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PSAPs: Introduction to Emotional Intelligence Workshop

Date: 2011-05-26
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911Lifeline, in partnership with Dr. Lora Reed, announces the first of a series of workshops on leadership and organizational behavior in the PSAP

Workshop Title:
Introduction to Emotional Intelligence (EI): a Strategy for Employee Retention and Enhanced PSAP Effectiveness.

Workshop Description:
Emotional Intelligence pertains to understanding self and others.  It has been positively linked to multiple important individual and organizational outcomes including job satisfaction, employee wellness, organizational commitment, and employee retention.  This hybrid learning experience focuses on EI in the PSAP setting where development and understanding of these valuable skills can:

  1. Increase participant's understanding of self and others;
  2. Strengthen collaboration among work teams;
  3. Improve inter and intra-organizational effectiveness through agency cooperation.
  4. Lead to enhanced employee retention and other desirable PSAP outcomes. 

Prior to the two-hour on-line workshop, each participant will:

  1. Assess his or her beginning level of Emotional Intelligence, and
  2. Complete a short pre-assignment designed to assist in streamlining the individual and group learning experience. 

After these activities are completed, participants will be able to dial (toll-free) into the on-line meeting where, together, the group will:

  1. Explore the components of EI;
  2. Consider how EI can enhance individual and work team performance;
  3. Discuss how EI can contribute to the goals of the PSAP. 

Two weeks after the on-line workshop, the facilitator will follow up with each participant to consider the value added from practical application of what was learned.

Dates and Times:
There will be two sessions. Each session is limited to 23 participants.

  • Session 1: Tuesday evening, June 7, 2011, 1900-2100 EDT
  • Session 2: Friday morning, June 10, 2011, 1100-1300 EDT

Registration Deadlines:

  • Session 1: Friday, June 3, 2011 (for Tuesday session)
  • Session 2: Monday, June 6, 2011 (for Friday session)

The cost of the workshop is $55 for 911Lifeline members and $65 for all others.  Financial aid is available.  Each session has up to three tuition-free seats to be awarded at the discretion of the instructor.  Dr. Reed's contact information for questions about financial aid is on the registration page.

Tuition must be paid by the registration deadline unless other arrangements are made with the instructor.  Payment may be made with PayPal, by check, or purchase order.

Note: $5 from each tuition payment will be retained to fund Telecommunicator’s Community Initiative Grants.  Email for more information about this program.

To register, go to the Services/Resources section on the 911Lifeline web site, and choose Continuing Education.

Dr. Lora Reed holds a B.A. in American Studies, an M.A. in Applied Sociology, and a PhD in Organization and Management. Her dissertation, completed in 2005, was published as a monograph, Personality and Leadership as Dispatcher Retention Tools, in December 2008.

In addition to her position as an assistant professor of management at Eckerd College in St. Petersburg, FL, Dr. Reed continues to consult with emergency dispatch centers on a wide range of issues including employee performance, retention, and management.

In 2009 she was recognized as one of the first three Servant Leadership Scholars by the Greenleaf Center for Servant Leadership in Indianapolis.


- People, Places & Things/ (via 911Lifeline, 5/25/11)



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