Communicating Clearly Under Stress

In an emergency, the most useful thing you can say isn't something impressive. It's accurate information.

Calling emergency services can feel overwhelming.

Someone may be injured, frightened, or in immediate danger.

Your heart rate rises. Your thoughts race.

But emergency dispatchers are trained to gather essential information and guide callers.

Your job is to communicate clearly, answer questions, and follow instructions.

Know the Emergency Number

In the United States, call 911 for emergencies requiring police, fire, or emergency medical services.

Other countries use different emergency numbers.

When traveling internationally, learn the appropriate number for your destination.

Start With Your Location

The dispatcher needs to know where help is required.

Provide:

• Street address, if known

• Building or business name

• Apartment or unit number

• Nearby landmarks

• Access instructions

• Relevant location details

If you're outdoors or traveling, describe your location as accurately as possible.

Don't assume your phone automatically provides a precise location.

Describe What Happened

Use clear, factual language.

For example:

"A person collapsed and isn't responding."

"Someone has severe bleeding after an accident."

"There's a fire in the building."

Avoid guessing about medical diagnoses or events you didn't witness.

Answer the Dispatcher's Questions

The dispatcher may ask about breathing, consciousness, injuries, hazards, or the number of people involved.

Answer as accurately as possible.

If you don't know, say so.

Do not invent information to fill gaps.

Follow Instructions

Dispatchers may provide guidance for immediate safety or first aid.

Listen carefully.

If you don't understand, ask for clarification.

Don't hang up until instructed, unless continuing the call creates an immediate safety problem.

Use Speakerphone When Appropriate

If safe and practical, speakerphone may allow you to communicate while following instructions.

Keep the phone accessible and maintain a reliable connection.

Send Someone to Meet Responders

In larger facilities or hard-to-find locations, a bystander may be able to meet emergency responders and direct them to the incident.

Only do this if it doesn't interfere with necessary care or create additional danger.

Keep Information Updated

If the person's condition changes or the situation becomes more dangerous, tell the dispatcher.

New information may affect the emergency response.

The Forward Assist Perspective

You don't need to sound calm and polished.

You need to communicate useful information.

Know where you are. Explain what happened. Listen. Follow instructions.

Be an asset. Not a liability.