911Trainer.com

27 years ago officers did not respect us, citizens didn't understand us, our training manual and procedures weren't up to date, the evaluation form was useless and our Supervisors were not given enough time to evaluate anyway. Trainers were inconsistent leaving trainees with the task of determining who was right. Our leaders were not trusted - especially if they didn't come from the ranks. We rarely got what we wanted and needed. Clashes around uniforms or not, chairs, lights on lights off. Big sigh. What IS the role of the Comm Center Supervisor anyway.

Times have changed. Or have they? If these things no longer apply to your agency thank a 'creative person'. What is creativity really? Creative efforts begin with a question- a spark of recognition of needed change. And change cannot happen if there is not a recognition that there must be movement, stuck positions result in conflict. As a Supervisor you don't have the luxury to be stuck. Anti creativity is accepting status quo, apathy, powerlessness or resistance to recognizing the other's NEED (so scary). If the conflict or negativity - or other challenges - have not changed at your agency, you must begin with a question.

You are seeing this correctly - you are the middle and people want you to represent only them - however you don't represent one faction. Let's say the administration wants uniforms for professionalism but the people want comfort and freedom. Can there be professionalism AND comfort? That is your role - you can be the NEUTRAL. Lights on - lights off? The question is - what is the need for lights off, lights on? Can those NEEDS be satisfied without loss for either side? How might that happen? Creativity again begins with the question.

If you can adjust yourself to be a 'neutral' - holding not to one but the WHOLE then you will find your decisions are easier to make. The side you choose is another entity which is the good of the agency. Trust your ability to serve - by 'doing the right thing' not 'doing things right' according to someone else. If creative change needed then change your mind about your role. Read More Supervisor QnA. Want to improve the conflict at your agency - study the role of the MEDIATOR because to be an effective Supervisor in a Comm Center that must be your role.

Q. "As a Supervisor I know there is negativity and gossip but it's out of my control."

A. Funny thing about negativity and gossip. It may be rampant but no one wants to do it, and according to them no one does it. Acknowledge that no one goes to work to be unhappy. Address the fact that these behaviors are not welcomed but seem to creep in anyway to the so called unwilling that do participate point fingers at others as the culprits. No chance you will get anyone to acknowledge they are negativity incubators. So then you must be creative in your approach.

This is not out of your control. You are a creative leader so get to asking questions. "Where are we, and where do we want to go?" Get an agreement that the behaviors are unwelcome. Again start with a question to your people instead of a demand or blame/shame approach. "Do you like gossip or negativity? Do you want to find a solution? Do you have ideas?" Here are some ideas for you once you ask - suggest.

Q. "As a Supervisor I know it's my job to get my people to once and for all to change their perception that sexual harassment doesn't apply to them."

A. Produce Evidence! Although the law may seem very clear (at times, in some writings) and definite, you will find that it is not necessarily clear or definite when you talk to people in a work/social setting where people are like 'family'. Workers often believe those laws are 'restrictive' or don't apply to them or their life. To change a perception you have to change the 'experience' of people like them who have ended up innocently enough - fired or in jail. You must also 'create' a new and accountable culture of personal responsibility. Real Comm Center Lawsuits?

Q. "We have some people here who believe being RUDE is in their job description. Others get into p*** contests with callers. This needs to change!"

A. Speak To The Need Call Takers are rude as a control tool. Call Takers get into tug of wars with callers because they again, feel the need to control. This demonstrates an unclear or immature perception of the work. Perception can only be changed through a 'new' experience. Use actual 9-1-1 calls demonstrating effective CONTROL through the use of compassion, kindness, empathy, reassurance. Demonstrate the loss of control when using conflict or bullying. 'Create' a time and space for this discussion.