What are the most effective and efficient ways to communicate with those undergoing moments of extreme stress and trauma? Ask these four guests from 9-1-1 Communication Centers (PSAPs) in the El Paso-Teller County region:

Jesus Suarez is a Public Safety Communications Supervisor at Colorado Springs Police and Fire Communication Center and has been a telecommunicator for over eighteen years. He discussed the importance of active listening to discover what callers may be unable to articulate. He also gave tips on how to gain a caller’s attention and rapport during difficult calls.

Alicia Seymour is an Emergency Response Technician with the Colorado Springs Police and Fire Communication Center. She shared how she adapts her communication technique based on the individual.  She has incorporated these quick communication maneuvers to both her trainees and callers to ensure messages are better received.

Mike O’Malley is an Emergency Response Technician with the Colorado Springs Police and Fire Communication Center and has worked for multiple agencies.  He explained ways he has handled difficult callers by providing sympathy and compassion through tone and listening. He recommends that call takers “focus on the result that you need” when working with difficult callers.

Tim McMillin is a 9-1-1 Emergency Dispatcher with the Teller County Sheriff’s Office and has worked several jobs in communications from broadcast communications to telecommunications. He discussed the importance of active listening and knowing your audience in terms of effective communication. He emphasized ways to “hear what they are not saying” when processing calls.