Which call-taking listening technique should be employed when taking a call from an angry caller?

When taking a call from an angry caller, employing empathetic listening is crucial. This technique involves fully engaging with the caller's emotions, allowing them to express their frustrations, and demonstrating understanding and concern for their situation. By using empathetic listening, the telecommunicator can create a connection that can help diffuse the caller's anger and make them feel heard. This approach helps in building trust and rapport, which may lead to a more productive conversation where the caller feels valued and understood.

In situations involving anger, responding with empathetic listening can help reduce tension, as it validates the caller's feelings and provides a sense of support. This technique is essential in public safety communication where the caller's emotional state can significantly impact the clarity and effectiveness of the interaction. The goal is not just to gather information but to acknowledge the caller's emotional experience, which can facilitate a more cooperative dialogue.