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About the Course
This course, "How Mismanaged Conflict Affects Retention in 911 Centers," explores the critical link between workplace conflict, culture, and retention in public safety communications. Learn how poor conflict management damages morale, increases turnover, and causes operational inefficiencies in a PSAP. The course provides practical tools—including the C.A.L.M. Framework and the 5-Line Conversation Starter—to help telecommunicators, supervisors, and PSAP leaders confidently address issues, strengthen professional boundaries, and protect the culture necessary for long-term employee retention.
Your Instructor
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Heather Joyner
Heather Joyner is the 911 Director for Burke County Emergency Communications and founder of The PSAP Consulting Group. With more than two decades of experience in public safety leadership, Heather specializes in culture transformation, conflict resolution, leadership development, and retention strategy. Her programs, including Stop 911 Drama™ and The 911 Leadership Advantage, are used nationwide to strengthen PSAP culture and develop confident, accountable leaders.