All I Needed to Know; I Learned Long Ago: How to Train Today

By Candida M. Cunningham, ENP

Communications Supervisor

Tiffin Police Department, Ohio

All I needed to know about being a Dispatch Trainer I learned from Mr. Rogers long ago. The basis: kindness, empathy and understanding. That’s exactly the support the new generation of dispatchers need to be successful.

I have been reflecting on the last few months of being a trainer. I am late into my career. I gave up the responsibility of training years ago, but a change in job responsibilities and a ridiculous turnover rate has left me in the position of not only Supervising but training new hires. I have come to the realization that the new dispatchers coming in today can’t learn like I did. At my age, I can’t learn like I used to either! When I trained, you were shown a skill once and you were expected to be able to perform without fail. That training philosophy is just not successful today.

Today, new dispatchers need an adult who cares about them. Reassures them. A trainer who praises them for the small victories. My advice, take all the training techniques you thought would make a good dispatcher and do the exact opposite! The opposite of what you experienced during training when you were new. That is what new dispatchers need from you today.

All learning. All parenting. All relationships. What we see and hear is part of what we become. We need a new vision for the dispatch center based around kindness, empathy and understanding. It’s that time, explore new techniques! Find the inner child and relate to their maturity. Just like if you were raising your own children. When they are feeling worried or scared, we provide understanding and safety. We are building a new community; one we hope will endure and thrive for a very long time.

The challenge for any community is the diversity of the people. Sitting just feet from each other, you have developing conflict. There are always Veterans against change. Their natural reaction is to build a wall. They don’t want anything to change in their ‘world’.

New dispatchers want to be accepted and accepted for their uniqueness. They want to be liked and heard. It’s hard. It’s a challenge, but you must love your neighbor to love your job. Appreciate your trainee for what they can be- a great dispatcher one day. A team player and possibly a trainer, maybe even your replacement.

It’s essential to teach and exude trusting qualities. Care deeply about their success. Build them up. Offer expressions of caring each shift. Feelings are mentionable. They need and crave that reassurance and acceptance. We are building them up to become the best dispatcher they can be. Confidence is the key to success in a new trainee. It’s how you bring it out of them, that is the challenge.

It’s time, we need to escape the callous, embittered, and negative aspects of being a public servant. It’s time to just be HUMAN. Be Real.

Can they express their feelings to you? If they are afraid or nervous? You should strive to understand their feelings and better respond to them. Effective communication is so important. Probably the most important factor in the formula of success is to LISTEN.

The training process can’t be rushed. Remember always, “Your path is more difficult because your calling is higher.” Slow it down. Time is not the enemy. Train at a deliberate, unhurried pace. There should be no ’wasted space.’ Be direct. Simple. Have an explanation for everything. Reassure them when they think they are not up for a task. It’s not always easy, but can be very rewarding when that trainee completes the training program and works beside you as a peer.

Go in with a mission in mind. Don’t pressure them to be what they aren’t yet, then laugh at them when they try. Those who try to make you feel less than you are are the problem. Lead by example. Make empathy acceptable. The real job and basis for training should be down-to-earth goodness. Care for each other. Everyone has inherent value. There is room for a nice person in dispatch.

Ask yourself what would Fred Rogers do? More importantly, what are you going to do? Work with these qualities: Patience, Calmness, Understanding, Compassion, Empathy, and Kindness. Lead by Example. Every day you will appreciate them, and they will appreciate you.

The views and opinions expressed in the above posting are solely those of the original author, and they do not necessarily represent those of Under the Headset with Halcyon and/or any/all contributors to this site.