What should the dispatcher do if the caller did not understand the question?

• A. Repeat the question verbatim
• B. Should rephrase the question
• C. Ignore the caller
• D. End the call

Answer: (B)

When a caller doesn’t understand, restating the question in different, simpler words helps ensure accurate information is gathered. Rephrasing clarifies meaning and reduces confusion by using easier language, shorter sentences, or breaking the question into smaller parts. This keeps the conversation calm and keeps the caller engaged, which is critical in dispatch where fast, precise details matter.

For example, instead of repeating the same wording, you might say, “Where exactly are you now? Please tell me the street name, nearby cross streets, or a landmark.” This checks comprehension and invites a clear answer. If needed, you can further simplify or ask in steps, then confirm understanding before moving on.

Avoid measures like ignoring the caller or ending the call. Those options prevent help from reaching the caller and can jeopardize safety. Repeating the question verbatim may not resolve confusion if the original phrasing was unclear, whereas rephrasing often makes the request easier to grasp.