When a caller is on an emergency 911 line, there are sometimes only minuscule indicators of what is going on; sometimes the caller isn't able to speak freely, sometimes they may not even have the words to express what is going on. It is in these instances that the operator on the other end of the line must use their active listening skills in order to glean the true situation which is occurring on the other end of the phone. The same holds true for dispatchers, when units in the field may be standing next to someone they would rather not have overhear them asking for assistance. Join your hose Erica this week as she discusses how we can all do better at providing better active listening during calls.
When a caller is on an emergency 911 line, there are sometimes only minuscule indicators of what is going on; sometimes the caller isn't able to speak freely, sometimes they may not even have the words to express what is going on. It is in these instances that the operator on the other end of the line must use their active listening skills in order to glean the true situation which is occurring on the other end of the phone. The same holds true for dispatchers, when units in the field may be standing next to someone they would rather not have overhear them asking for assistance. Join your hose Erica this week as she discusses how we can all do better at providing better active listening during calls.