In emergency communication, how should PSTs handle caller stress or panic?

In emergency communication, it is crucial for Public Safety Telecommunicators (PSTs) to remain calm and guide callers through their distressing situations. When individuals are experiencing stress or panic, they often struggle to think clearly and articulate their needs. By maintaining a calm demeanor, PSTs can provide reassurance, which helps to de-escalate the situation and allows the caller to focus on the information being communicated.

Guiding the caller through the situation involves actively listening, asking clear and concise questions, and offering instructions in a soothing tone. This approach not only helps the caller feel supported but also increases the likelihood of obtaining accurate information that can be relayed to responders in the field. A calm presence can instill a sense of safety and control, which is essential in high-stress scenarios.

This empathetic and methodical approach is preferable to dismissing the caller's emotions or transferring them to someone else. Ignoring a caller's feelings or chastising them for their panic can lead to further anxiety and hinder effective communication. Immediate transfer of calls may not be appropriate in urgent situations where the PST's guidance is necessary for the caller’s safety. By remaining present and focused, PSTs play a vital role in managing emergencies effectively.