Title: Describe telephone techniques for obtaining information from a caller.
Course: Emergency Medical Telecommunications (14055-V) > Section: Obtaining Information and Caller Management

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 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?