Foundations of Call Taking
Asking the Right Questions & Helping Different Types of Callers
We've all sat down at the console for the first time, and have been overwhelmed trying to remember or figure out what we need to ask and/or what information to get. This course breaks down the main 5 questions you'll want to answer when you take that phone call. You'll dive into what kind of questions will be helpful, as well as how to work with different types of callers.
Often times callers are emotional and/or hysterical and it's part of our role to help calm them while getting the needed information. This course will walk you through steps you can take to do just that.
Scroll down to see the course outline as well as to preview a couple of the lectures.
Your Instructor
Jennifer Hendrick
Founder, Impact Dispatch
Jennifer Hendrick is the Co-founder of Impact Dispatch and brings over 30 years of training experience in both the public and private sectors. With a strong background in Police, Fire, and EMS, Jennifer has dedicated her career to supporting and advancing emergency communications professionals.
Married to a seasoned Paramedic, she never misses an opportunity to “pick his brain” and stay connected to real-world field experiences. Passionate about professional growth, Jennifer finds her greatest fulfillment in helping others excel in their careers and become confident, capable leaders in their agencies.
DISCLAIMER:
The guidelines and procedures outlined in this course are not to supersede or be used in replace of any policies and procedures set forth by one's agency. They are simply a way to expand learning, and in the event an agency doesn't have any applicable policies or procedures, can be used as a guide for dispatchers.