YOU JUST NEVER KNOW: MENTAL PREPAREDNESS
Being Prepared for ANYTHING
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 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 underprepared for the call? The amazing 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.
This class prepares you for the famous "HIGH RISK- LOW FREQUENCY" events that you have little or no time to think on. Rapid intervention events, life-threatening in-progress calls. These calls if handled poorly cause loss of life. Active shooter, kidnappings, sinking vehicles, mass casualty events. You name it, we probably have it in this course. This class sets "memory markers" to better prepare call takers, dispatchers, trainers and supervisors for unthinkable events. Don't miss the opportunity to "up the game" of your team!
Topics will include:
- How to coordinate what you hear with the next great question
- Avoiding the bad skill of robotic call taking
- How to gather valuable information
- 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
- Providing great caller and responder service no matter what
- 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
- A dose of the "fire within" and pride of work product
- 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.
Class Length: 8 hours
Target Audience: Any public safety dispatch professional.
Certification(s): California POST, Michigan, Massachusetts and IAED Approved for CEU’s.
- Call for details regarding other certifications.
"[You Just NEVER Know] was WELL worth the hour-long drive AND the 5:15 a.m. wake up call"
- Nikki, Harford County
"...made me "think" about my responses to the callers and to not be complacent after being a dispatcher for 11 years. It reminded me to be prepared at all times as "you never know" what could happen..."
- Carol, Baylor University
"This class was fantastic! Really makes you think about what needs to be done and reminds a dispatcher what their job is about...saving lives."
- Sarah, Bell County
The e-mail below is the best testimonial that best describes this fantastic class:
After attending your “Being the Best” class in Boca Raton, FL on April 8, 2010, I was thrilled to sign-up myself and three other employees for “You Just Never Know” in Boynton Beach. I attended the July 26th class, and the others attended the August 20, 2010 class. Words cannot express how thankful I am for that class. Ten days after the August 10, 2010 class, one of your attendees, Mary Adams, received a submerged vehicle call: A few minutes before three o’clock in the morning on August, 30, 2010, Communications Records Specialist (CRS) Mary Adams received a 9-1-1 call from a frantic female who initially told CRS Adams that she had driven her vehicle off the Juno Pier and into the water. The caller told CRS Adams that the car was sinking and she could not get out of the vehicle. As CRS Adams asked questions to try to get an exact location of the incident, the caller gave disjointed and confusing information about a pier, the intra coastal waterway, and a McDonald’s, and she became increasingly panicked. CRS Adams asked the woman if she could swim and asked her if she could roll down her window to get out of the vehicle. The caller answered yes to the questions, but in her panic, she still advised that she couldn’t get out of the vehicle. CRS Adams instructed the woman to take off her seatbelt and get out of the vehicle. This instruction probably saved the caller’s life.
She was immediately able to get out of the vehicle and begin swimming to shore. CRS Adams dispatched first responders who arrived on scene at the boat ramp in Juno Park to discover the female caller climbing up on to the shore. Her vehicle was submerged and drifting down the intra coastal waterway, but she was safe. Juno Beach PD officers provided first aid until county emergency medical units responded and transported the woman to the hospital. When I spoke with Mary about this incident later, she was so thankful that she had attended your class. You gave her the knowledge she needed to get through a very stressful incident. Whenever you have a class in our area, we will make every attempt to send students. Your program works!
Heather L. Edewaard, Communications Records Supervisor, Juno Beach Police Department