North Carolina Basic Law Enforcement Training (BLET) State Practice Exam

What is considered rule number one during a crisis call?

1. Stay calm

2. Don't take it personally

3. Listen actively

4. Ask open-ended questions

The correct answer is: Don't take it personally

During a crisis call, one of the most vital principles is to not take things personally. This mindset allows the responder to remain objective and focused on the situation at hand rather than becoming emotionally affected by the caller's distress, anger, or panic. Crisis calls can often involve individuals expressing intense emotions and frustration. If a responder interprets these feelings as personal attacks, it can cloud judgment and hinder effective communication. By maintaining a professional distance and understanding that the caller's behavior may stem from their crisis situation rather than any fault of the responder's, the individual on the other end can better navigate the conversation. This detachment enables responders to think critically, take appropriate action, and support the caller more effectively, as they can concentrate on resolving the issue instead of getting caught up in their own emotional reactions. In the context of a crisis, this principle is essential for effective management and resolution of the situation.