The Emotionally Intelligent Comm Center @ Macomb County Emergency Dispatch

This class is SNC grant funding approved, SNC # HDI 2020-901

Class Description:
Working in a 9-1-1 center is an emotional experience. Callers are angry, coworkers are annoyed, and supervisors are frustrated. Some centers stick to the “check your emotions at the door” approach to these ever-present feelings. How’s that working? Not well, in most cases. Without the ability recognize and manage emotions in ourselves and others, this job can easily run us into the ground. This fast-paced, interactive session will give you a glimpse into the power of emotional intelligence and how it can make your life easier, today, both at work and at home.

Learning Objectives:
Participants will learn:
– What emotional intelligence is and why it’s so important at the comm center
– How to improve their leadership ability, whether a line level employee, instructor, supervisor or manager
– Tools for communicating more effectively during heated exchanges
– The simple change you can make to improve their center’s culture