911's Least Wanted
Consider the communication challenges created by difficult caller interactions, unpredictable technology, and calls that do not follow expectations.
Explore courseAPPRENTICE · COMMUNICATION
Active Listening
Explore when and how to use active listening, including the roles of rapport and empathy in encouraging cooperation.
COURSE FOCUS
What this course explores.
- Active listening
- Rapport
- Empathy
Who should consider it?
Telecommunicators and public safety professionals whose roles and development goals match the topics below.
Match the course to your role, agency procedures, and development goals. The course overview does not replace your agency’s training requirements.
PUT THE LEARNING TO WORK
Start with a useful question.
Where does active listening show up in your team’s work, and what would you want someone to do differently after this course?
Suggested team discussion to support your training plan.
Give the course a clear follow-through.
Choose a relevant example from your agency, discuss the learning with a trainer, and agree on one practical next step. Use feedback or an observation to see how the knowledge carries into the work.
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Consider interviewing and problem-solving challenges involving difficult caller personalities, technology obstacles, and high-risk calls.
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Explore how attitudes and conflict resolution affect communication within a dispatch center.
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