This Half-day/4-hour course is designed for Public Safety 911 Telecommunicators, Supervisors, and Management staff.
Training is accredited through the NMLEA.
Course Focus:
To help Call-Takers and Dispatchers assess caller emotions and thought processes through engagement for positive outcomes and to better understand the de-escalation process from the first responder point of view when handling calls and situations.
Course Topics Include:
What Is and Is Not De-Escalation
Pre-Suasion Principles & Persuasion Skills
Logical & Rational Thought Processes
TEB- The Thought Emotion Behavior Profile
Connecting the Dots
Students engage in open discussion, case studies, and exercises throughout the class.
