What is "emotional intelligence" in the context of EMD?

In the context of Emergency Medical Dispatch (EMD), emotional intelligence refers to the ability to understand and manage emotional dynamics during calls. This skill is crucial for EMD personnel as they often interact with callers who are in distress, panicked, or experiencing a crisis. By demonstrating emotional intelligence, a dispatcher can maintain calm communication, show empathy, and effectively assess the situation while providing necessary assistance.

This understanding allows dispatchers to navigate complex emotional situations, facilitating better communication with the caller. It also helps in gaining trust and ensuring that the caller feels supported, which can contribute to gathering critical information and making timely decisions during emergencies. Emotional intelligence fosters a connection that can help alleviate the caller's anxiety, making them more receptive to instructions and guidance provided by the dispatcher.