6800 Burleson Road
Building 310, Suite 165
Austin, TX 78744

T:  (512) 916-6000
F: (512) 916-6001


Classes for Telecommunicator Leads, Supervisors & PSAP Managers

Current Classes

Team Dynamics & Supervision

Teams are made up of individuals, all of whom have unique and separate talents, values, perspectives and goals.  These differences often make both team functioning and team leadership challenging.  As a precursor, this workshop will employ an individual assessment and a team assessment in order to provide data to address these differences.  

NOTE: Before the start of class, each student will be provided with a link to take a DISC assesment, and to disseminate to 6 employees to compile a personalized team assesment


  • Increase each individual’s awareness of their communication style and the impact they have on others.
  • Improve team synergy including the acceptance of differences.
  • From team data, give supervisors and managers the ability to effectively lead these complex 911 units.

Learning Outcomes

All participants will leave with:

  • A deeper knowledge of why people do what they do.
  • An understanding of how unconscious goals affect behavior, motivation, interactional style, and leadership style.
  • An understanding of how to facilitate an environment that motivates everyone.
  • An understanding of how to help different styles work together as team members.
  • An understanding of the “challenges” of each style and how to create job fit.
  • A plan for addressing personality style differences in their work environment and for communicating with people no matter their style.
  • A better ability to hold others accountable.
  • An improved ability to have crucial conversations.



  • Pre-assessment [prior to class] (10-12 minutes)
  • Sociometry (in-class group exercise)
  • Explanation of assessment results
  • Understanding personal style
  • Personality challenges in leadership
  • Pressure reactions
  • How to adjust style in order to improve communication
  • Crucial conversations
  • Practice scenarios for relationship development and communication


About the Instructor:

Dr. Riley Harvill is a leading expert in international training and development, with over twenty-seven years of experience working with Fortune 500 companies and municipalities in the areas of leadership, communications, executive coaching, team building, and talent management strategies. He was an associate professor of counselor education at the University of North Texas for 14 years as director of clinical studies.  He also served on the faculty at Louisiana State University and the University of Hong Kong (from 1989-1990) where he taught in residence and on outreach throughout Asia. He has published extensively, and one of his books has been translated into five languages and has been a top-selling textbook in its field for the past twenty-four years.

May 6, 2020, 8:00am –
May 7, 2020, 5:00pm
Cost: Free

Millennials in the Workplace / Creating a “World Class” Organization

This class will consist of two 4-hour workshops:

Millennials in the Workplace

  • What this means for the PSAP
  • How to recruit and retain Millennial employees
  • Developing a collaborative climate
  • What Millennials can Teach our organization

Creating a "World Class" Organization

  • What does it mean to be "World Class?"
  • Characteristis of all WCOs
  • Being "World Class" has noting to do with size or locality
  • The importance of Work-Life balance

About the Instructor:

Dr. Gene Smith is a nationally recognized keynote, motivational speaker and educator. He is the founder and CEO of Elite Public Safety Training & Consulting. He is the former Chief of Staff for Williamson County Emergency Communications in Georgetown, Texas. gene speaks at a number of conferences and symposiums each year, as well as conducting in-service classes and workshops for various agencies across the country. He has a genuine love and respect for those dedicated to Public Safety. his dynamic and oftem humerous approach is one of encouragement, motivation, and inspiration. 

June 9, 2020, 8:00am – 5:00pm
Cost: Free

Find Telecommunicator Leads, Supervisors & PSAP Managers Classes by Date