8 Hour What if it were Family?
Notice
- This event meets the criteria for specific mandated training
- Non members please click here to contact us to request access to online registrations.
Date: Thursday, May 16, 2024
Time: 8:00 AM - 5:00 PM
Instructor: Ted Bourgeois, Founder of American Emergency PreparednessTime: 8:00 AM - 5:00 PM
Class Limit: 40
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Target Audience: Emergency Communications Specialists (all levels of experience), Supervisors, Management/Administrative.
This eight-hour course will give students the tools necessary to meet, but exceed, a caller’s expectations during an emergency. Your call-takers and dispatchers will learn to provide service without judgement, how to be in the moment, listen to the caller and focus on specific requests for assistance, ultimately treating their callers no differently than they would a family member.
Students will learn about decision anchoring, cognitive bias, how to shift their mindset when answering calls for service, and the effectiveness of proper voice inflection in certain situations. We will also explore the culture of negativity that is so often found in the public safety industry and learn strategies to effect immediate, positive change in your center.
Through various class exercises and constructively analyzing case studies, including real audio that has received national attention, students will have an opportunity to see what it looks like to go above and beyond when offering assurance and assistance to callers. It is important to note that rather than passively evaluating these scenarios, we will take on the role of engaged observers and dissect each incident in an attempt to provide a valuable learning experience. So, what if it were family?
Outline
This eight-hour course will give students the tools necessary to meet, but exceed, a caller’s expectations during an emergency. Your call-takers and dispatchers will learn to provide service without judgement, how to be in the moment, listen to the caller and focus on specific requests for assistance, ultimately treating their callers no differently than they would a family member.
Students will learn about decision anchoring, cognitive bias, how to shift their mindset when answering calls for service, and the effectiveness of proper voice inflection in certain situations. We will also explore the culture of negativity that is so often found in the public safety industry and learn strategies to effect immediate, positive change in your center.
Through various class exercises and constructively analyzing case studies, including real audio that has received national attention, students will have an opportunity to see what it looks like to go above and beyond when offering assurance and assistance to callers. It is important to note that rather than passively evaluating these scenarios, we will take on the role of engaged observers and dissect each incident in an attempt to provide a valuable learning experience. So, what if it were family?
Outline
- This workshop will concentrate on the following areas:
- Information gathering from hysterical or uncooperative calls.
- Handling mentally ill and suicidal callers.
- Active listening techniques and listening/responding to keywords.
- Domestic violence call taking and dispatching, including caller and responder safety.
- Asking clarifying questions.
- The use of appropriate voice inflection.
