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New Operator Online Course Expands Training Offerings Six modules deliver timely, topical industry best practices. By Julie Webber, Vice President of Education and Training, TMA
Excellence that features professional behavior and commitment to the professional monitoring industry where life-safety and protection of property and business processes are paramount. Best practices and excellence in monitoring are the overarching themes in the new content. We listened! Impactful Topics Simplify Operator Training TMA is responding to member feedback to provide opportunities for operators interested in moving to management positions within their organization. Two modules are dedicated to leadership and conflict resolution within the team.
TMA IS EXCITED TO ANNOUNCE THE RELEASE OF ITS LONG-ANTICIPATED Monitoring Center Operator Level 2. The fully rewritten and redesigned course offers monitoring centers six new modules aimed at giving operators the framework for service excellence. This training will provide your team with a
comprehensive program and a common language for success. The course is built upon TMA’s popular Operator Online Level 1 course, which has evolved into an industry standard for monitoring center training programs. It mirrors TMA’s Operator Code of
Exercises in more effective communication present conflict as an opportunity to make positive change through collaboration. When we understand our natural conflict style preferences, we can be better prepared to rethink how problems are addressed and be more productive in our approaches to their resolution.
There are six modules presented in a narrated format. Module 1: Leadership in the Monitoring Center Introduces the operator to different leadership styles and how personal leadership is at the root of being an effective operator. Module 2: Conflict Resolution Provides an overview of how to manage day-to-day conflict situations within the monitoring center. By understanding your own default conflict styles, operators will learn how small changes can have significant positive outcomes.
TMA Dispatch | Spring 2020
Module 3: Strategies for Advanced Call Handling Provides operator guidelines on how to handle difficult inbound calls with a focus on keeping control of the conversation and providing customer support through solutionsbased strategies.
Module 5: Telecommunications and Enhanced Technology Introduces the operator to key technology enhancements in telecommunications and monitoring services, including video and audio surveillance, artificial intelligence, and personal emergency response systems.
Module 4: Industry Standards: The Fundamental Building Blocks Covers the common standards that are in place to offer products and services that are the basis of the professional monitoring industry in an easy to understand format.
Module 6: Cybersecurity This module will help give operators the skills they need to understand the most common forms of system intrusion and how they can contribute to mitigating threats and minimizing risk.
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