A similar technique for handling pranksters and silent callers is to
a. Wonder whether it is difficult to say what they really need so they make prank calls or say nothing.
b. Hang up if they don't respond in one minute.
c. Ask them if they are on drugs or are having a psychotic break.
d. None of the above is a good response to these two types of difficult callers.
Question 2
Of several techniques for handling severely disturbed callers, which is not appropriate?
a. slow them down.
b. determine if they are on any medication.
c. avoid placating or sympathizing.
d. go along with delusions, to calm them down and gain their trust.
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