What should PSTs avoid doing when providing reassurances during a call?

Making definitive promises during a call can be problematic for Public Safety Telecommunicators (PSTs) because it can lead to misunderstandings and unmet expectations. PSTs must maintain a balance between offering reassurance and providing realistic information. When definitive promises are made, there is a risk that circumstances may change, or the situation might not develop as expected, leading to disappointment or frustration for the caller.

For example, promising that help will arrive within a specific timeframe could be misleading if unforeseen delays occur due to traffic, weather, or other emergencies. It's critical for PSTs to maintain credibility and trust, which can be compromised when promises are not fulfilled. Instead, it is more effective to provide clear information based on the situation and the resources available, ensuring that the caller understands the support that can be realistically expected.

Using ambiguous language, providing vague responses, or offering guidance can still play a role in effective communication, but they do not pose the same risk of miscommunication or disappointment that comes from making unequivocal commitments. Thus, avoiding definitive promises allows PSTs to support callers while staying within the bounds of what can actually be guaranteed.