Description should include
- listening actively
- interviewing callers in a journalistic style
- staying focused on the conversation
- making no assumptions
- using encouraging words
- picking up cues to identify feelings
- paying attention to nonverbal cues (e.g., tone of voice, cadence of speech)
- asking direct questions
- paraphrasing, clarifying, or restating.
Process/Skill Questions:
- What are the components of active listening? How is this important in the role of the dispatcher?
- What are nonverbal or communication cues that can aid in processing a call?
- What is the importance of asking direct questions? What can happen when you ask open-ended questions?
- How would you ask a clarifying question without leading the caller?