What should a dispatcher do when encountering a hostile or aggressive caller?

Remaining calm and gathering crucial information is essential when dealing with a hostile or aggressive caller. This approach serves multiple purposes: it helps to de-escalate the situation by maintaining a composed demeanor, which can often diffuse tension. Additionally, by focusing on collecting vital details, the dispatcher ensures that they can effectively assist the caller or problem-solve the situation that prompted the aggressive behavior.

It is important for the dispatcher to stay focused on their responsibilities, which include obtaining information such as the nature of the emergency, the location, and any other relevant details that will allow law enforcement to respond appropriately. This calm and systematic approach can also help the dispatcher better manage the call and maintain control of the situation, rather than reacting emotionally or escalating the conflict further.

Other approaches, such as hanging up, arguing back, or transferring the call, do not resolve the underlying issue and could lead to greater confusion or a lack of necessary information needed for an effective response.