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Course Descriptions

TABLE OF CONTENTS-- (Click on class for course descriptions)

40-Hour Advanced Dispatch School

40-Hour Beginning Dispatch School

9-1-1 Liability

Anger Management

Burnout

Child Callers

Conflict Management

Conflict Resolution

Cultural Diversity

Customer Service

Domestic Violence

Ethics

Executive Management Summit

Homeland Security-The Telecommunicator’s Role

Leadership I: Becoming a Great Supervisor

Leadership II: The Professional Supervisor

Leadership III: The Professional Supervisor-Advanced

Leadership IV: Coaching, Counseling and Discipline

Management I

Motivating Your Workforce

Nix the Negativity

Presentation Mastery

Professional Dispatch

Responder Down

Stress Management

Succession Planning

Suicidal Callers

Team Building

Team Building II

Train the Trainer

Turn Stress into Success

What was Management Thinking?

 
40-Hour Advanced Dispatch School (5 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200808A
Recommended for all who work in dispatch.  This class satisfies the Michigan State 9-1-1 Committee’s Recommendation for Minimum Telecommunicator Training Standards

Session One: 9-1-1 Liability

Understand liability risks from a 9-1-1 perspective and the different types of liability.  You will learn effective ways to reduce your exposure to 9-1-1 liability.

Session Two: Suicidal Callers

Learn how to respond to a suicidal caller and gain tools for what to say and what not to say.  You will understand what questions to ask to ensure safety for the caller and the responders.

Session Three: Homeland Security

Develop an understanding of the Telecommunicator's role in Homeland Security and Incident Command.  Gain confidence in knowing what to expect during a large incident.

Session Four: Domestic Violence

Understand domestic violence and develop the interpersonal skills necessary to answer and process the 9-1-1 domestic violence call in an effective manner.

Session Five: Stress Management

Identify the symptoms and effects of stress.  Develop coping strategies for dealing with the stress every dispatcher goes through.

“Tough topics that every dispatcher has to face, but this course puts them into focus.  Intense and fun.  Everyone can benefit from this course on some level.”
 ~ Bruce Micke, City of Wyoming Police Department

“This class brought back to the surface of my conscience why I do this job and why I love it.”
~ Jennifer Couch, West Bloomfield Police Department
                                                                                                                                                                                 Click Here for Outlines and Objectives as submitted for state approvals   |   Table of Contents

40-Hour Beginning Dispatch School (5 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200707
Recommended for all beginning dispatchers/call-takers.  This class satisfies the recommendations of the Michigan State 9-1-1 Committee to be completed within 18 months of hire

Learn legal terms for FCC Rules and Regulations, Criminal Law vs. Civil Law, felonies and misdemeanors, Juvenile Law, warrants, subpoenas, and orders to build your confidence in your new profession.  You will also learn ethics, professionalism, and customer service and discover interpersonal communications skills such as empathy vs. sympathy, respect, courtesy, active listening, verbal and split ear listening.  Gain knowledge of basic concepts of team building, handling difficult calls, basic call intake, types of callers, and call prioritization.  You will learn the etiquette of TTY/TTD, basic radio dispatching, and Police/Fire/EMS call taking.  In addition, technologies and how they will affect your customer service while understanding the effects of stress on the body and develop techniques to manage it.

“I like the course very well, thought it was very informative and very helpful. I do feel more comfortable with my job having been here.”
~ Jennifer Joslin, Kalkaska County Central Dispatch

"Overall, a very good course. A lot of refresher, yet number of new and useful tools and information on each day."
~ Tyler Woidan, Tuscola County Central Dispatch
9-1-1 Liability (1 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200803
Minnesota POST Approved #10273-0002
Massachusetts State 9-1-1 Department Approved
Recommended for all 9-1-1 Professionals

Understand your liability risks from a 9-1-1 perspective. You will learn the different types of liability for yourself and your agency and how to reduce exposure to 9-1-1 liability.

“I am going to strive to be a better dispatcher and to aid my agency in strengthening our liability conciousness."
~ Scott Del Pozzo, Amherst Public Safety (MA)

“Liability is very important in the dispatch center. This information will be utilized very much."
~ Kimberli Racicot, Westfield Police Department (MA)

Anger Management (1 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200804
Massachusetts State 9-1-1 Department Approved
Recommended for those who want to learn how to deal with anger and the anger of others.

Anger is as natural an emotion as happiness or sadness.  Anger can potentially be the most hazardous emotion you face when it comes to yourself, the people around you, and your career.  Once you recognize how anger affects your body, your mind, and your behavior, you can more effectively control that anger even when faced with other peoples' anger.  You will discover methods to break old patterns and replace them with more successful anger management techniques.  In addition, you will be able to identify ways to help other people safely manage some of their repressed or expressed anger.

“Love it!!! I feel good about myself. I take it with me for every day living and not only the workplace.”
~ Terry Sarazin, Gladwin County 9-1-1

“I plan to 'own up' to my anger, learn how to handle it in the correct manner. No more flying off the handle at the little things.”
~ Miranda Nelson, Manistee County 9-1-1

Burnout: An Examination of the Relationship between the Person and the Duties.  (One-Day Course)
Recommended for all Who may be Experiencing Burnout or Working with Others Who Are

Are you feeling burned out?  Can you recover?  What is the difference between stress and burnout?  What if you're concerned about a co-worker?  What can you do to help?

Learn the answers to these questions and more!  Learn what causes burnout and what you can do to turn around the negativity and avoid the mistakes that burnout may be contributing to.

NEW CLASS!

Child Callers (1 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 201002A
Recommended for all 9-1-1 Professionals

Contrast how child callers differ from adult callers and become more confident in listening and questioning techniques for children.  You will be able to better understand how a child processes information and relays it in their own way in order to help you more effectively obtain the information you need to provide help.  These techniques may help alleviate the consequences of vicarious trauma involving child callers.

"Great class! I can't wait to use these techniques."
~ Kolleen Hendin, White Lake Township Police

"Best class. Gives a good foundation to who our caller child is. It has more tools and better equipped to help a child."
~ Marc McCullough, Lapeer County Central Dispatch
Conflict Management (1 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200804A
Recommended for all

Discover the causes of conflict and difficult behavior.  Learn to deal with change and to take responsibility for positive change in yourself.  Understand the importance of good communication as a tool to prevent problems, learn to cope with criticism, and know how to deal with difficult attitudes.

"No one is immune to conflict, but now that I have these tools I'm better equipped to manage, de-escalate, and resolve the conflicts I will encounter. Thank you!"
~ Lauren Joslin, Westy Bloomfield Township Police Department

“I am very impressed with the materials… Not only does it teach you how to approach other people during conflict, but we can use the tools to better ourselves which is where it starts.”
~ Joni Stidham, Livingston County Central Dispatch
Conflict Resolution (2 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200702
Recommended for all

In this course, you will recognize how your attitude and actions can impact others and find new and effective techniques for managing negative emotions.  You will develop coping strategies for dealing with difficult people and situations and identify those times when you have the right to walk away.

"Great class! This class made me analyze myself, not others. The information I bring back is something I can use instantly. Thank you."
~ Erich Sommer, WESCOM

"This course makes you feel better about yourself, your job, and gives you tools to effectively communicate in a positive way, ultimately bettering your work experience and raises your self esteem to win-win. Thanks!"
~ Sandy Ponce, Joliet Police Department

Cultural Diversity (2 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200709
Recommended for all

This course explores diversity issues in 4 key areas: Knowledge, Understanding, Acceptance, and Behavior.  Discover your current comfort level, gain insight, take action, and value diversity.

“I feel I am walking away with an open mind and ways to become more open and knowledgeable.”
~ Lyndsay Stephens, Lenawee County Sheriff's Department

“This is one of the best courses I've taken!”
~ Kristy Stockwell, Bloomfield Township Police Department

Customer Service (1 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200706
Recommended for all

Customer service skills can improve relationships with agencies you work with and advance your career at the same time.  You will learn who your customers are and learn to meet their expectations.  This course will help you explore opportunities within the scope of your authority of working effectively with others.  Gain skills to become effective in communicating with customers by utilizing fair and responsible responses.

"I was surprised to learn how much more is involved in customer service than just answering the phone."
~ Nikki Poniatowski, Lapeer County Central Dispatch

“Best training class ever."
~ Tim Beguhl, DU-COMM

Domestic Violence (1 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200809A
Recommended for all

You will learn the history of domestic violence and its reality in our society.  Become proactive in learning the hidden signs of domestic violence and why victims stay.  Learn why PPO's often get cancelled and what you can do to help.
 
"The class has given me a different perspective on handling this type of call."
~ Kory Dykstra, Negaunee Regional Dispatch

“I learned what questions to ask and how to ask them. I also learned what else to look for in domestic calls that the caller may not be able to share."
 ~ Anthony Howe, Montcalm County Central Dispatch
Ethics (1 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200801
Recommended for all

Explore the difference between ethics and morals while identifying some of your own values and moral principles.  You will become familiar with some philosophical approaches to ethical dilemmas and learn various ways to avoid them.  You will gain ideas to improve ethics in your workplace and tools to help make better decisions.

“Excellent class! Course made me think about things I had never even considered before. All law enforcement agencies should consider taking this class!!”
~ Tara Spillane, Otsego County Central Dispatch

“It had you take a look at yourself that may not have been done in some time.”
~ Dianna Fletcher, Clare County Corrections

Executive Management Summit (1 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 201002B
Recommended for Public Safety Executives

  • The day long summit provides education, advanced concepts and application for all executive level public safety communications professionals.
  • For management to become educated on the most recent trends, techniques and strategies for the public safety communications workforce.
"Excellent instructor - Fun class - Very informative.  Thank you for the help."
~ Sgt. Paul Barch, West Bloomfield Police Department
                                                                                                                                                                            Table of Contents

Homeland Security-The Telecommunicator’s Role (1 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 201001A
Recommended for Telecommunicators/Call-Takers/Dispatchers

Build upon your skills and understand the role of the Telecommunicator in Incident Command.  Prepare yourself for large incidents by learning what to expect and who is accountable for what.  Become confident through understanding in a large scale crisis.

"I will be more aware of key words used in calls of threats to homeland security."
~ Anthony Howe, Montcalm County Central Dispatch

"There were a lot of interesting subjects going on today. A lot of new ideas presented that I didn't know about - cool!"
~ Casey Nichols, Missaukee County Sheriff's Department
Leadership I: Becoming a Great Supervisor (2 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200603
Recommended for newer supervisors (less than 18 months in the position), CTO’s, and those who would like to become supervisors.

This class clarifies your role and responsibilities as a supervisor enabling you to lead your team with confidence and assurance.  Expand your communication skills in listening, asking questions, and giving feedback as well as developing techniques for giving clear instructions.

"Relating the material to real-life situations on every level, from dispatcher to director offered an enormous amount of insight.”
~ Valerie Halcomb, Portage Public Safety

“I now have a better understanding of what I am capable of doing. There are multiple options of handling the same issue.”
~ Jaclyn R. Klepadlo, Michigan State Police-Gaylord
Leadership II: The Professional Supervisor (2 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200704
Recommended for Supervisors who have been in their position for at least 18 months (newer supervisors should take Leadership I, first).

Build upon your leadership skills and understand the scope and nature of the supervisory position.  Learn ways to manage challenges as you establish ways of dealing with difficult employees.  Identify key techniques that will help you plan and prioritize effectively and develop strategies for leadership.
 
“This is a very good class to remind people of principles they need to keep and show while working in a Supervisor capacity. Very helpful for me! The idea this class covered is a great reminder of how I will conduct myself to both my shift of dispatchers and management. I will work hard to communicate more effectively.”
~ Marc Gramlich, Monroe County Central Dispatch

“I enjoyed the interaction with fellow classmates and appreciated the flexibility that was allowed in dealing with current issues.”
~ Karl Zimmerman, Dearborn Police Department
Leadership III: The Professional Supervisor-Advanced (2 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200705
Recommended for those who have already taken “The Professional Supervisor”.

You will build upon skills acquired in Leardership II: The Professional Supervisor.  Develop strategies for leadership, team building, communication, and motivation while learning what, when, and how to delegate.  You will acquire new skills for conflict resolution and use the tools and techniques necessary to become an effective supervisor.

"A lot of the material can be used immediately for myself and my employees."
~ Sam Kalef, Troy Police Department

"Great class for supervisors/shift leaders/sergeants! Applies direct knowledge and new skills to the people who want and need more."
~ Kristi Pace, Livingston County Central Dispatch
Leadership IV: Coaching, Counseling and Discipline (2 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 201002C
Recommended for 9-1-1 Professionals and Other Public Safety Leaders

Learn how to effectively communicate corrective techniques to your personnel and identify what you can and should document.  Upon completion of this course. you will be able to immediately apply the tools and techniques that make you stand out as a true leader.

"Great series! The role play in particular helped me discover corrective actions that I can put into place tomorrow!"
~ Sam Kalef, Troy Police Department

"Class had a lot of material that I can use when counseling. Very helpful!"
~ Kristi Pace, Livingston County Central Dispatch
Management I (2 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 201011A
Recommended for Public Safety Managers

Learn and understand the role of management, learn to avoid obstacles while managing the workplace, and define new ways of leadership that intertwine with managing the department.

"This was a great class. Even after 7 years as Operations Manager, I have learned tons! This class is needed for all management people not only to help them grow their company, but people and themselves! It's a great class to remind them why they are or want to be managers."
~ Shawn Grabinski, Muskegon Central Dispatch

“Class size was good for productive problem solving.”
~ Chris Karish, Ottawa County Central Dispatch



           Click Here for Outlines and Objectives as submitted for state approvals   |   Table of Contents

Motivating Your Workforce (1 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200703
Recommended for all who wish to improve their level of commitment

Motivating others is a skill that can be learned.  This class investigates the how, why, and when to motivate others and help them become self-motivated.

"Very thought provoking.  A lot to think about and consider. Very good directions and specific actions and tactics."
~ Lynn Schmidt, Germantown Police Department

“Helped look at other areas of motivation that I had not thought about.”
~ Robert Kirk, Van Buren County Sheriff’s Department 

            Click Here for Outlines and Objectives as submitted for state approvals   |   Table of Contents

Nix the Negativity in the Workplace (1 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200811B
Recommended for All

What is Negativity?  Where does it stem from?  You will learn the answers to these questions as well as understand that negativity is a learned behavior that can be turned around.  Win the battle by turning your negativity into positive living.

“Course work was clearly presented and explained with great motivation.”
~ Ronald Cirone, Clare County Corrections

“The class was very good. Excellent about our perceptions in dealing with negativity that we face and can be part of. It helps me understand the “hurt” person and why they are hurt.” 
~ Randall Allister Jones, Southfield Police Department
Presentation Mastery (5 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200908A
Recommended for all who desire to become effective presenters by building their skills, information and practical experience.

Do you want to know the secrets behind being a Successful, accomplished, and polished speaker/presenter? Would you like to know how to reach everyone in your target audience and gain a better understanding of how they learn and what they desire from you? Do you struggle with presentations one on one, in a small group or a large audience? The techniques from this 40-hour Presentation Mastery course will help you chart a course for progress and success that will win over your audience no matter the size. The confidence, the new skills, and the proven techniques will turn you into a more effective presenter by the time you deliver your final presentation.

“The skills I learned this week I can use in ALL aspects of my life!”
~ Christine Collom, Isabella County Central Dispatch

“As the opportunities to teach increase, I now know better how to connect with learners of all types and will be able to better serve them.”      
~ Vance Stringham, Grand Traverse County Central Dispatch
Professional Dispatch (1 day course)
Michigan State 9-1-1 Committee/MCOLES #SCC 200811A
Massachusetts State 9-1-1 Department Approved
Recommended for all who answer and/or dispatch the 9-1-1 call

Learn how it all began and what the definition of Emergency 9-1-1 Telecommunicator means.  Gain skills to identify key areas of growth for individuals, the center, and the profession.  Develop new resources to further yourself, your job, and your center while understanding how you and technology will evolve into the Emergency Communications Specialists of the future.

"I can better help our center grow and standardize training."
~ Rob Saunders, Westfield Police Department (MA)
 
“I will use the tactics shown to have a better work environment.”
~ Stephanie Everett, Amherst Public Safety (MA)
Responder Down (1 day course)
Recommended for 9-1-1 Call Takers & Dispatchers

Learn how everyday conditioning can assist in a crisis situation with an officer in trouble or officer down.  The stress of a responder down is like none other.  In this class, you will learn what your responsibility is before, during and after the call and how to deal with the after effects of the stress endured.

NEW CLASS!

Click Here for Outlines and Objectives as submitted for state approvals | Table of Contents

Stress Management (1 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 201001B
Recommended for All

Learn to identify the symptoms of stress and how stress affects us.  Develop coping strategies for dealing with the stress every Telecommunicator and public safety responder experiences.

"I will use the skills used in this course to improve my work as a dispatcher and improve the quality of service to our citizens."
~ Nicholas Funk, Shiawassee County Sheriff's Office

“I will definitely use the breathing exercises as relaxation techniques.”
~ Dawnette Roberts, Montcalm County Central Dispatch

Succession Planning (On Line Course)
Recommended for Upper Mangagement and Those Who Seek Promotion to Upper Management

When you move on, who will take your place?  In this on-line course, you will learn the traits of a successful succession plan as well as create one for your agency,  You will interact with your instructor, discussing the roles, responsibilities, function, scope and evaluation of the plan and the people involved.

NEW CLASS!
Suicidal Callers(1 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 201001C
Recommended for 9-1-1 Call Takers/Dispatchers

Understand who is at risk for suicide and apply learned techniques to evaluate the level of risk of a suicidal caller.  You will learn how to respond to a suicidal caller with confidence by knowing what to say and what not to say.  Identify resources to assist your call-taking even if working alone.

"It doesn't matter what agency you're from or equipment you have, EVERYONE can learn and apply something from this class."
~ Casey Nichols, Missaukee County Sheriff's Department

"This class helped me find better ways to control the situation on a call and connect with a suicidal caller while still obtaining and relaying pertinent information to responders."
~ Anthony Howe, Montcalm County Central Dispatch 
Team Building (2 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200601
Minnesota POST Approved # 10273-0001
Recommended for all

A "team" is a group of people with a full set of complementary skills required to complete a task, job, or project.  (Business.com)  You will learn your role within your team through the use of the Team Dimensions Profile.  With this priceless information, you will work more efficiently with your team by understanding team patterns, how to deal with differences within your team, and arrive at a more positive solution.  Realize that together is better!

“The class was great. It went far beyond my expectations. It showed me things about myself and others that I work with. I will gladly recommend the instructor and the company."
~ Jessica Martin, Amarillo Emergency Communications Center

“I learned so much and loved that it was so positive, fun and informative in helping us to work well with our peers.”
~ Aty Thongboutsady, Amarillo Emergency Communications Center

Team Building II (1 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 201005A
Recommended for all
 
Participants will explore their part on a public safety team and how to build each other up in their organization with new tools, tips, and techniques in order to become a successful, highly functioning team. Team Building I is a prerequisite.
 
Train the Trainer (3 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200812A
Recommended for all who desire to advance their training skills or become a trainer

Training others is one of the most fundamental skills necessary to retain the RIGHT employees.  You will understand different learning styles and adult learning principles.  Learn how to develop your own effective training style and evaluate whether or not objectives have been met.

"This has been such a helpful class and I look forward to coming to more of Success Communications classes. I am going to take the lessons back and be the best trainer I can."
~ Melinda Obodzinski, South East Regional Emergency Services Authority (SERESA)

"The overall flow of the class was very well done. The group activities were an excellent learning tool. I am going to take this information and use it as a continuous training tool."
~ John Jannette, South East Regional Emergency Services Authority (SERESA)
 
Turn Stress into Success (2 day course)
Michigan State 9-1-1 Committee/MCOLES Approved #SCC 200708
Recommended for all

In today's society, we are constantly on the go and always have many windows open and operating within the computer we call our mind.  With all you have on your plate on a daily basis, it is no wonder you become "stressed."  Determine how to better utilize the coping skills already within yourself and learn fresh coping skills that will help you to manage stress rather than allowing stress to manage you!

"Without questions, I believe that what I've learned in this class may not only save my job, but quite possibly my life."
~ Thomas Seling, Oakland County Sheriff's Office

“The class provided so much more than the title. A 'must have' class for our profession.”
~ Mark A. Graham, Van Buren Central Dispatch
                                                                                                                                                                           
What Was Management Thinking? (One-Day Course)
Recommended for all Who are Not in Management

This class is geared for line workers as they desire to understand why and what the management team does. Critical for evaluating one’s own role, the employee will gain new understanding of the management structure, and responsibilities up and down the hierarchy. Demonstrating knowledge of management roles, the employee will be a “boss for a day” in a case study and examine the responsibilities, duties, liabilities, and repercussions of being in management. 

NEW CLASS!
Success Communications, Inc. • P.O. Box 249 • Charlotte, MI  48813
Phone: 517-543-6141 • Toll-Free Fax: 1-866-852-0072 • Info@SuccessCommunicationsInc.com

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