Long-term culture changes occur when People Driven Leaders commit to new standards of excellence not just once, but every day. When I ask a manager what they see as their center’s biggest challenge—the one thing that, if it were to change, would make the biggest difference on the center’s day-to-day operations—I often hear, “The culture.…
When leaders know how to effectively manage transition, the challenge posed by change lessens, unleashing opportunity. If there’s one thing that’s constant in the 9-1-1 industry, it’s change. The technology we use is changing faster than ever, and as you work to improve your center, you’ve probably noticed other changes as well: new communication habits,…
High-performing centers don’t just hope employees will act with integrity — they make the effort to continually reinforce it through training and example. Many people tend to think of integrity only in the context of legal and illegal activity. Running an NCIC wanted persons check on your date outside the course of duty is illegal,…
By replacing unhelpful communication habits, we become better coworkers, better leaders and establish a solid foundation for our very own People Driven Center. For being in “communications,” we sure don’t communicate with each other very well. In the journey to adulthood, we tend to pick up bad communication habits. Maybe our parents modeled less-than-stellar methods…
Trust may seem like a trivial detail amid all the positive changes you have in mind, but here’s why it’s no small matter. As children, we implicitly trust everyone. Not knowing danger, our natural disposition is to trust that people will meet our expectations. We trust they won’t let us down. Of course, the more…
A vision is a clear roadmap that outlines where the center is headed, and gives employees an opportunity to feel connected and invested in their destination. There are two stonemasons building a wall. You walk up to the first stonemason and ask, “Do you like your job?” He looks up at you and replies, “I’ve…
