Which strategy can help mitigate the risks of emotional escalation during a call?

Active listening and empathy are vital strategies for mitigating the risks of emotional escalation during a call because they demonstrate understanding and validation of the caller's feelings. When a caller feels heard and understood, it can significantly reduce their frustration or anxiety, helping to calm the situation.

Active listening involves giving full attention to the caller, acknowledging their concerns, and providing feedback to ensure they feel appreciated and understood. This approach not only builds rapport but also establishes a connection that can lead to more constructive conversations. Empathy takes this a step further by allowing the caller to sense that the representative truly cares about their situation, fostering a supportive environment that can alleviate tension.

In contrast, the other options may not effectively address the emotional needs of the caller. Frequent humor can sometimes backfire, as the caller may perceive it as dismissive. Confronting the caller directly can escalate emotions, leading to further conflict. Immediately offering other options without fully understanding the caller's needs can feel insincere and may not resolve their concerns. Therefore, employing active listening and empathy remains the most constructive strategy in managing potential emotional escalation.