Previous studies of emergency dispatch personnel have established high levels of emotional labor, burnout, and turnover intention among this population of first responders. This study is the first to investigate the effect of emergency dispatch script protocols on workplace outcomes of burnout and turnover intention. Hypotheses: The study tests two related hypotheses: Greater script comfort among emergency dispatchers will be associated with decreased emotional exhaustion (Hl) and decreased turnover intention (H2)...

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Isabel talks with Dr. Sharon Mastracci, an expert in emotional labor, and Ian Adams, a doctoral student and former law enforcement officer. They discuss the role of emotional labor in emergency dispatch, the correlation between high emotional labor and high sense of fulfillment in careers, and the need to highlight the job being done by emergency dispatchers...

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