Police Dispatcher Practice Test

Using a calm tone and actively listening is essential for mitigating caller agitation. When dispatchers maintain a composed demeanor, it helps to create a sense of stability and reassurance for the caller. Active listening demonstrates to the caller that their concerns are being taken seriously, which can diminish feelings of frustration and anger. This approach allows the dispatcher to gather necessary information while also providing the caller an opportunity to express their feelings and concerns, thereby fostering better communication and understanding.

In contrast, redirecting the conversation to technical support may not address the caller's immediate emotional state and could escalate their agitation. Putting the caller on hold can be perceived as dismissive or unhelpful, potentially worsening their frustration. Transferring the call to a supervisor may be necessary in some situations, but doing so immediately can leave the caller feeling unsupported if their needs can be addressed at that moment. Engaging with empathy and patience is key to calming an upset caller.