Adam Timm of The Healthy Dispatcher presented his course “Defusing Comm Center Conflict “ to a standing room only audience this afternoon. He quickly engaged the audience by taking a poll of the attendees on conflict they are experiencing in their ECC’s. By the show of hands this is a hot topic and one many agencies are dealing with.

Realizing that conflict is inevitable helps you learn the tools for effective conversation and communication. Self awareness is also key to defusing the conflict. Look at how you are making people feel about themselves and their work environment – are barriers being created?  These are all tips Timm shared.

He delved into the top six common communication mistakes

• Avoiding difficult conversations
• Not being assertive
• Reacting not responding
• Not preparing thoroughly
• Using a one-size-fits-all approach to communication
• Assuming your message has been understood

The audience paired up and discussed these based on real life experiences. These all gave us much food for thought.

Timm’s takeaway he wanted to share: Being aware of how you show up can get you more of what you want to achieve.

Covered by Cheryl Konarski