With increased attention on behavioral health callers, emergency call takers need better preparation for interacting with callers exhibiting a mental or behavioral health breakdowns. In this session we first identify unique challenges when interacting with a caller in mental distress. Then participants will take part in an interactive training session on speaking with callers exhibiting behavioral and mental health episodes such as a experiencing PTSD, a caller preparing to jump, and a third-party caller phoning about a loved on. By the end of the session, participants will learn the importance of self-regulation, how to identify language practices that shape outcomes, and ways of using your own calls to find best practices for future in-house training.