Overview

For every leader who learns the hard way - you're not alone. Supervising in emergency communications is not like leading anywhere else. You carry the emotional weight of every call, every crisis, every shift - often while working long hours with little time to recover. This handbook speaks directly to the leaders who operate under quiet pressure, make real-time decisions, guide teams through chaos, and learn their hardest lessons in public. With honesty, clarity, and heart, The Heart & Hard Truth of Supervision explores: coaching that lands building employee confidence giving feedback without damage supporting wellbeing and preventing burnout leading with humility and presence growing into leadership while others depend on you This is not theory. This is lived experience - written for the supervisors who hold the line. Who This Book Is For new supervisors seasoned leaders trainers and lead dispatchers anyone guiding frontline communicators leaders who want to grow without losing themselves in the process About the Author Gloria Johnson is a Senior Telecommunications Supervisor with more than two decades of experience in 911 communications. She leads with fairness, firmness, and heart - serving the people who serve the public. Practical tools for the people who carry the weight.

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