Communication is the lifeblood that keeps the operation running smoothly in the emergency communications center (ECC). Every word exchanged can significantly influence not only the immediate outcomes of critical situations but also the morale and effectiveness of the team. There’s no denying the power our voices and words have on the outcome of emergency calls we handle every shift. Our words can inspire our callers with calm, trust, and other positive emotions while ensuring them that we are responding with competence and urgency when that is needed. But what about the impact our words have on the atmosphere of our center? This article delves into the vital role that language plays within this setting, highlighting the importance of using positive, supportive, and uplifting communication, especially on the operations floor.
Remember that old Roberta Flack song? Let me pose a crucial question to you: Are you “killing your ECC softly” with your words? Poor communication can quickly erode someone’s spirit and drive, making it difficult for them to perform at their best when every second counts. Conversely, the right words can convey essential messages and impart tough lessons with grace and empathy. By mastering the art of effective communication, emergency professionals can create a more encouraging and productive environment. This, in turn, enhances their ability to serve the community with the highest level of competence and compassion. If the walls of our centers could talk, what stories would they tell about the emotions that our words inspire in our team members?
This intricate web of communication involves constant interactions between frontline personnel, supervisors, and higher-level management. Each conversation, whether it’s a quick update or a detailed briefing, contributes to the overall efficiency and effectiveness of the team. Dispatchers working on different radio channels must coordinate seamlessly to ensure that vital information is shared without delay. The exchange of information between police dispatchers and fire/EMS dispatchers is crucial for a coordinated response to emergencies. Similarly, the communication between dispatchers and call takers needs to be clear and precise, as call takers are often the first point of contact and must relay accurate information to the appropriate dispatchers.
Clear communication among telecommunicators not only ensures better understanding and comprehension but also fosters an environment where everyone feels heard and respected. This sense of mutual respect and understanding is essential for maintaining high morale and performance within the team. Remove respect and graciousness from our conversations, and we shift from communicating to merely “talking at” people. Tempers flare, frustrations build, and messages are misinterpreted. In a profession where callers sometimes belittle us or speak with condescension and where we might not feel fully respected by responders in the field, we shouldn’t have to endure verbal abuse or negativity from our own team members in the center. We shouldn’t need to build resilience against drama and toxic conversations in the workplace, nor should we be expected to simply let careless and destructive words roll off our backs. Instead, we should focus on adopting improved ways of communicating and having those crucial conversations that need to take place.
Imagine the breakdown that can occur if two telecommunicators consistently let their frustrations spill into their conversations with each other. Words can become bitterly twisted, and vital information might not be relayed if they are avoiding each other. Consider the impact of a supervisor who constantly criticizes or publicly scolds their personnel. This behavior can create an environment where team members don’t feel psychologically safe and are reluctant to air concerns or grievances. When questions or requests for changes are met with toxic responses, it undermines the sense of security and openness in the workplace. Similarly, think about an environment where seasoned telecommunicators criticize new team members who are still finding their rhythm in call-taking. Instead of communicating constructively about missed details and guiding them for future calls, they are barked at and made to feel inadequate. Such interactions can severely damage morale.
Despite the critical nature of these interactions, we all know centers where these breakdowns in communication get turned into jokes. However, this is no laughing matter. Miscommunication or lack of communication can lead to delays, misunderstandings, and even jeopardize the safety of both the responders and the public. Effective communication is crucial not only for managing emergency calls but also for fostering a positive and productive work environment. Words have the power to kill morale, but they also have the power to breathe life and positivity into our centers. By reframing our communication to be more supportive and constructive, we can create an environment where everyone feels valued and motivated to perform their best.
So, what does positive language and uplifting communication look like in the communications center? It’s about focusing on three key aspects: building respect, building growth, and building team unity.
First, the language we use needs to build respect. It is beneficial to highlight the good and positive in others. Recognizing and appreciating the efforts and achievements of team members can significantly boost morale and motivation. Simple acknowledgments like, “That sounded like a difficult caller. Good job of keeping your cool and remaining patient with them,” can go a long way in making individuals feel valued and respected. When a coworker expresses frustration about the job or a new policy or procedure, saying something like, “I understand that you may be feeling stressed or frustrated, and your concerns are valid,” shows empathy and respect for the other person’s emotional state. This validation helps to defuse tension and opens the door for more productive dialogue.
Second, in the ECC, the language needs to make both the speaker and hearer better people. This requires self-awareness, authenticity, and an understanding that even in high-stakes, highly emotional situations, feelings matter, and perception can create powerful narratives in people’s minds. Effective communication should revolve around a genuine desire to help your fellow telecommunicators grow. This means using words and tones that constructively support and elevate team members to be better. Instead of tearing down with criticism, we provide feedback that helps others reach our organizational goals and live up to our mission and values. For example, rather than saying, “You messed that call up completely,” we can say, “I noticed you had some challenges with that call. This might have been the first time you took that kind of call. Here are some ways to help you handle a situation like that a little smoother.” This approach not only addresses the issue but also offers a pathway for development and improvement.
Finally, the language needs to unify. Communication should foster a sense of teamwork and collaboration on every shift, emphasizing that everyone is working towards the same goal. Phrases like, “We’re going to have a great day today!” or “I know we’re short today, but I believe in us, and I know we’re going to get through this shift and make the best of it,” help to create a cohesive and supportive environment. Reinforcing the idea of collective strength helps build resilience and a positive outlook within the team. Expressing gratitude like, “Hey, I really appreciate everyone for pulling together and staying on top of these phones,” demonstrates language that encourages community and reassures your telecommunicators that their contributions as a team matter to the big picture. The communications center is designed to handle chaos and divisiveness from the outside world, but within its walls, cohesion is essential. Unity is crucial in high-stress situations, where seamless cooperation can significantly impact outcomes.
Misunderstandings and misinterpretations can easily occur, especially in a fast-paced and high-pressure environment like an ECC. However, by being positive, clear, concise, and considerate in our communication, we can help ensure that our messages are both sent and received with good intentions in order to foster productive conversations that build, not kill the center.
by: Samantha Hawkins, CMCP
Samantha is a PSAP Professional and Trainer for Moetivations, Inc. She teaches nationally on a variety of emergency communications topics as well as conducting health and wellness training for law enforcement. She is currently serving as an Editorial Committee member for the Association of Public Safety Communications Officials (APCO) and holds her Center Manager Certification Program (CMCP) certification.