How should a dispatcher handle a caller who is uncooperative?

A dispatcher should remain calm and assertive to establish rapport with an uncooperative caller. This approach is effective because it allows the dispatcher to maintain control of the conversation while also creating a safer environment for communication. By staying calm, the dispatcher can help de-escalate any frustration or agitation the caller may be feeling, which can lead to more effective problem-solving.

Being assertive, without being aggressive, helps to convey authority and confidence, making the caller more likely to respond positively. This technique often encourages cooperation, allowing the dispatcher to gather the necessary information and provide appropriate assistance. Establishing rapport is crucial in emergency situations, as it fosters trust and can lead to the caller being more compliant.

In contrast, ignoring the caller or becoming aggressive could lead to further escalation and might jeopardize the situation rather than improve it. Transferring the call to a supervisor immediately may delay the needed response and deny the caller the assistance they might require in that instance.