The Healthy Dispatcher - Positive Interaction with Difficult People (Loveland)
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The Healthy Dispatcher - Positive Interaction with Difficult People (Loveland)

Join Adam Timm of The Healthy Dispatcher for a day of training hosted by Loveland Police Department. Attendees will learn powerful tools and strategies for working with difficult callers and coworkers; staying present and courteous even when they’ve lost patience, and solving all kinds of communication challenges.

When: August 22, 2018
Where: Loveland Police Department
810 E. 10th St.
Loveland, Colorado  80537
United States
Presenter: Adam Timm
Contact: Adam Timm

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Detailed class information:

Positive Interaction with Difficult People
Difficult callers and challenging coworkers are the norm in 9-1-1, and negative interactions with them can quickly go sideways. For being in “communications,” sometimes we don’t communicate very well! Stressed telecommunicators who are not equipped with the right communication skills for these moment are more likely to irritate callers by being short or using a rude tone. Interpersonal conflict within the comm center can make stressful situations even more tense. 

In addition to exposing their agency to potential liability, frequent negative interactions can cause telecommunicators to leave the profession more quickly. In addition to improving calltaking ability, participants will learn ways to effectively navigate interpersonal conflict within the comm center (which can be even more stressful than on the phone).
Learning Objectives: 
In this 8-hour class, participants learn proven strategies to:
—Stay present and courteous even when they’ve lost patience
—Defuse conflict and regain common ground
—Effectively give and receive criticism
—Become more aware if they’re the problem, and take ownership of the solution

Instructor Bio

Adam Timm is a bestselling author and keynote speaker on the topics of personal resilience and peak performance for 9-1-1 telecommunicators. Adam spent over a decade as a 9-1-1 operator for the Los Angeles Police Department, where he pioneered a stress resilience program that contributed to a 45% decrease in sick time usage. After leaving the LAPD, Adam started his training company, "The Healthy Dispatcher," to bring tools for resilience to this challenging profession.

Participants in Adam’s classes praise his energetic and interactive presentation style, calling his sessions "an awesome learning experience," "captivating, thought-provoking," "amazing," and "incredibly engaging." Adam travels nearly 200 days a year presenting training classes and conference sessions across the country. He is a board-certified stress management consultant and the author of two books, including the #1 bestseller, "Stress Is Optional! How to Kick the Habit," and the popular, "Dispatcher Stress: 50 Lessons on Beating the Burnout." Adam's articles and blog posts on Dispatcher Wellness and Effective PSAP Leadership have been read by tens of thousands.

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