As we see the situation occurring our mind processes the event just as a computer would. The first thing we do is to attempt to "identity" the problem and it's relation to our well-being or our safety. In other words, we attempt to adapt, cope and adjust to the situation. This is nonetheless true even in a telecommunications center during a call, where we can see the Reaction Matrix in detail.

First there is the event. This could be anything at all. It could be a regular phone call for non-emergency assistance or a 911 call. Or it could even be the Captain coming in to complain about the way dispatch is operating. Or it could even be the communications center air conditioning going out. Each of these is going to cause a reaction out of each of us.

Yet each person's reaction in these situations may be different. Some will over react and others may not react at all or be indifferent. Still others will be right in the middle, neither over reacting or under reacting. But everyone will have some reaction to what has or is happening.

The amount of stress each person exhibits will depend primarily on two things unique to that individual.  Here is an excerpt from our seminar, "Stress and the Dispatcher"

EXPERIENCE AND MEMORY

Experience is the sum of all the previous "like" occurrences that have experienced over the years. Of course how good the memory of that previous occurrence will decide how much of it will play a role in the current situation. For instance, in our example of the Captain coming into dispatch to critique operations, an experienced dispatcher is going to process that event different than a new person would. The reason is that the seasoned dispatcher has been through this situation before and has a "frame of reference" or a memory of a similar occurrence. On the other hand the newer dispatcher might experience greater fear because they have not been in this situation before. The event is new to them, thus unknown and they have no familiar reference to it.

This is important because in themselves, people, places and things, are not the sources of our stress. They in themselves do not cause us stress. People don't really make us angry. We get angry at something they do. It's not to say that what they did is not wrong, but whether or not we react angrily is dependent on us, not on them. The "power" isn't in the event, it's in US.

Our reaction to an occurrence is also dependent on our conditioned reaction to it, or how over time and repetition where we reacted to a situation in a way before, and subsequently the same way when either the same or similar incidents took place.  Most of the time we react to these "same" or "like" incidents in very much the same way each time.

For instance look at the following list of events, ask yourself what is YOUR usual reaction to them

     1. You lose your car keys (usually just as you are leaving for work)

2. Your kid gets lost in the Store

3. You get cut off in traffic

4. The upstairs toilet overflows

5. Your car breaks down

6. Any kind of bad news (variety of sources)

7. A change of plans

8. You are caught in a long line in the supermarket

9. You're caught in a traffic jam

10. The electricity goes out

 

How we react to any of these given situations is largely dependent on how we have reacted to the same or a similar occurrence in the past.

For instance in the case of lost car keys (my favorite), the way we react to losing our keys is pretty much the same reaction every time. So we blew our stack the first time we ever did it then we will have the tendency to do again. This is the same thing for the other events. Once we have formed a "habit of reaction" to an event it becomes assigned to that or similar events. Just like a computer, we will follow the program every time it runs.

Within the Reaction Matrix is a two-fold process that occurs. Let's take the example of lost keys to see what takes us from just a query, "Where's my keys? To "WHERE IN THE HELL ARE MY KEYS!"

 

FIRST REALITY: In the reality of the situation we are simply unable to find the car keys.  That's it!  There is NO other reality happening at this moment!

FIRST FANTASY: Here comes the trouble. It is the secondary thinking that comes on the heals of the first reality. 

So we lose our keys, but now our mind begins to think,  "Since I can't find my keys, I'm going to be late for work, then I am going to get fired." Then "I'm going to be evicted from my home." Then "I'll be out on the street!"

Now we are ADDING to the reality of the situation, things that haven't happened yet and probably won't.  Is it true that you will be late?  Fired?  Broke and on the street?

Is that happening NOW?

Nope, none of it is happening, except in your head!

This is also called "catastrophic thinking".   It's where you take the situation far beyond it's present reality and allow it to grow into something bigger than it is! But the truth is:

The fact that you cannot at this moment find your car keys is the only reality at this moment!

This is the kind of thinking that will simply drive you crazy.  The mind and emotions are linked in such a way that whatever you think about, you are going to feel. It is one thing to think a thought based on facts and then have an appropriate emotion in response.  It is quite another to have thoughts based on subjectivity and fantasy and then have emotions respond to something that isn't there.

Such as in the "keys" example above, imagining all the "scary scenarios" you run around the house, kick the dog (or cat), yell at your spouse, scream at yourself, etc.   All this for things that haven't, and most likely won't happen.   

As a 911 Dispatcher there are many times, such as when an officer isn't answering his radio, that you can "imagine" the worst.  The fact of the matter is that your MIND controls your emotions and even when the situation you are imagining isn't real, your BODY is going to react as if it were real!

As you take calls for police, fire and medical assistance it is extremely important that you stay in the NOW of the call. Keeping your mind on the facts of what is going on NOW and not what COULD happen can make all the difference in the world.

Helping Dispatchers Cope with Stress