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The 360 Dispatcher 9-1-1 Supervisor Leadership Academy

* Course held at the Round Rock Public Safety Training Center, Room 1203, 2801 N Mays St. Round Rock, Texas 78665

Point of contact: Leigh Carrico - lcarrico@roundrocktexas.gov (512) 671-2762

This 6-part course will be held one day a month, April - September, 2020, for a total of six 8-hour sessions. This course is not being sponsored by CAPCOG, only promoted, therefore it is not being offered free of charge. Please click here for more information.

Module 1 - April 6th, 2020 - Understanding Fear and Resistance

Fear and resistance are the most powerful influences in one’s life. They play a major role in self-awareness and self-perception, decision making, quality of relationships, performance at work, and a lot more.

This module explores fear and resistance as they impact thoughts, beliefs, actions, and consequences, among other things, and illustrates how fear is a decisive factor in shaping your supervision and leadership style. Sections include: the roots of fear; identifying and reducing fear; understanding fear and productivity; and a seven-step success plan for managing fear. And we’ll discuss how fear interferes with your communication.

Module 2 - May 11th, 2020 - Improving Emotional Intelligence

Emotional Intelligence (EI) is the ability to recognize and understand emotions in yourself and in others, and to use this awareness to manage behavior and relationships. EI plays a central role in all aspects of supervision and leadership.

A variety of topics will be discussed, including the four pillars of EI, the five components of EI, basic parts and functions of the brain and their role in determining our emotional responses; strategies for effectively controlling those emotional responses; and identifying and improving low emotional intelligence.

Module 3 - June 22nd, 2020 - Fundamentals of Communication

Communication is the most vital of leadership skills. It can determine whether work and home environments are healthy, happy, and satisfying. Unfortunately, relatively little time is spent on the job teaching effective communication skills. Employees are often promoted to supervisory/leadership positions with little instruction on how to make the transition from being a member of the group to having to manage the group.

This module concentrates on practical communication skills, including specific mindsets and language for handling any situation. A discussion of effective listening, arguably the most important skill of a supervisor and leader, will be included. The importance of planning and goal setting in communication, and strategies for giving and taking criticism will be discussed.

Module 4 - July 20th, 2020 - Successful Conflict Management

Managing conflict is a core function of supervisors. It is not an exaggeration to say that everything depends on it. Poor conflict management impacts attitudes, morale, overtime, sick leave, stress levels, and virtually every other aspect of work and home life. 

This session will help you identify your key triggers or conflict hot buttons and cooling strategies; assess an interpersonal conflict from various perspectives; recognize specific destructive behaviors that are ineffective for conflict engagement; and help you develop a 3-month action plan for strengthening your conflict management competency.

Module 5 - August 24th, 2020 - Transforming Stress into Strength and Outrageous Productivity

Stress is ever-present in the comm center. Good stress helps us perform better; bad stress blocks the path to great leadership. Over time, unremitting negative stress takes its toll on attitude, relationships, performance, physical and emotional health, outlook on life, and a lot more. This module includes discussion of the physiology and neuroscience of stress, nutrition, health, exercise, diet, and sleep. It addresses resilience and presents strategies for reducing stress in order to develop more effective supervision and leadership.

Fear, low emotional intelligence, and high stress show themselves frequently in procrastination, perfectionism, absenteeism, lateness, failure to complete paperwork in timely manner, and countless other ways. It’s easy to see how these can impact one’s ability to manage time in an effective manner. This module also helps participants create a system for managing time under any circumstances and shows how to address procrastination, uncover the myth of multitasking, how to set goals and stay on course, and how to handle interruptions

Module 6 - September 28th, 2020 - Leading into the Future

Leadership is an opportunity to grow as an individual and help improve your team. This module will identify five leadership traits. Our discussion will revolve around how you demonstrate those traits and strengthen them. You’ll hear from industry leaders about how they themselves have evolved. 

We will explore a leader’s responsibility in keeping it simple, prioritizing, delegating, empowering, and innovating. Last and most importantly is taking care of your team. In this dynamic world, it is imperative to your team’s success that you are aware of and attentive to their mental and physical well-being of your team members. At the conclusion of this module, we will share and discuss examples of how to do so while maintaining balance in your own life.

April 6, 2020, 8:30am –
September 28, 2020, 5:30pm

Cost: $975.00
Hours: 48



The 360 Dispatcher Staff

Special Instructions:

Dress Code: To promote a professional training environment, CAPCOG requires proper professional attire. T-shirts, shorts, leggings, and flip-flops are prohibited.

This class is open to all. Registration is external through The 360 Dispatcher website.


Round Rock Public Safety Training Center
2801 N Mays Street
Round Rock, Texas 78665

For Questions:
Contact Leigh Carrico - lcarrico@roundrocktexas.gov (512) 671-2762

Continuing Education Credits:

Course ID: 28180

Register here and select Round Rock, TX

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