Call management
To be treated with respect
To have problems/needs addressed A.S.A.P
To be believed
To be treated seriously
To be appreciated for the information they provide

PUBLICS TRUST IS LIKE A FOREST What takes years to grow can be destroyed in one moment.

Emotional callers Misconception Most callers are hysterical The campfire story syndrome

Emotional content and cooperation score(ECCS)

Normal, conversational speech
Anxious but cooperative
Moderately upset but cooperative
Uncooperative, not listening, yelling
Uncontrollable, hysterical

You must take the caller back to normal get them to you never go to their level hysterical

Normal

Depressed

Empathy feel someones pain
Sympathy means It sucks to be you (feel sorry)

Is human behavior predictable?
Yes!
Innate(instictive) behaviors
Reflex reactions (fight or die)
Instinct
Learned behaviors
Cultural influences
Personal experiences
In times of terror we often revert to the ways of childhood
Reflex reactions Defensive offensive
Hang-up threaten
Ignore “shut-up”

Learned reactions
Don’t personalize
Reassure
Listen actively
Empathize
Stay on the line
Innapropiate
The 3 “A’s”
“DEMEANOR” THE DIS PACTHER, “DEMEANOR” THE CALLER”
– THE EMD’S FIRST RULE OF DEMEANOR
BELIEVE THAT EVERY CALL IS REAL UNTIL U PROVE IT ISTN..
HYSTERIA
PREDICTABLE CALLER BEHAVIOR

Gap theory when you are talking to a caller and there is a huge gap between what you tell the caller.
Happens due to
Lack of standardized protocol system
Insufficient training and practice
Data entry and dispatch responsibilities
When caller experience gap during a call they respond with “CALLER ANXIETY”
Minimize gaps by
Being compliant to the protocol
Telling the caller what you are doing and why
“please stay on the line”

Calm down the caller by using repetitive persistence (and advanced calming technique) when necessary – asking the same thing over and over same tone and voice being persistent till you get answer.
Call a caller by their name once you obtain the name in the open phraseology
A firm caring tone
Incorporate a reason for the action requested
Repeat using the exact wording and tone

Examples
Mrs. jones you need to calm down in order to help your husband

Treat everyone the same as humans not by cultures.
Foreign language callers
Ask yourself
Does the caller know enough of my language to communicate
How do I obtain foreign language support?
In-house foreign language support
Language line support
When should I send an initial response?

Speech and hearing impaired callers

Special typewriters
Teletypewriter (TeleTYpe)
Sometimes referred to as TDD/TTY
(Telecommunications Device for the Deaf)
Xxx means when you mess up
OIC- oh I see
GA- go ahead (wait for your time to talk/type)
QGA- question go ahead
SKSK- lets them know you are hanging up (terminate call
Silence is a sign to recognize a tty call
Electronic Beeping sound
Electronic voice (call will be announced)
Elderly caller situations
Never assume that they are not understanding just because they are old
The rate you speak is more important than the volume
Don’t shout Listen and interpret what the callers says
Accuracy is more important than speed
Child callers
Ask to speak to an adult when necessary
Get to the childs level
Determine if the child knows the address
Determine if the