Communicating Discipline The Critical Exchange

For some trainers and supervisors, communicating messages of disciplinary action or correction to trainees and subordinates is a smooth, hassle-free experience from which all parties emerge unscathed. For others, any attempt at this discourse (regardless of methodology) is the stuff of nightmares. Why? What makes this critical form of communication so easy for some and so brutal for others? In this session, we’ll take a look at qualitative research involving real telecommunicators in 9-1-1 centers to get to the heart of what matters in these critical