-who-protect-and-serve-powerphone-copy-copy-copy/
LOCATION:Memphis Police\, 79 Flicker St\, Memphis\, TN\, 38104\, United States
CATEGORIES:Training
ORGANIZER;CN="Sue Robinson":MAILTO:srobbins@shelbycounty911.org
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Chicago:20250509T030000
DTEND;TZID=America/Chicago:20250509T120000
DTSTAMP:20260422T005357
CREATED:20250326T140633Z
LAST-MODIFIED:20250326T140750Z
UID:2163-1746759600-1746792000@shelbycounty911.org
SUMMARY:Communicating Discipline: The Critical Exchange
DESCRIPTION:Description:\nResearch definitively shows that 911 employees’ work identities are formed during communication\nwith their supervisors. Communication during disciplinary action is particularly crucial to employee\njob satisfaction. For some supervisors\, communicating messages of disciplinary action or correction\nto subordinates is a smooth\, hassle-free experience from which all parties emerge unscathed. For\nothers\, any attempt at this discourse (regardless of methodology) is the stuff of nightmares. Why?\nWhat makes this absolutely critical form of communication so easy for some and so brutal for others?\nIn this class we’ll take a look at qualitative research involving real telecommunicators in 911 centers\nand dig into solutions that get to the heart of what matters in these critical conversations.\nLearning Objectives:\n• Characterize and apply requirements for successful discipline conversation from subordinates/\ntrainees\n• Summarize and demonstrate three requirements for successful discipline conversation from\nsupervisors/trainers\n• Cultivate a usable plan for constructive discipline conversation
URL:https://shelbycounty911.org/event/protecting-law-enforcement-those-who-protect-and-serve-powerphone-copy-copy-copy-copy/
LOCATION:Memphis Police\, 79 Flicker St\, Memphis\, TN\, 38104\, United States
CATEGORIES:Training
ORGANIZER;CN="Sue Robinson":MAILTO:srobbins@shelbycounty911.org
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Chicago:20250918T030000
DTEND;TZID=America/Chicago:20250918T120000
DTSTAMP:20260422T005357
CREATED:20250326T140937Z
LAST-MODIFIED:20250326T145005Z
UID:2165-1758164400-1758196800@shelbycounty911.org
SUMMARY:Sustaining a Customer Service Culture
DESCRIPTION:Description:\nThe term “customer service” doesn’t always seem to apply to public safety. The best communications\ncenters\, however\, strive every day to establish a culture of excellent customer service\, when working\nwith the public as well as fellow team members. When we see that the people we work with\, both\ninside the center and in the field\, are all receiving some level of customer service from us\, things\nchange for the better. In this training class\, participants are offered clear illustrations of excellent\ncustomer service in public safety\, and the are given tools to create a culture that values customer\nservice in every interaction.\nLearning Objectives:\n• Provide excellent customer service in difficult situations\n• Think outside the box while assisting citizens and coworkers in need\n• Skillfully deal with difficult callers\n• Communicate effectively when tension is high
URL:https://shelbycounty911.org/event/protecting-law-enforcement-those-who-protect-and-serve-powerphone-copy-copy-copy-copy-copy/
LOCATION:Bartlett Police\, 3736 Appling Rd\, Bartlett\, TN\, 38133\, United States
CATEGORIES:Training
ORGANIZER;CN="Sue Robinson":MAILTO:srobbins@shelbycounty911.org
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Chicago:20250919T030000
DTEND;TZID=America/Chicago:20250919T120000
DTSTAMP:20260422T005357
CREATED:20250326T142209Z
LAST-MODIFIED:20250326T145027Z
UID:2168-1758250800-1758283200@shelbycounty911.org
SUMMARY:Sustaining a Customer Service Culture
DESCRIPTION:Description:\nThe term “customer service” doesn’t always seem to apply to public safety. The best communications\ncenters\, however\, strive every day to establish a culture of excellent customer service\, when working\nwith the public as well as fellow team members. When we see that the people we work with\, both\ninside the center and in the field\, are all receiving some level of customer service from us\, things\nchange for the better. In this training class\, participants are offered clear illustrations of excellent\ncustomer service in public safety\, and the are given tools to create a culture that values customer\nservice in every interaction.\nLearning Objectives:\n• Provide excellent customer service in difficult situations\n• Think outside the box while assisting citizens and coworkers in need\n• Skillfully deal with difficult callers\n• Communicate effectively when tension is high
URL:https://shelbycounty911.org/event/protecting-law-enforcement-those-who-protect-and-serve-powerphone-copy-copy-copy-copy-copy-copy/
LOCATION:Bartlett Police\, 3736 Appling Rd\, Bartlett\, TN\, 38133\, United States
CATEGORIES:Training
ORGANIZER;CN="Sue Robinson":MAILTO:srobbins@shelbycounty911.org
END:VEVENT
BEGIN:VEVENT
DTSTART;TZID=America/Chicago:20251010T030000
DTEND;TZID=America/Chicago:20251010T120000
DTSTAMP:20260422T005357
CREATED:20250326T143920Z
LAST-MODIFIED:20250326T145050Z
UID:2170-1760065200-1760097600@shelbycounty911.org
SUMMARY:Quality Assurance: Achieving QA/QI in the PSAP
DESCRIPTION:Course Discription: \nThe 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\, constant changes within the PSAP\, changes in technology\, as well as customer expectations. \nThis class discusses the joint NENA/APCO Standard 1.107.1.201 and focuses on the establishment of a quality improvement program for public safety communications personnel. NENA’s Quality Assurance: Achieving QA/QI in the PSAP is an 8-hour course designed to emphasize the importance of a quality improvement program with a focus on quality assurance reviews as a main tenant of the process.
URL:https://shelbycounty911.org/event/protecting-law-enforcement-those-who-protect-and-serve-powerphone-copy-copy-copy-copy-copy-copy-copy/
LOCATION:Bartlett Police\, 3736 Appling Rd\, Bartlett\, TN\, 38133\, United States
CATEGORIES:Training
ORGANIZER;CN="Sue Robinson":MAILTO:srobbins@shelbycounty911.org
END:VEVENT
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