July 27, 2025 | 1:00 -2:00 p.m.
Joe Serio, Ph. D, Founder, The 360 Dispatcher
Joe Serio, of The 360 Dispatcher, presented a highly important and often overlooked topic during his presentation: the effect a communications training officer can have on a trainee in the emergency communications center. Serio emphasized that the most critical task of a trainer is not merely teaching skills but creating an environment where trainees feel comfortable, valued and supported. As Joe Serio stated, “If you can’t get your trainee to relax, game over.” Successful training in the ECC depends on building rapport, fostering psychological safety, and ensuring that trainees feel like they belong to the culture of the organization.
Serio challenged trainers to reflect on their approach: Are they genuinely invested in teaching, or do they display a negative attitude that discourages trainees? Too often, trainees are “run off” because trainers lack passion or use punitive, fear-based methods. Instead of focusing on punishment, the goal should be to socialize trainees into the ECC’s culture, making them feel part of a supportive and professional environment.
The trainer’s role extends far beyond the training room. The culture of the ECC is shaped from the earliest stages — job postings, interviews and hiring. Trainers must align with and model the values of the organization. For instance, if a center values professionalism and teamwork, those behaviors must be consistently demonstrated by trainers. Negativity only breeds more negativity, and trainers cannot expect positive attitudes from trainees if they themselves exhibit frustration or hostility.
Serio added that effective communication is central to building positive training experiences. The language used by trainers impacts how trainees feel about their progress. Rather than vague feedback like “good job,” trainers should provide specific praise such as, “You did a great job at handling that call calmly.” Asking intentional questions — “What three questions do you have?” instead of “Do you have any questions?” — encourages engagement and critical thinking. The presentation stressed that language must be empowering, avoiding phrases that undermine confidence, such as “It costs too much” or “You’ll be to blame if this fails.”
He advises that training is deeply connected to feelings. Trainees who feel stupid, undervalued or threatened will struggle to learn effectively. Psychological safety is key — trainers should ask open-ended questions, listen actively and validate the trainee’s perspective. Building rapport requires avoiding multitasking, not pontificating, and focusing on genuine, two-way communication. Trainers must also acknowledge when they don’t know an answer, promising to follow up rather than pretending to have all the information. Serio reminded attendees that when communicating with trainees, “You have two options. You can help, or you can hurt.”
Serio urged trainers to continually assess their own approach. Are they clear in their communication? Are they unintentionally sabotaging a trainee’s progress due to personal insecurities? A good trainer adjusts their style based on the trainee’s learning needs rather than rigidly sticking to one method. Feedback mechanisms, such as exit interviews and stay interviews, are valuable tools for understanding what works and what needs improvement.
Serio stressed that good culture does not happen by accident; it is built intentionally through positive reinforcement and small, consistent changes. Trainers should aim to judge others by their intentions (by asking questions and understanding their perspective) and themselves by their actions. This reversal fosters empathy and stronger relationships.
Ultimately, training is about more than imparting technical knowledge; it is about how people feel during the process. By focusing on respect, positive communication, adaptability and cultural alignment, trainers can create an environment where trainees are motivated to succeed and stay engaged, ensuring a stronger and more cohesive ECC team.
Those looking for information on this topic, or about the events hosted by The 360 Dispatcher, are encouraged to stop by booth 2010 and say hi to Joe!
Written by Jennifer Hill
