In every communications center, there are people others naturally turn to; the calm voice during chaos, the teammate who lifts morale, or the one who helps new dispatchers find their rhythm. These are informal leaders. Individuals who lead through trust, credibility, and example, rather than title or rank.

This engaging session explores the vital role these everyday influencers play in shaping team culture, morale, and performance in the high-stress world of public safety. Participants will learn how to recognize informal leaders, understand their impact on team dynamics, and use that influence to strengthen communication and trust.

Through discussion and real-world scenarios, attendees will discover strategies to engage informal leaders in problem-solving, peer coaching, and change efforts, creating a stronger, more cohesive communications team where leadership is everyone's responsibility.

OBJECTIVES:

By the end of this session, participants will be able to:

1. Define informal leadership in the context of public safety communications.

2. Recognize the behaviors and attitudes that make someone an informal leader in a dispatch center.

3. Explain how informal leaders can influence morale, teamwork, and change (for better or worse)

4. Apply strategies to positively engage and empower informal leaders within their shift or center.

5. Develop a plan to strengthen peer influence and everyday leadership on their team.

Informal Leaders: The Power of Everyday Influence