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Building Trust on Both Sides of the Console
Course Description:
It can be hard to get along well with those on the other side of the radio at times. We are all one team, but at times have different goals. This course explores the three main parts of developing trust and positive relationships with the first responders on the other side of the radio. Learn ways to help develop trust and open communication even if you never see that officer or firefighter or paramedic. This is an excellent course for both communications and field personnel to attend together to discuss struggles and potential solutions.
Course Objectives:
- Identify three main areas that lead to stronger trust and better relationships.
- Understand considerations to make when working & communicating with first responders.
- Recognize how our speech and actions affect building trust.
- Identify what to avoid when building trust.
Training is a Team Sport
Course Length: 4 Hours
Course Description:
Most often training is left to certain members or departments within an agency. Although their focus may be training, everyone in the center contributes to training whether its for new employees or seasoned ones. This course discusses how everyone in the center has a role to play when it comes to training.
Course Objectives:
- Demonstrate ways to assist trainees when not a trainer.
- Recognize everyone’s role in training and development.
- Identify opportunities for self-development.
Giving Feedback and Handling Criticism
Course Length: 4 Hours
Course Description:
Knowing how to give and receive feedback effectively can change the course of one’s career. Every opportunity to give feedback or when we receive it is an opportunity to learn more about ourselves and others. This session will focus on two types of feedback, how to give it effectively, and how to receive it. How to handle criticism and use it for growth will also be discussed.
Course Objectives:
- Define two types of feedback.
- Discuss when is the best time to give feedback.
- Demonstrate importance of listening and shift versus support responses.
- Learn ways to deal with less than positive feedback and how we can learn from it.
Caller Focused Service
Course Length: 4 Hours
Course Description:
We interact with what can be and/or feel like hundreds of people a day and are often the first and sometimes only contact they have with our agency. Are you providing the best level of service you can? Is your center the Chik-fil-a of dispatch centers or could your communication skills use some work? This session will provide you with the building blocks to help provide the best caller focused service possible.
Course Objectives:
- Define what caller focused service looks like in the center.
- Recognize skills that lead to caller focused service.
- Demonstrate positive communication skills.
- Recognize the difference between empathy & sympathy
#BeAnEncourager in the Comm Center
Course Length: 4 Hours
Course Description:
The dispatch industry is filled not only with job related stress and worry, but the stress and worry we experience in our personal lives. Every day we each battle negative feedback and experiences both outside and inside our own heads. We’re not alone in fighting these battles though. We each have the power to not only lift each other up, but to provide courage and sometimes invaluable support. During this session we’ll dive into why encouragement matters, what type of encouragement fits us best, and how we can encourage others.
Course Objectives:
- Define encouragement.
- Identify one’s own individual encouragement language.
- Understand how encouragement affects each other in the workplace.
- Recognize how encouragement can increase efficiency, trust and peer support.
Combating Complacency
Course Length: 4 Hours
Course Description:
It can be easy to slip into complacency when day to day tasks become familiar and almost routine. This can cause dispatchers to become less attentive, thorough, and potentially allow standards to slip. This session looks at how we prepare for the unexpected and maintain our focus despite the ease of complacency.
Course Objectives:
- Demonstrate the importance of avoiding complacency.
- Explain ways to combat complacency and increase field responder safety.
- Identify distractions that occur in the center.
- Recognize call types that may cause personnel to fall into complacency.