Prerequisites: Due to the nature of this topic it is highly recommended that students have successfully completed a 40-hour formal basic instructor-led telecommunicator training program. The telecommunicator is the first voice in any crisis, the first point of contact the caller has with public safety, and sometimes the first contact a person in crisis has had with anybody in a long time. Crisis negotiation calls are truly life or death incidents for the caller and, perhaps, for others involved in the incident. These calls are unlike emergencies that telecommunicators handle every day. A crisis does not have a clearcut response plan, its nature and outcome are hard to discern. There is no way to know how long it will take to resolve or by what means. Outcomes depend on the way responders interact with the person on the other end of the phone. Clearly not an on-the-job training situation, the best preparation for telecommunicators is training as much as possible before they have to handle a crisis call. This course builds on all the skills of basic telecommunicator training but has the specific goal of diving deeper into the nature of crises, their progression, and the most effective way to receive and process calls. Within its scope, the course provides an overview of crisis negotiations looking at the special concerns related to hostage situations, barricaded subjects, and persons with suicidal intent. By the end of the course, the student will have both conceptual tools to help understand crisis situations, they will also have tools to use when working to resolve these incidents. Topics include: The reasons a person may experience a crisis The stages and timeframes of the crisis state Verbal communication and interrogation techniques used during crisis negotiations Dealing with demands Handling negotiations Hostage and suicidal subject situations Perfect for a one-day pre-conference or post-conference course. CDEs Earned: 8

on-Discrimination Statement

West Virginia Northern Community College (WVNCC) is an Equal Opportunity/Affirmative Action Institution and does not discriminate based on race, sex (e.g., sex, sex stereotypes, gender identity, gender expression, sexual orientation, and pregnancy or parenting status), disability, religion, color, national origin, or age in admission, employment, educational programs, or activities; nor does it discriminate based on genetic information in employment or employee health benefits. Further, faculty, staff, students, and applicants are protected from retaliation for making complaints or assisting in investigations of discrimination. WVNCC will take steps to assure that a lack of English language skills will not be a barrier to admission and participation in the college’s CTE offerings. Auxiliary aids and services are available upon request to individuals with disabilities.

Full Non-discrimination notice and associated policies, procedures and forms

Providing satisfactory customer service in the high energy, often high stress field of public safety communications, is paramount to successful performance in this profession, both for the individual telecommunicator as well as the agency they represent. This course addresses all aspects of customer service and how it impacts our industry. Although intangible, it is a critical component that must be understood and applied in excellence to every situation. Topics include: Defining customer service Customer attitudes and expectations Customer service in public safety Impact of customer service on public safety Communications center customer service in action Customer service and quality control Investigating complaints Perfect for a one-day pre-conference or post-conference course CDEs Earned: 8 Recertification Requirements: None 

Non-Discrimination Statement

West Virginia Northern Community College (WVNCC) is an Equal Opportunity/Affirmative Action Institution and does not discriminate based on race, sex (e.g., sex, sex stereotypes, gender identity, gender expression, sexual orientation, and pregnancy or parenting status), disability, religion, color, national origin, or age in admission, employment, educational programs, or activities; nor does it discriminate based on genetic information in employment or employee health benefits. Further, faculty, staff, students, and applicants are protected from retaliation for making complaints or assisting in investigations of discrimination. WVNCC will take steps to assure that a lack of English language skills will not be a barrier to admission and participation in the college’s CTE offerings. Auxiliary aids and services are available upon request to individuals with disabilities.

Full Non-discrimination notice and associated policies, procedures and forms

Providing satisfactory customer service in the high energy, often high stress field of public safety communications, is paramount to successful performance in this profession, both for the individual telecommunicator as well as the agency they represent. This course addresses all aspects of customer service and how it impacts our industry. Although intangible, it is a critical component that must be understood and applied in excellence to every situation. Topics include: Defining customer service Customer attitudes and expectations Customer service in public safety Impact of customer service on public safety Communications center customer service in action Customer service and quality control Investigating complaints Perfect for a one-day pre-conference or post-conference course CDEs Earned: 8 Recertification Requirements: None

Non-Discrimination Statement

West Virginia Northern Community College (WVNCC) is an Equal Opportunity/Affirmative Action Institution and does not discriminate based on race, sex (e.g., sex, sex stereotypes, gender identity, gender expression, sexual orientation, and pregnancy or parenting status), disability, religion, color, national origin, or age in admission, employment, educational programs, or activities; nor does it discriminate based on genetic information in employment or employee health benefits. Further, faculty, staff, students, and applicants are protected from retaliation for making complaints or assisting in investigations of discrimination. WVNCC will take steps to assure that a lack of English language skills will not be a barrier to admission and participation in the college’s CTE offerings. Auxiliary aids and services are available upon request to individuals with disabilities.

Full Non-discrimination notice and associated policies, procedures and forms

Prerequisites: Due to the nature of this topic it is highly recommended that students have successfully completed a 40-hour formal basic instructor-led telecommunicator training program. The telecommunicator is the first voice in any crisis, the first point of contact the caller has with public safety, and sometimes the first contact a person in crisis has had with anybody in a long time. Crisis negotiation calls are truly life or death incidents for the caller and, perhaps, for others involved in the incident. These calls are unlike emergencies that telecommunicators handle every day. A crisis does not have a clearcut response plan, its nature and outcome are hard to discern. There is no way to know how long it will take to resolve or by what means. Outcomes depend on the way responders interact with the person on the other end of the phone. Clearly not an on-the-job training situation, the best preparation for telecommunicators is training as much as possible before they have to handle a crisis call. This course builds on all the skills of basic telecommunicator training but has the specific goal of diving deeper into the nature of crises, their progression, and the most effective way to receive and process calls. Within its scope, the course provides an overview of crisis negotiations looking at the special concerns related to hostage situations, barricaded subjects, and persons with suicidal intent. By the end of the course, the student will have both conceptual tools to help understand crisis situations, they will also have tools to use when working to resolve these incidents. Topics include: The reasons a person may experience a crisis The stages and timeframes of the crisis state Verbal communication and interrogation techniques used during crisis negotiations Dealing with demands Handling negotiations Hostage and suicidal subject situations Perfect for a one-day pre-conference or post-conference course. CDEs Earned: 8

Non-Discrimination Statement

West Virginia Northern Community College (WVNCC) is an Equal Opportunity/Affirmative Action Institution and does not discriminate based on race, sex (e.g., sex, sex stereotypes, gender identity, gender expression, sexual orientation, and pregnancy or parenting status), disability, religion, color, national origin, or age in admission, employment, educational programs, or activities; nor does it discriminate based on genetic information in employment or employee health benefits. Further, faculty, staff, students, and applicants are protected from retaliation for making complaints or assisting in investigations of discrimination. WVNCC will take steps to assure that a lack of English language skills will not be a barrier to admission and participation in the college’s CTE offerings. Auxiliary aids and services are available upon request to individuals with disabilities.

Full Non-discrimination notice and associated policies, procedures and forms