Human styles of communication and hard communication systems are explained, and the difficulties encountered in the integration of the two are examined. Practical methods are introduced to improve communication skills. Information that identifies an incident as an emergency is included. Principles of transactional analysis are used to explain why a person tends to select a particular communication mode. Further, how the communication mode affects the entire communications system is considered. The diagnosis of others' communication modes is discussed, and suggestions are offered for the operator to use in response to these various communication modes. In focusing on communicating with victims, various types of victims and the intensity of their trauma are differentiated. An explanation is also given for the social conditioning that tends to introduce blame when communicating with the victim. Behaviors supportive of a successful resolution of a crisis are contrasted with behaviors that tend to perpetuate the chaos. Particular attention is given to the handling of callers contemplating suicide, child callers, elderly callers, and intoxicated callers needing police assistance. The effects on the operator of the inevitable anxiety accompanying the demands and time constraints of the job are discussed. Suggestions for role play to illustrate principles and learn skills are provided throughout the text. Eleven bibliographic listings and a subject index are provided. (Author summary modified)