This document provides instructions and discussion questions for two video cases about emergency dispatchers: one showing an example of poor handling of a call, and the other showing exemplary handling. It asks trainees to consider how they would respond in similar situations and how they want to be remembered for their work. The goal is to encourage empathy and a habit of beginning with the end in mind when assisting callers.

1. HOW WOULD YOU LIKE TO BE REMEMBERED?
A SHORT MODULE FOR EMPATHY
BY: JAZEN JAVIER, CUSTOMER EXPERIENCE TRAINER

2. BREAKING BAD…
•Is it possible you can get a similar call?
•What makes this bad call really BAD?
• Was there any show of concern from the dispatcher?
• How did the girl respond to his question?
• If you were the girl, what did you feel after you heard what the dispatcher said?
•Do you take calls the same way this dispatcher did?
• Note: You might need to really think 1st how you actually talk to your members
•If you are the rep and got a similar call, what would you do?
•Do you agree on the action taken by the company for what the dispatcher did?
Video file Details:
 This event took place on the 5th of February, 2015
Instructions:
• For audio, recommend to use 3.5mm headphones
• Play the video file only once

3. VS. BREAKING GROUND
•What made this call exceptionally great?
•How did the dispatcher show his concern with the caller?
•If you are the rep, what would you do in case this happens?
• Would you have passed the call to another dispatcher?
•What is stopping you from showing genuine concern?
•Can you take on the challenge of similarly-urgent situations?
Video file Details:
 This event took place on the 5th of February, 2015
Instructions:
• For audio, recommend to use 3.5mm headphones
• Play the video file only once

4. REMEMBER THE 2ND HABIT:
How would you like to be remembered?
“(He) used a poor choice of words. He will not work directly with the public until the investigation is
complete.”
-Anne Arundel County Fire Captain Russ Davies, regarding the dispatcher
“It makes you realize why you get up, why you come to work, and why you do what you do.”
-Galax Police Department Dispatcher Tim Webb.
2nd Habit: Begin with the end in Mind
(7 Habits of Highly Effective People by Stephen Covey)