Infusion of NICE

Many of the telecommunicators I know come with the superpowers of acute listening, compassionate empathy, supersonic judgment, Superman and 911derwoman reactionary skills, and a forcefield built to deflect harsh criticisms, impatience, unkind words, hysteria, and more.

Each day it seems the world is turning a little more like Gotham City, and callers can be not so NICE.  I wish dispatchers could have the superpower to turn every caller NICE.  I think each dispatcher works daily to develop these skills, as we change our tone, try lowering our voice, infuse positivity, and take deep breaths.  I do wish it was a superpower though.

At our center, a common goal is to get each caller to say, “Thank you!” at the end of the call.  Last week one of our dispatchers had someone say, “I love you.”  I think that dispatcher is perfecting his superpower.

For NPSTW 2022, I wish you all the superpower of NICE so that the people you are trying to serve treat you as you deserve.  You are Super Heros and You Rock the Headset!

Best,