Everything on the Line

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Focusing on the challenges faced by call-takers at Emergency Dispatch Centers, this guidebook provides practical strategies for handling emotionally disturbed callers and assessing threats. It covers essential principles for preparing dispatchers to support first responders and the public while maintaining professionalism. The author emphasizes personal integrity and calmness, offering specific techniques, including breathing methods. Key topics include managing various psychological states, interactions with dangerous individuals, and effective de-escalation tactics tailored to different aggressive behaviors.