What attitude should dispatchers adopt when receiving calls from distraught individuals?

In situations where dispatchers receive calls from distraught individuals, adopting an attitude of empathy, patience, and professionalism is essential. This approach enables dispatchers to effectively communicate and provide the emotional support that the caller needs during a distressing time.

Empathy allows dispatchers to connect with the caller's feelings and validate their emotions, which can help reduce the caller's anxiety. By demonstrating patience, dispatchers can listen attentively, ensuring that they gather all necessary information without rushing the caller. Professionalism helps maintain a calm environment, fostering trust and cooperation between the dispatcher and the caller.

These qualities together create an environment conducive to effective communication, ensuring that the dispatcher can gather critical information while also reassuring the caller, ultimately leading to more effective dispatching and appropriate responses.