Available by RequestCrisis Call Handling

The Brain’s Reaction to Stress and Crisis

Understand how the brain and body respond during crisis and how those reactions can affect communication and behavior. Participants learn practical crisis-intervention call-taking techniques and verbal de-escalation approaches for challenging telephone interactions.

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Crisis Call Handling

CRISIS

Instructor-led course

Available for coordinated delivery

Course Overview

Practical learning connected to real responsibilities.

Crisis can narrow attention, change behavior, and make productive communication more difficult. For public safety telecommunicators, recognizing those reactions is an important part of helping callers regain enough focus to share information, follow directions, and move toward a safer outcome.

This course connects the brain’s response to stress with practical call-taking techniques, purposeful communication, and confrontation de-escalation over the phone.

Learning Objectives

✓Recognize common ways the brain and body react during stress and crisis.
✓Use crisis-intervention call-taking techniques to support focused communication.
✓Apply verbal de-escalation approaches during confrontational telephone interactions.

Who Should Attend

Public safety telecommunicators, 9-1-1 call takers and dispatchers, Communications trainers, Supervisors and team leaders

Training Inquiry

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Course of Interest

The Brain’s Reaction to Stress and Crisis

Available by Request

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