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Dealing with Difficult People

Instruction for Law Enforcement Officers Tuition $199 US SRR Traffic
Srr Traffic courses for law enforcement officers Srr Traffic courses for law enforcement officers

Rural/Metro dispatcher Anthony Scarbrough works at his console Wednesday at the Knox County E-911 center. A new system allows dispatchers to view any one of the Tennessee Department of Transportation's 75 roadway cameras, or four at a time.

This class has been approved by the State 911 Department in Massachusetts



Hosting Agency: Weymouth Police Department

140 Winter Street

Weymouth, MA 02188

Date: April 5, 2016

Tuesday, April 5, 2016


Class Hours: 8AM-4PM
Recommended Hotel: TBD
Directions: Please use



This 8 hour class provides a comprehensive understanding of why callers act the way they do, and provides some positive strategies to handle those callers. Providing dispatchers with better tools to do their job helps prevent liability issues, speeds up the call-taking process, and provides a safer, effective, accurate, and more efficient Emergency Communications Center.

It’s not always the callers from the outside that are difficult to deal with. Dispatchers are trained to deal with the challenges of emergency calls, but sometimes their greatest challenges come from within. An overly aggressive supervisor, a co-worker intent on getting ahead at anyone’s expense, a public safety officer that still doesn’t approve of civilian dispatchers, effects the daily effectiveness of any dispatcher.

Like most public safety professionals, dispatchers can go from a sedentary moment to all out in matter of seconds. To add additional stress from the public or from one of their own can at times be overbearing. Each agency owes it to their employees to reduce these impactual occurrences and to also provide those same employees with coping mechanisms so they can help themselves. Their well being depends on it.


Workshop Content:

• Why do callers act the way they do?
• Psychology 101
• What are they thinking?
• Hey, Operator!! Did you get that?
• Listening to Understand
• Adjusting Attitudes: Theirs and Yours
• Do you have dispatchers that cop an attitude on the radio?
• Do you have officers that cop an attitude with dispatchers?
• The challenge of technology
• Eight Steps of Good Telephone Communication
• It’s all about being flexible
• Tips for suicidal callers
• Taking care of YOU

Instruction for Law Enforcement Officers Tuition $ 199   US SRR Traffic
  Payment: If you wish to pay for this course by means of a credit or debit card, please register for the course first, then return to this page and click on the PayPal icon below and fill in the required information. Thank you.  
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