Final answer:
The most effective technique to calm a highly emotional caller is active listening. This involves being open and respectful, asking open-ended questions, restating the caller's points for clarity, and focusing on solving the problem at hand.
Step-by-step explanation:
To calm a highly emotional caller, the technique of active listening is recommended. This involves choosing your words carefully to avoid escalating the situation and staying calm to thoroughly listen to the caller's concerns. Rather than suggesting you are right and they are wrong, it's important to remain open and respectful, showing that you are interested in the caller's viewpoint by asking open-ended questions. Furthermore, it's beneficial to restate what you heard from the person, affirming that you are listening and seeking to understand, while also clarifying any potential misunderstandings. The focus should always be on solving the problem, not assigning blame. If resolution is not achievable, the next step may be to consult with a supervisor or HR department.