Emergency Telecommunicator Certification Practice Exam

Which action should be avoided when communicating with a person in crisis?

1. Offering reassurance

2. Using complex language

3. Asking clarifying questions

4. Remaining calm

The correct answer is: Using complex language

Using complex language should be avoided when communicating with a person in crisis because clarity is vital in high-stress situations. Individuals experiencing a crisis may already be overwhelmed emotionally, making it difficult for them to process intricate terms or convoluted explanations. Clear and simple language aids understanding, promotes effective communication, and ensures that the person feels heard and supported. In contrast, offering reassurance helps to provide comfort and safety to the individual. Asking clarifying questions assists in gaining a better understanding of the person's needs and feelings, which can guide further assistance. Remaining calm is essential, as it instills a sense of stability and safety, helping the individual to feel more secure during distressing times. All these actions contribute to effective and empathetic communication, which are critical when assisting someone in crisis.