I was recently asked to review Breaking out of Negativity: A Workbook for Comm Centers by Sue Pivetta. Don’t let the size fool you. At only 82 pages long, this workbook is packed with tools to cope with even the toughest attitudes in your dispatch center. Pivetta grabs your attention on page one, and you begin to wonder if she has been spying on your comm center. You can tell she has lived it, tasted it and coped with it.

In the book, you will learn what negativity really is, and how gratitude can change the atmosphere of your center. This workbook is designed to be used, and it contains 12 exercises to identify who, how and why negativity persists in your office. The change could easily start with you. I especially liked exercise #3, the No Gossip Policy. A lot of the author’s suggestions start with you, the reader, and take you on a journey inward to discover what part you play in your center’s atmosphere and attitude.

According to Pivetta, “Attitudes are what controls behavior and attitudes are created by beliefs or feelings. Since nega­tivity is actually behavior related, to examine the possible underlying emotions or feelings associated is the beginning step in understanding.”

The book also comes with CD slide show titled “Dealing with Difficult People in the Comm Center.” Narrated by Pivetta, it provides tips on getting along with people and opening a dialogue for positive change.

I would suggest that this workbook be used first by comm center supervisory staff. It is a great tool to first recognize, second understand and last be part of the change to promote a healthy work environment free from the negativity.

For more information: Breaking out of Negativity: A Wookbook for Comm Centers by Sue Pivetta, Professional Pride Inc., 2009. Cost: $99. Visit www.911trainer.com.

About the Author
Debra M. Peterson is an APCO Editorial Advisory Committee member.