This was a  session to remind us that we all have expectations of others, whether we voice them or not. Excellent communication requires that we be clear about the expectations that we have for others and what they expect from us. Lotman provided wisdom that has worked in the transportation field and 9-1-1 ECC:

• Be calm and listen.
• Focus on behaviors not personalities.
• Consider your role in the conflict.
• Develop a plan to work on the conflict.
• Accommodate, collaborate, and compromise.
• Use moderated meetings.
• Research your favorite conflict resolution ideas.

Then we reflect and take action, remembering the things you can control, and those you can’t.

“I am grateful for the opportunity to share knowledge and experience,” said Lotman, “And hope that my session provided insight and tools for other centers.”

Covered by Matt Berg