How should you react when a caller is experiencing a panic attack?

Providing reassurance and empathy is crucial when a caller is experiencing a panic attack. During such an episode, individuals often feel overwhelming fear and may struggle to regain composure. Reassuring the caller helps to create a sense of safety and support, which can alleviate some of their anxiety. Empathy validates their feelings, letting them know that their experience is acknowledged and understood.

By offering comfort and understanding, you help to stabilize the situation, allowing the caller to feel heard and reducing the intensity of their panic. This approach is aligned with best practices in emergency communication, focusing on both emotional support and practical assistance, ultimately leading to a more effective response to their needs.