• Define Endurance; discuss the concept and the journey of the sailing vessel “Endurance” to Antarctica 
• List seven (7) leadership lessons from Ernest Shackleton, explorer
• Explore ways to build a resilient team 
• Learn about adaptability and decision-making
• Identify how to lead by example
• Examine and explore communication, motivation strategies, crisis management and emotional intelligence
• Understand Shackelton’s leadership legacy and relevance and how it still applies today

• 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 

• Define an Active Violence Incident (AVI) and its different phases;
• Describe the key issues and challenges of an AVI;
• Define the roles and responsibilities of the telecommunicators in an AVI situation; and,
• Describe how to manage the consequences of an active shooter incident.

• 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

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!

• Discuss ways in which complacency can cause problems in the 911 profession;
• Review call handling techniques in domestic violence calls which can assist in improving officer safety and decreasing liability;  
• Be familiar with how to isolate emotions and strength identifiers with suicidal callers;
• Understand how stereotypes, prejudices and bias can interfere with job performance and interactions with co-workers and the public;
• Discuss what increases liability in the dispatch center and what can be done to minimize vulnerability to liability and litigation; and, 
• Discuss what each employee can do to improve performance, teamwork and morale in the dispatch center.

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.

• Have an increased awareness of Fire/EMS services
• Understand the differences of Fire/EMS dispatch versus Law Enforcement dispatch
• Be able to Identify basic fire apparatus and fire equipment
• Have an increased understanding of basic fire terminology
• Understand the techniques and importance of fire personnel accountability
• Have knowledge of the types of fires and water sources
• Be able to discuss Incident Command structure
• Be able to recognize a Mayday and how dispatch should react
• Be able to define EMS services
• Know what EMD is
• Be able to differentiate between sympathy and empathy

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 Eaton County Central Dispatch in Charlotte, MI.

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 Eaton County Central Dispatch in Charlotte, MI, or online in our virtual classroom featuring live instruction and interaction with the instructor and other students.

• Explore the resources and studies used for this course.
• Learn the history of the Active Shooter.
• Compare Active Shooters: Past to Present.
• Learn Active Shooter statistics.
• Explore the evolution of the response to an Active Shooter.
• Define the early profiles of an Active Shooter.
• List the Five Phases of the Active Shooter.
• Analyze different Case Studies of Active Shooter events.
• Understand the cascading impact of mass shootings.
• Discuss the Changing Face of the Active Shooter.

• Define Swatting and discuss what is meant by the term
• Learn about the history of SWAT
• Explore the origins of Swatting
• List the types and techniques of executing Swatting calls
• Discuss the landscape of laws in response to Swatting calls
• Understand what the FBI Swatting Database is and its uses
• Review Swatting Case Studies
• Identify best practices for dispatch response to Swatting
  
  This session of "Swatting" is being offered in our virtual classroom featuring live instruction and interaction or in person at Eaton County Central Dispatch, 911 Courthouse Drive, Charlotte, Michigan. 
  The cost is $150 per person; SNC Approved (MNA 2024-4316). The class will run from 8 am to noon.

• 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

• 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

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.

• Define an Active Violence Incident (AVI) and its different phases;
• Describe the key issues and challenges of an AVI;
• Define the roles and responsibilities of the telecommunicators in an AVI situation; and,
• Describe how to manage the consequences of an active shooter incident.

• Understanding personal and positional power
• Planning for success, for yourself and those you supervise
• Setting expectations and holding employees accountable
• Analyzing and resolving performance problems
• Values, traits, and characteristics that help leaders earn the respect, confidence and cooperation of those they serve
• Learning coaching skills to resolve performance problems
• Practicing coaching skills in the classroom using realistic scenarios encountered in public safety