The work of emergency communications personnel is emotionally charged. Whether it’s working with callers, field units or fellow coworkers, the emotional dimension is often the most individually impactful, yet also the most overlooked. In fact, a career in public safety necessarily causes each of us to be less empathetic and less perceptive when it comes…
You’ve been working hard to set the stage for success. Now, you and your employees can start writing your center’s new story, together. If you’ve been following this article series based on my book, “People Driven Leadership: How the Best 9-1-1 Centers Inspire Positive Change,” you know that this is the final installment. Over the…
9-1-1 work takes a toll on those under the headset. Are you giving your employees the resources to thrive? In 2007 a study was published—the first of its kind—exploring the connection between duty-related trauma in 9-1-1 and PTSD symptoms. This was the first conclusive evidence that proved what 9-1-1 professionals have known all along: This…
Appreciation inspires commitment — but it has to be genuine, and demonstrated daily. I began this article series with one simple premise: the best comm centers in this country share several common characteristics. Throughout the series, I’ve discussed these traits at length. We’ve seen, for example, how good communication helps centers succeed, and how the…
Employee engagement isn’t just about who’s a “good worker” and who isn’t — it’s about building successful teams. Last week, I discussed why regular feedback is critical to being a successful comm center. Feedback conversations are an opportunity for employees to gain insight for course correction. They’re also a good way to build rapport and…
When done right, coaching can help your employees improve, and it can make you a better leader too. In a 2018 Harvard Business Review article, Julia Milner and Trenton Milner shared research that came as a shock to many managers and supervisors: Most people in a leadership role don’t actually know what it means to…
