Questions? CALL:  (919) 805-3020
Confronting the Toxic Dispatcher

Confronting the Toxic Dispatcher

  • Matt Dolan
    Attorney & Director, Dolan Consulting Group, NC
  • Webinar, N/A
  • Jan 29, 2024
Course Length:
  • 2-hour
Registration Fee:
    • $125.00 for the first attendee – $75.00 per each additional attendee

Telecommunications professionals sign on for a vitally important job that is, by its very nature, intensely stressful. The mental, emotional and physical impact on the men and women who answer our calls for help is substantial, but it is made unnecessarily worse by toxic employees within the agency who compound the stresses that are inherent to the job.

Toxic employees can be such a distraction from the agency mission that supervisors and other employees seem to spend as much time dealing with internal issues as they spend actually serving the public.  At their worst, toxic employees work to intimidate supervisors—particularly inexperienced supervisors—while deflating the morale of their fellow employees due to management’s apparent inability to hold them accountable for their actions.

In this two-hour webinar, Attorney Matt Dolan will help attendees to develop management techniques that are ethically and legally defensible in confronting toxic employees, while also giving them the reasonable opportunity to engage in needed course corrections and improve.

Topics discussed will include:

  • Recognizing common toxic traits
  • Distinguishing skill gaps from fundamentally toxic character traits
  • Coming to grips with impact of the toxic few on the agency in making personnel decisions—from liability to morale to retention
  • Utilizing Performance Improvement Plans and Progressive Discipline—demonstrating a good faith effort to make all officers successful


Hiring and Retiring Healthy

  • “Thank you for doing this training! Every law enforcement & their families should have this training! SO IMPORTANT!”

-Detective, Utah

Verbal De-escalation: Surviving Verbal Conflict

  • “…Lt. Nieters’ ability to teach this class truly gripped me into seeing [that] I need a change. Hope to attend further training.”

-Patrolman, South Carolina

Improving Public Perception of the Police

  • “Harry Dolan was one of the best instructors I have encountered in 28 years of service.”

-Lieutenant, Wisconsin

Courageous Leadership for Today’s Public Safety

  • “Chief Dolan seamlessly fused his knowledge of history, law enforcement and leadership to provide a wealth of information on this topic. Two days flew by, great course!”

-Officer, Pennsylvania

Homicide Investigation

  • “This course was one of the best & most informative courses I have ever taken. Capt. Babcock’s expertise in the course matter is excellent.’

-Deputy, Florida

Making Discipline Stick

  • “I would consider Matt to be a master orator. Kept a serious topic interesting with his unique and fantastic sense of humor.”

-Detective, South Dakota

Verbal De-escalation

  • “One of/if not the best training I’ve attended. Chief’s lectures were relatable, accurate, and captivating. I really enjoyed the entire week.”

-Officer, Virginia

Taking the Lead: Courageous Leadership

  • “Very well done. [I] look forward to sending my police leaders to future Dolan Consulting Group trainings!

- Chief, Pennsylvania

Evidence-Based First-Line Supervision Training

  • “This should be required for ALL leaders (or people in command) across the nation.”

-Sergeant, Texas

Verbal De-escalation: Surviving Verbal Conflict

  • “I’ve sent 2 of my team members to Verbal De-Escalation. I’ve had it & it’s an amazing class. After encounters, I see the 180 degree difference in these young officers! I will petition to send all of them.”

-Attendee, North Carolina

Developing Organizational Performance Leadership