This class was presented by a team, Sara Weston and Halcyon Frank. The course was designed to discuss why some topics inside emergency communications are so tough to talk about, as well as why these topics become hurdles, and provided information on ways to the “tough stuff.” The course began with discussing morale and how important it is to properly address and manage within PSAPs. Frank explained that, as we can’t control other people, it comes down to personal accountability and taking the first step, making the first effort to effect better morale. This can start with something as simple as initiating basic communication. Weston suggested accountability partners to assist with supporting each other through the more difficult times and transitions.
Both Weston and Frank expounded on the concept that a single small effort, such as putting gold stars on QAs, can raise the spirits of everyone in the center. This is a great first step to increasing morale among personnel. Frank dove into the difference between rude behavior, mean behavior, and true bullying, and how it all plays into the concept of the ‘eating our young’ in communications. She further stated that bullying or similar behavior can be a sort of coping mechanism against the stress and pain of the job. Again, Weston suggested accountability partners to both keep you from joining in on the behavior as well as to create more personal defense against the effects it can have on your center. She reminded attendees that while a single small effort can create positive change, a single negative comment can create negative change.
Frank and Weston next discussed habits and how people overall but communications personnel specifically are creatures of habit. Weston explained that neutral change, such as a new CAD program, can affect the mental status of personnel due to the fear of change and the perceived loss of control. However, multiple changes occur every day in regular communications operations, Frank reminded attendees, so the fear that exists can come down to perception. Changing the way personnel read the narrative of the situation is one way to address this issue. Throughout the course, there was significant attendee interaction, experiences and advice was shared.
By Jessica Lohr
