In an emergency, sympathy just makes a lot of people breakdown. Logic and repressed emotion will save lives.
It’s important for cool heads to extract information quickly so rescue can take the proper steps.
A sobbing breakdown by a victim can happen once they are safe.
Isn’t that just common sense?
Actually, I have worked with panicking patients. A touch of the hand, a calm voice, stopping in the chaos that is going on around them for just that moment is much more successful than what this operator did.
The biggest mistake that escalated the panic the girl was experiencing is: we will send a car when we get one free. Really? Even if that is the situation/reality, never tell the caller that. If I was panicking for my life, that would send me over the edge.