Communicating with People in Crisis for Dispatchers
Emergency dispatchers are often the “first” first responders—the calm voice on the other end of the line during someone’s worst moment. Whether guiding a frightened caller through a crisis, de‑escalating an emotionally charged situation, or gathering life‑saving information under pressure, dispatchers play a critical and often unseen role in public safety. Their words matter. Their tone matters. Their ability to listen actively and respond effectively can quite literally save lives.
To support and strengthen this vital work, we are excited to offer Communicating with People in Crisis for Dispatchers, a highly requested, scenario‑based training designed specifically for public safety telecommunicators.
This 3.5‑hour, hands‑on training focuses on real‑world communication challenges dispatchers face when interacting with people in crisis. Rather than a lecture‑only format, the course emphasizes interactive learning and simulations, allowing participants to practice and refine their skills in a supportive environment.
Students will engage in realistic role‑play scenarios and receive detailed feedback designed to improve communication, enhance de‑escalation techniques, and build confidence during high‑stress calls.
Course Objectives
- Understand and apply active listening skills to improve rapport and caller cooperation
- Understand and utilize the Behavioral Change Stairway, recognizing how trust and communication impact behavior
- Gain targeted knowledge through pre‑submitted, student‑driven questions focused on areas they want to improve within their dispatcher role
Course Agenda Highlights
- Group discussion
- Review of student‑submitted questions and refinement of lesson focus
- Active Listening Skills instruction
- Back‑to‑back role play exercises with guided feedback
- Behavioral Change Stairway and “teeter‑totter” concepts
- Topic‑focused discussions such as suicide intervention, caller coaching, and other effective communication strategies
- Detailed evaluations and takeaways
Dispatchers handle complex, emotionally intense situations every day—often without seeing the outcome of their work. This course recognizes the critical role dispatchers play and provides them with proven tools to communicate more effectively, manage crisis conversations, and support better outcomes for callers, responders, and the communities they serve.
To accommodate scheduling needs, two sessions are being offered: a morning session and an afternoon session. Participants may choose the session that best fits their schedule.
If you work the headset, this training was designed for you.
QUESTIONS? Contact Jared Crisco at 501-570-8078.