Courses Offered

Crisis Negotiation Techniques for Dispatchers Part 1

Crisis Negotiation Techniques for Dispatchers Part 1

4 hours Interpersonal Perspectives (Online)
Presented by: Karin Houston and Jan Dubina

Course description: Crisis Negotiation Techniques for Dispatchers (Part 1) is a practical course of instruction for dispatchers, dispatcher supervisors and dispatcher trainers.

This course is designed to prepare dispatchers to mitigate crises involving barricaded subjects, suicidal subjects, hostage takers and other individuals suffering from mental illness or experiencing an emotional or psychological crisis. The course reinforces the critical nature of the interface between dispatchers and first responders as it relates to de-escalation and crisis intervention.

Students will learn the fundamental requirements of a unified law enforcement response to a crisis incident, including the roles of dispatchers and first responders, containment, security and risk management.

Effective communication as a core competency will address the Behavioral Influence Stairway Model, Active Listening Skills and the role of rapport and influence as it relates to crisis intervention.

Training Objectives:
1. Recognize the critical role of dispatchers in crisis intervention.
2. Describe elements of the law enforcement response to a crisis incident.
3. Apply crisis communication techniques with an individual in crisis.

Who should attend this course: Emergency Dispatchers and Emergency Dispatch Supervisors

Complimentary seats: Discounts available for multiple paid enrollments.


For the purposes of grant applications and continuing education credit, CSM is happy to provide instructor qualifications, sole source justifications, past performance history, competitive bids and full lesson plans.  

CSM is registered as a vendor with the Federal Government.  
DUNS# 138565499
CAGE Code# 3KLD5

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