Which strategy can help telecommunicators establish rapport with callers?

Showing empathy is a crucial strategy for telecommunicators to establish rapport with callers. When a telecommunicator actively listens and demonstrates understanding of a caller's feelings or situation, it fosters a connection that can significantly reduce the caller's stress and anxiety, especially during emergencies. Empathy makes the caller feel valued and heard, which can encourage them to provide more accurate and detailed information. This supportive approach enhances the overall communication process, allowing the telecommunicator to assist effectively while also gaining trust from the caller.

Techniques like imposing authority or stern communication can create a barrier between the telecommunicator and the caller, likely leading to resistance or heightened emotions. Similarly, rapid questioning may overwhelm a caller in distress, hindering their ability to communicate effectively. In contrast, empathy promotes a more collaborative environment where callers feel comfortable and willing to engage.