PO Box 7438 • Edmond, Oklahoma 73083
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"When Seconds Count"
Dispatching 101

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Calming Skills and Techniques

Now that we have discussed the information you need to obtain in order to enter a call for service, let's take some time to look at some calming techniques that can frequently be used to assist you in extracting this information from irate or emotional callers.

Direct or control the conversation – One of the most effective ways of dealing with irate or emotional callers is by directing or controlling the telephone conversation. Let's face it, most callers know the information they are trying to report, they are just too upset or emotional to communicate it to you in a meaningful way. In these instances, it is your responsibility to direct the conversation in such a manner that the caller is able to report the details of the situation to you.

So how do you do that? You might say, "Slow down for a moment. Let me ask you some questions," or "Take a deep breath." Anything that will momentarily divert the caller, while at the same time letting him or her know that you are going to help. Then begin by asking short, specific questions in an attempt to gather the information you need to enter a call for service. Ask for information such as name, address, telephone number, how many people are involved, etc. By doing this you will be able to quickly and effectively get the information you need, and at the same time keep the caller focused and trained on you. If the caller begins to stray, return the focus to you and the questions you are asking.

In some instances there may be other individuals involved in the situation who are arguing with or distracting the caller from answering your questions. In cases such as these, advise the caller to talk to you, not the other person in the room, and to focus on you and the questions you are asking. If this is not effective, have the caller move to another room in the home or step outside, if safe, so that you can have complete and undivided attention.

Persistent repetition – If your caller is having difficulty answering the direct questions you are asking, continue to ask the same question multiple times until the information is obtained. For example, ask, "What is your address?" If the caller is too hysterical or out of control to answer, ask again, "What is your address?!" As you progress and ask the same question over and over, you may also want to try changing your voice tone and inflection. This technique is also very effective in getting someone to assist you in performing a task, such as checking for a pulse or performing CPR. Many times callers are reluctant to help in performing such tasks. Being persistent and giving the same command over and over is sometimes a way you can gain the caller's cooperation.

Listen to the caller – Many times irate or emotional callers feel that no one is seeing their point of view or that no one is listening to them. Take time to reassure callers that you are there to help them in any way you can.

Use active listening skills to ensure callers that you are listening to them. Paraphrase what you have heard and repeat it back. In your response, use the caller's name and/or title appropriately. All of these are helpful in letting your caller know that you are listening. Sometimes, if you have the time, it is helpful to let the frustrated caller vent for 30 seconds or so. After that he or she will usually be more inclined to answer your questions. Or say straight out, "I will let you air your views (vent) as soon as I have all the information I need to enter this call." Then be sure to keep your word.

Another good way of letting an irate or emotional caller know that you are listening is by making the statement "I understand that you're angry (upset, etc.) about this situation, but I need to ask you some questions so that I can send someone to assist you. What is your address?...." This will demonstrate that you do understand the situation and that you do intend to send assistance. However, you need to obtain certain information before you can send help.

Remain calm – When dealing with individuals who are irate or emotional, it is imperative that you remain calm. Some call takers believe that the most effective way to get control of an irate or emotional individual is to yell or scream at the person to calm down. This is not true. The last thing that an irate or out-of-control individual needs or wants is to encounter another upset or irate individual. Yelling, screaming or losing your temper with a caller will only make the situation worse. Speak in a clear, calm tone of voice, and do not yell or lose your temper.

Provide reassurance – Sometimes irate and emotional callers just want some reassurance. While you cannot guarantee the future, you can make general statements of reassurance in order to keep them calm and communicating. Statements such as "We are going to do everything we can" or "I will stay on the phone to help you through this" will often help. Many times telling the caller that help is on the way once you have dispatched units will help calm them.

Many callers still believe that as long as you have them on the phone, no one is on the way to help them. You may have to tell a caller multiple times that help is on the way. This knowledge alone will help him or her calm down to the point that you can get the information you need. Above all, never make promises you cannot keep, and do not lie to a caller. When necessary, keep the caller on the phone until help arrives.

Be confident and speak with authority – Whenever someone is out of control or upset you will find that a confident and knowledgeable call taker will go a long way in defusing temper and calming fears. Ultimately, callers want to speak with an experienced call taker who clearly has the skills and abilities to handle their particular situation quickly and efficiently. Call takers who frequently pause and seem unsure as to how to handle a situation will further frustrate an already upset or frightened caller.

Communicating by telephone is a specific and sometimes difficult task. While not everyone is initially good at it, with information and training, it is a skill that can be developed.

Remember that it is extremely important that you maintain control of all telephone conversations, especially when the caller is irate or upset. Make sure that you direct the conversation, pay attention to the caller, ask questions, listen actively, and attempt to build rapport and respond appropriately.

It is your job to ensure that all information needed to enter a call for service is obtained in the least amount of time. While talkative, irate or insistent callers are usually more difficult to question and may take longer to handle, it can be done. What are some of the calming techniques that you and your co-workers use when dealing with irate or emotional callers?

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