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Frontline Telecommunicator

Is Your Call Taking Creating Positive Ripples?

Tuesday, August 8, 2023

1:30 PM – 2:30 PM

Location: Music City Center, 106

CEU: 1

Main Presenter(s)

Gary A. Hill, National Certifications - 9-1-1 Officer / EMD / CTO Instructor / NJ - EMT / NJ - Police Academy Methods of Instruction

911 Coordinator / Training Officer
Warren County Communications Center
Washington, New Jersey

Let’s take a closer look at our call taking. The impacts we have on people’s lives, whether through emergency or non-emergency calls. How having a true appreciation for our job creates a positive attitude, which creates more confident, compassionate call taker. Those call takers ultimately create a better experience with our callers and those are Positive Ripples.

We also look at benefits of dealing with difficult callers. During this course we talk about how we can store the energy (what we’ve learned) from prior negative calls to have a positive impact on not just future callers but us as well.

Learning Objectives:

Understand the true impact a compassionate call taker can have on the caller. Students will be asked to reflect on prior calls, both difficult and basic calls. How the caller made them feel, and how they felt when they genuinely helped someone.
How to turn a difficult caller into a helpful caller. During this course we will discuss the Do's & Don'ts of call taking and with assistance from students, how they have dealt with difficult callers. How to create positive ripples and not destructive tsunami's. At then end of the class they can take newly learned tactics and apply them while at the console.
How the calls we are dealing with are preparing us for the future. The students will learn about the personal impact of call taking had on the instructor. The students will engage with instructor to learn a tool to show themselves and co-workers how many ripples they have created during their career.