What technique should a telecommunicator use when dealing with a caller who is hysterical?

When dealing with a hysterical caller, the most effective technique is to ask for the same information without changing the words. This approach provides clarity and reassurance, helping to stabilize the caller’s emotional state. By maintaining a consistent phrasing, the telecommunicator establishes a sense of familiarity and predictability during a chaotic interaction. This can help to facilitate understanding and reduce confusion for the caller, who may be struggling to focus or articulate their thoughts clearly in a heightened emotional state.

Asking for the same information clearly and consistently allows the telecommunicator to gather vital details without overwhelming the caller or introducing unnecessary complexity. This method can be particularly reassuring for someone who is distressed, as it demonstrates patience and a focused approach to problem resolution. In such situations, calling for specificity can lead to a more productive exchange and ultimately aid in providing support in a crisis.

Utilizing compassion in responses, while important in overall communication, can be less effective if not paired with clear, structured questioning techniques that help the caller regain their composure. Repeating questions with different wording can lead to misunderstanding, and the technique meant for repetitive info gathering may not directly address the urgent need to reassure and stabilize a hysterical caller.