Providing service to the public can be an emotional experience. Citizens are angry, coworkers are annoyed, and supervisors are frustrated. Negative exchanges can impact customer service quality and escalate situations. Without the ability recognize and manage emotions in ourselves and others, we can feel out of control and the job can easily run us into the ground. This fast-paced, interactive session shows the power of emotional intelligence and demonstrates how improving yours can make you a better leader, no matter where in the center you work.
Learning Objectives:
Understand why emotional intelligence is so important to working in public safety
Apply tools for communicating more effectively and de-escalating heated exchanges
Explore the simple change you can make to improve your agency’s culture and morale
