How should a PST handle a caller who is uncooperative or hostile?

A Public Safety Telecommunicator (PST) dealing with an uncooperative or hostile caller should prioritize maintaining composure and employing de-escalation techniques. This approach is essential in communication, especially in stressful situations, as it aims to calm the individual and address their concerns without escalating the conflict further.

Remaining calm helps to create a more controlled environment for the conversation. When a PST adopts a calm demeanor, it can have a soothing effect on the caller, reducing their hostility and increasing the likelihood of effective communication. De-escalation techniques, such as active listening, empathetic responses, and validating the caller's feelings, can assist in diffusing tension and promoting cooperation.

Effective de-escalation also allows the PST to gather critical information that could be essential for appropriately responding to the situation, ensuring that the needs of the caller and any potential emergency are adequately addressed. This method focuses on resolving the immediate conflict while preserving the opportunity for effective assistance.

Transferring the call could lead to further frustration, neglect potential information gathering, and may not address the caller's immediate needs. Terminating the call might escalate the situation. Escalating to a supervisor may be necessary in some cases, but initially using de-escalation strategies is usually the