Challenging Callers, 4th Edition: Communicating with Children, the Elderly and the Mentally Impaired
Some calls are fairly straightforward. Someone has an incident to report, you gather the details, and you send help. But then there are those other calls. The ones that test your patience, your training, and your skills.
These callers are not trying to frustrate you. They have important information to share, but they might not know how to say it, or they might not have an accurate grasp of reality. When communication breaks down, it is incredibly difficult to give them the help they need.
Challenging Callers, 4th Edition: Communicating with Children, the Elderly and the Mentally Impaired is designed to give you a basic understanding of how to communicate with these challenging caller types. We start with the big picture, focusing on active listening and general guidelines for communicating with verbally impaired callers.
Then we break down some of the most common severe mental illnesses and impairments, including schizophrenia, bipolar disorder, PTSD, and Alzheimer’s Disease. We also cover specific strategies for handling your "frequent flyers." And finally, we look at communicating with elderly callers and child callers, with a special focus on key considerations for calls involving autistic individuals.
As a public safety communications professional, you need to be a master communicator. This course will help you build the skills to demonstrate that mastery, no matter who is on the other end of the line.
- Teacher: Candice Solie
This dynamic and comprehensive six-week online course provides you with the tools and information you need to maximize your skills as a public safety communications training professional. Through completion of this course you'll learn how to design and conduct CTO and classroom training that ensures trainees truly learn the skills and knowledge needed to survive and succeed in this challenging and highly important profession.
- Teacher: Candice Solie
Good customer service skills are critical for all public safety communications professionals. Today it is not good enough to be technically competent. You must also provide a level of service. This three-week course will teach you how to provide great service when handling difficult callers, and how to increase the level of service you provide each day.
- Teacher: Tony Harrison
This highly motivational course is designed to equip you with the necessary skills and knowledge to effectively control the perils of shift work, stress, and negativity. It’s about empowering you so that you can be in control of the negatives of the job instead of the negatives controlling you! Whether you are a seasoned professional or a newcomer, this course is essential for all communications professionals
- Teacher: Candice Solie