During an emergency call, what should an Emergency Telecommunicator avoid doing?

Interrupting the caller during an emergency call can significantly hinder effective communication. When a caller is in a state of distress, their emotions and thoughts may be racing, and they may need to express themselves fully before being prompted for more information. Interrupting can create confusion or frustration, potentially leading to critical information being missed or the caller feeling unheard.

Active listening is a crucial skill for Emergency Telecommunicators. By allowing the caller to speak without interruption, the telecommunicator fosters a supportive environment and ensures that the caller feels validated. This approach can lead to obtaining essential information about the emergency situation more effectively, which is vital for coordinating an appropriate response.