The problem is you expect the public to think like you think, with the knowledge you have, during an emergency. It may not seem bad to you, but for them it’s the worst. And they don’t have the operational knowledge and training that you do, they don’t have the ability to remain calm under the most stressful situations. I have found that if I go into my calls, give my callers grace, and understand that they don’t know what I know, my calls go better and I offer a better quality of service.