Providing Caller Focused Services & Building Trust on Both Sides of the Console

Additional Class Information:

Providing Caller-Focused Service

This course is designed to empower dispatchers with the skills and knowledge necessary to provide exceptional, caller-focused service during critical moments. Participants will enhance their active listening techniques, develop their empathy skills, and learn strategies to recognize and mitigate personal biases. The course will also cover de-escalation and communication tactics to ensure effective assistance for all callers.

Building Trust on Both Sides of the Console

This session is dedicated to cultivating strong relationships with team members who work on the other side of the radio. Even though we are part of the same team, our goals might vary during work, posing communication challenges. The session delves into three key aspects of establishing trust and efficient communication. By applying these techniques, you can nurture effective and fruitful relationships with your remote colleagues. This course provides an opportunity for both communications and field responders to increase…