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Sunday, September 26, 2010
8:00am -
4:00pm
NEW CLASS FOR 2010
"YOU
JUST NEVER KNOW"
Kevin Willett, PSTC,
You just never know what is waiting at the
other end of that next incoming phone call
or radio transmission. What is your demeanor
as the call comes in? Are you mentally
prepared to really listen to the next caller
or are you about to make a snap judgment or
poor decision due to being “burnt out” or
under prepared for the call. The
amazing PSTC instructional team has built a
brand new class that prepares you for that
next crazy, challenging, unbelievable or
seemingly mundane call for service. Skill
building is our goal, increased performance
is the outcome.
Topics in this great new class include:
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How to coordinate what you hear with the
next great question
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Avoiding the bad skill of robotic call
taking, how to gather valuable information
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The nexus between 9-1-1, community safety,
responder safety and professionalism
· *
Event critiques showing successes, failures
and how to “up your game” every day
· *
The art of ongoing, repetitive training and
setting performance based memory markers
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Providing great caller and responder service
even if you dislike the words customer
service
· *
How to raise your quality assurance review
scores by 5-15 points
· *
How to remain great when you don’t really
have the desire to be
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A dose of the “fire within” and pride of
work product
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Time saving techniques and tricks of the
trade that you may not know
Our goal is to reinforce the actions and
skills of the great staffer while
effectively reminding your less-than
effective staffer why they matter in the
public safety picture. If we can somehow
rescue the lazy, negative, complaint ridden
member of your team with an infusion of
proven skills, we’ve done our job.
These and many more topics are covered in
this fast paced, information packed, timely
class. |
