ABSTRACT
Like frantic, adrenaline-filled mothers who lifted cars to save their toddlers’ lives, most innocent callers were Aggressive and Demanding when seeking lifesaving aid for family or friends. If callers sensed that dispatchers did not comprehend the magnitude of the situation or if the emergency response was delayed, they used Aggressive Demands to get results. Conversely, some guilty 911 callers were Passive and Defensive despite the traumatic nature of the situation.
