Dealing with difficult people just goes with the territory in emergency response. Events that precipitate a 911 call often do not bring out the best in people. Every firefighter has had to deal with the obnoxious drunk at closing time, the angry person with mental health issues, or the entitled person who demands to know: why did this happen to me?
All emergency responders have slightly different ways of dealing with such people. Some firefighters get a bit rattled, others may fall back on an authoritarian presence. Some emergency responders get angry and may even respond in a way that is not professionally appropriate.
And then there are those emergency responders who just seem to naturally rise above the demanding or abusive person. They maintain control of themselves and the incident, often under very difficult conditions.