An Intensive 3-day Training Course
Emergency Dispatch & Control Center Operation
Scheduled Dates
Classroom
| 01 - 03 Sep 2025 | Dubai - UAE | $3,900 | RESERVE A SEAT |
| 05 - 07 Jan 2026 | Dubai - UAE | $3,900 | RESERVE A SEAT |
Would an alternative date be more suitable?
We offer a variety of tailored training options, customized to meet your organisation's needs. Delivered anytime, anywhere, we make it easy to bring expert training directly to your team.
Why Choose this Training Course?
The Control Center (CC) is a physical facility designed for information gathering, analysis and dissemination. It is where crucial decisions are made that result in resource co-ordination and emergency response. That response could include warnings and rapidly sharing information or urgent instructions to staff and possibly surrounding agencies/public that are designed to protect lives, property and the environment.
However, no matter how automated CC technology becomes, the system Operator or Dispatcher will always remain the most important factor in the center, as well as being the most expensive. When seconds count, the performance of the CC will largely depend on the skills and judgement of the person/s operating the system. While recruitment and supervision are both important, without proper on-going training, operator performance and therefore corporate response, could become a hit and miss affair.
PetroKnowledge is delighted to announce that this training course reflects these demands. It is designed to give participants applicable skills and knowledge for working with Security Monitoring, Communications, CCTV, and other essential control room equipment and the very latest procedures.
This Control Center training course will highlight:
- The purpose and major functions of a Control Center
- Information collection, evaluation, display and dissemination
- Co-ordination of resources in an incident and what can go wrong
- Customer, company and all stakeholder liaison
- Control Center Team, Supervisor & Manager roles & responsibilities
- Ten common mistakes made in Control Centers
What are the Goals?
At the end of this training course, you will learn to:
- Develop the knowledge and skills of a multi-task Dispatcher
- Learn how to build rapport and learn new key communication skills
- Develop confidence in CC call handling standards and techniques
- Understand the complexities of active listening
- Determine the many solutions of handling difficult callers
- Analyse recorded material and Alarm Management
Who is this Training Course for?
Attendance on this training course will immediately benefit all Control Center Operators, Dispatchers and their Supervisors. In addition, those managers who have overall responsibility for such operations and communications but have not had sufficient time to devote to the subject. This course is suitable to a wide range of professionals but will greatly benefit:
- Control Center Operators and Supervisors
- Emergency Dispatchers
- Security Personnel and CCTV Operators
- HSE Personnel
- Emergency Response Team members
- Incident Control Point (Forward Control) Team members
How will this Training Course be Presented?
Our structured and professional approach to the delivery of this new course involves well specified learning outcomes and objectives for the delegates. These define the practical skills required for the role and are complemented by our unique understanding and specialist experience within the Emergency Dispatch and Control Centre sector. Seminar methodology includes role playing and practical exercises, syndicate/team work, case studies, comprehensive manual, checklists, handouts, (also on a USB drive).
Daily Agenda
Day One:
Competency Description: What makes a great Dispatcher and Control Center team member? Control Center people come from a variety of professions. Sometimes they have experience with other emergency response organisations, sometimes they come from a background in customer service or call center work and sometimes they can be new to the control center environment. Whatever their background, they all share these behavioural characteristics.
Key behaviours
- Demonstrate exceptional IT skills and good local knowledge
- Knowledge of Health & Safety
- An understanding of types of incidents
- Good interpersonal skills
- Good communication and observation skills
- Knowledge of communications, corporate terminology & procedures
Topics to be covered
- Consider the role, purpose and many functions of a good Control Centre
- Consider the role and responsibilities of the Emergency Dispatcher
- Control Centre equipment: Communications; IT; CCTV; Alarms; Records
- Consider the full range of potential incidents and calls
- Dealing with those incoming emergency calls and prioritising them
- Obtaining the necessary information from the caller
- Assessing the urgency and deciding on the best course of action
Day Two:
Competency Description: An effective Control Center requires a methodical, structured approach to information gathering, analysis and then rapid dissemination. The CC becomes the focal communications point and part of the command and control system during an incident, if the system or the staff fail - then the company fails.
Key behaviours
- Corporate awareness
- Ability to work under pressure
- Good problem-solving skills
- Using the full range of CC equipment
- Demonstrate competence in organisational and administrative skills
- Active listening, observation and questioning skills
Topics to be covered
- HSE policies relevant to CC design, monitoring and security equipment
- Active listening techniques
- Techniques to mitigate potential communication difficulties
- CC procedures and command & control during an incident
- The use of Forward or Incident Control Points (ICP)
- Communications with & safety of an Emergency Response Team (ERT)
- Overview of organisation’s risk management, emergency & security plans
- Organisation’s emergency codes, procedures and alarm signals
Day Three:
Competency Description: Based on the type and activity of the Control Center, its purpose and equipment, an emergency services control room operator needs to be fully aware of all the many functions. What can go right and what can go wrong.
Key behaviours
- Managing highly charged, potentially emotional situations
- Resolving conflicts to achieve positive outcomes
- Excellent communication skills, both verbal and written
- Working on their own initiative
- Flexibility, responding to changes in situations
- Ability to manage ‘change-over’ and maintain accurate records
- Effective peer relationship skills (team players)
Topics to be covered
- Ten most common made errors in a Control Center
- Security equipment checks:
- CCTV
- Infra-red sensors
- Movement and acoustic sensors/detectors
- Automatic entry/intruder alarms systems
- Fire and duress alarms
- Situations requiring back up and support:
- Medical Emergencies
- Major Incidents
- Terrorist incidents
- Multi-agency response and resource management
- Conducting efficient ‘change-over’ at shift change, what is involved
- Syndicate exercise
- Avoiding fatigue and stress on the job
- Course review
Certificate
- On successful completion of this Training Course / Online Training Course, a PetroKnowledge Certificate / E-Certificate will be awarded to the delegates.
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Frequently Asked Questions
Why PetroKnowledge?
PetroKnowledge is a globally recognized provider of training courses for oil and gas professionals, offering a wide range of specialized training courses designed to enhance knowledge, skills, and expertise in the energy sector. With courses tailored to meet the evolving demands of the oil and gas industry, PetroKnowledge helps professionals stay up-to-date with industry standards, technological advancements, and best practices.
Who are these training courses designed for?
Our courses are specifically developed for professionals in the oil and gas industry, including engineers, technical staff, managers, and other specialists looking to advance their careers. Whether you’re a seasoned expert or new to the sector, our training for oil and gas professionals is suited to individuals at all stages of their professional journey.
Are the courses delivered online or in person?
PetroKnowledge offers flexible learning solutions with both online courses and in-person training options. Online courses for oil and gas professionals provide the flexibility to learn from anywhere, while in-person courses offer a hands-on, interactive learning environment. Each training course page provides detailed information on the delivery format, allowing you to choose the option that best meets your learning style and schedule
Can I get a customized training course for my team?
Yes, PetroKnowledge offers customized in-house training solutions for organizations looking to upskill their teams. We work closely with companies to design bespoke training courses for oil and gas professionals that address specific challenges and objectives. Whether you need on-site training or online solutions, we can tailor the training courses to suit your organization’s needs.
Are there any prerequisites for attending a course?
Certain advanced training courses for oil and gas professionals may require prior experience or technical knowledge. These prerequisites ensure that participants can fully benefit from the course content. We recommend reviewing the course description on the relevant page to determine if any prerequisites apply to your selected course.
How can I enroll in a course?
Enrolling in one of our training courses for oil and gas professionals is simple and convenient. Navigate to the specific course page, click “Enroll Now,” and complete the registration form. You will receive a confirmation email with further details on how to proceed.
You may also get in touch with our Registration Team on
+971 50 981 7386 | +971 2 557 7389 or send an email to [email protected]
When should I expect to receive confirmation of registration?
Upon successful registration online, enrolment on the respective training course will be confirmed by Registration Team by e-mail along with the invoice and joining instruction.
Will I receive a certificate after completing the course?
Yes, upon successful completion of our courses for professionals in the oil and gas industry, you will receive an industry-recognized certificate from PetroKnowledge. This certification is designed to validate your skills and knowledge and can significantly enhance your professional credentials, boosting your career prospects in the competitive oil and gas sector.
When and how do I arrange payments?
We offer two convenient payment options:
- Bank Transfer – You can make payment via bank transfer. Once your registration is confirmed, you will receive an invoice with the banking details for the transfer. We would require you to supply a swift copy for us to confirm receipt of funds.
- Payment Link – Alternatively, we provide a secure payment link that you can use to complete your payment after your registration has been confirmed.
What is the refund or cancellation policy?
Our refund and cancellation policy varies depending on the course and circumstances. Generally, cancellations made at least 21 days before the training are eligible for a refund, less any administrative fees. If you have any specific inquiries about the cancellation or refund, don’t hesitate to contact our support team, who can assist with your booking and cancellation queries.
Is there a discount for more than one registrant/course?
For corporate fees and group registration, please send your query to [email protected].
