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The Good “F” Word: How the Right Feedback Shapes Performance

Good feedback provides course correction, establishes trust and emphasizes employees’ strengths before weaknesses. Too often, telecommunicators take call after call and work shift after shift without receiving one key piece of support: supportive feedback. In comm centers across the country, these employees do their part by working hard and saving lives, but they don’t receive…

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The Art of the Transition: How People Driven Leaders Handle Rapid Change

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,…

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