Mastering communication is a lifesaving skill for 911 dispatchers. This engaging session explores what it means to be a "Word Ninja" — someone who uses language with precision, efficiency, and empathy to navigate high-stress calls. Learn techniques for active listening, managing tone and pacing, calming distressed callers, and providing clear instructions. Through real-world examples and practical strategies, this presentation will help you sharpen your communication skills and make every word count when it matters most.
Learning Objectives:
Develop techniques to effectively listen and interpret verbal and nonverbal cues to gather critical information quickly and accurately during emergency calls.
Learn strategies to use language, tone, and pacing to calm distressed callers, de-escalate high-stress situations, and provide clear, actionable instructions.
Gain tools for managing personal stress, maintaining control of conversations, and ensuring precision and efficiency in communication during high-stakes scenarios.
