2009
CALNENA Annual Conference &
Trade Show
Pre-Conference Training Classes
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| The San Diego Association of Public
Safety Dispatchers is proud to be presenting the pre-conference
training classes at the 2009 CALNENA annual conference & trade show.
The training classes and conference will be held at:
Town & Country Resort and Conference Center
500 Hotel Circle North
San Diego, CA 92108
To attend the conference, visit CALNENA's website at
http://www.calnena.org for
conference registration information.
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| The following pre-conference courses are being
presented on February 23rd, 2009. |
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To view a course
description, click on one of the titles below |
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Conflict
Management in Communications Centers |
Definition: conflict
1. controversy; quarrel: conflicts between parties.
2. discord of action, feeling, or effect; antagonism or opposition,
as of interests or principles: a conflict of ideas.
Conflict occurs in every group of people, in any organization.
Conflict creates unique problems when it occurs with a group of
strong personalities working in public safety communications.
Effective conflict management in communications centers results in
increased morale, higher retention rates, promotes professionalism,
and increases productivity.
This course is intended for:
Managers, supervisors, training officers, and others within law
enforcement and fire communications centers who have a supervisory
role.
This course includes instruction on:
 | Nature, modes, and perceptions of conflict |
| Communication |
| Power and Ego |
| Tools for Success |
| Application in Communications Centers |
POST Plan IV
Cost: $100
Instructor: Jeffrey Hebert - San Diego County Sheriff's
Department
What Others Have Said About This Course:
| "The most helpful part of the class was the information
provided on how to apply the techniques within the comm center"
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| "It was right on target. Excellent class, great instructor" |
| "I wish that everyone in the business could take this
class!" |
| "Jeff is a fabulous instructor" |
| "I really liked the instructor. I think he was well prepared
and well informed on the topic." |
| "Class was really informative. The instructor was
excellent!" |
| "I thought Jeff did very well at engaging the participants
and interacting with the class as a whole. Very enjoyable
class!" |
| "I especially enjoyed the interactive group activities." |
| "The group discussions from different agencies were helpful
and the instructor facilitated the discussions well with
interactive group activities that kept students participating." |
^Top
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Customer Service and
Professionalism for Dispatchers |
New and Veteran Dispatchers, Supervisors and
Managers!
Dealing with call taker burnout? Wondering why you chose this
profession? Why you make a difference? Why the public is important?
Do you need an attitude adjustment?
Then this class is for you!
Instructor: Bonnie Stauffer - Oceanside Police Department
POST Plan IV
Cost: $100
What Others Have Said About This Course:
| "Bonnie is an excellent instructor! I would take a class
Bonnie was instructing again. Actually I would take any class
any time if Bonnie was the instructor!" |
| "I thought Bonnie was very engaging and insightful. She
presented the material in a way that drew most all of the
attendees to participate." |
| "All of my objectives were met...helpful hints and ways to
deal with callers are always welcome, even for 'seasoned'
dispatchers like myself." |
| "The overall session made you walk away with a sense of
pride for the job that may have been stomped out before." |
| "This instructor is a breath of fresh air, I absolutely love
this course..." |
| "Funniest class I've ever attended; completely lost track of
the time" |
| "I would heartily recommend her class to co-workers and
supervisors alike" |
^Top
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Evaluating the Trainee
in Dispatch |
"If it isn’t written, it didn’t happen"
Performance evaluations are an important and crucial part of the
training process in dispatch. For some people, the approach writing
them is a mystery. Where to begin? What needs to be covered? Am I
documenting too much? Too little?
This class includes little instructor presentation; rather, the
instructor facilitates the process which allows the student to
practice and demonstrate their ability to evaluate and provide
ongoing, constructive feedback along with timely written
evaluations. Listen and learn with class participation. Hands on
evaluations written and critiqued along with your peers in class.
Receive hints and tips on the different types of evaluations.
POST Plan IV
Cost: $100
Instructor: Melissa Hernandez - San Diego County Sheriff's
Department
What Others Have Said About This Course:
| "Melissa is realistic in both her knowledge of the topic and
in how it is traditionally applied in the dispatch setting." |
| "Melissa taught the class primarily as a hands on class
which is what is best for this subject. I have had other classes
taught on evaluating that were heavy on lecture." |
| "Great content; examples were applicable and made the
intended point." |
| "Humor helped the class go by quick." |
| "Enjoyed the video clips and group activities." |
^Top
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Courtroom Testimony for Communications
Personnel |
You've been subpoenaed to testify in court for a
9-1-1 call you answered, or that radio call you dispatched. Do you
know what to expect? Will you feel prepared when all eyes in the
courtroom are on you when you testify on the stand under oath?
This course familiarizes public safety dispatchers, supervisors, and
managers with the courtroom environment including the layout,
personnel and appropriate attire and demeanor for witnesses.
Scenarios are given depicting a courtroom proceeding. Upon
completing this course, public safety dispatchers will be able to
identify the primary courtroom participants and their roles in a
courtroom proceeding.
Instructor: Nancy Amador - San Diego County Sheriff's
Department
POST Plan IV
Cost: $100
What Others Have Said About This Course:
| "Very good class!" |
| "The group activities were really good. Had a wonderful time
with the mock court." |
| "Since I've never been to court, this class this made me
feel more at ease about being called to testify." |
| "The mock court was alot of fun and a valuable learning
experience." |
| "Nancy Amador's knowledge of the courts and how dispatch
tapes and incidents play an important role to prosecution were
evident." |
^Top
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| If you have any questions about these classes, contact Melissa Hernandez by sending an e-mail to
training@sdapsd.org or by
calling 619.342.7344. |
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