Presentation Description: On 911 calls we are speaking to REAL people with REAL emotions. This class discusses the science behind emotions and phrases we can say that are more validating and not dismissive. This creates more fluid conversations. We don't need to, nor can we always solve everyone's problems on a phone call; but we can make them feel like they matter and they have value, because they do. In turn, we'll be able to handle calls more effectively and quickly leaving us as dispatchers more empowered and with higher job satisfaction.
Learning Objectives:
Understand the importance of validation.
Understand how powerful the use of words can be and how to use that to our benefit.
