Emotional intelligence, prioritizing the human element and focusing on the “soft stuff” help turn these comm centers into a high-performing environment. In my first article, 3 Signs of a People Driven Leader, I examined a few of the traits that set effective leaders apart from the rest, and used some examples from my research to…
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Care for their employees, effective communication and maximizing individual talents set People Driven Leaders apart from the rest. For most of us, one of the first emotions we learn to signal as children is happiness. Despite living on continents oceans apart, growing up in contrasting cultures and speaking other languages, human beings express happiness…
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Today I’m excited to share a guest post, along with a cool resource for you and your PSAP, courtesy of my friends at Watson Consoles! ~Adam Shared Intentions Fuel Distinct Goals In the public safety world, there is a coalition of vendors, service providers, associations and other organizations that share a common, and serious goal…
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Speaking with PSAP directors and communications managers across the country, some painful realities are expressed consistently. Morale is at an all-time low. Attrition is preventing staffing levels from getting to where they need to be. Absenteeism is out of control. Claims for injury-on-duty are on the rise, filed by employees with less and less time on the…
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“Just take one call at a time,” my supervisors would say before I was about to start another shift on the 9-1-1 lines, offering a way to (hopefully) prevent mistakes and complaints on the phones. It’s actually great advice. Taking one call at a time means that you meet the current call as if it…
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The power of gratitude has been well-researched and documented, with the scientific study of its effects beginning over thirty years ago as the field of Positive Psychology. Through Martin Seligman’s work, we found concrete evidence that dwelling in a state of gratitude, optimism, happiness and compassion can increase long-term feelings of well-being and resilience. You can…
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The tension and strain caused by dispatcher stress affects your relationships both on and off the job. If you’re experiencing burnout at work, the distance and disconnection you feel quickly gets spread to the home. Fights are often caused by a short fuse after a rough day on the phones and then not enough fun…
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When someone hears that you’re a 9-1-1 operator, their mind immediately goes to the life-and-death calls. “Geez, that must be stressful,” they wonder aloud. While it’s true that some calls are overwhelming, it isn’t usually the calls or radio traffic that create the most stress. It’s something more pervasive. Below, Debra, a career 9-1-1 operator,…
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Nothing can bring you peace but yourself. ~Ralph Waldo Emerson If you find yourself tense and anxious when your weekend arrives, it may be time to access some relaxation. Relaxation is the key to getting free of the old patterns of worry and frustration. When I talk about relaxation, I’m not talking about going…
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What lies behind us and what lies before us are tiny matters compared to what lies within us. ~ Ralph Waldo Emerson Do you remember the excitement and nervousness that accompanied going into the next grade in school, especially the first day of high school? High school! Would you cut the mustard? Would your old group of…
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