Which action should a PST avoid when handling a highly emotional caller?

Raising one's voice to assert dominance is not an appropriate action when handling a highly emotional caller. In situations where a caller is experiencing heightened emotions, such as fear, anxiety, or distress, using a louder tone can escalate the situation and increase the caller's anxiety. This approach undermines the telecommunicator's role, which is to provide calm and professional assistance. Instead, maintaining a calm demeanor and using a steady, soothing tone is essential for helping the caller feel safe and heard.

Building rapport with the caller requires a compassionate approach, which is effectively achieved through active listening, reassurance, and asking clarifying questions. These techniques help the telecommunicator gather necessary information while also providing emotional support to the caller, promoting a more productive interaction.