[LINK] Lost in the Blue Mountains
jwhit at melbpc.org.au
Wed May 20 17:17:46 EST 2009
At 04:11 PM 20/05/2009, David Boxall wrote:
> From my own experience in dealing with the public, people don't
>necessarily know what they need. Much of the skill in working the phones
>lies in extracting enough information from the caller to solve the
>problem, rather than just answer their question. Expecting someone who
>may be distressed and disoriented to make a decision about what they
>need is a recipe for disaster.
I have a friend who used to work for an emergency roadside service
who eventually had to leave because of the 'scripted' nature of
answering distress calls. She became convinced someone would get into
real strife if she was required to continue behaving in the way the
company insisted. This call with the boy in NSW was part of her
'evidence' for her position. As far as I know, the company she worked
for still works that way.
Melbourne, Victoria, Australia
jwhit at janwhitaker.com
Our truest response to the irrationality of the world is to paint or
sing or write, for only in such response do we find truth.
~Madeline L'Engle, writer
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