Which of the following is a vital tool for a 911 dispatcher?

An active listening skill is a vital tool for a 911 dispatcher because it enables them to effectively gather crucial information from callers during high-stress situations. Dispatchers must carefully listen and understand the nuances of what a caller is reporting, which often includes urgent and life-threatening scenarios. By actively listening, dispatchers can ask relevant follow-up questions, clarify details, and assess the situation accurately, ensuring that they provide the necessary and appropriate response from emergency services.

This skill enhances communication, builds rapport with distressed callers, and can help keep them calm, which is essential for obtaining the fast and precise information needed to dispatch the right resources effectively. Active listening also allows dispatchers to identify the emotional state of the caller, which can inform how they guide the conversation and provide support until help arrives.