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

Written by Candida M. Cunningham, ENP

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 have 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 is to 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 to 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.

Note from Candie: January 2023 I was promoted to Supervisor.  That year we hired 4 new dispatchers in 6 months.  (all born 1998/1999)   We had been training non stop unsuccessfully. With the first hire I wasn't too involved but it was evident there needed to be a drastic change in the program.  By the 4th new hire I had modified and extended the program and was actively involved in the day to day training.  If something is not working, you need to make a change!

I am happy to say, we just celebrated our 4th ONE year work anniversary and have been fully staffed for one year.   That is like a unicorn,  if you know what I mean!

Thank you, Candie for sharing your experience with us. If you are interested in writing a blog, please email amanda@911derwomen.com. Sign up for our newsletter on our homepage to stay up to date with 911der Women programming, exclusive content and blog updates. Click here and scroll to the bottom.