What skill is particularly essential for a PST when managing high-stress calls?

Effective communication and calming techniques are particularly essential for a Public Safety Telecommunicator (PST) when managing high-stress calls. During such calls, individuals may be experiencing fear, panic, or confusion, and it is the PST's responsibility to remain calm and convey reassurance. Employing effective communication involves clearly articulating questions, providing concise instructions, and actively listening to the caller's concerns. By using calming techniques, the PST can help de-escalate emotions, making it easier to gather critical information and assist the caller effectively.

In high-pressure situations, the ability to communicate effectively can significantly impact the outcome of the incident. It fosters trust and encourages cooperation from the caller, which is vital for ensuring safety and facilitating a proper response from emergency services.