In today’s emergency communications centers (ECCs), emotional intelligence (EQ) and soft skills are no longer optional attributes. They are professional necessities that can shape the tone of an entire shift, the outcome of an incident and the health of a team over time.
The Emotionally Effective Communicator
Providing service to the public can be an emotional experience. Citizens are angry, coworkers are annoyed, and supervisors are frustrated. Negative exchanges can impact customer service quality and escalate situations.
