Course Chapters and Outline

  • 01

    Chapter One: Stepping Up To Supervisor

  • 02

    Chapter Two: The Psychology of Resilient Supervisors

    • Lesson 1: Bring Your Brain to Work and The Power of Your Assumptions

    • Quiz: Lesson 1

    • Lesson 2: How to use Conflict to Change Mental Models

    • Quiz: Lesson 2

    • Lesson 3: Insight from Behavioral Economics--Why we Decide the Way we do

    • Quiz: Lesson 3

    • Lesson 4: Our Greatest Leadership Challenge is Dealing with Our Own Psychology

    • Quiz: Lesson 4

    • Lesson 5: The Dark Side of Connectivity

  • 03

    Chapter 3: Hiring the Right People and Creating an Intentionally Healthy Culture

    • Lesson 1: The Unique Dynamics of Working in an Emergency Communications Center

    • Quiz: Lesson 1

    • Lesson 2: What to Look for in People Who do Well in Com-Centers

    • Quiz: Lesson 2

    • Lesson 3: How to Hire the Right People

    • Quiz: Lesson 3

    • Lesson 4: Creating an Intentionally Healthy Comm-Center Culture

    • Quiz: Lesson 4
  • 04

    Chapter 4: You Have Two Jobs--Creating Clarity and Creating Alignment

    • Lesson 1: Creating Clarity about the Why behind the What in your Comm-Center

    • Quiz: Lesson 1

    • Lesson 2: Creating Alignment—the Challenge of Consistency

    • Quiz: Lesson 2

    • Lesson 3: Conflict—The Great Mirror and How Conflict Management is actually Change Management

    • Quiz: Lesson 3

    • Lesson 4: Stress and Venting--Why They Aren't What We Think They Are

    • Quiz: Lesson 4
  • 05

    Chapter 5: Managing Performance

    • Lesson 1: What We have here is a Failure to Communicate

    • Quiz: Lesson 1

    • Lesson 2: A Closer Look at Performance Management (Part 1)

    • Quiz: Lesson 2

    • Lesson 3: A Closer Look at Performance Management (part 2)--Performance Management Tools

    • Quiz: Lesson 3

    • Lesson 4: How to Create and Conduct a Performance Appraisal

  • 06

    The Conclusion

    • Final Lesson: Putting it all Together