Features of communication between a unified duty dispatcher and a subscriber

this review article examines the features of interaction between the dispatcher of the Unified Dispatch Service (EDDS) and subscribers in emergency situations. The relevance of the topic is due to the importance of improving communication between emergency services specialists and people who have experienced acute stress, affecting the speed and effectiveness of emergency care. This article also analyzes the psychophysiological features of subscribers' reactions, which include emotional and behavioral disorders and physiological manifestations of acute stress reactions. Special attention is paid to the classification of such conditions as aggression, crying, apathy, hysterical state and others, as well as their impact on the communication process. A universal algorithm for communication between the dispatcher and the subscriber is proposed, adaptable to any type of stress reaction. The algorithm of actions includes elements of establishing contact, methods of emotional stabilization, collecting critical data and transmitting specific instructions for action. It also emphasizes the need to show empathy for the subscriber, to show speech control and cognitive management of interaction in extreme conditions of limited time and excessively high emotional stress. The applied benefit of this work is the implementation of methodological recommendations for specialists of the unified duty and dispatch service, which will improve the effectiveness of communication with affected people in emergency crisis situations. The data obtained can be applied in the training and education of specialists, as well as in the modernization of current communication algorithms in extreme situations. So, this article may open up new prospects for improving the quality of emergency care.

emergencies, acute stress reactions, interaction algorithm, emergency assistance, dispatch service