Clear Speaking
You should speak at this speed so the caller can understand what you say.
What is slowly?
Doing this deeply can help you stay relaxed when a caller is screaming.
What is breathing?
This is the very first thing you must ask so you know where to send emergency responders.
What is address or location?
Instead of staying calm you should say this so the caller knows you are listening or paying attention.
What is "I'm here" and or "I'm listening"?
During a medical emergency, like cardiac arrest, you should stay on the phone and give these step by step instructions.
What is CPR or life saving procedures?
To make sure you got the phone number right, you should do this back to the caller.
What is repeat it?
You should keep your voice at this level even when your caller is screaming.
What is calm/relaxed/normal?
You should never do this to a call until you are 100% sure help has arrived or safe.
What is hang up?
Using this part of the caller's identity it can make them feel more like a person and less like a number.
What is name?
When a caller is a high-stress "fight or flight" mode, you should keep your instructions using no more than this many words at a time.
What is 5 words?
You should move this object away from your mouth if you are eating or chewing gum while on a call.
What is a microphone/headset?
This is the best thing to do if you feel yourself getting angry at a difficult caller.
What is take a second and remain professional?
These are the rules or scripts provided by your department that tell you what to ask.
What is protocols or procedures?
What is wasting time or ignoring them?
If a caller is hiding from an intruder, you should tell them to do this with their phone so they aren't discovered.
What is silence/mute?
This is the opposite of whispering, you must do this so the caller can hear you over background noise.
What is speak clearly/project your voice?
When a caller is panicked, you should act as the "anchor" by remaining this way.
What is calm?
You must if there are any of these present, (such as guns, knives, etc) to keep officers safe.
What are weapons?
This is an act of telling the caller "I understand why you are upset." to help lower their anger.
What is empathy or validation.
If a caller is in a domestic fight, you should ask if their are any of these in the house.
What is weapons?
This is what you should do if a caller says, "I can't hear you."
What is check your volume/microphone?
This is the emotion you should try to keep out of your voice even if a caller is being rude.
What is anger and irritation?
When a caller says they saw a suspect, you should ask about this first. (Height/weight/clothing)
What is description or appearance?
You should tell the caller "Help is on the way," to give them this feeling.
What is hope and reassurance?
If a caller is in a sinking car, you should tell them to do this to the window immediately.
What is break it?