Public safety dispatchers are the first responders to critical incidents ranging from acts of nature, to major accidents, to active shooters. This course will offer the 911 operator valuable tools they can utilize during critical incident calls for service. The webinar will also share with the operators what to expect during major large-scale critical incident calls. The course will include verbal neuroscience techniques that can be utilized for soliciting information.

Upon Completion:

• Define critical incident, crisis communications management

• Better manage phone and radio calls for critical incidents

• Recognize constricted thinking on the part of the caller

• Employ proper questioning techniques

• Know 6 key things to expect during a large-scale critical incident scenario

• Ask follow-up questions to assist in managing the incident