What guideline should NOT be followed when taking emergency calls from the public?

The guideline regarding allowing the caller to control the conversation is not advisable in emergency situations. It is crucial for the dispatcher or first responder to take charge of the conversation to ensure that they can gather necessary information efficiently and direct the response appropriately. While maintaining a respectful tone and using polite language are essential for effective communication, it is ultimately the responsibility of the emergency service personnel to guide the interaction, clarifying information and asking pertinent questions as needed to address the emergency effectively.

In emergencies, callers may be confused, panicked, or unclear about the situation, and they might not provide critical details without prompting. This is why it is important to ask specific questions about the incident to gain clarity and ensure that appropriate help is dispatched. Managing the conversation helps in obtaining vital information quickly, which can make a significant difference in an emergency response.