Calendar of Events - MACNLOW Associates
Choose an Event Type:

EventDateTimeContact
    

This course will utilize a virtual classroom with LIVE instruction and an interactive virtual classroom with two-way audio and video interaction amongst participants and the instructor(s).  This is a great way to participate in a MACNLOW course while avoiding travel and travel-related expenses as well as maintaining the health and safety of students and instructors. The cost is $699 per person.  (SNC approved: MNA201303A; meets Module I requirements)

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.

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!


 

 

more info...
3/1/2021
-3/5/2021
8:00am to 5:00pm


SECOND SESSION ADDED DUE TO DEMAND!  This course is designed to keep experienced telecommunicators abreast of best practices and call handling techniques in difficult suicide calls and volatile domestic violence calls, examine cultural diversity and how bias may affect their job performance, discuss ways in which they can reduce mistakes and liability on the job, and motivate them to improve personal health, performance and teamwork in the dispatch center.  
 
At the conclusion of the course, the telecommunicator will be able to:
  • 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.
The cost is $275 per person and the course is SNC approved (MNA2020-1263).

more info...
3/10/20218:00am to 5:00pm


This course is registered with MCOLES and is eligible for 302 funds as well as SNC approved for dispatch training funds (MNA201902A).  
Agencies insured by MMRMA should also check with their agent on partial reimbursement for qualifying courses.
The cost is $375 per person

This course focuses on dealing with difficult/problem employees, empowering employees, supervisory ethics, managing projects, problem solving, managing workplace relationships, and handling special details.  Attendees develop new knowledge and skills in:

  • “Solving” difficult employees;
  • Empowering employees to be high achievers;
  • Encouraging ethical workplace behavior;
  • Building and setting performance goals;
  • Solving problems unique to those employed in police, dispatch, fire, courts and corrections settings; and,
  • Planning and handling departmental projects

This course is led by Sgt. Michael S. Phillips (Ret., East Lansing Police Department), a highly-rated senior associate with MACNLOW, with over 27 years of experience. Portions of the course are tailored to the profession of each attendee. We recommend, but do not require, participants complete our Police Supervision or Achieving Supervisory Excellence course prior to taking Advanced Supervision as some content is built upon assessment instruments utilized in that initial course.  If you wish to take Advanced Supervision without the recommended prerequisite, simply let us know when registering for the course


more info...
3/10/2021
-3/12/2021
8:00am to 5:00pm


Incident Debriefing is an essential part of learning, improving and identifying the steps in a given incident. This course will highlight the need for Incident Debriefing and will focus on providing an overall plan for post-incident management. Upon completion of this course, the participant will be able to:
  • 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 
This is an SNC approved course (MNA201905D) that is four hours in length and will run from 8 am to noon.  The cost is $150 per person.  
 

more info...
3/11/2021
-3/11/2021
8:00am to 12:00pm


This course will introduce telecommunicators to crisis negotiations and the roles and responsibilities of the Tactical Dispatcher.  The course covers different phases of the negotiation process as well as specific strategies and techniques that may be used to resolve the crisis.  The course will build upon the skills already possessed by the telecommunicator and will provide tools and techniques needed to assist the Hostage Negotiations team. 

Upon completion of this course, the participant will be able to:
•       Describe crisis negotiations
•       Define the roles and responsibilities with the Dispatch Center
•       Better understand crisis intervention and management
•       Deploy crisis communication skills
•       Work with law enforcement negotiators
•       Be familiar with the FBIs Behavioral Stairway Model
•       Communicate with a hostage taker

This is an SNC approved course (MNA201905B) that is four hours in length and will run from 1 to 5 pm. The cost is $150 per person.  As this is a virtual course, participants must use a computer (desktop, laptop or tablet) equipped with a camera and microphone to interact with the instructor and other students. If you have any questions about these requirements, please contact our office at 517-925-1434 or info@macnlow.com.
 

more info...
3/11/2021
-3/11/2021
1:00pm to 5:00pm


This course will utilize a virtual classroom with LIVE instruction and an interactive virtual classroom with two-way audio and video interaction amongst participants and the instructor(s).  This is a great way to participate in a MACNLOW course while avoiding travel and travel-related expenses as well as maintaining the health and safety of students and instructors.  
 

MACNLOW’s Advanced 40-Hour Dispatch School enables attendees to meet all SNC Module II requirements (MNA201408A) by attending all five days for $699 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. 

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; MNA201504B

 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; MNA 201407A

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 201110A

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; MNA 201001A

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; MNA200608E






 

 

 

more info...
3/15/2021
-3/19/2021
8:00am to 5:00pm


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; MNA201504B. The cost is $275 per person.


more info...
3/15/2021
-3/15/2021
8:00am to 5:00pm


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; MNA200608E. The cost is $275 per person.


more info...
3/16/2021
-3/16/2021
8:00am to 5:00pm


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; MNA 201001A. The cost is $275 per person.


more info...
3/17/2021
-3/17/2021
8:00am to 5:00pm


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; MNA 201407A


more info...
3/18/2021
-3/18/2021
8:00am to 5:00pm


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 201110A. The cost is $275 per person.


more info...
3/19/2021
-3/19/2021
8:00am to 5:00pm


This two-day course is designed specifically for supervisors who direct, motivate, lead, appraise and discipline others.  Topics covered in the third and final course in MACNLOW’s Capstone Award/Supervisory Series include supervisory responsibility, procedures to investigate citizen or staff complaints, investigative confidentiality requirements, legal updates on specific decisions applying to public safety professionals, further explanation of search and seizure law, use of force, jail/lock-up issues, and how to mentor and coach disciplined employees.  The emphasis is on practical application of:
–       Understanding of liability in your “individual” and “official” capacities
–       Identifying implications for supervisory liability in “failure to control” employees with a history of misbehavior
–       Practical procedures (practiced in class) for investigating complaints
–       Tips for applying current case law on a day-to-day basis
–       Ways to coach employees back to high performance 
This course is taught by Lt. Jason Meier (Novi Police Dept.) who is also an attorney licensed to practice law in Michigan.  Attendees will greatly benefit from Lt. Meier's experience in law enforcement and the legal field as they gain a better understanding of their supervisory responsibilities and how to reduce liability for themselves and their agency.  Attendees are NOT required to have taken MACNLOW’s Police Supervision or Advanced Supervision courses prior to attending this course.

The cost is $375 per person; the course is registered with MCOLES and is eligible for 302 funds.  Agencies insured by MMRMA should also check with their agent regarding possible partial reimbursement as well.  Class runs from 8 am to 5 pm both days with an hour for lunch.

more info...
4/7/2021
-4/8/2021
8:00am


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.  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. 

This course is registered with MCOLES and is eligible for 302 funds as well as SNC approved for dispatch training funds (MNA201408B).  
Agencies insured by MMRMA should also check with their agent on partial reimbursement for qualifying courses.


more info...
4/7/2021
-4/9/2021
8:00am to 5:00pm


This course will utilize a virtual classroom with LIVE instruction and an interactive virtual classroom with two-way audio and video interaction amongst participants and the instructor(s).  This is a great way to participate in a MACNLOW course while avoiding travel and travel-related expenses as well as maintaining the health and safety of students and instructors. The cost is $699 per person.  (SNC approved: MNA201303A; meets Module I requirements)

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.

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!


 

 

more info...
4/19/2021
-4/23/2021
8:00am to 5:00pm


This course will utilize a virtual classroom with LIVE instruction and an interactive virtual classroom with two-way audio and video interaction amongst participants and the instructor(s).  This is a great way to participate in a MACNLOW course while avoiding travel and travel-related expenses as well as maintaining the health and safety of students and instructors.  
 

MACNLOW’s Advanced 40-Hour Dispatch School enables attendees to meet all SNC Module II requirements (MNA201408A) by attending all five days for $699 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. 

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; MNA201504B

 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; MNA 201407A

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 201110A

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; MNA 201001A

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; MNA200608E

The cost for the full week course is $699 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 517-925-1434 or register@macnlow.com for assistance.






 

 

 

more info...
4/26/2021
-4/30/2021
8:00am to 5:00pm


THIRD SESSION ADDED DUE TO DEMAND!  This course is designed to keep experienced telecommunicators abreast of best practices and call handling techniques in difficult suicide calls and volatile domestic violence calls, examine cultural diversity and how bias may affect their job performance, discuss ways in which they can reduce mistakes and liability on the job, and motivate them to improve personal health, performance and teamwork in the dispatch center.  
 
At the conclusion of the course, the telecommunicator will be able to:
  • 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.

more info...
5/5/2021
-5/5/2021
8:00am to 5:00pm


Generations question and complain about perceived values, work ethics and behaviors of other generations. This course gives an understanding of the forces, events and dynamics that shape each generation and offers strategies for interacting with and supervising Generations X, Y, the Millennials and beyond.  This course is helpful for anyone who supervises, manages, leads, or needs to better interact with other generations at work.
 
Participants will leave with:
1.  New strategies for interacting with and supervising Generation X, Millennials, and other members of the work force of all ages; 
2.  An understanding of the values and beliefs held by the various generations in the work force; and, 
3.  Ideas for blending generations for successful workplace teamwork.
 

more info...
6/1/2021
-6/1/2021
8:00am


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.  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. 

This course is registered with MCOLES and is eligible for 302 funds as well as SNC approved for dispatch training funds (MNA201408B).  
Agencies insured by MMRMA should also check with their agent on partial reimbursement for qualifying courses.


more info...
6/2/2021
-6/4/2021
8:00am to 5:00pm


Switch to Calendar (Grid) Format | Hybrid Format | Printable Event Listing (PDF)