Often times people confuse the difference between "controlling" a conversation and "rudeness". There are established techniques (some that seem curt and rude) to obtain information quickly and efficiently. Verbal Judo is our friend. Moments such as this one, a real time emergency, requires specific information at a very quick rate and is often the most difficult. Sometimes refered to as " citizen pursuits " are one of the most frustrating/diffuclt calls to deal with due to the "in progress" nature.
As a dispatcher for 11 1/2 years, and a training officer, I only see two issues with this call. The tone of voice is not one of them.
Getting the callers first name and using it is a much better way to get the caller's attention. Ma'am is very generic and most citizens do not respond too well to it. Might as well say " hey! hey you! " instead of Sally! Mary! etc.
Also, the dispatcher should have said " If you do not feel safe following behind the suspect, you do not have to - keep a safe distance and obey traffic laws if you do." There is a huge liability when a dispatcher, under the color of authority, suggests or encourages a citizen to place themselves or continue in harms way. A dispatcher may not be a peace officer, but they do operate under the color of authority, which is very powerful - even over a phone call. Telling (ordering) a citizen what to do can open one to a lovely lawsuit, especially if it results in damage/injury. Obviously telling a citizen to get out of a burning building is not wrong, but telling or encouraging a citizen to follow an armed vehicle is just going to open up a whole lot of liability. "Yes your honor, I was shot by the suspect after the dispatcher told me to keep following the suspect." cha-ching $$$$$
I do understand the dispatcher's frustration - especially when the caller doesn't fully disclose their current actions or intentions. The caller was not very receptive at times. Also, pulling behind an officer, on a vehicle stop can be dangerous - that would have been a better thing to point out to the citizen. Much better than telling them they "let" the bad guy get away cause they didn't continue to follow.
When speaking to a dispatcher, don't expect customer service like the private sector. Don't expect chit-chat or friendly banter. You won't always hear please and thank you. Also, the customer is not always right and we will let you know (should be without being rude) Just because they are a civil servant and paid by your taxes, doesn't mean you're going to get treated like royality. You "should" get service, professionalism and competentcy. Sometimes dispatcher have to yell, raise their voice, be stern or be very matter-of-fact. That's the nature of talking to citizens in an emergency situation and making split second decisions and responses.
On the flipside, some agencies have become very touchy-feely and more "customer service" oriented with strict guidelines on interview techniques. Which works better? .........the one that gets the job done.
