Which of the following behaviors should an Emergency Medical Dispatcher exhibit when interacting with hostile callers?

Maintaining a passive approach can be a beneficial strategy when interacting with hostile callers because it allows the Emergency Medical Dispatcher (EMD) to remain calm and collected in a high-pressure situation. This approach involves listening to the caller's concerns without escalating the situation, which can help to de-escalate the hostility. By responding in a non-confrontational manner, the EMD is better positioned to gather necessary information and provide assistance effectively.

In tense conversations, being passive does not mean being unresponsive; rather, it involves employing verbal and non-verbal cues that convey understanding and patience. This can help to diffuse anger and frustration, allowing the dispatcher to establish a rapport, which is crucial in emergency situations.

The other options would likely lead to further escalation of the situation. Reacting aggressively could provoke the caller even more and hinder communication, while ignoring their frustrations could be perceived as dismissive, potentially worsening the caller's state. Terminating the call would prevent the dispatcher from providing assistance and would deny the caller the help they may urgently need.