Dispatchers at 112 develop skills to better relate with callers

Dispatchers at 112 develops skills to relate better with callers

They will follow training courses in the framework of the who will learn the techniques and methods of psychological approach, that will help you communicate better with those who call for help, but after and more easily identify those who make bad jokes.

A comprehensive program, which is addressed to dispatchers serving the emergency number 112 will be launched soon by SMURD Foundation and the Zivac Group, in partnership with three other organizations from Italy, United Kingdom and Cyprus. It is a European project scheduled to take place by the end of September of next year called “One minute can save a life.” The project aims to provide educational services and vocational training for dispatchers at 112, to reduce the number of false calls and eliminate the psychological barriers between them and the callers that call the emergency number.

The program started from the idea that, often, dispatchers lose minutes good bringing out fake calls and communicating with people who need emergency aid, or simply have bad jokes, chef minutes for a person that is really in a dire situation could mean the boundary between life and death. Any delays in the provision of emergency assistance in such cases may be fatal and that dispatchers should have the ability to more easily differentiate a fake call from a real one, and to communicate more effectively with people in need.

In Romania, according to the latest reports of Special Telecommunication Service, approximately 70% of calls to the 112 are false calls. They come either from persons with mental disorders, be some under the influence of alcohol or other substances that affect his thinking clear, or let unsupervised children or simply some individuals with a level of intelligence misconduct, which is having calling this number and making the same kind of bad jokes or false emergency signaling situations.

Pressured to respond to all calls, the dispatchers spend a good part of the work program, and so very stressful, communicating with such individuals, so that sometimes it happens that the lines to be occupied, and the actual calls to be put on hold because of these bad jokes.
The problem is not specific to Romania, but is more serious than it seems at first glance, given the fact that a minute lost by a Dispatcher that talking to a caller put on jokes can cost the life of a man who has really need help because they are in a serious situation. The issue was raised by the European Parliament since 2010, EU member countries have been asked to find solutions for reducing the number of false calls.
One such endeavor is the program launched recently, which aims the development of cognitive skills, emotional and behavioral dispatchers from 112, so that they can more easily identify false calls, becoming more efficient in handling calls that really require urgent intervention. The development of these competent will be made during an training course on behavioral research center Zivac Goup will take place for these dispatchers, in the next period.

The project methodology, used in the development of their competencies will lead to the identification of many false calls increased and increased efficiency in retrieving and managing calls to the 112, helping them pass and lighter over the emotional barriers that arise between them and callers in different situations. “Competencies and skills are essential in this process, given that 112 dispatchers must make choices extremely difficult in a brief time forte. They are subjected to an immense psychological pressures, entering in contact with potential victims and must react on the spot, given that postponing decisions could result in the loss of human lives. Multiple examples that define the approach above exist not only in Romania, but also in other EU countries, including Italy, the United Kingdom and Cyprus”, explained Dr. Leliana P, Zivac Group President.

The training course will combine various techniques and methods of psychological approach, both at the theoretical level, as well as practical, and will be accompanied by a guide of good practices and a platform for e-learning that will ensure a process of lifelong learning between partners, target group and other actors involved in the process.
Article appeared on SănătateaBuzoiană

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