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
About Impact Dispatch
Founded in 2018, Impact Dispatch was created for dispatchers, by dispatchers with one clear purpose: to provide affordable, high-quality training and professional development for public safety communications professionals and agencies of every size.
We understand the realities of working behind the headset because our training is built from real-world experience. We also understand that training budgets can look very different from one communications center to another. A small or rural agency should not have to sacrifice quality simply because it does not have the training budget of a larger organization.
That's why affordability and accessibility are at the heart of Impact Dispatch.
Our training is designed to be practical, relevant, and applicable to the challenges communications professionals face every day. From foundational dispatcher skills and critical incident response to leadership, employee development, and advanced professional growth, we are committed to supporting communications professionals throughout their careers.
Impact Dispatch is more than a collection of online courses. Our goal is to help elevate the profession by giving dispatchers the knowledge, tools, resources, and confidence they need to grow—not only as telecommunicators, but as public safety professionals and future leaders.
Whether we are serving one dispatcher, a small communications center, or a large agency, our commitment remains the same:
Quality training should be within reach for everyone.
Created for Dispatchers. By Dispatchers. Built for the Profession.
Keep Learning. Keep Growing. Keep Making an Impact.
#BeTheChange
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.