"emergency" rather definitionally indicates that "not normal" or "out of the ordinary" situations are occurring. For most callers, this may be the worst day of

"emergency" rather definitionally indicates that "not normal" or "out of the ordinary" situations are occurring. For most callers, this may be the worst day of their lives - emotion/stress/danger/death/etc. They're not required to interpret a caller's phone voice as 'hostile' either. Unless the caller actually says something like "I'm going to come find you and kill you or your family" or something along those lines, I don't think there's any reason anything a caller says should be interpreted as 'hostile' to the dispatcher. If they're agitated/upset - well... they're having an emergency. Should medical staff not expect "sick people" in their office/hospital? Someone who can't handle someone yelling or swearing on the phone should't be in a dispatcher role, and... yeah, I think it's gotta be stressful for them too, and they probably shouldn't do it a whole lot, as they'll burn out quickly.