Taking Control of the Call

Welcome back! I am Lisa Shelby and today I want to talk to you about some things that I heard from an experienced dispatcher. We were talking about what are some of the things that new dispatchers struggle with the most. One thing that came up was the fact that new dispatchers can find it difficult to take control of the call and calm the hysterical caller.

Here are the things that she told me she teaches new dispatchers.

1.      Find and continually repeat a phrase. This is a simple way to calm a person. She tells them to use the exact same phrase. She uses “Please calm down. I am going to help you.”

2.      Usually those who are in crisis are looking for you to take control and help them. We need to respond to their crisis not their behavior, language or tone. You are the professional and you will get them the help.

3.      Be firm and don’t play into their hysteria. Give them the space to calm down while you remain in control.

That was what she shared with me. I hope this helps with your next hysterical caller. Don’t forget to follow us here and on Facebook. See you next time!!