What techniques can telecommunicators use to manage high-stress calls?

Practicing empathy and controlled breathing are essential techniques for telecommunicators when managing high-stress calls. By demonstrating empathy, telecommunicators can help callers feel understood and supported, which can alleviate some of the anxiety and distress they may be experiencing. This connection is crucial in crisis situations, as it encourages cooperation and calm, facilitating better communication.

Controlled breathing serves as a technique not only for telecommunicators to manage their own stress levels but also serves as a calming influence on the caller. When a telecommunicator calmly maintains composure, it often reassures the caller, creating an environment where they feel safe to express their needs and concerns.

This approach is fundamentally rooted in crisis communication principles, where the goal is to establish trust and rapport while effectively gathering necessary information to aid in the resolution of the situation. Fostering a supportive dialogue ultimately leads to better outcomes for both the caller and the responder.