Positive Interaction with Difficult People
Difficult callers are the norm in 9-1-1, and negative interactions with these types of callers can quickly go sideways. In this 8-hour class, improve calltaking ability, and learn ways to effectively navigate interpersonal conflict within the comm center (which can be even more stressful than on the phone).
• Stay focused when you've lost patience
• Get out of negative thinking traps
• Defuse conflict, work through it, and gain common ground
• Improve communication with supervisors, coworkers & family