6800 Burleson Road
Building 310, Suite 165
Austin, TX 78744

T:  (512) 916-6000
F: (512) 916-6001


Diffusing Comm Center Conflict

Difficult callers are only one side of the stress of communication in 9-1-1. Negative interactions with coworkers and supervisors can end up being more stressful than the work itself. With a better understanding of how to communicate during tense times, 9-1-1 professionals can improve their center’s culture and efficiency. This 8-hour training class provides the knowledge and tools for more effective communication at any level of the organization, whether line level employee, training instructor, or supervisor.

In this class participants learn how to:

  • Prepare for and engage in a difficult conversation
  • Identify their conflict style
  • Stay present and courteous even when they’ve lost patience
  • Communicate more effectively during heated exchanges
  • Defuse conflict and regain common ground

About your Instructor: Adam began his 18-year career in public safety as a 9-1-1 dispatcher for Los Angeles Police Department, where he spent over a decade under the headset. He left dispatch to start his training company, The Healthy Dispatcher. Adam’s energetic presentations and uplifting message have made him one of the most highly regarded speakers in the 9-1-1 industry.

August 18, 2022, 8:00am – 5:00pm

Cost: Free
Hours: 8



Adam Timm

Special Instructions:

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

Attendee must provide their PID # to receive TCOLE credit for courses taken through CAPCOG.

CAPCOG provides training for the Public Safety Answering Points (PSAPs) in our region at no cost to 9-1-1 telecommunicators and their departments.

When space is reserved for a 9-1-1 training class offered by CAPCOG, students or the supervisor who made the reservation must cancel such reservation at least two business days prior to start of the class. If not, payment for the class will be invoiced to the appropriate agency for the "no show".

This course will be held in Room 239a and 239b of the City of Austin Learning and Research Center.


Capital Area Council of Governments - Cedar Room
6800 Burleson Road
Building 310, CAPCOG Training Center
Austin, Texas 78744

For Questions:
Contact Pamela Frisk at pfrisk@capcog.org or 512-916-6097.

Continuing Education Credits:

Course ID: 33060

Register Now

August 11, 2022

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Cancel Registration

CAPCOG reserves the right to cancel a class that does not meet the minimum number of registered attendees at least seven business days before the class start date. In those circumstances, CAPCOG will provide a full refund. Students who wish to cancel their registration must cancel online or notify CAPCOG in writing (via email or fax) at least seven business days prior to the course date in order to receive a refund. There will be a $10 administrative fee for processing the refund.

"No shows" and student cancellations made less than seven business days prior to the start of class may be charged the full course fee. Partial attendance will not be permitted for any of the courses.

I need to cancel