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Results - You Searched For: pivetta

7 Traits Of A Chaotic Workplace - And 7 Great Resources For Overcoming Them

9-1-1 Communications Center teams work like well-oiled precision tools when a critical call comes in or the phones and radios are swamped on a full moon Friday night. But we often hear that teamwork comes to an abrupt halt when it comes to getting along or to be a team off the phones and radio. Here are 7 Deadly Habits and 7 Useful Tips for more teamwork off the phones and radios and 7+ recommended eBooks for your professional library, independent learning, or In Service Training.

9-1-1 Companies Team Up: Experiential Learning Now Available to PROQA Users

Priority Dispatch Corp. (PDC) and 9-1-1 Professional Pride, Inc. have teamed up to bring ProQA users an enhanced training experience with a new version of the 9-1-1 Reality PLUS ProQA multi-tasking phone and radio simulator.

9-1-1 Groundhog Day?

In the movie Groundhog Day, the main character wakes up every morning in the exact same place, at the exact same time, always having to repeat the same day - Groundhog Day. No matter what he experiences, he still wakes up having to repeat the day. Although he tries strategies to escape, nothing works; he still wakes up the next day to the same mess. I hear from many 9-1-1 leaders that their work to bring about 'positive lasting change' feels like Groundhog Day. So how can leaders...

9-1-1 Leadership Values

How important is a leader? What is the leader's role with negativity? What are the tools you can use to overcome this problem should it affect your Comm Center? What are the group dynamics of people who have no (or poor) leadership?

9-1-1 Reality Training Station

9-1-1 Reality Training Station was created by Sue Pivetta and a team of educators and simulation experts around the "realities" of lab and classroom training and learning. Following her passion for simulation as an effective adult learning experience, Sue and her team combined the ability to practice multitasking, call taking, radio dispatching with a wide array of learning and instructional tools.

9-1-1 Trainer Professional Pride Finds Value in Expansive New Web Site

Long-time 9-1-1 trainer and developer of 9-1-1 simulators for dispatcher training Professional Pride announces a newly revamped an expanded web site, and in the process has learned a lot about the value of the Web in better supporting clients as well as their business.

9-1-1: An Emerging 'Hidden' Career

Why is it that Police, Fire and EMS in almost every community have college and High School criminal justice, fire science, or emergency medical training, but no such career training for 9-1-1 since every police, fire, or EMS agency has a corresponding number of emergency telecommunicators to hire?

Books

Can You Teach Multi-Tasking?

Once Upon A Time I believed that as a trainer I could not teach someone multi-tasking. I believed that you were either born with this skill or you weren't. I believed this because I had trainees who couldn't talk and type at the same time, which was the least of what they would need to learn in the time we had to work with them.

Compassion Fatigue - new book from Professional Pride

Available as a self survey FLIP eBook (flash-driven page flipping eBook) and bonus Powerpoint Trainer, Compassion Fatigue is a very real stress related issue for our Comm Centers. The results of CF can be job burn-out, apathy leading to poor work performance, shut down of feelings leading to illness and increase stress levels. What causes CF, how can you see it and what can you do about it.

Evaluations: Giving and Getting - A Waste of Time?

Without good evaluation systems your agency has no idea what is happening compared to what is supposed to happen with individuals, shifts and the entire agency. Good evaluation processes and forms provide responsible supervision and direction. Evaluations provide documentation of the agency's accountability to manage the center responsibly.

I Am Not An Animal!: When Old Tricks Training Isn't Enough

If you have a training program that evaluates only performance and skills you may be using a learning theory called behaviorism. Behaviorism is a theory of animal and human learning that only focuses on observable behaviors and discounts mental activities. It is true that learning is supposed to result in a change of behavior but not only behavior. So, what does this have to do console training? Do you ever wonder why a trainee can perform perfectly for you but when they get out there on...

Ick! I Hate Evaluations

How annoying can the evaluation process be? Think back to years of getting and giving evaluations. Are your memories fuzzy recollections of frustration, confusion, apathy, joy or resentment? Or do you recall them as an effective method of valued communications between you and an expert on how well you are keeping the promise of your work and adding to the overall agency goals of excellence?

It's NOT Your Mother's 9-1-1

9-1-1 has come a long way baby. 20 years ago there was no such thing as a Training Manager, simulators, certification, or dispatch academy. What is missing? What is needed? A Police Chief told me about his 'core group' (solid for 10-20 years) and - the revolving door group (hired in the last 3 years). What's up?... If the 10-20 employees thrived, we can assume - back then - that we hired the right people, had great training, negativity was rare, shiftwork was easier, we didn't fear...

Leadership and Conflict Resolution in the PSAP

Joy to the world, peace on earth etc etc. Yet what about the ongoing Criticizing, Condemning, Complaining? Natural human behavior - to a point. But when the 3 Cs become epidemic in your Comm Center it's time to take some leadership action.

Map Reading: Where Were Google Maps Back Then?

National Public Safety Telecommunicators Week April 14-20

National Public Safety Telecommunicators Week is recognized April 14-20 this year. Celebrate the special people who perform critical work every day at the nation's public safety emergency communications centers.

New 9-1-1 Training Simulator Promotes 'Let Them Practice'

Call if you can, Text if you can't! 9-1-1 is in the news with FCC requirements to implement text to 9-1-1. 9-1-1 Trainer.com, a company of 9-1-1 educators, along with Adacel Corporation, a leading developer of advanced simulation and control systems for aviation and defense, announce the release of 9-1-1 Reality PLUS Training Simulator.

New Book: Becoming the Peacemaker In The Comm Center

Sue Pivetta of 911Trainer.com, is offering her new book, Becoming the Peacemaker In The Comm Center, through her web site. The book ties in with a Becoming The Peacemaker seminar that Sue is presenting at the National APCO Conference next week in Washington D.C.

Newsletter

Peer Mediation Teams As a Way to Resolve Conflict in the PSAP

What we want to explore here is how unresolved conflict in a Comm Center affects the trainee and their ability to survive and thrive. The simple definition of Comm Center conflict is when people don't get their needs met or heard. Lack of agency conflict management can result in people holding resentment, dissatisfaction, high turnover and lost opportunities for needed change.

Q-n-A: It's Not What You Say

After reading an article about this, I began thinking about Quality Control (QC). What is quality with a 9-1-1 call and how do we measure said quality beyond words and phrases? Words are important, yes; still the right words don't determine the quality of the work. How words are delivered determines quality....

Quality Assurance? Are They Learning or Burning?

Although needed and necessary, Quality Assurance (QA) programs can create chaos in your Comm Center if not presented and managed in a way that acknowledges some realities... But you cannot force people to put their defenses down when they are feeling unsafe. You can work to help them feel safe. Here are five thoughts on a positive pro-active approach to QA programs at 9-1-1.

She Fell - A Lesson from a Flock of Geese

Here in the Northwest we often are privileged to hear the familiar honking of Canadian geese as they fly low in their well-known "V" formation to some unknown destination. We know that flying in this formation allows the flock to fly further together than they could alone - thus they are often used to represent how much more efficient and effective we are when we cooperate. Teamwork in a 9-1-1 Center shares that kind of dynamic, and its absence can be as keenly felt...

Supervision: 15 Evaluation Pain Killers

Bet most of you never had an evaluation you liked. Well, that's not true, I'm sure if it praised you as you deserved you liked it. Let's say you never had an evaluation you could honestly say was deeply meaningful, greatly insightful, and guided you towards greater mastery in your work. Can an evaluation really do all that?

The 9-1-1 TEXTbook (get it?) - Free text-term manual, for one week!

9-1-1 or may not be prepared for Text to 9-1-1! In honor of National 9-1-1 Education Month, which just ended, Professional Pride offers their Call Takers & Trainers searchable TEXTbook - get it? - for understanding text messages - FREE, for one week.

The House is Falling: Suffering the Consequences of Neglect

There is not just ONE problem that is easy to solve in the 9-1-1 industry. There are many areas in need of repair, here are some thoughts: It is NO mystery that the pay is at times inadequate. Inadequate to attract good candidates, inadequate to keep good employees, inadequate to enable workers to feel valued or heard. They (whoever they are) claim pay isn't what matters, just like other human services jobs such as counseling, caring for the mentally ill. True maybe - the pay IN ITSELF...

Tips for a Stress-Less Workplace

There are many habits and practices you can do on a regular basis to keep you very healthy and happy. Some of these tips are specific to the workplace, some are general lifestyle suggestions that I've found to be valuable in achieving an overall sense of stress-less well being.

Training for Inconsistency

If you always strive to be consistent, you may be passing up opportunities to increase your trainees and your own success. Ironically, consistent achievement is not produced by consistent behaviors. In some situations, being consistent may be the worst advice you can follow. Consistency may have been more useful in the past when agencies had more simple work. With rapid changes and increased diversity, certain kinds of inconsistency have become virtues, not vices.

Training in Multi-tasking: To Save Or To Let Go - How Do You Know?

Many trainees are lost after coming to the floor to begin answering phones or work phones and radio for the first time. A person with great promise sits in the chair to answer calls and something unexpected often happens: they can't seem to keep up; they freeze or panic. Trainers often attribute this to an inability to multi-task. The devil however is in the details...

What is complacency anyway?

In the 9-1-1-world complacency is a bad, bad word. Self-satisfied, on the other hand, is the actual dictionary definition and not a bad, bad thing - right? However, the dictionary goes further to say complacency is satisfaction to the degree that the complacent person becomes unaware of "potential dangers." The Call Taker may dull their sense of intuition. The Radio Dispatcher may be less inclined to do a status check. A Supervisor may procrastinate on a complaint. A Trainer may give...

Where Are The 9-1-1 College Programs?

Are there great ideas to increase the pool of qualified or experienced candidates for 9-1-1 Jobs? YES! Have you thought about working with your local college?

 
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