What technique is used to help calm down highly emotional callers?

The technique of persistent repetition is particularly effective in calming down highly emotional callers because it creates a sense of stability and reassurance in a chaotic conversation. When individuals are highly emotional, their ability to process information can be compromised; consequently, they may struggle to fully absorb what is being communicated. By repeating key points or instructions, the responder reinforces crucial information, making it more likely that the caller will understand and ultimately feel more secure in the interaction. This helps to ground the conversation, allowing the caller to regain composure and focus.

Although other techniques, such as direct questioning, providing reassurances, and offering escalation options, have their own merits, they do not specifically target the emotional regulation aspect as effectively as persistent repetition does. The latter directly engages with the caller's emotional state by fostering a calm, structured dialogue that can lessen anxiety and facilitate clearer communication.