Grace Under Fire: Conflict and Accountability in the ECC

Conflict is inevitable in the high-pressure environment of a 9-1-1 center. Personality differences, stress, and communication breakdowns can easily ignite tension—impacting teamwork, morale, and service delivery.

Grace Under Fire: Conflict and Accountability in the ECC is a full-day immersive course that equips staff with the tools to handle interpersonal conflict with composure, fairness, and professionalism. Participants will explore communication habits, emotional regulation, and accountability strategies through interactive role-play, group exercises, and guided reflection.

By the end of the training, participants will have a personal action plan to build trust, navigate conflict effectively, and model respect—even in the toughest moments.