One of the first things that comes to mind is language barriers
One of the very first things that comes to mind is language barriers. [...] If you are a secretary, staff member or someone who receives reports, my advice is to be patient and to speak slowly and clearly. If they are having trouble understanding you, keep in mind that they have just gone through a traumatic experience [...]. They may be terrified or angry. I have seen people in customer service and even health care services get frustrated with people who have a language barrier. I think this is a little bit inappropriate [...]. You are providing a service, and you have to realize there is frustration from this trauma. So, being patient and calm, speaking slowly and clearly, and repeating things sometimes are all important skills or requirements.