9-1-1 Leadership-Comm Center Peacemaker


Resentment, sabotage, grievances, militancy, micromanagement, absent management, hierarchy, punishing, withdrawal, cold or bitter behavior, defensive posture, labeling, enemies, guarded communications, suspicion, mistakes as weapons, history as guide, time wasted on defending, unhappy employees, unhappy management, CYA, hidden agendas, just a job – in your Comm Center? Cmon now, this is NOT the nature of the animal.  



The author is a mediator, serving over 15 years at The Dispute Resolution Center in Washington state.  Her years as the Comm Center supervisor, as well as her work as a consultant for agencies in turmoil, resulted in this 15-page brief on peacemaking for COMM CENTER LEADERSHIP.  She hopes that all leadership in 9-1-1 take mediation training as well.


The Comm Center Supervisor offers leadership to those s/he serves, as well as to the administration. How does the supervisor walk this tightrope?  Mediator skills are not only valuable at work.  Community and family also benefit from the ‘tools of the trade’ for a mediator. This quick study is a great start.  Next, we recommend you sign up for a 40-hour mediator course at your local dispute resolution center.  Nothing will improve leadership skills and understanding more than learning mediator techniques.  Nothing needs to change but you!  Leaders need to lead by example, we all have different conflict styles, how about our peacemaking ‘styles’.

“I became a public dispute resolution mediator over fifteen years ago.  I cannot even explain the peace that comes from within when you learn to be the observer!  You can be the curious observer, the amused observer, the kind observer, the confused observer – but never the victim. I wrote this book from my experience as a comm center supervisor; the mistakes I made and the challenges I faced.  I only wish I had had this book to guide me to becoming the peacemaker and the leader I wanted to be.”  The Author