Since the video of several Phoenix Police officers interacting with a couple and their young daughters after a shoplifting incident went viral, Phoenix’s 911 Dispatchers have been speaking out about the impact. To friends and at City Council meetings, these forgotten first responders are expressing how the thousands of hateful and threatening calls coming into the center is affecting them. Their personal information is even being posted on social media. There is absolutely no excuse or justification for this type of behavior. Although Phoenix is currently on the hot seat, I imagine that every department that has dealt with a controversy has experienced the same thing. 911 Dispatchers face negative, unkind and awful interactions with citizens every day. During situations like this it can be extreme, but really draws attention to this aspect of the job. People aren’t calling the police because they are having a good day. Most people also have limited capacity to communicate appropriately. So how can 911 Dispatchers deal with this aspect of the job? Most 911 Dispatchers have unconditional regard for the field responders they work with. We often feel an intense sense of protection and take our role as Mother Hen very seriously. When citizens call and say derogatory, threatening things, we feel the personal and professional integrity of ourselves and our co-workers is being challenged, often aggressively. It’s understandable we can have an extreme emotional reaction. Due to this, it’s important to not take it personally.
A Forbes article outlines why this is essential. “Taking things personally is emotionally draining, and an unnecessary, constant reevaluation of your self-esteem. Not taking things personally gives you more control over how you respond, your emotions and your energy level.” Psychology Today describes this as learning to hold your space and keep your power. Critiques often come from a desire to control you and/or the situation. Here are a few steps Forbes recommends with an adaptation to public safety.
Stop Worrying About What Other People Think
“Strangers…volunteering their opinion of you has nothing to do with you, and everything to do with them.” If you are like me, when you think of “the police,” it’s not a collective. You think of individuals, men and women with families, hobbies, different personalities, likes and dislikes who happen to work as law enforcement officers. So when people call in and say horrible, demeaning things about “the police,” they don’t even know what they are talking about. If they have a legitimate concern about a particular officer over a particular interaction they personally had, then direct them up the chain. If not, and they just want to bash “the police” why spend precious brain space worrying about what they think?
Know Your Worth
Again, this goes back to knowing the real personal and professional integrity of yourself and your co-workers. When something negative happens and an individual officer acts inappropriately which is inevitable considering the millions of interactions occurring all the time, this doesn’t change the fact that the majority of the time positive, appropriate interactions are happening. The few negative acts do not diminish our unconditional regard for this occupation and the people who choose to do it. Forbes describes this well. “You’re not going to believe what other people think and say about you, when you know who you are, and you like who you are.”
Let Things Go
It’s not easy to hear people say hurtful things in regards to the people and occupation that we love. In the extreme, real threats should be taken seriously and reported. But like the social media phenomenon, the anonymity of calling the police allows people to feel okay saying things they wouldn’t say directly to someone if they were face to face. That’s why it’s important to just let the words roll right off. Forbes states, “Holding on to pain does more damage to you than to the other person.” When you let things go, you make more room for joy and happiness.
Don’t Climb Down
Again, it’s the affront to our personal and professional integrity that gets us so emotional when people call spouting off their biased, often baseless opinions about “the police.” It’s easy to respond in a less than professional way especially after the hundredth call, day after day. Remember, we are defending law enforcement integrity and our response represents what we are trying to portray. Forbes reminds us, “When someone disrespects you or is cruel to you, the worst reaction is to reply with more negativity and toxicity. Take the high road, and let it wash off of you.”
Psychology Today states, “When we take things personally we are giving certain individuals more power over us than they deserve or should ever be allowed to have.” After all, how invested are you in this stranger’s opinion? Although it’s hard, try to understand what the caller if feeling/trying to convey. There are definitely problems in our communities. Law enforcement is tasked with a seemingly impossible job. People target “the police” for historical and current grievances. Officers are present and represent society and sometimes that’s why they take the brunt of people’s displeasure and hatred. It’s not right but it’s human nature and reality. Also remember that a citizen’s inability to communicate in a healthy way is on them. 911 Dispatchers are master communicators. We do it for a living. Angry, hateful people calling is not going to go away anytime soon. Every new controversy will encourage a new round of ugliness. So, be aware of your sensitive spots. Aggressive speech tends to trigger our feelings of vulnerability. Lt. Col. Dave Grossman talks about how being disrespected by fellow humans is one of the most challenging things for us to process and is extremely distressing. It affects us more than fear of death. Each and every one who answered the call to law enforcement, 911 Dispatchers include dare going to deal with negativity directed towards them. Just remember, it’s not about you at all.
Michelle Perin
Michelle Perin has been a freelance writer since 2000. In December 2010, she earned her Master’s degree in Criminology and Criminal Justice from Indiana State University.
