Calmness is crucial for anyone in a triage situation. You have to be able to make correct decisions under pressure. In my experience most large outages are caus

Calmness is crucial for anyone in a triage situation. You have to be able to make correct decisions under pressure. In my experience most large outages are caused by a panicked response to a small outage. Additionally it's important for many other reasons. If you seem outwardly anxious or worried it will magnify the fears of those depending on you. If the expert is worried, then people who depend on the expert will be hysterical.