The Healthy Dispatcher: The Emotionally Intelligent Communications Center

Working in a 9-1-1 center is an emotional experience. Callers are angry, coworkers are annoyed, and supervisors are frustrated. Some centers stick to the “check your emotions at the door” approach to these ever-present feelings. How’s that working? Not well, in most cases. Without the ability recognize and manage emotions in ourselves and others, this job can easily run us into the ground. This fast-paced, interactive session will give you a glimpse into the power of emotional intelligence and how it can make your life easier, today, both at work and at home. Participants will learn:

• Why emotional intelligence is so important at the communication center
• How to use it to improve their leadership ability, no matter where in the organization they work
• Tools for communicating more effectively during heated exchanges
• The simple change they can make to improve center morale

TCOLE documentation will be made available to the Agency Training Coordinator or Administrator for outside course reporting.