1 FIND YOUR VOICE2 COMMUNICATING WITH CLARITY3 COMPOSURE UNDER PRESSURE4 BUILDING TRUST & REPUTATION
Build Confidence Through Tone, Neutral Language, and Concise Delivery
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:33
Description: This video introduces the dispatcher certification course. It is a three-year course with various lessons on how to become a professional dispatcher.
Content Name: Dispatcher – 01. IntroductionContent Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:23
Description: This video explains how to deliver messages to drivers so that they will understand and respect the dispatcher’s leadership. Speaking clearly, sounding firm, and supportive will make it easy to know what to do next and trust judgment.
Content Name: Dispatcher – 02. Your Voice is Part of the Job Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:39
Description: This video explains how to address problems with drivers without causing an argument. By avoiding “you” statements, dispatchers can focus on the issue without assigning blame.
Content Name: Dispatcher –03. The Power of Neutral LanguageContent Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:36
Description: This video explains how volume, pace, and pauses can affect the way drivers receive your message. The right tone of voice can show drivers that you respect and appreciate their work.
Content Name: Dispatcher – 04. Why Tone Matters More Than Words Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:18
Description: This video explains the type of language to use with carriers and clients versus speaking to truck drivers. Drivers require more calm and clear messages rather than complex details from their dispatcher.
Content Name: Dispatcher – 05. Calm Vs. Smart on the PhoneContent Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:53
Description: This video explains the importance of delivering messages to drivers with confidence. Tips include speaking slowly and taking short pauses when nervous.
Content Name: Dispatcher – 06. How Confidence Sounds Content Package: INFINITI– Dispatcher
Give Instructions Drivers Can Follow and Ask Questions That Uncover the Real Issue
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:25
Description: This video explains how dispatchers can avoid sounding insensitive to driver’s needs while approaching problems in the delivery. Dispatchers must remember to remain calm but also acknowledge driver’s feelings and find solutions.
Content Name: Dispatcher – 08. Professional Does Not Mean Cold Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:39
Description: This video explains how to choose urgency instead of panic when responding to an emergency. Panicking is an emotional response that makes others panic, and urgency is acting on facts to remain calm and find a solution.
Content Name: Dispatcher – 09. The Difference Between Urgency and Panic Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:21
Description: This video shows when to let silence speak for itself. In tough discussions, listening rather than responding is often more beneficial for a dispatcher.
Content Name: Dispatcher – 10. When to Pause Before RespondingContent Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:19
Description: This video explains how making short and concise calls to drivers helps to build trust. Giving too many details can cause confusion and make the dispatcher sound less confident.
Content Name: Dispatcher – 11. Saying Less and Being Taken More Seriously Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:47
Description: This video explains the importance of giving drivers short and simple messages. Too many details over the CB could cause the driver to lose focus or question the dispatcher’s leadership.
Content Name: Dispatcher – 12. Why Over-Explaining Weakens Your Message Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:46
Description: This video explains how to simplify CB messages to drivers to keep them focused. Dispatchers must focus on one subject per call and explain the driver’s next steps.
Content Name: Dispatcher – 13. One Message, One PointContent Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:54
Description: This video explains how to deliver short and urgent messages to truck drivers over CB radio. It also discusses other forms of communication such as text messaging and email.
Content Name: Dispatcher – 14. Avoiding Dispatcher RamblingContent Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:22
Description: This video explains the importance of all delivery information. Without confirming the details, the driver and the company could lose time and money.
Content Name: Dispatcher – 15. The Dangers of Assumptions Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:45
Description: This video explains how to keep open and honest communication with drivers. Dispatchers must not withhold negative information or make empty promises, or they risk damaging the professional relationship.
Content Name: Dispatcher – 16. How to Give Instructions Drivers Actually Follow Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:39
Description: This video explains the importance of supportive language and tone of voice when confirming the delivery information with a driver. This is done by using “we” language instead of “you” to show drivers’ respect.
Content Name: Dispatcher – 17. Confirming Without Sounding Condescending Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:20
Description: This video explains how to give regular updates without the driver tuning out. This is done by utilizing other communication methods such as email, and rewording repeat messages over the CB radio
Content Name: Dispatcher – 18. How to Repeat Without Repeating Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:42
Description: This video discusses what type of communication method to use depending on the information that is sent. Urgent messages like route changes are delivered live over CB, while more detailed information like destination addresses are sent through text messages.
Content Name: Dispatcher – 19. Text vs. Call: Choosing the Right Channel Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:51
Description: This video shows examples of how to avoid simple yes or no questions and why it is beneficial to ask open-ended questions.
Content Name: Dispatcher – 20. Asking Better QuestionsContent Package: INFINITI– Dispatcher
Slow Down Reactions, Set Boundaries, and De-Escalate Difficult Conversations
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:11
Description: This video explains how to end CB calls clearly so the driver can return their focus to the road. This is done by giving a summary, asking for confirmation, and then politely signing off.
Content Name: Dispatcher – 22. Ending Conversations CleanlyContent Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:36
Description: This video explains how regular updates can prevent small issues from becoming major problems. Confirming details like cargo weight, weather conditions, and dock schedules keep drivers safe and efficient.
Content Name: Dispatcher – 23. The Follow-Up That Prevents ProblemsContent Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:39
Description: This video explains the importance of planning ahead and transparency in freight operations. Drivers lose trust in dispatchers if mistakes are frequent and not acknowledged.
Content Name: Dispatcher – 24. The Fastest Way to Lose Credibility Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:29
Description: This video explains how to respond to drivers’ frustrations and keep your emotions under control. Tips include taking a moment to reflect and staying focused on the facts.
Content Name: Dispatcher – 25. Not Taking Things Personally Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:41
Description: This video explains how to address driver complaints. Instead of taking it as an attack, listen to the issue and find a solution.
Content Name: Dispatcher – 26. Drivers Venting Does Not Mean Drivers Are Attacking Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:50
Description: This video explains how to remain calm when drivers call in an emergency. Dispatchers must focus on the facts and not the driver’s response to lead the driver to safety.
Content Name: Dispatcher – 27. Separating Urgency From EmotionContent Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:46
Description: This video explains which communication method to use for drivers based on the information. Urgent information should be given over CB in short messages, and more detailed information should be sent over text or email.
Content Name: 28. When Silence is the Best Response Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:57
Description: This video explains how to lead drivers through a tense call. Tips include actively listening to gather all information, showing empathy, and calming explaining steps to resolve the issue.
Content Name: Dispatcher – 29. Staying Calm When Someone Isn’t Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:38
Description: This video explains the importance of speaking slowly when giving drivers instructions. This will help drivers gather important information and remain calm.
Content Name: Dispatcher – 30. The Power of Slowing Your Speech Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:42
Description: This video explains how making decisions on impulse leads to problems in freight logistics. Decisions must be based on proven facts instead of stress.
Content Name: Dispatcher – 31. Why Reacting Fast Feels Good and Also BackfiresContent Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:40
Description: This video explains how to address making a mistake in freight operations. Tips include remaining calm, documenting all information, and communicating the solution to team members.
Content Name: Dispatcher – 32. Resetting After a Bad Call Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:30
Description: This video explains how to address problems with the truck drivers. Tips include detecting problems early, providing regular updates, and informing how the problem will be resolved.
Content Name: Dispatcher – 33. How to Manage Disappointed Drivers Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:47
Description: This video explains the importance of staying conservative when quoting haul rates to drivers. This allows the dispatcher to negotiate a better price and preserve the relationship with the driver.
Content Name: Dispatcher – 34. Under-Promising Strategically Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 2:02
Description: This video explains how dispatchers can manage stress to avoid blowing up. This is done by prioritizing tasks and asking for assistance when necessary.
Content Name: Dispatcher – 35. What Causes Most Dispatch Blow Ups Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:39
Description: This video explains how to establish communication boundaries with drivers. Inform drivers that non-urgent calls must be limited to routine check ins during normal business hours.
Content Name: Dispatcher – 36. Setting Emotional Boundaries Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 2:03
Description: This video discusses how it is sometimes necessary for dispatchers to refuse a client’s request. Safety and compliance must be prioritized over profit.
Content Name: Dispatcher – 37. When to DisengageContent Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:27
Description: This video explains how apologizing for delivery issues could break a driver’s trust in the dispatcher. Instead of apologizing, acknowledge the driver’s feelings and calmly tell them how to move forward.
Content Name: Dispatcher – 38. De-Escalation Without Apologizing Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 2:06
Description: This video explains how to maintain control when problems arise. Professional dispatchers plan, focus on the facts, and provide consistent leadership.
Content Name: Dispatcher – 39. What Professionalism Looks Like Under Pressure Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:46
Description: This video explains how dispatchers can prepare for the end of their shift by communicating and planning to avoid unnecessary stress. This is done by setting clear boundaries and expectations with drivers and coworkers.
Content Name: Dispatcher – 40. Ending the Day Without Carrying It Home Content Package: INFINITI– Dispatcher
Strengthen Consistency, Accountability, and Follow-Up Across the Operation
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:37
Description: This video explains how to establish expectations with drivers from the beginning. This includes how to send messages, when to update, and when to respond.
Content Name: Dispatcher – 41. Setting Expectations Early Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 2:06
Description: This video discusses the importance of acknowledging when a mistake happens and how to recover. This is done by remaining calm, gathering information, and creating a plan.
Content Name: Dispatcher – 42. Owning Mistakes Without Spiraling Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:38
Description: This video explains how to avoid making excuses when making a mistake with the delivery. This is done by acknowledging the problem, planning, and following up with the clients and drivers.
Content Name: Dispatcher – 43. The Difference Between Excuses and Explanations Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:33
Description: This video explains the importance of reliable information, proactive planning, and empathetic communication to strengthen the dispatcher-driver relationship.
Content Name: Dispatcher – 44. Consistency Builds Trust Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 2:03
Description: This video explains how dispatchers can help reduce driver stress. When communication is consistent and transparent, drivers can trust the dispatcher’s leadership.
Content Name: Dispatcher – 45. Why Clarity Reduces Turnover Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 2:06
Description: This video explains how clear and consistent communication strengthens the relationships between dispatchers and their clients and drivers. Utilizing industry software can help to organize information and set follow up reminders.
Content Name: Dispatcher – 46. Following Up Builds Credibility Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 2:20
Description: This video gives examples of when to strategically escalate and when not to in dispatcher situations.
Content Name: Dispatcher – 47. When to Escalate and When Not toContent Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 2:08
Description: This video explains the importance of showing empathy and respect when speaking to drivers. Dispatchers will need to speak with authority without sounding insensitive to drivers’ needs.
Content Name: Dispatcher – 48. Being Firm Without Being HarshContent Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:525
Description: This video explains how to build professional relationships with drivers. This is done by honest communication and remaining calm during emergencies.
Content Name: Dispatcher – 49. Protecting Relationships Long-Term Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:47
Description: This video explains how good planning and calm communication benefit all team members. Drivers and clients respect dispatchers who maintain control under pressure.
Content Name: Dispatcher – 50. Why Professionalism Makes the Job Easier Content Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:42
Description: This video explains the importance of reputation in a field that does not require state licensing. Successful dispatchers focus on safety over profit to maintain professional relationships.
Content Name: Dispatcher – 51. Dispatcher Reputation is RealContent Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:38
Description: This video shows how to gain trust as a dispatcher. When drivers trust you, your duties become simpler to manage and set expectations.
Content Name: Dispatcher – 52. Becoming Someone Drivers TrustContent Package: INFINITI– Dispatcher
Dispatcher Training Program
Course Name: Dispatcher Certification Course – Year One
Length: 1:50
Description: This video explains what is expected from dispatchers after completing year one of this training course. This includes managing the delivery information and supporting the drivers.
Content Name: Dispatcher – 53. What Professional Dispatcher-Level 1 Looks LikeContent Package: INFINITI– Dispatcher
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