Crisis Communication Training for 9-1-1 Personnel

Class Duration8hrs        Instructional SettingClassroom

COURSE DESCRIPTION This course is designed to ensure a quality presentation of Crisis Communication Training for the 9-1-1 operator with an emphasis on essential communication skills training, active listening and stress management. This course teaches the importance of listening to an individual, accessing the situation and understanding the need to communicate properly and professionally during the current call for service. This course is designed to teach the basic skills, techniques and concepts of crisis communication required for the 9-1-1 operator.

 Topics Include:  

  • Crisis Communication
  • Essential Communication Skills
  • Active Listening Skills
  • Effective Questioning
  • The Power of Persuasion
  • Stress Management
  • Student Exercises

INSTRUCTIONAL GOAL:   To provide the emergency 9-1-1 operator with the skills, techniques and basic concepts needed to assist and help those in need involving subjects in crisis, agitated individuals, mentally disabled, or potentially violent subjects. The 9-1-1 operator will learn the importance of identifying and interpreting an individual’s speech pattern, tone as well as other indicators in identifying subjects in crisis. An understanding as well as practical knowledge of these concepts and skills is fundamental in assisting the individual in crisis, as well as the responding emergency personnel.

Instructor:   James C. Lilley - The Director of Global Police Solutions, LLC, Jim brings with him over twenty-five years of law enforcement experience both Nationally and Internationally. He holds a Bachelor of Science degree in Criminal Justice as well as an ICITAP Master Instructor certification, and is a member of the International Law Enforcement Educators and Trainers Association. Jim is well diversified in law enforcement, and has served in such supervisory and management roles as a Corporal, Detective, Major Level Narcotics Task Force Agent, Detective Sergeant, Patrol Sergeant, Training Sergeant and as a Training Division Commander/Lieutenant. While serving four years in Iraq with the police training mission, Jim served as a Senior Mentor, Lead Trainer, Training Center Support Team Leader, and as the Acting Regional Commander for AAB 5, Southern Iraq where he received a Certificate of Appreciation for Dedication and Initiative from Lieutenant General Helmick, USA, Commanding General, Multi-National Security Transition Command-Iraq.


Global Police Solutions, LLC is an approved advanced LE training provider throughout the United States and Abroad, who understands the concerns and needs of today’s law enforcement


“Professional Training for Today’s Law Enforcement”


Call Us Toll Free At: 855-4GPSTRAINING



Event Properties

Event Date 11-25-2019 8:00 am
Event End Date 11-25-2019 5:00 pm
Registration Start Date 06-26-2019
Capacity Unlimited
Cut off date 11-22-2019
Individual Price $119.00
Location Central Shenandoah Criminal Justice Training Academy

Location Map

Thank You

At Global Police Solutions, we believe the more you can get officers involved in the class, the more they will learn, and ultimately retain. For this reason, our instructors take a “Hands On” approach to teaching. We make your officers comfortable by providing drinks and snacks throughout our classes as well as use Giveaways to increase class participation. We do all this while conducting a relaxed and informal class which produces an environment conducive to learning. Come see the difference and experience todays Professional Law Enforcement instruction for today’s Law Enforcement Professional.

Toll Free 855-4GPSTRAINING (855-447-7872)

Post Office Box 216
Conway, S.C. 29528

Copyright Global Police Solutions LLC.