Emergency Telecommunicator Certification Practice Exam

What is one effective technique to reduce the negative effects of calltaking gaps?

1. Disconnect the call and restart

2. Tell the caller what you are doing and why

3. Use humor to lighten the mood

4. Ask the caller personal questions

The correct answer is: Tell the caller what you are doing and why

Communicating with the caller about what you are doing and why is an effective technique because it helps to manage their expectations and builds a sense of trust and understanding. When a calltaker acknowledges the situation and informs the caller of any necessary delays or actions being taken, it can alleviate anxiety and confusion. This transparency allows the caller to feel more engaged in the process, reducing feelings of frustration or helplessness that can arise during gaps in the call. Using this approach also fosters a professional rapport, illustrating that the calltaker is actively working on their concern, even if there are moments without immediate interaction. Moreover, callers are often comforted by knowing that the person on the other end is there to assist them, which is critical in emergency situations where emotions can run high. The other methods can lead to complications or misunderstandings. For example, abruptly disconnecting the call could leave the caller feeling abandoned or anxious. Humor might be misinterpreted in a serious situation, potentially offending the caller or downplaying their concerns. Additionally, asking personal questions may not always be appropriate in an emergency context, as it can divert focus away from the immediate needs of the caller and possibly seem intrusive.