What should you gain control of when dealing with a panicked caller?

Gaining control of your emotions is crucial when dealing with a panicked caller. When an individual is emotionally distressed or panicked, they may express frustration, fear, or anxiety in ways that can escalate the situation. By maintaining your composure, you can effectively manage your responses and make rational decisions. This level of emotional control allows you to focus on the caller's needs, assess the situation accurately, and facilitate a more positive interaction.

In high-stress scenarios, if the responder is overwhelmed by their own emotions, it can impair communication and increase tension. A calm and composed demeanor can help reassure the caller, instill confidence in your ability to assist, and ultimately contribute to a more productive conversation, which leads to better outcomes for both the caller and the responder.