Interpersonal Communications for 911 Telecommunicators

Effective communication is the foundation of every successful 911 call. This course is designed specifically for 911 telecommunicators and focuses on strengthening the interpersonal communication skills needed to manage high-stress interactions, build rapport quickly, and maintain control during critical incidents.

Participants will explore how tone, word choice, listening skills, and emotional intelligence impact caller outcomes, responder safety, and overall call efficiency. Through real-world scenarios and practical strategies, telecommunicators will learn how to communicate with clarity, confidence, and empathy—whether handling routine calls, emotionally charged situations, or callers in crisis.

This course emphasizes professionalism, adaptability, and self-awareness, helping telecommunicators navigate difficult personalities, reduce conflict, and foster trust in seconds. Attendees will leave with tools they can immediately apply on the console to improve call quality, teamwork, and personal resilience.