Introduction to Crisis/ Hostage Negotiation for Emergency Dispatchers

Emergency dispatchers are often the first point of contact during critical incidents - and the first voice a person in crisis hears. This practical, hands-on course is designed to equip dispatch professionals with the tools and confidence to manage high-risk calls with clarity and control.

Whether you are a call taker, supervisor or trainer, this introductory course provides a foundational understanding of crisis and hostage negotiation principles tailored to the unique role of emergency communications. Participants will learn to identify signs of emotional distress, apply de-escalation techniques, and effectively support field responders during complex and rapidly evolving events.

Instruction is grounded in real-world application, with scenario-based exercises that reinforce key concepts and communication strategies presented during the lecture portion.

Topics include:

• The dispatcher's critical role in crisis intervention

• Supporting on-scene operations and specialized units