This class has been approved by the State 911 Department in Massachusetts
||Weymouth Police Department
140 Winter Street
Weymouth, MA 02188
||April 5, 2016
Tuesday, April 5, 2016
||Please use www.mapquest.com
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.
• 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