Title: Describe de-escalation techniques.
Course: Emergency Medical Telecommunications (14055-V) > Section: Dealing with Behavioral Health Callers

Description should include

- avoiding confrontational language
- managing voice tone
- using open-ended questions
- employing coping techniques
- knowing the difference in call processing techniques
- using repetitive persistence and rephrasing
- using validation of feelings
- keeping caller engaged.

Process/Skill Questions:

- How do you build a rapport with the caller?
- What is an example of a reassuring statement?