Dispatchers Toolbox: Overcoming Workplace Drama in the 911 Center

Written by: Justin Prescott
AEP Director of Operations

Welcome back to another edition of "Dispatchers Toolbox," your go-to resource for enhancing your skills and navigating the challenges of working in the high-stress world of emergency dispatch. In this edition, we tackle a critical issue that affects the efficiency and well-being of every 911 professional – workplace drama.

Working in a 911 center can be both rewarding and challenging. The nature of the job involves high-pressure situations and close-knit teamwork. While this environment can foster strong bonds and camaraderie, it can also sometimes give rise to workplace drama that can be detrimental to productivity and morale. However, with the right strategies, you can overcome workplace drama and create a more harmonious and effective work environment.

Understanding Workplace Drama

Before we dive into solutions, let's take a moment to understand what workplace drama entails. Workplace drama can manifest in various forms, such as:

1. Gossip: Sharing rumors or negative information about colleagues.

2. Conflict: Personal or professional disputes that escalate into drama.

3. Cliques: Exclusive groups that exclude others and breed divisiveness.

4. Passive-Aggressive Behavior: Indirect expressions of frustration or anger.

5. Undermining: Actions aimed at discrediting or sabotaging coworkers.

The Effects of Workplace Drama

Workplace drama is not just an interpersonal issue; it can have significant consequences for 911 professionals and the effectiveness of the dispatch center as a whole. Some of these effects include:

1. Reduced Focus: Drama can be distracting, making it harder to concentrate during critical calls.

2. Increased Stress: Dealing with drama adds an unnecessary layer of stress to an already demanding job.

3. Decreased Morale: Drama can erode team morale and trust.

4. Lower Productivity: It can lead to inefficiency and a decrease in overall performance.

5. Staff Turnover: Some dispatchers may opt to leave the job to escape a toxic work environment.

Overcoming Workplace Drama

Now that we understand the implications of workplace drama, let's explore effective strategies to overcome it:

1. Open Communication: Encourage honest and open communication among colleagues. Encourage them to address issues directly rather than resorting to gossip or passive-aggressive behavior.

2. Conflict Resolution Training: Provide training in conflict resolution techniques to help dispatchers resolve disputes professionally and constructively.

3. Set Clear Expectations: Establish clear guidelines and expectations for workplace behavior and professionalism. Make it known that drama will not be tolerated.

4. Encourage Team Building: Organize team-building activities and events to foster stronger bonds among colleagues. A united team is less likely to engage in drama.

5. Address Issues Promptly: When workplace drama does arise, address it promptly and privately. Avoid taking sides and focus on finding a resolution.

6. Create a Positive Culture: Foster a culture of respect, support, and camaraderie. Recognize and reward positive behavior and teamwork.

7. Offer Support Services: Recognize that dispatchers may experience trauma and stress. Provide access to counseling and support services to help them cope with job-related challenges.

8. Lead by Example: Supervisors and managers should lead by example, demonstrating professionalism and conflict resolution skills for their team.

9. Document and Follow Up: Keep a record of workplace incidents and follow up to ensure that the issues are resolved. This helps establish accountability.

Conclusion

Overcoming workplace drama in the 911 center is crucial for maintaining a high level of performance, reducing stress, and ensuring the well-being of dispatch professionals. By promoting open communication, providing conflict resolution training, and fostering a positive workplace culture, dispatchers can work together effectively, even in the most challenging situations. Remember, a drama-free workplace is not just a goal; it's an essential component of a successful 911 center.