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Course Catalog

Stress Recognition and Resolution for Telecommunicators (Online)  

Online instructor-led course conducted over one week.

This exciting and fact-filled class will provide you with information that can help you identify and effectively manage your personal on-the-job stress levels. By explaining the factors underlying the stress phenomena, you will gain valuable insight as you develop your own personal strategy for working more effectively with your coworkers and supervisors. A broad spectrum of topics, ranging from identifying types of stress to physical fitness will be presented.

We will also address the issue of violence in today’s workplace and delve into the causes and consequences of workplace conflict. You will learn how stress and anger might escalate into potentially violent situations. Various types of workplace violence, ranging from inappropriate language to physical actions, will be identified along with a discussion about what to do if you believe you, or a coworker, have become a target and victim.

This class will bring together telecommunicators, supervisors and managers to give you the opportunity to network, discuss problems and work toward solutions. Upon conclusion of the course, you should be armed with the skills and information that will help you work more effectively and safely in the stressful communications center environment.

Topics Include

  • Why the communications center is such a stressful environment
  • The types of telecommunications stress, causes and workplace symptoms
  • How a telecommunicator may be personally affected by stress
  • The “super dispatcher” syndrome
  • The causes and types of conflict in the workplace
  • Anger management
  • When stress and anger turn into workplace violence
  • What you should do if you become a target
  • Designing your own “Personal Plan for De-Stressing”


Telecommunicators, shift supervisors and communications center managers; the CTO; probationary telecommunicators who are still learning how to manage their workplace stress; and the sworn individual in the chain-of-command to whom the communications manager reports.

Course Length

8 hours

Online Details

Online environment: This is an interactive, instructor-led, one week course.

This is not a self-paced course. Although there are no specific times that you must be online, you will be required to complete assignments during the week by the deadlines posted within the course. Hence, you must be committed to the course and invest the time necessary for successful completion. You should plan to dedicate approximately 8 hours during the week for the course activities.

The instructors will be available by email and on discussion boards throughout the course. They will be your guides and will assist you with questions and advanced discussions at every step along the way.

Computer requirements: You will complete the course entirely online. A dependable broadband internet connection with a Windows or Mac computer is required.

This course is not eligible for certificate discounts.


Stress Recognition and Resolution for Telecommunicators (Online)
    10/1/2018 to 10/7/2018 Online    
Instructor(s):  Mark Whitby Fee: $125.00
Note:  Log-in information will be emailed to the email address listed in the student profile.