Unlocking The Power of Teamwork

Article by Connie Walther, AEP In-Person Instructor

We’ve all heard those old clichés about teams. “Teamwork makes the dream work!” “There’s no I in TEAM.” “A chain is only as strong as its weakest link.” But what does any of that have to do with emergency services and dispatching?

There are lots of different kinds of teams. Some work together face to face, while others meet virtually through video chats, emails, and text messages. Many teams are multi-cultural and diverse. Despite their differences, all teams do share a few things in common. Let’s dig in and explore the stages of team development, a few common dysfunctions, some effective management techniques and skills, and how this all applies to the world of public safety dispatching.

Five Stages of Team Development

Whether it’s a short-term project that’s completed in a day or the daily grind of a long-term career, all teams tend to go through the same five stages. In the first stage, forming, the team comes together and begins to get organized. In the storming stage, everyone gets to know each other and figure out how each person fits into the team. Leadership may be questioned or challenged. People may doubt the value of the project or resist their roles. In the norming stage, team members settle into their roles, things calm down, and functionality begins. That allows the performing stage to start, and the work can get done in a productive manner with the team acting as a cohesive unit working toward a common goal. Once the work is complete, the team adjourns, sometimes permanently, sometimes until the next project.

Five Dysfunctions Teams Experience

Even a dream team can hit a snag from time to time. If team members don’t fully trust each other, they might not feel comfortable being open and honest about mistakes or weaknesses. Who wants to be vulnerable with someone you don’t trust? Fear of conflict can prevent productive discussion or debate that might help identify and solve problems. This often generates a lack of commitment to team decisions, and possibly to the entire project. The result is often avoidance of accountability and inattention to results. When team members don’t buy in to the project and fail to hold themselves and their team accountable, project success will be either delayed or prevented altogether.

Let’s put this into dispatching terms. Imagine a 911 call comes in that’s a bit out of the ordinary? (What are the odds of that, right?) You’re not quite sure how to handle it, but you don’t want to look bad in front of your coworkers … or even worse, your supervisor! You make a quick decision that you quickly start second guessing. Do you admit your mistake? Do you cover it up? Do you ignore it and hope it goes away? That’s where the teamwork comes in. The more trustworthy and supportive we are as individuals in the comm center, the more trusting the whole team can be with each other. We can bounce ideas off of each other, ask questions, offer suggestions without them being seen as criticism, and make great decisions together. The best outcome starts when the train leaves the station, not when it’s halfway down the wrong track. It all starts with trust.

Effective Management Techniques and Skills

Who are the leaders in your comm center? We’re all leaders, of course! To be an effective leader, we have to learn to assess the team's strengths and weaknesses (and our own) and figure out what dysfunctions are hindering the team’s success. What’s causing these dysfunctions? How can we overcome them? There are some management and leadership techniques that can be used to motivate and grow as individuals and as a team. They incorporate skills in interpersonal communication, negotiation, influencing, team building, and motivating and inspiring teams.

For effective communication, there must be a clear understanding of culture. This isn’t always just about race, religion, age, or gender. As we know, dispatchers have a culture unique to us, regardless of the differences in our individual backgrounds and experiences. We have our own shared language, rituals, tools, and techniques. Communication is a two-way process, and an important part of communication is listening. A good leader will listen as effectively as he speaks.

A good leader will also be committed to building relationships and trust among the team. He’ll encourage personal accountability, but he’ll also promote a collaborative environment. He’ll communicate team goals and give clear direction. This will empower team members to connect in a productive manner.

One of the most important leadership skills is the ability to motivate and inspire people and teams. Remember, you’re a leader regardless of your position in the organization. Don’t wait for someone else to motivate you. Find innovative ways of developing new skills, and share them with your coworkers. Suggest and make improvements that help to increase the team's productivity. Think long term, foster enthusiasm, and encourage team members to excel through team building. Motivation is contagious! Don’t be afraid to get the ball rolling.

Working effectively in a group requires an environment of honesty and open communication where all team members' perspectives are considered during decision making. We all want to be heard, right? Effective negotiation promotes collaboration and cooperation while working toward achieving a mutual goal and vision.

When things go south, we should focus on the problem, not the people. We should share all appropriate information with specific examples and clear explanations, keeping discussions focused and targeted. We should agree to disagree when necessary, and refrain from cheap shots.

A good leader will direct, coach, support, and delegate effectively. He’ll choose the right people for the project and provide appropriate training to meet project objectives. He’ll present opportunities for team members to discover and understand each other’s cultural and personal characteristics in a safe and open environment to foster better communication and relationships amongst the team. This will develop mutual interdependence and trust. He’ll integrate learning into the planning phase as well as in the project review. This will help to anticipate any problems and manage them proactively to maintain forward momentum.

Application to the World of Dispatching

Although all teams and projects are different, they all have a few things in common. Nowhere is this more evident than in a 911 communications center. A project may be spontaneous, starting and ending suddenly, as in managing an emergency call or event. It could also be pre-planned, long, and drawn out, such as creating or updating a training or procedures manual. Regardless of the project, the public expects the highest level of performance from us.

Despite how it may feel sometimes, none of us is a “one man show.” No matter what size our comm center is, we all have coworkers of some sort, and we all have someone to whom we’re accountable. How can we minimize the stress of such an inherently stressful environment? Teamwork and leadership are essential elements of every comm center. As someone once said, having a title doesn’t make you a leader, and you don’t need a title to be a leader. We’re all leaders, whether we realize it or not! You never know when someone is watching and learning from your words, attitudes, and actions.

How can we combine the concepts of team dynamics, knowledge, skill, and effective leadership into an endeavor that will guarantee success? Each member of the team brings his own experience and perspective to the console. Regardless of our position or role in the team, it’s vital to treat others in the same way we expect to be treated -- with respect, patience, and forgiveness. Don’t be quick to judge, but try instead to understand the other person’s point of view. Choose wisdom over emotions, and grace over anger. Focus on doing the right thing, not just doing things right. Never stop learning and growing as a person. By being open-minded and collaborative, we can create a workplace that is rewarding, and we can take pride in providing the valuable service to the public that only we can provide.