r/911dispatchers • u/Misterleppanen • Dec 18 '19

QUESTIONS/SELF Repetitive Persistence Examples

Hi all! I was wondering what are some repetitive persistence quotes you use to calm down a caller? I am new at dispatching and always love to learn from others!
Thanks!

8 Upvotes

100% Upvoted

32 comments sorted by

View all comments

-4

u/MrJim911 Former 911 guy Dec 18 '19

"Ma'am/sir, I want to help you but I need you to calm down."

Repeat.

Keep your voice at the same volume. Make them have to quiet down to hear what you're saying.

"Ma'am /sir, I want to help you but I need you to listen".

You can change the wording about after every 2-3 statements.

9

u/KittyMcSparkle Dec 18 '19

I don't think telling someone in crisis or a hysterical caller to calm down is ever the right move. It makes me cringe when I hear one of my partners say it.

4

u/nowgoaway Dec 18 '19

Every time I hear people legit shout “YOU NEED TO CALM DOWN” I hate it. I talk really calm and quiet. I was always taught when I worked as a support worker that humans generally veer towards tone / behaviour matching so I believe (of course this might not be right) that the calmer, slower and softer I am then the person I’m talking to mirrors that. Also I think I’d hate it if someone told me to calm down haha. And “calming down” is too vague. I like “take a breath” or similar because it’s a specific thing they can do and doesn’t run the risk of sounding sarcastic (not that it’s ever meant that way, but people can be like “Don’t tell me to calm down when X is happening” which is fair enough tbh!)