What 911 Dispatchers Teach Us About Talk | Heidi Kevoe-Feldman | TEDxNortheasternU

Using the right words can save lives! Dr. Heidi Kevoe-Feldman, Associate Professor in the Department of Communication Studies at Northeastern, uses conversation analysis to examine interactions in 911 emergency dispatch centers. In her talk, she makes it clear to the audience that minimal variations in word choice and sentence structure will affect the outcome of a conversation tremendously. She guides the audience through a series of original 911 calls and showcases how dispatchers delicately deescalate some of the most dangerous situations. What can you learn from this? Continuously using language can influence the outcomes of conversations with children, colleagues, or call center agents to one's benefit. Associate Professor in the Department of Communication Studies at Northeastern, Dr. Heidi Kevoe-Feldman (Ph.D. Rutgers University) uses conversation analysis to examine interactions in organizational settings such as 911 emergency dispatch centers. Recent projects include studies of how callers overcome institutional barriers when seeking help, how dispatchers handle hysterical callers, and techniques negotiators and dispatchers use to talk suicidal callers down.
She is also an advanced Emergency Medical Dispatcher and continues to shadow dispatchers as part of her research program. She dedicates her success to her husband, Brad, daughter Annabelle, and family for supporting her love of learning. This talk was given at a TEDx event using the TED conference format but independently organized by a local community. Learn more at www.ted.com/tedx

[@richlindfors4070]

Heidi Kevoe Feldman, Ph.D. is a blessing to the dispatch community. Her work is essential to 911 centers around the globe, 911 leaders take note, this talk should be required training for every dispatcher from the newest hire to the seasoned call taker. As a 911 operator, understanding how to focus callers is a unique skill developed after years of sitting at the console and thousands of calls processed. Dr. Feldman's teaching can shorten the time needed to develop those skills in our call centers and as a result help more citizens in our communities when help is needed the most. Her delivery of the information is concise, relatable and pertinent to centers at the right time. Take the time to watch this and I know you will be as impressed with the content and delivery of the message.

[@x77punk77x]

Takeaway:
Emergency dispatchers are real-time communication specialists who help guide each 9-1-1 caller and even troubleshoot the situation until on-scene responders arrive.

[@jamesbrown-wb7bt]

We used this language for trainees in the 70s. you are the eyes and ears of all fie4kd units

[@wannacashmeoutside]

Ooooh that’s why they ALWAYS ask “are they conscious or breathing?” Even when the caller immediately says “person is dead”. 😅 LIKE NO, that’s what dead means

[@zVxSolo]

They have to ask that to relay to information over to responding EMS so they know what apparatus to prepare. Also, you can’t pronounce someone dead.

[@1221river]

Nice exploration of language and action.
As an environmental activist, let me ask: What would the 911 dispatcher say to a call re climate emergency?

[@johnpeter4184]

911 dispatchers take their sweet old time playing 20 questions. Call the coroner after the victim is dead.

[@gregh7400]

I hear that a lot. You don't know what you're talking about.

[@jonathanbullman7058]

Most of the time we've already dispatched help when we're asking questions. We can do more than one thing at a time.
If you give me an address, and tell me they're not breathing I've got police and EMS dispatched in seconds. From start of the call it's more than likely under 1 minute but maybe even closer to 30 seconds if the caller is helpful.

[@beamerball666]

not only was it pointed out that once a location is given and the nature of the emergency the approrpriate agencies can be dispatched, but the beauty of radios means that the more information you provide, they can then relay as the responders are en-route

[@johnpeter4184]

@@gregh7400 After being asked the same question several times and giving the answer in clear proper English I will apologise then hang up. It has happened twice.
Cheers!!

[@gregh7400]

@@johnpeter4184 Well, good for you. When I was a dispatcher, jackasses like you made my job easy.