Calm the scene before units arrive. Learn practical, on-the-phone techniques that work under pressure. You’ll practice: Using the caller’s first name to build instant connection A brief, stern interrupt to stop chaos—then back to steady coaching Never saying “Calm down” (replace with breathing + task) One-step commands, yes/no extraction, one-voice rule, hazard stops Self-regulation: quick breathing patterns to steady your voice What’s inside: interactive scenarios, drag-and-drops, printable job aid, final quiz, and a certificate (1.5 CE hours).