FOUND IN TRANSLATION: HOW A PUBLIC SAFETY DISPATCHER CAN PRIME POLICE OFFICERS’ EMOTIONS THROUGH VOICE INFLECTION
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Authors
Ford, April A.
Subjects
tone
speech patterns
oral expression
rate of speech
dispatching
primed
speech emotion
inflection
communication
public safety
stress
effective communication
misinformation
misinterpreted
misleading
mental well-being
mental health
employee wellness
the effect of misinformation
police shootings
dispatcher priming
law enforcement priming
dispatcher error
speech patterns
oral expression
rate of speech
dispatching
primed
speech emotion
inflection
communication
public safety
stress
effective communication
misinformation
misinterpreted
misleading
mental well-being
mental health
employee wellness
the effect of misinformation
police shootings
dispatcher priming
law enforcement priming
dispatcher error
Advisors
Wollman, Lauren F.
McGuire, Mollie R.
Date of Issue
2025-03
Date
Publisher
Monterey, CA; Naval Postgraduate School
Language
Abstract
Public safety dispatchers serve as the critical link between emergency callers and law enforcement. However, their voice prosody, including tone, pitch, and speech rate, may unconsciously prime officers’ emotions. This study examines how a dispatcher’s vocal delivery impacts an officer’s stress response, perceived urgency, and situational awareness during high-priority calls. Findings suggest a heightened voice inflection can escalate officer stress and urgency, while a monotone voice may downplay threat perception and alter tactical response. Despite the significance of these findings, dispatcher training often lacks guidance on prosodic control, focusing instead on information accuracy and word choice. Dispatchers do not just relay facts; they are emotional regulators and the first layer of stability in moments of crisis. This thesis recommends integrating prosody-focused training into national dispatcher standards to enhance communication effectiveness with intentional vocal modulation as a communication tool. Future research should explore cross-disciplinary studies on voice modulation in crisis communication, AI-supported vocal analysis tools, and further investigate prosody-focused training results. By acknowledging the emotional and operational influence of dispatcher communication, we can improve response, reduce unnecessary escalation, and support the well-being of public safety professionals.
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Thesis
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Distribution Statement
Distribution Statement A. Approved for public release: Distribution is unlimited.
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