What should a dispatcher do when receiving a call from an uncooperative person?

What should a dispatcher do when receiving a call from an uncooperative person?

• A. Hang up the call
• B. Stay calm, maintain professionalism, and attempt to gather useful information
• C. Scold the caller for their behavior
• D. Transfer the call immediately

Answer: (B)

When a dispatcher receives a call from an uncooperative person, the best course of action is to stay calm, maintain professionalism, and attempt to gather useful information. This approach is essential because maintaining composure helps defuse potential tension and establishes a sense of control over the situation. By remaining professional, the dispatcher can create a more conducive environment for communication, which may encourage the caller to open up and provide necessary details. Additionally, actively listening and asking clear and purposeful questions can help the dispatcher collect critical information that may be needed to dispatch the appropriate emergency services. It’s important to prioritize gathering relevant data that can aid responders in effectively addressing the situation at hand. This technique not only helps maintain a constructive interaction but also aligns with the goals of emergency dispatching, which are to ensure safety and provide accurate information to first responders.

When a dispatcher receives a call from an uncooperative person, the best course of action is to stay calm, maintain professionalism, and attempt to gather useful information. This approach is essential because maintaining composure helps defuse potential tension and establishes a sense of control over the situation. By remaining professional, the dispatcher can create a more conducive environment for communication, which may encourage the caller to open up and provide necessary details.

Additionally, actively listening and asking clear and purposeful questions can help the dispatcher collect critical information that may be needed to dispatch the appropriate emergency services. It’s important to prioritize gathering relevant data that can aid responders in effectively addressing the situation at hand. This technique not only helps maintain a constructive interaction but also aligns with the goals of emergency dispatching, which are to ensure safety and provide accurate information to first responders.