This one-hour online training will walk the taker through each of the major components of call taking while breaking down and analyzing a real 9-1-1 call. The lesson will challenge the taker to think critically while providing tips and techniques to enhance their skillset. In addition, it will provide the background and resolution of the incident as well as articles and links to additional resources to expand the lesson taker’s knowledge base. This lesson consists of the following:

Lesson

Road Rage

Key Points

1. Handling mobile incidents

2. Addressing caller safety

3. Providing assurances

4. Using calming techniques

5. Gathering complete information

Learning Point Topics

1. Road Rage

2. Self Defense in Road Rage

3. Calming Techniques

4. Auditory Exclusion

Psychology Snapshot and Dispatcher Wellness

1. Understanding and Working with Anger– Dr. Stella Benami, Clinical Psychologist

2. Using Breath to Feel More Calm, Clear and Centered – By Katy Burno JD, MBA, LMSW