The objective of the project was to optimise the work of the rescue centres as well as of the rescue service control centres by improving the communication when receiving messages on emergencies from members of the general public. The aim was above all to develop suitable forms and strategies for conducting emergency calls and to derive proposals for the curricula of training and further training courses for personnel occupying control centre posts. The relevant theoretical concepts and empirical findings of the communication sciences as relating to communication in emergency situations were summarised by analysis of the literature, polling of personnel and interviews with experts. In addition the current status of the situation in practice was represented. On the basis of the above a modular system of course elements for training personnel in the handling of emergency calls as well as in communication techniques were developed. Further elements included were techniques for dealing with disruptions and the aggressiveness of callers as well as for reducing stress at the work place. Parts of this concept were incorporated in course units which were then tested and evaluated in three differently structured rescue control centres and a state rescue school. In addition to the course units, recommendations were formulated on how communication training and further training courses for rescue control centre personnel should be designed. The results of the evaluations and of the discussions with personnel have aroused great interest and a marked consciousness of the problems involved in the work of rescue control centre personnel as well as in the significance of their telephone communication skills. Communication training should be made part of the basic training for rescue assistants and rescue ambulance crews and additionally offered as short brush-up training courses. (Author/publisher)
Abstract