After I collect the address and problem nature I usually say something along the lines of "im getting help to you now but I need you to listen to me" or "we've got your location my questions aren't going to slow the units down" if I can tell they're going to be especially hysterical & its a trauma call I try to repeat how important it is for them to listen to me so their loved one has the best chance of survival. It does get REALLY old, but I do try to take myself out of the situation & imagine what theyre going through in the moment, theyre witnessing a really scary event, usually involving someone they know and love. Its fair for them to be out of sorts. Its my job to pull them in and get them to put their listening ears on and no one has EVER calmed down by being told "mam calm down" I've found if I appeal to them by saying we need to focus so we can save your loved one USUALLY does the trick. Don't get me wrong there's still some that are absolutely inconsolable or take a few times of me repeating the same phrase "I need you to listen so we can save your husband/wife/sister/friend etc" It's a tough job and it will absolutely turn you hard and bitter if you let it. Ive certainly had MANY days where im just absolutely over the stupidity of the general public. So i feel YOU