How to Help a Caller through a Panic Attack
Panic attacks are when a person finds themselves feeling intensely fearful, like they are faced with a fight-or-flight situation. This may be due to anxiety. Panic attacks may come with a sense of terror or dread, shortness of breath, rapid heartbeat, dizziness or shaking. They can be so intense that the person may believe they are going to die or feel like a heart attack. They can drain a person’s energy and leave them feeling spent when they get through them and can be dreaded for fear of public embarrassment should they happen while one is out.
If you find yourself on the phone with someone who is experiencing a panic attack, the first thing to do is to keep calm and stay on the line. Ask what the cause of the panic is to help them take a step back and look at it and ask whether they’ve had panic attacks before. Reassure them that you are there with them. The worst of a panic attack is usually over within about 10 minutes (https://adaa.org/understanding-anxiety/panic-disorder-agoraphobia/symptoms). Do not assume what they need, ask them. If they have had attacks before, ask them if they have been given medicine for it, then ask them if they take it while it is happening, and if so whether they have done so.
Ask if talking to them helps. Speak simply and empathetically if it does, try to keep a positive conversation going that helps them ride it out. Remind them that "you can get through this," or "I'm proud of you, you're doing a good job." If they have had panic attacks before and gotten through them, remind them of this, that it will pass. Do not say things like "just calm down," or "you're overreacting." You do not want to shame the person or minimize what they are feeling.
If the person has had panic attacks before, they may have their own coping mechanisms. Some things to ask are “does focusing on your breathing help you?” or “do you use an object to ground yourself during them?” Finding a quiet place and sitting down is a good suggestion to make. If symptoms continue to worsen, if there is tightness in the chest accompanied by nausea and vomiting the person may need immediate help. If they ask you to dial 911 do so, otherwise advise them to hang up and dial 911.