What is the first step in managing a crisis call?
Assess the situation quickly to determine the severity and type of response required.
Why is decision-making important in crisis management?
Effective decision-making ensures timely and appropriate resource allocation to manage the crisis.
What helps dispatchers remain calm under pressure?
Training, protocols, and experience help dispatchers stay composed and make sound decisions in emergencies.
How can dispatchers improve their crisis decision-making?
Ongoing training, simulations, and reviewing past cases enhance decision-making under pressure.
Which of the following is a poor decision in a high-stress call?
Placing the caller on hold can escalate the crisis and delay the response.
Why is it important to stay neutral and nonjudgmental?
Remaining neutral helps build caller trust and facilitates better cooperation during emergencies.
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What is a key component of crisis communication?
Listening actively allows dispatchers to understand the caller's needs and respond effectively.
How should dispatchers handle conflicting information?
Clarify details by asking focused questions to reduce confusion and improve decision accuracy.
What should a dispatcher do if overwhelmed during a crisis?
Request support from a supervisor or backup dispatcher to ensure effective call handling.