Identify and prioritize the skills required by police emergency center operators 110 (Focusing on positive communication between police and citizens)

In the age of communication, one of the areas of increasing the quantity and quality of citizens' communication with the 110 Police Emergency Center and as a result receiving the correct meaning and transferring the meaning to the executive units, is the innate and acquired skills of the operators of these centers. The aim is to identify and prioritize the skills required by the operators of 110 centers in order to establish a positive relationship between the police and the citizens.

In terms of purpose, research, application; Philosophy of research, positivist; research approach, inductive; Research method, survey; Time horizon, single section; Data collection methods are documentary and researcher-made questionnaire (five-point Likert scale) whose validity and reliability were confirmed using expert opinion and Cronbach's alpha coefficient (α = 0.932). The statistical sample of 168 people was selected by simple random sampling and the data were analyzed using SPSS19 software and finally ranked using Friedman ranking test.

Gender differences were observed only in educational and scientific skills. According to Friedman test, individual, social, educational, scientific, managerial and practical skills and in the form of basic human, perceptual and technical skills were ranked first to third, respectively.

Skills identified with the findings of some other research and the skills of Robert L. Katz is consistent. In general, prioritizing the skills required by the operators of Center 110 will lead to a positive relationship between citizens and the police