Which of the following actions aids in establishing rapport with a distressed caller?

Listening actively and validating feelings is a fundamental action in building rapport with a distressed caller. When a caller is in distress, they often feel overwhelmed and may perceive that their emotions are not understood or appreciated. Active listening involves fully engaging with what the caller is saying, making appropriate verbal and nonverbal responses, and reflecting back on their feelings to show that you recognize their emotional state. This not only helps the individual feel heard but also fosters trust between the caller and the responder.

Validating feelings reassures the caller that their emotions are legitimate and that it is okay to feel as they do. This acknowledgment can significantly ease tension, allowing the caller to feel more comfortable expressing themselves, which is essential for an effective crisis intervention. Establishing such a supportive and understanding relationship is crucial for helping the individual work through their distress and guiding them toward resolution or coping strategies.

In contrast, asking direct questions immediately may come off as interrogative and dismissive of the caller's emotional state. Offering solutions without listening invalidates the caller's experiences and can make them feel even more isolated. Rushing through the conversation can create an impression of disinterest, making it difficult to build a meaningful connection and understand the caller's needs.