The resilient supervisory leader is not a freak of nature, an accident, or an odd combination of luck and good genetics who just happens into the job. She is intentionally resilient. She has learned to manage her own assumptions, to focus on the few things in life and at work that really matter and has developed a bias for action.
A resilient 9-1-1 Communications Center Supervisor is a leader who thrives under pressure, leads a complex team to higher levels of performance, and creates smooth order out of hourly chaos.
Every high impact leader with whom we have worked believes people deserve good leadership. They believe in the mission of the emergency dispatch service. They are motivated by an insatiable curiosity for how things really are. They have a passion for the work and a buoyant, humble joy that brings a smile to the faces of their team members, even in times of great stress and pressure.
It is my hope that you will benefit from what we have discovered through more than 30 years of study of these resilient leaders as you take some of these ideas and turn them into action and then, into habits.
The people you serve deserve good leadership.