Active Listening as a 9-1-1 Dispatcher Made Me a Better Writer
Active listening as a 911 Dispatcher taught me to listen with attention, so I know the right questions to ask when listening on the phone, listening to clients, or listening to my characters.
The role of a 9-1-1 Emergency Dispatcher and Call Taker is as a first responder. They are the first line of assistance to anyone calling on the phone for help. They are the only link to help and information available to the caller in the middle of a crisis and the emergency units responding.
In that position, you only know what you are told or can hear. Obtaining priority information is important to the safety of all, and to a quick response. People in crisis often do not know what to do, or what to tell you so you can help them. It is all dependent on the call taker asking the right questions to obtain vital information.
I worked in 9-1-1 public safety telecommunications for twenty-three years. One of the skills you acquire is active listening. Active listening is more than just hearing what is said; it is understanding the undertones of what is spoken and reaching the right conclusions.
