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

T:  (512) 916-6000
F: (512) 916-6001


Performance Coaching: Building & Sustaining High Performance

*This class is a live, virtual training being offered online*

This course is an examination of the dynamics of “Public Service Excellence” internally and externally within an organization. Emphasis will be placed on defining and applying service excellence skills including management of the agency’s moments of truth, identification of citizen expectations, and managing difficult customers and team members.

Today’s organizational leaders must have a solid understanding of performance theory, principles of motivation, high-performance coaching, and individual and team engagement. Low morale and significant organizational stress surrounds the misunderstanding and misapplication of these fundamental principles. In order to influence others and move today's work team forward, we must challenge managerial folklore and develop a clear understanding of how service excellence principles coupled with performance coaching principles lead to organizational goal attainment. The workshop works to help equip supervisors and leaders with the necessary skills and tools to function effectively as a “Public Service Excellence Professional".

About the instructor:

Harry P. Dolan is a 32-year police veteran who brings 25 years of public safety executive experience to his courses. He retired in October 2012 as Chief of Police of the Raleigh Police Department and is now the CEO of Dolan Consulting Group LLC, anorganization of public policy experts who address issues related to public service provision organizations, such as law enforcement agencies, corrections agencies, fire departments, emergency medical services, hospitals, and school districts.

March 4, 2021, 8:00am – 5:00pm

Cost: Free
Hours: 8



Chief Harry P. Dolan

Special Instructions:

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 or payment for the class will be invoiced to the appropriate agency for the "no show".


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For Questions:
Contact Veronica Neal at 512-916-6097 or vneal@capcog.org

Continuing Education Credits:

Course ID: 30030

Register Now

February 25, 2021

There are 28 seats remaining

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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.

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