Melissa Colon, CTO, Lieutenant, ETC instructor, and Q with Manatee County Emergency Communications Center, and Heather Hedgcock, QA Coordinator, Captain/Supervisor, ETC Instructor, and Q, discuss customer service skills. They outline how to professionally interrupt the caller, give examples of phrases you can use to sound polite and firm, and approach calltakers who lose their patience. 

For Your Information: 
Check out Manatee County Emergency Communication Center’s website: https://www.mymanatee.org/departments/public_safety

What's Really Going On? with Melissa Colon and Heather Hedgcock

Isabel Gardett talks with Brett Patterson, the chair of the Medical Council of Standards for the International Academies of Emergency Dispatch. They discuss the why and how of getting involved with research, what it means that a dispatch system is “evidence-based,” and how to enact change to protocols using research.

For Your Information:
Sepsis (https://en.wikipedia.org/wiki/Sepsis)

ABCs (https://en.wikipedia.org/wiki/ABC_(medicine))

AHA (http://www.heart.org/HEARTORG/)

Hypoxic seizure (https://en.wikipedia.org/wiki/Cerebral_hypoxia)

W. Edwards Deming, Some Theory of Sampling (https://www.amazon.com/Theory-Sampling-William-Edwards-Deming/dp/048664684X/ref=sr_1_4?s=books&ie=UTF8&qid=1505500418&sr=1-4&refinements=p_lbr_one_browse-bin%3AW.+Edwards+Deming)

W. Edwards Deming, Quality, Productivity, and Competitive Position (https://www.amazon.com/Quality-Productivity-Competitive-Position-Edwards/dp/0911379002/ref=asap_bc?ie=UTF8)

Want to get involved in a study? Have a question? Email us at dispatchindepth @ emergencydispatch (dot) org

What's Really Going On? with Melissa Colon and Heather Hedgcock

Dispatch in Depth

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