What is a common method for EMDs to handle high-stress calls?

Active listening and providing emotional support is a fundamental technique for Emergency Medical Dispatchers (EMDs) when handling high-stress calls. This approach not only helps to establish rapport with the caller but also allows the dispatcher to fully understand the situation and the emotions involved.

When individuals are in crisis, they often need to feel heard and validated. By using active listening techniques—such as reflecting back what the caller is saying, using verbal affirmations, and maintaining a calm and soothing demeanor—dispatchers can help to stabilize the caller’s emotional state. This supportive environment enables the dispatcher to gather critical information efficiently, enabling a more effective response from emergency services.

This method also encourages the caller to express their feelings and concerns, which can be vital for providing appropriate guidance and ensuring that help is directed to the right areas. Additionally, emotional support can ease the stress of the caller, allowing them to be more cooperative and engaged during the call.