There’s repetition in Communications. Processes, protocols, and policies require you to do the same thing almost every time, with variances based on the situation. We don’t realize how much we repeat ourselves until we listen to recordings or hear ourselves say the same thing for the umpteenth time. There are several dispatch clichés out there; see how many you recognize. Here are tips to deal with some of them.
1. “Is my leave (switch) approved?” This is the Communications equivalent of “Are we there yet?” Any supervisor or manager will tell you that they hear this phrase often. There’s nothing wrong with asking—it shows you are saying on top of your leave—but it’s one of those questions supervision deals with often.
2. “Repeat the address/what are the numbers?” This question comes from field responders to Communications. There are mobile data computers (MDCs) and other electronic devices right in the vehicle with them; still, the field asks for the house numbers, addresses, and cross streets again. Despite many efforts to the contrary, this still happens.
a. After you’ve followed your official process, try your best to accept it and move on. Getting irritated by this question will only affect you; the field provider isn’t thinking about whether or not it bothers you. Or, perversely, the field may enjoy bothering you and do it just to get a reaction. No reaction = no irritation for you and, in a way, irritates them if they’re trying to get a rise out of you.
3. When transferring someone to a precinct, firehouse, or another agency and you need to know the caller’s location, here’s an example of a common question:
Dispatcher: “What part of the County (Town, City) are you calling from?”
Caller: (County’s name).
a. Make the switch to specifics. “Okay, what’s the address where this is occurring so I can send you to the appropriate precinct/person?” This question avoids, “What part of the County are you calling from?”
4. “It’s not an emergency, but …” There’s a physical reaction to this phrase. While not an emergency on our scale, this was important enough for the caller to make the call. Before the involuntary eyeroll and tensing occurs, listen. Customer service is based on listening, and this phrase may cause you to tune out and maybe even think negative thoughts about the caller. You’ll miss something if you prejudge based on this statement. The time it turned out to be an emergency will find you defending yourself and your unconscious bias after hearing this phrase and not taking the caller seriously or listening to the caller.
5. You: “What’s the number you are calling from?” Caller: “My cell phone.” You: Eye roll, deep breath, don’t let that sigh escape, “What’s your cell number?”
a. Not much to do with this one other than not let it bother you. Ask and rephrase. If you get irritated, annoyed, or let it bother you, it’ll turn your shift from okay to crappy. Why would you let a caller decide your mood?
6. “Just send them! I don’t want to answer your questions!” Most callers don’t understand standards-based protocols and how they work. They want to give you the address, tell you the problem, and then hang up unless they expect you to tell them how to do CPR. Protocols and agency-specific questions don’t work that way. Possible answers:
a. “I’m asking so I can send you the right help. This is not delaying dispatch.”
b. “Someone else is starting help while we’re talking; I’m getting information for the responders.”
c. “I need to ask you these questions. If you don’t know the answer, just say ‘I don’t know.’”
Look to identify additional clichés in Communications and coping tips for handling them. It will make your day go more smoothly.
