This has been a great training! It definitely is a game changer with how we are handling incident and escalation calls.
This is very enlightening! I consider myself knowledgeable on incident management but this training is extremely helpful. Especially in situations when there are outages and we need to take a lead in managing them. I will take what I learned and apply it to my work.
My key takeaways: - CAN report (Conditions, Actions, Results) - Incident commander does not necessary need to know everything but will give direction and focus to the SMEs who will resolve issue. - Incident commander is not the incident owner. - Accuracy and Specificity: Be accurate and specific always. - Always indicate time with a number and not with vague representations.
Training is entertaining and can be applied to our day-to-day operations.
The training is amazing! It brings a lot of value to Operations Managers in how escalation calls should be managed and the right way to facilitate the bridge call/s to resolve escalated issues. The facilitators bring with them industry and real-world experiences in the training that gives the theories practical applications.
Training was great! Learned quite a bit (and corrected some bad habits). Hopefully will be able to reapply to my current work. Thanks guys! You were great!
I am an Incident Commander :) This session was a great reminder of the behaviors that an Incident Commander should exhibit and how to deal with the different kinds of participants that join our bridges.
Great training - loved the interactive exercises where people get to be incident commanders