What is a critical human aspect a dispatcher should maintain while handling stressful calls?

Empathy and active listening are essential human aspects that a dispatcher should maintain while handling stressful calls. Dispatchers often deal with individuals in crisis, and showing empathy allows them to connect with callers on an emotional level. This connection can help callers feel understood and supported during their emergencies, which can, in turn, lead to more effective communication and cooperation.

Active listening is equally important as it ensures that the dispatcher fully comprehends the caller's needs and concerns. By demonstrating attentiveness and understanding, the dispatcher not only gathers the necessary information to provide appropriate assistance but also fosters a sense of trust, which is crucial in high-stress situations. This combination of empathy and active listening can significantly enhance the dispatcher's effectiveness in managing calls, leading to better outcomes for both the caller and the responding units.