Verbal De-Escalation: Surviving Verbal Conflict for 9-1-1 Telecommunicators

Today’s increased service demands and scrutiny placed upon public safety professionals have resulted in a growing need to master verbal conflict management skills. When negative verbal encounters escalate to the point where no productivity abounds, it is later discovered that there is little evidence of verbal de-escalation techniques employed by our personnel. This is particularly true when audio reviews are utilized. In some cases, it has become clear that the verbal actions of the public safety responders actually served to escalate the situation. Administrators are now asking, have we adequately trained our personnel to successfully manage and respond to verbal confrontations in a professional manner?

Surviving Verbal Conflict® training provides public safety professionals with time-tested communications skills proven to help de-escalate volatile situations, safeguard fellow officers’ emotional and professional well-being, and significantly enhance the agency’s professional image. The course also provides opportunities for the participants to engage in practical skill building so that upon completion of the two-day training they are well on their way to becoming more effective communications professionals.

Instructor: Chief Harry P. Dolan, (Ret.)

Harry P. Dolan is a 32-year police veteran who brings 25 years of public safety executive experience to his courses. He retired in October 2012 as Chief of Police of the Raleigh Police Department and is now the CEO of the Dolan Consulting Group, LLC, a group of public policy experts who address issues related to public service provision organizations, such as law enforcement agencies, corrections agencies, fire departments, emergency medical services, hospitals, and school districts.
Chief Dolan began his law enforcement career in 1980 as a deputy sheriff in Asheville, North Carolina, and served there until early 1982, when he joined the Raleigh Police Department. In 1987, he was appointed Chief of Police for the N.C. Department of Human Resources Police Department, located in Black Mountain. He served as Chief of Police in Lumberton, N.C. from 1992 until 1998, when he became Chief of the Police of the Grand Rapids, Michigan Police Department. Chief Dolan led the Grand Rapids Police Department for nearly 10 years before becoming Chief of the Raleigh Police Department in September 2007. Chief Dolan has lectured throughout the United States and has trained thousands of public safety professionals in the fields of Service Excellence, Leadership & Management, Communications Skills, and Community Policing. Past participants have consistently described Chief Dolan’s presentations as career changing, characterized by his sense of humor and unique ability to maintain participants’ interest throughout his training sessions. Chief Dolan is a graduate of Western Carolina University and holds a Master’s Degree in Organizational Leadership and Management from the University of North Carolina at Pembroke.

Special Instructions:

Dress Code: To promote a professional training environment, CAPCOG requires proper attire.  Attendee must provide their PID # to receive TCOLE credit for courses taken through CAPCOG. CAPCOG provides training for the Emergency Communication Centers (ECC) in our region at no cost to 9-1-1 telecommunicators and their departments. When space is reserved for a 9-1-1 training class offered by CAPCOG, students or the supervisor who made the reservation must cancel such reservation at least two business days prior to start of the class.

For Questions

Contact Pamela Frisk, CAPCOG. 9-1-1 Senior Training & Public Education Coordinator.