• Define Grit
• Learn how Grit relates to dispatch
• Explore your “Grit” factor with the Grit Quiz
• Define critical thinking
• List five definable critical thinking skills
• Identify benefits of critical thinking skills and ways to improve them
• Compare “Automatic” and “Manual” thinking
• Discuss how to stay positive on the dispatch floor and improve your decision-making process
• Learn how common sense and emotional intelligence can help you do the job well
• Define implicit bias
• Explore common cognitive biases
• Identify ways to deal with difficult people

While we all hope that a school shooting incident will not take place in our jurisdiction, sadly, we know that no community is exempt from violence. We must continue to do all we can to be prepared when it does happen.  This course provides an intense look at the psychology behind a school shooter with a focus on ways in which a school shooting might be prevented, but ultimately to mitigate injuries and/or loss of life by being prepared and educated should the worst-case scenario take place.

• Review studies involving school shootings
• Discuss myths about school shootings/shooters
• Define and discuss what constitutes a threat
• Identify the 3 main types of school shooters 
• Review 10 school shootings and identify the type of shooters in each incident
• Look at why some become school shooters and others do not
• Learn the Five Stages of an Active Shooter
• Review Crisis Averted – examine instances where a potential school shooter was caught prior to the attack and what led to that intervention
• Examine 5 Tips for Dispatchers during a School Shooting

• Define Curiosity: What it is, some historical context and types
• Understand how curiosity shows up in the dispatch environment 
• Analyze the relationship between curiosity and knowledge and understand how curiosity is the engine of growth
• Discuss some traits of curious and non-curious people 
• Identify the Five Dimensions of Curiosity and the Four Types of Curious People within that framework 
• List the Big Five Benefits of Curiosity
• Learn how to find more meaning at work and other benefits of curiosity in the workplace, including how those relate to dispatch
• Explore how to develop your curiosity and how that translates to professional and personal growth

Police Supervision (aka Achieving Supervisory Excellence) is a three-day course designed specifically for first-line supervisors who direct, motivate, lead, appraise and discipline others. The course is open to anyone employed in public safety, court administration, and related professions. As a result of coaching, role play, exercises, self-assessments, group discussions and lecture, participants will leave with new knowledge and skills in: 

• Setting expectations and holding employees accountable
• Analyzing and resolving performance problems
• Improving workplace communication
• Gaining listening and assertion skills
• Coaching others for improved work performance
• Learning behaviors and characteristics of quality leaders
• The role of motivation in performance

With small group exercises and many examples tailored to the attendee’s profession, this class can be taken by law enforcement, dispatch or anyone in public safety.  The course is taught by Sgt. Michael Phillips who recently retired from the East Lansing Police Department with over 27 years of police experience.  Mike is a Senior Associate with MACNLOW consistently receiving the highest ratings from course attendees for over fifteen years. 

The price is $395 per person and we welcome attendees from any profession.
This course is registered with MCOLES and is eligible for 302 funds as well as SNC approved for dispatch training funds (MNA2022-3166). 
Agencies insured by MMRMA should also check with their agent on partial reimbursement for qualifying courses.

• Understand the importance of debriefings
• Describe the difference between briefing, debriefing and stress debriefing
• Define the components of a debriefing
• Utilize conversational techniques for steering debriefings
• Describe the four main components of a debriefing
• Conduct a formal or informal debriefing 

MACNLOW’s Advanced 40-Hour Dispatch School enables attendees to meet all SNC Module II requirements (MNA2022-2926) by attending all five days for $750 or any one-day course for $275.  Our team utilizes a unique & practical combination of lecture, personal assessments, small group exercises, skill building exercises, and role play to cement learning in the following areas. 

HANDLING DOMESTIC VIOLENCE CALLS
This course focuses on helping telecommunicators learn innovative ways to capture information, frame effective questions, understand the psychological dynamics of domestic violence, and methods to keep their officers safe.  SNC approved with Module II(a) endorsement; MNA2022-2927

SUICIDE CALLS:  HELPING THE CALLER & THE TELECOMMUNICATOR
Attendees will assess their listening skills, learn to apply the skills and "thinking patterns" to help handle a suicide call successfully, assess psychological considerations, keep the caller talking, ask critical questions, and gain call handling methods proven effective for others.  SNC approved with Module II (b) endorsement; MNA2022-2928
 
HOMELAND SECURITY FOR THE TELECOMMUNICATOR
A comprehensive overview to define “terrorism;” identify the similarities and differences between “Domestic” and “International” terrorism; identify common misconceptions related to terrorists; discuss potential terrorist targets; identify and define eight (8) potential terrorist threats/acts; identify the role of Fusion Centers in suspicious incident reporting; define NIMS and its purpose; identify possible resources and tactics used to mitigate loss of life following a large scale terrorist incident; and more!  SNC approved with Module II (e) endorsement; MNA2022-2931

911 DISPATCH LIABILITY
Utilizing 911 cases which pinpoint various types of liability, this course analyzes liability issues, examines common elements of liability, looks at why people sue, examines the typical process of a lawsuit, develops measures for reducing and/or preventing liability, demonstrates courtroom testimony procedures and pitfalls, and considers “best practices” for dispatchers and dispatch supervisors.  SNC approved with Module II (c) endorsement; MNA2022-2929

STRESS MANAGEMENT
Attendees will complete a Stress Response Profile to analyze their individual stress levels with an emphasis on the challenges of a dispatching career, both in terms of tasks and toxic people, utilize the Thought Reframing and FIT/S/ACE approaches to handling stress, and examine individual approaches and develop skills for minimizing, 
preventing and heading off stress.  SNC approved with Module II (d) endorsement; MNA 2022-2930

The cost for the full week course is $750 per person.  Individual one-day classes may be taken at a cost of $275 per day; to register for a one-day course, please return to the course calendar and click on the individual course or contact our office at 517-410-0825 or register@macnlow.com for assistance.

• Identify ways to showcase your call center and connect with the public
• Learn methods and places to attract and recruit potential employees
• Gain an understanding of how to improve the hiring process to select highly qualified candidates
• Outline effective training processes, requirements, and resources
• Identify ways to retain quality employees and build employee and center morale
• Discuss ways supervisors can assist in retention and morale, for themselves and those they supervise
• Discover ways to improve the work-life balance, reduce stress, and improve mental health

Emotional Intelligence is commonly defined as the compilation of skills and characteristics that drive leadership performance.  This session will help you develop greater emotional intelligence to assist in recognizing your own emotions, those of others in the workplace, and then how to use that information to help guide thinking and behavior, adjust emotions to adapt to environments, and become a more effective leader and further your organizational objectives and personal and organizational success. 

Course objectives include:

• Define Emotional Intelligence
• Understand the basic emotions
• Explore Emotions, decision making and the human brain
• Discuss Emotional contagion and Emotional Suppression
• Identify the four domains of emotional intelligence
• Emotional Intelligence strategies for influential leadership

This is a four-hour class that is SNC approved (MNA2024-4920) and the fee is $150 per person.  This offering of the course can be taken in person at SpringHill Suites Hotel, 111 Marketplace Blvd, Lansing, MI, or online in our virtual classroom featuring live instruction and interaction with the instructor and other students.

This course is designed to assist 911 telecommunicators and emergency management personnel in gaining confidence in issuing public alerts and warnings.  An emphasis is placed on selecting the right/best tool(s) for issuing alerts, crafting succinct yet informative messages to change the public’s behavior when an emergency occurs, and understanding the socio-behavioral response to such messages. Attendees will gain an understanding of message planning, analyze message examples, and practice message development in class.  

Course objectives include:

• Explore types of advanced alerts/messages
• Identify when to message and what message type to use
• Learn best practices for messaging
• Understand the socio-behavioral response to warning messages
• Discuss message planning
• Analyze message examples
• Practice message development
• Review messaging options, the future of WEA and the FEMA Messaging Dashboard

This is a four-hour class that is SNC approved (MNA2024-4702) and the fee is $150 per person.  This offering of the course can be taken in person at SpringHill Suites Hotel, 111 Marketplace Blvd, Lansing, MI, or online in our virtual classroom featuring simultaneous instruction and interaction.

• New Michigan Statutes
• Miranda Updates
• Search and Seizure Updates
• New Michigan and Federal Case Law
• Refresher of Past New Statutes and Case Law
• Opportunity to analyze any local questions you bring

MACNLOW’s Basic 40-Hour Dispatch School utilizes a unique and practical combination of lecture, personal assessment, small group exercises, skill-building exercises, and role play to cement learning. Our instructors for this course are all highly-qualified, experienced dispatchers or dispatch supervisors.  The cost is $750 per person.  (SNC approved: MNA2022-2466; meets Module I requirements)

Day One:  Welcome to Dispatch
Duties and Responsibilities, Dispatcher Roles, Technology, Integrity and Responsibility

Day Two:  Professional Interpersonal Communications
DiSC Behavioral Profile, Listening Techniques, Call Control Skills, Stress Handling Techniques

Day 3:  Radio Communications
Police/Fire/EMS calls, Emergency v Non-Emergency calls, Interoperability, Incident Command 

Day 4:  Call Intake and Call Handling
Key Questions - the 6 Ws, Call Sequencing and Clarifying, Over-Rating or Under-Rating the Call, Caller Empathy, Handling Different Types of Calls

Day 5:  Skill Building, Client Services, and Telephone Etiquette
Skill building using all techniques and information from the week; serving the public, dispatch, law enforcement, fire and EMS; doing the job well and politely, making all of us look good!

MACNLOW’s Advanced 40-Hour Dispatch School enables attendees to meet all SNC Module II requirements (MNA2022-2926) by attending all five days for $750 or any one-day course for $275.  Our team utilizes a unique & practical combination of lecture, personal assessments, small group exercises, skill building exercises, and role play to cement learning in the following areas. 

HANDLING DOMESTIC VIOLENCE CALLS
This course focuses on helping telecommunicators learn innovative ways to capture information, frame effective questions, understand the psychological dynamics of domestic violence, and methods to keep their officers safe.  SNC approved with Module II(a) endorsement; MNA2022-2927

SUICIDE CALLS:  HELPING THE CALLER & THE TELECOMMUNICATOR
Attendees will assess their listening skills, learn to apply the skills and "thinking patterns" to help handle a suicide call successfully, assess psychological considerations, keep the caller talking, ask critical questions, and gain call handling methods proven effective for others.  SNC approved with Module II (b) endorsement; MNA2022-2928

911 DISPATCH LIABILITY
Utilizing 911 cases which pinpoint various types of liability, this course analyzes liability issues, examines common elements of liability, looks at why people sue, examines the typical process of a lawsuit, develops measures for reducing and/or preventing liability, demonstrates courtroom testimony procedures and pitfalls, and considers “best practices” for dispatchers and dispatch supervisors.  SNC approved with Module II (c) endorsement; MNA2022-2929

STRESS MANAGEMENT
Attendees will complete a Stress Response Profile to analyze their individual stress levels with an emphasis on the challenges of a dispatching career, both in terms of tasks and toxic people, utilize the Thought Reframing and FIT/S/ACE approaches to handling stress, and examine individual approaches and develop skills for minimizing, 
preventing and heading off stress.  SNC approved with Module II (d) endorsement; MNA 2022-2930

HOMELAND SECURITY FOR THE TELECOMMUNICATOR
A comprehensive overview to define “terrorism;” identify the similarities and differences between “Domestic” and “International” terrorism; identify common misconceptions related to terrorists; discuss potential terrorist targets; identify and define eight (8) potential terrorist threats/acts; identify the role of Fusion Centers in suspicious incident reporting; define NIMS and its purpose; identify possible resources and tactics used to mitigate loss of life following a large scale terrorist incident; and more!  SNC approved with Module II (e) endorsement; MNA2022-2931

The cost for the full week course is $750 per person.  Individual one-day classes may be taken at a cost of $275 per day; to register for a one-day course, please return to the course calendar and click on the individual course or contact our office at 517-410-0825 or register@macnlow.com for assistance.

MACNLOW’s Basic 40-Hour Dispatch School utilizes a unique and practical combination of lecture, personal assessment, small group exercises, skill-building exercises, and role play to cement learning. Our instructors for this course are all highly-qualified, experienced dispatchers or dispatch supervisors.  The cost is $750 per person.  (SNC approved: MNA2022-2466; meets Module I requirements)

Day One:  Welcome to Dispatch
Duties and Responsibilities, Dispatcher Roles, Technology, Integrity and Responsibility

Day Two:  Professional Interpersonal Communications
DiSC Behavioral Profile, Listening Techniques, Call Control Skills, Stress Handling Techniques

Day 3:  Radio Communications
Police/Fire/EMS calls, Emergency v Non-Emergency calls, Interoperability, Incident Command 

Day 4:  Call Intake and Call Handling
Key Questions - the 6 Ws, Call Sequencing and Clarifying, Over-Rating or Under-Rating the Call, Caller Empathy, Handling Different Types of Calls

Day 5:  Skill Building, Client Services, and Telephone Etiquette
Skill building using all techniques and information from the week; serving the public, dispatch, law enforcement, fire and EMS; doing the job well and politely, making all of us look good!

MACNLOW’s Basic 40-Hour Dispatch School utilizes a unique and practical combination of lecture, personal assessment, small group exercises, skill-building exercises, and role play to cement learning. Our instructors for this course are all highly-qualified, experienced dispatchers or dispatch supervisors.  The cost is $750 per person.  (SNC approved: MNA2022-2466; meets Module I requirements). 

Day One:  Welcome to Dispatch
Duties and Responsibilities, Dispatcher Roles, Technology, Integrity and Responsibility

Day Two:  Professional Interpersonal Communications
DiSC Behavioral Profile, Listening Techniques, Call Control Skills, Stress Handling Techniques

Day 3:  Radio Communications
Police/Fire/EMS calls, Emergency v Non-Emergency calls, Interoperability, Incident Command 

Day 4:  Call Intake and Call Handling
Key Questions - the 6 Ws, Call Sequencing and Clarifying, Over-Rating or Under-Rating the Call, Caller Empathy, Handling Different Types of Calls

Day 5:  Skill Building, Client Services, and Telephone Etiquette
Skill building using all techniques and information from the week; serving the public, dispatch, law enforcement, fire and EMS; doing the job well and politely, making all of us look good!

MACNLOW’s Advanced 40-Hour Dispatch School enables attendees to meet all SNC Module II requirements (MNA2022-2926) by attending all five days for $750 or any one-day course for $275.  Our team utilizes a unique & practical combination of lecture, personal assessments, small group exercises, skill building exercises, and role play to cement learning in the following areas. 

HANDLING DOMESTIC VIOLENCE CALLS
This course focuses on helping telecommunicators learn innovative ways to capture information, frame effective questions, understand the psychological dynamics of domestic violence, and methods to keep their officers safe.  SNC approved with Module II(a) endorsement; MNA2022-2927

SUICIDE CALLS:  HELPING THE CALLER & THE TELECOMMUNICATOR
Attendees will assess their listening skills, learn to apply the skills and "thinking patterns" to help handle a suicide call successfully, assess psychological considerations, keep the caller talking, ask critical questions, and gain call handling methods proven effective for others.  SNC approved with Module II (b) endorsement; MNA2022-2928
 
HOMELAND SECURITY FOR THE TELECOMMUNICATOR
A comprehensive overview to define “terrorism;” identify the similarities and differences between “Domestic” and “International” terrorism; identify common misconceptions related to terrorists; discuss potential terrorist targets; identify and define eight (8) potential terrorist threats/acts; identify the role of Fusion Centers in suspicious incident reporting; define NIMS and its purpose; identify possible resources and tactics used to mitigate loss of life following a large scale terrorist incident; and more!  SNC approved with Module II (e) endorsement; MNA2022-2931

911 DISPATCH LIABILITY
Utilizing 911 cases which pinpoint various types of liability, this course analyzes liability issues, examines common elements of liability, looks at why people sue, examines the typical process of a lawsuit, develops measures for reducing and/or preventing liability, demonstrates courtroom testimony procedures and pitfalls, and considers “best practices” for dispatchers and dispatch supervisors.  SNC approved with Module II (c) endorsement; MNA2022-2929

STRESS MANAGEMENT
Attendees will complete a Stress Response Profile to analyze their individual stress levels with an emphasis on the challenges of a dispatching career, both in terms of tasks and toxic people, utilize the Thought Reframing and FIT/S/ACE approaches to handling stress, and examine individual approaches and develop skills for minimizing, 
preventing and heading off stress.  SNC approved with Module II (d) endorsement; MNA 2022-2930

The cost for the full week course is $750 per person.  Individual one-day classes may be taken at a cost of $275 per day; to register for a one-day course, please return to the course calendar and click on the individual course or contact our office at 517-410-0825 or register@macnlow.com for assistance.