Communication & Client Relations Flashcards

A caller is speaking too fast and you are missing critical details. What is the best approach?

Answer: Ask the caller to slow down and repeat the missed information

Politely asking the caller to slow down ensures accurate information is captured without interrupting the dispatch process.

Which communication technique helps confirm understanding of a caller's message?

Answer: Active listening with reflective paraphrasing

Reflective paraphrasing confirms comprehension and reassures the caller they are being heard accurately.

A caller begins to verbally abuse the dispatcher. What is the appropriate response?

Answer: Calmly set professional limits while continuing to gather information

Dispatchers must maintain professionalism and set verbal limits without escalating or abandoning the call.

When documenting a call, which information is least critical to record initially?

Answer: Caller's opinion on emergency response times

Subjective opinions do not aid emergency response and are not part of standard dispatch documentation.

A caller reports a medical emergency but refuses to give their address. What should the dispatcher do first?

Answer: Ask the caller to describe nearby landmarks and use ANI/ALI data

ANI/ALI technology can help identify caller location while the dispatcher continues to coax the address.

What does 'active listening' require from a CED dispatcher?

Answer: Full concentration, comprehension, and feedback during the call

Active listening involves full engagement with the caller to process and respond to information accurately.

Which phrase best demonstrates empathy when a caller reports a traumatic event?

Answer: I understand this is very frightening; help is on the way.

Acknowledging the caller's distress while reassuring them that help is coming demonstrates genuine empathy.