EFFECTIVELY TRAINING 9-1-1 PERSONNELUsing Learning Styles to

Teach AND MOTIVATE ADULT LEARNERS

Linda D. Waycaster12-06-2010HRD-830

INCREASED NEED FOR QUALITY TRAINING

The influx of new technology “new procedures, improved techniques, court decisions, mandated training, increasing incidence of civil suits against trainers and training institutions and a shortage of time, money and personnel” (Schaffer) have created an ever-increasing need for

quality training in the 9-1-1 center.

SUCCESSFUL INSTRUCTORS

Adults prefer to learn in a variety of ways, and there is not one ‘correct’ method of learning.

Adults need to be involved in planning, conducting, and evaluating their training.

Creating an atmosphere where change is not only experienced, but embraced is a critical skill of a successful instructor

MATURITY & EXPERIENCE

Experience is more than just how long we have been at the job. It is the sum total of all our life experience up to the present.

Maturity is more than just physical age; maturity in relation to stress is the emotional age of the person.

It is of vital importance for trainers to understand that no two people will react in the same way to a given situation or training method.

LACK OF TRAINING FOR TRAINERS

Communications Training Officer (CTO) course.

Focuses on five-step approach to presenting information to trainees: planning, introduction, presentation, application and evaluation.Similar to the ADDIE model

This is the only training new trainers receive and the course does not focus on Adult Learners or how different people approach and absorb new experiences in different ways.

GENERATIONAL DIFFERENCES

• Younger generation more technologically oriented and understand the influx of new technology and more sophisticated computer applications more quickly

• Have limited life experiences, analytical and coping skills.

• Tend to become to reliant on technology and strict adherence to what is written down. Struggle to understand the need to train on how to dispatch without the use of AVL (Automatic Vehicle Location or CAD (Computer Aided Dispatch).

GENERATIONAL DIFFERENCES

• Older generation more resistant to change.

• Plan in advance on how to handle unique situations.

• Need more explanation and hands on experience with new technology

• Very uneasy being told what to do or being corrected by a less experienced, younger trainer.

SOLUTIONS

Yearly training on Generational Differences

• Focus on younger generation and their ability to pick up on new technology more easily. How they can assist Senior employees.

• Focus on older generation and their wealth of life experience and their ability to improvise; especially when technology fails

• Discussion of the different values and beliefs of one generation to the next

• Results in better camaraderie between all department members

LACK OF TRAINING FOR TRAINERS

• Development of a mentoring program for junior trainers

• Development of a training guide for all positions

• On-going development of an updated training program incorporating learning styles into curriculum development

• Hiring department looking at the personality traits and learning styles of senior employees in an attempt to find similar traits in new applicants

CONCLUSION• Focusing more on individual learning styles will

have great benefits for trainers and trainees

• Trainers will learn different ways of presenting their information and be more prepared for all contingencies

• Through the use of training guides trainees and trainers will find the training process much less stressful.

• Monthly training meetings will allow trainers to brain storm and find more effective ways to solve training issues and ensure all documentation is accurate and up-to-date

CONCLUSIONFINAL THOUGHTS

Training in any industry is expensive, time consuming and can be frustrating. It is important to constantly update materials and make sure all training materials adequately address the needs for all types of learners.

QUESTIONS