Dealing with Difficult Callers

Welcome to Dispatch Education!! We are Lisa and Bethany. Previously we talked about dealing with difficult personalities at work. Today we want to switch gears and talk about difficult personalities on the other end of the call. This is a little different and requires different and same treatment at time. We would advise you to always check with your supervisor and dispatch center to see what their rules and operating procedures are.

The first one here is pretty much the same, use all of your dispatcher skills and KEEP CALM. It never helps to lose your temper or flare out in anger. This is your first opportunity to help the situation. Generally, people will respond better if you remain calm and professional.

Second, remember that this person is in crisis or has had a traumatic experience (or they believe they have). Believe the best about this caller and try to get them any help that they need. They may be frustrating or demanding or confusing, but they are trying to get help and/or could need help.

Ask clear, simple questions. Again, they are in crisis so clear and simple is the best way. Keep them engaged and show that you are trying to get the help they need.

If needed, ask for perspective from others. This call may need more help than you are able to give, you may need additional help deciphering what is happening or you may just need back up if they are getting belligerent. It is ok to ask for help with difficult callers.

As a final solution, you can always ask for a manager or supervisor to intervene. Supervisor are there for these situations. They are there to support and give guidance when calls are tough. Lean on them to walk you through.

We hope you never have to deal with a difficult caller, but if you do, those are our tips. Have a great and safe day!! See you next time.