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Monday, April 22, 2019 - April 26, 2019
Kalamazoo County Consolidated Dispatch Authority
7040 Stadium Dr
Kalamazoo, MI 49009 (517) 410-0825
Cost: 699.00
Contact & More Info
Email: admin@kccda911.org
Phone: (517) 410-0825

MACNLOW's Basic 40-Hour Dispatch School utilizes a unique and practical combination of lecture, personal assessment, small group exercises, skill building exercises, and role play to cement learning in the following areas:

Day 1:  Welcome to Dispatch
· Duties and responsibilities
· Dispatcher roles
· Technology
· Integrity and Responsibility

Day 2:  Professional Interpersonal Communication
· DiSC Behavioral Profile
· Listening techniques
· Call control skills
· Stress handling techniques

Day 3:  Radio Communications
· Are emotions speaking for intellect?
· Police/Fire/EMS calls
· Emergency v Non-Emergency calls
· Interoperability
· Incident Command

Day 4:  Call Intake and Call Handling
· Key questions - the 6 Ws
· Call sequencing and clarifying
· Over-rating or under-rating the call
· Caller empathy
· Handling different types of calls

Day 5:  Skill Building, Client Services, and Telephone Etiquette
· Skill building using all techniques and information from the week
· Serving the public, dispatch, law enforcement, fire and EMS
· Doing the job well and politely
· Making all of us look good

MNA 201303A