What technique can be used to calm a hysterical caller effectively?

In the context of managing a hysterical caller, the use of persistent repetition is a technique that can create a calming effect by reinforcing important messages or instructions. When a caller is overwhelmed, they may struggle to process information effectively. By repeating critical points, the communicator helps to anchor the caller's thoughts and provides a sense of stability amidst their distress.

However, it is crucial to deliver this repetition in a calm, measured tone, ensuring it does not come off as patronizing or condescending. This technique can break through the chaos of their emotions and help them focus on the necessary steps to take or information needed, thereby allowing for a gradual decrease in their anxiety levels.

While other techniques like active listening, empathic validation, and redirecting the conversation can also be effective in managing a hysterical call, persistent repetition specifically targets the need for clarity and reassurance which can be particularly beneficial when someone is in an emotional state.