“Beyond the Basics: Clear, Calm and Collected” Hosted by Washington State Patrol

Join Kris Inman with The Healthy Dispatcher for “Beyond the Basics: Clear, Calm and Collected” hosted by Washington State Patrol.

Handling high-pressure 911 calls demands clarity, composure, and unwavering professionalism—no matter the crisis on the other end. Clear, Calm, and Collected hones the customer service skills essential for managing these intense interactions with empathy and precision. Through practical techniques, this class equips participants to build trust, de-escalate conflict, and consistently deliver outstanding service. Walk away with the confidence to transform tough calls into positive outcomes, ensuring every interaction is calm, efficient, and compassionate. We owe our customers no less.

Learners will:

• Identify core principles of effective communication and customer service in 911
• Explain how tone, word choice, and active listening affect caller interactions
• Assess common communication challenges and dig into solutions for improvement
• Reflect on personal communication style to identify strengths and areas for growth