What is a primary rule to remember when dealing with crisis calls?

When dealing with crisis calls, one of the key principles is to avoid taking the situation personally. This approach helps to maintain professionalism and objectivity throughout the call. Crisis situations can be emotionally charged, and the individuals calling in may express anger, fear, or frustration. By recognizing that their reactions are often a reflection of their distress rather than a personal attack, responders can focus on listening and providing the necessary support without getting emotionally involved. This mindset allows officers to remain effective in their communication, keeping the conversation focused on de-escalation and problem resolution.

While expressing empathy, staying calm, and making timely decisions are all important aspects of handling crisis situations, the ability to compartmentalize personal feelings ensures that the responder remains grounded and can effectively aid the caller navigating through their crisis. Emphasizing this rule helps to establish a more constructive interaction, ultimately leading to better outcomes for both the caller and the responder.