Listen First, Lead Better: A Practical Framework for ECC Change - Webinar #81688

Every ECC leader comes home from a conference with a list of things they want to change. The hard part isn't the list. It's knowing whether the change you're about to make is the one your team actually needs, and whether you can get there without staff shutting down the second they hear the word "rollout."

This session is built around a three-step framework for leading change in the emergency communications center (ECC): run a real pulse check, synthesize what you hear without spinning it toward the answer you already wanted, and then lead the rollout in a way that doesn't collapse the moment it hits the floor. Most change initiatives don't fail at the rollout. They fail because the first two steps never happened, or happened in name only.

Andrea King-Smith and Diva Miranda Jones will walk through how this plays out in real ECCs, from getting telecommunicators to actually say what they think, to spotting the difference between a real theme and a leader hearing what they wanted to hear, to why so many good ideas die in the handoff from "we heard you" to "here's what's changing." This is a live conversation, not a scripted panel, and it'll go where the discussion leads.

Key takeaways:

• How to run a pulse check that pulls honest feedback from telecommunicators, including what makes staff clam up and how to avoid it.
• How to synthesize feedback into real themes, not just the version that confirms what leadership already planned to do.
• Why change rollouts stall or fail when the listening and synthesis steps get skipped, and what leading the change well actually looks like.

Speakers:

• Andrea King-Smith, ENP, Director of Public Safety, Axon 911
• Diva Miranda Jones, ENP, Senior Sales Engineer, Axon 911