When dealing with a crisis situation, the number one concern is getting the situation under control and making sure that the appropriate emergency services are involved. Emergency personnel don’t have time to stop and think about the sensitivity of the situation or the feelings of the people involved because the situation may involve life or death. They are working to do everything they can to save lives; however, the better emergency personnel can communicate, the better they will do their jobs - and sensitivity has a lot to do with effective communication.

Effective communicators are sensitive to what’s going on around them and understand what other people are going through, which allows them to deal with the situation in the most effective way possible. Here are a few sensitivity tips emergency personnel can use to be more effective in a crisis situation.

Notice Facial Expressions

Whether you are dealing with a bystander or someone who has been injured, paying attention to their facial cues can let you know if they are going to be able to help you and/or provide you with the information you need in the situation. Letting them know that you can see they are upset, angry, scared, or whatever it is they are feeling, will go a long way to helping them stay calm so they can focus on what you need them to do even if that is just to stand back and let you do your job.

Watch Your Tone of Voice

Of course, emergency dispatchers don’t have the capability to see facial expressions yet but with the latest developments in public safety technology, that may not be too far off. Whether you are a dispatcher or emergency personnel dealing with a crisis face-to-face, tone of voice is extremely important. Keeping an even and calm tone of voice will help the people you’re dealing with to remain calm as well.

Ask Questions When Necessary

Sometimes you will need to get more information about the situation. Listen to what people are telling you and then ask clear, short questions to clarify what they’ve said. Often in a crisis situation, people aren’t thinking clearly so their words don’t come out the way they intended. Asking questions about what you’re being told will help you understand the situation more completely as well as let the people you are communicating with know you are appreciative of the information they’ve given you.

Listen Without Judgment

Whether dealing with a 9-1-1 call or a face-to-face emergency, it’s important to listen without judgment. Listening without judgment is an important step in managing your own emotions and improving your emotional intelligence. By eliminating preconceived ideas about the situation, you are better able to put yourself in the shoes of those, involved which is a much more sensitive and helpful way to approach the situation.

KOVA Corp provides public safety solutions that can help determine if your call center agents are using an appropriate amount of sensitivity. To learn whether your 9-1-1 call center employees are applying best practices when it comes to showing sensitivity towards callers, try Audiolog for Contact Centers by Verint Systems Inc. Audiolog allows you to evaluate agent performance through its optional Interaction Quality software. To learn more about Audiolog, contact us today.