Just the facts Ma’am

Over the years, PowerPhone has accumulated an incredible collection of actual 9-1-1 calls. Gathered from clients around the world, these calls form the basis for much of the role play scenarios we do in our classes and allow us to practice in the classroom what call takers and dispatchers may encounter on the job. Some of these calls are horrific and difficult to listen to, yet we hope that by role playing a difficult child or suicidal caller, our students will be even more prepared when their time comes. As our founder often said, “practice is the key to professional performance.”

But it’s not all doom in gloom in our classes. We’ve also been privy to some very funny 9-1-1 calls and scenarios and enjoy sharing those as well. The below clip recently surfaced again and is just too good not to share. Jack Webb was obviously a graduate of PowerPhone training classes as you can clearly see him practicing the Journalistic/Investigative Approach to Information Gathering as he questions his complainant, all the while making excellent use of active listening skills. Pay particular attention to the reflecting and mirroring used throughout the clip. Our Director of Training would be proud!

Happy National Telecommunicator Week!

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