911 Dispatcher Practice Test 2025 – Comprehensive All-in-One Guide to Exam Success!

Question: 1 / 400

Which verbal technique is beneficial when handling agitated callers?

Using technical jargon

Aggressive tone to assert control

Using a calm and reassuring tone

Using a calm and reassuring tone is a highly effective verbal technique when dealing with agitated callers. This approach helps to de-escalate tension and creates an atmosphere of safety and support. When a caller is upset or distressed, they often need to feel heard and understood. A calm tone conveys empathy and can make the caller feel more at ease, allowing for better communication and cooperation.

Additionally, maintaining a steady and soothing voice can help to lower the caller’s anxiety levels, which may lead to a more productive conversation. By using this technique, dispatchers can establish rapport and encourage the caller to express their concerns more clearly, ultimately helping to resolve the situation more efficiently. Overall, this method prioritizes emotional awareness and effective communication, which are essential in emergency dispatching scenarios.

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Ignoring the caller's emotions

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