9-1-1 Institute Programs Manager Association of Central Oklahoma Governments Oklahoma City, Oklahoma
De-escalation has been a hot topic in public safety. But the focus has been on responders. This class focuses on how a call can escalate before the responders arrive, and how communications can use tools to calm down the situation before personnel arrive on scene.
Learning Objectives: • Definition of de-escalation • Common caller complaints about 9-1-1 • Controlling the call, not the caller • Wording for a positive experience • Persistent repetition • The effects of stress on a telecommunicator • The positive effects of patience • De-escalation Techniques
Learning Objectives:
Students will learn techniques that can de-escalate a call, as well as phrases which could cause an escalation with the caller.
Students will learn to control the information on the call, not the caller.They will also be taught wording for a positive experience.
At the conclusion of the class, students will be knowledegable about the effects of stress on a telecommunicator, and how to combat that through positive experiences with callers.Students will be taught the postitive effects of patience.
