What to Say First
“I can hear that you’re going through a difficult time. I’m here to help you.”
Wait for them to compose themselves
If They Can’t Calm Down
“Would you prefer to call back when you’re ready, or should I schedule an attorney to call you?”
What NOT to Say
- “Calm down”
- “Everything will be okay”
- “I understand how you feel”
What TO Say
- “That sounds really difficult”
- “I’m sorry this happened”
- “Take your time”
Getting Information
Ask questions slowly and one at a time:
- “What’s your first name?”
- “What type of accident happened?”
- “When did this happen?”
When to Transfer Immediately
- Caller mentions self-harm
- Caller can’t provide any information after 5 minutes
- Medical emergency
Related Articles
- [What to Do When You Can’t Understand the Caller]
- [How to Get Basic Information from Confused or Medicated Callers]