July 29, 2025, 1:30 – 2:30 p.m.
Leia Frye, CMCP, Fayette County 911
In her APCO presentation “Overcoming Bias and Burnout in 911 Training,” Leia Frye, CMCP, draws from over a decade of public safety experience to address the challenges that trainers face in today’s emergency communication centers. With a background in psychology and human services, Frye combines research-based insights and real-world applications to help trainers navigate the complexities of working with diverse trainee personalities. Her message is clear: effective training requires more than just technical knowledge; it demands adaptability, empathy and self-awareness.
“You shape the culture of your center,” Frye reminds the audience as she introduces her topic. She identifies five trainee personality types commonly encountered in public safety training: the Overthinker, the Know-It-All, the Quiet Observer, the Overachiever, and the Resistant/Defensive Trainee. Each type brings unique strengths and challenges to the learning environment. Trainers are encouraged to tailor their approach accordingly, breaking everything into small tasks for Overthinkers, fostering dialogue with Quiet Observers, and setting realistic goals for Overachievers. For Know-It-Alls and Defensive Trainees, Frye recommends using thoughtful, indirect strategies that preserve the trainee’s confidence while encouraging growth. “Sometimes it helps to let them think they came to a conclusion on their own,” Frye reminds the audience. The emphasis throughout is on empathy, communication, and personalized instruction.
One critical focus of the presentation is the importance of clear, objective documentation. Frye warns against vague or emotionally charged notes and advocates for specific, behavior-based descriptions of trainee actions. For example, writing “Trainee sighed loudly and refused to engage in radio drill” provides a more accurate, constructive record than simply stating “Trainee has a bad attitude.” She also highlights the use of consistent formats, timely entries and professional language as essential tools for ensuring fairness in evaluations and decisions related to retention or termination.
The final segments of Frye’s presentation turn inward, addressing the often-overlooked issues of trainer burnout and unconscious bias. Trainers juggling call demands, performance pressures and emotionally draining interactions may unknowingly project frustration onto trainees or hold unfair expectations. Frye encourages self-assessments, peer support and duty rotation to manage burnout. She also proposes bias-checking tools, such as peer reviews of documentation and reflective questioning, to ensure trainees are evaluated fairly. Ultimately, Frye urges trainers to model the calm, respectful behavior they wish to see, reinforcing that effective training begins with a structured, self-aware and empathetic approach. “You guys control the tone in your center,” Frye reminds the audience as she concludes her presentation.
Written by Sharon Miller
