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About the Course
Challenging employee behaviors often test a leader’s patience, confidence, and communication skills. This session equips leaders with emotionally intelligent strategies to address difficult behaviors without escalating conflict or lowering expectations.
Participants will learn how to reframe challenging interactions, regulate emotional responses, and apply empathy in a way that strengthens accountability, trust, and performance. Designed for supervisors, managers, and leaders across industries, this course focuses on practical leadership responses that can be applied immediately.
Your Instructor
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Shantelle Oliver
Shantelle Oliver brings over 25 years of dedicated experience in emergency communications, having held key leadership roles in operations, training, and quality assurance within multijurisdictional 9-1-1 environments. As a Certified Public-Safety Executive (CPE), Maxwell Certified DISC Trainer, Maxwell Certified Speaker, and Maxwell Certified Trainer, Shantelle’s credentials reflect her deep commitment to leadership development and excellence.
With over 15 years as a certified Texas Commission on Law Enforcement (TCOLE) instructor, Shantelle has developed and instructed numerous courses that equip emergency communications professionals with the skills to thrive in real-world, high-stakes environments.
A former Chapter Leader for Texas APCO, Shantelle now serves as a group leader for APCO International, where she oversees multiple national committees advancing the association’s mission. She is widely recognized for her passion for developing others, driving culture change, and preparing leaders to excel in complex, high-responsibility roles.