911 Emergency Dispatching; Effective Communication: Active Listening in Police Dispatch at the Sandwich Police Department
2026-01-05
Sandwich Police Department
Instructor: Ret. Lieutenant Fred Leland of Walpole PD
From 12:00pm to 4:00pm
Registration: 12:00pm
911 Dispatchers and Call takers have many duties, including actively listening and communicating effectively through clear speech and hearing. This 4 hour course teaches the importance of listening to an individual, accessing the situation and understanding the need to communicate properly and professionally during the current call for service. This course is designed to teach the basic skills, techniques and concepts of crisis communication required for the 911 Dispatcher.
Course Overview:
-Understanding Active Listening: Definition and importance of active listening in law enforcement communication
- - Key Components of Active Listening: Techniques such as paraphrasing, summarizing, and asking clarifying questions.
-Building Rapport: Strategies for establishing trust and rapport with callers to enhance communication.
- Emotional Intelligence: Recognizing and managing emotions in high-stress situations to facilitate better interactions.
- Identifying Key Information: Techniques for discerning critical details from conversations to improve dispatch accuracy.
Overcoming Barriers to Listening: Addressing common distractions and biases that hinder effective listening.
-Feedback and Reflection: Learning how to give and receive constructive feedback to continuously improve listening skills.
- Crisis Communication: Applying active listening techniques during emergencies and high-pressure calls.
-Continuous Improvement: Strategies for ongoing development of listening skills beyond the classroom setting.Register Now» Offline registration: pheagney@policelegacy.com or call 508-989-9848
» Cost: $179 USD per official.