In a critical conversation, what should the dispatcher aim to establish first?

In a critical conversation, the primary aim of the dispatcher is to establish understanding of the situation. This is essential because the dispatcher needs to quickly assess the nature and urgency of the incident in order to provide the appropriate response and resources. By understanding the situation, the dispatcher can prioritize the call, gauge the level of assistance required, and relay critical information to first responders.

Establishing an understanding of the situation enables the dispatcher to ask relevant follow-up questions and gather necessary details that can save lives during emergency scenarios. This foundational knowledge is crucial before moving on to other aspects of communication, such as building trust or rapport with the caller, exerting control over the conversation, or obtaining a detailed account of the entire scenario. All these elements hinge upon the dispatcher's clear comprehension of what is happening in the moment.