All I Needed to Know, I Learned Long Ago

All I needed to know about being a dispatch trainer I learned from Mister [Fred] Rogers long ago. The basis: kindness, empathy and understanding. That’s exactly the support the new generation of emergency dispatchers needs to be successful.

I am late into my career. I have been reflecting the last few months on being a trainer. 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 emergency dispatchers coming in today don’t learn like I did. At my age, I don’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.

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

We need a new vision for the dispatch center based around kindness, empathy, and understanding. It’s time to escape the callous, embittered, and negative aspects of being a public servant. It’s time to just be HUMAN. Be real.

It’s the time to explore new techniques! Find the inner child and relate to their maturity just like if you were raising your own children. We are building a new community; one that 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 whose natural reaction is to build a wall. They don’t want anything to change in their world.

But it’s important to keep in mind that new emergency dispatchers want to be accepted for their uniqueness. They want to be liked and heard. It’s a challenge and can be hard, but you must love your neighbor to love your job. Appreciate your trainee for what they can be: a great emergency dispatcher one day, a team player, possibly a trainer, and maybe even your replacement.

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

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

Go in with a mission in mind. The training process can’t be rushed. Remember, “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 and have an explanation for everything. Don’t pressure them to be what they aren’t yet. Reassure them when they think they are not up for a task. It’s not always easy, but it can be very rewarding when that trainee completes the training program and works beside you as a peer.

Remember, everyone has inherent value. Ask yourself, “What would Mister 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.