APCO Public Safety Telecommunicator
T or F
Emergency calls can come in on any line? - ✔✔TRUE
T or F
Attempt to provide the caller with alternatives, suggest other options, but never give legal advice.
- ✔✔TRUE
The most important information we need to obtain from the caller is ______ since no other
information will be helpful without the ________. - ✔✔Location, location
The acronym ______ is used to obtain information on vehicles. - ✔✔Cymbals
Verify the ______ before ending the call to make sure you have the correct information. -
✔✔Address
An accurate description of ______ is critical information for response units. - ✔✔Weapons
Record facts as they are received. Never rely on ______. - ✔✔Memory
, A technique to calm a hysterical caller is ________. - ✔✔Persistent Repetition
Good ______ means treating callers with diligence, consideration and respect. - ✔✔Customer
Service
Sending brief messages such as "oh I see", "of course" ... are examples of ______
communications. - ✔✔Non-verbal
A question that cannot be answered "yes" or "no" is a/an ________ - ✔✔Open Ended Question
_______ is a brief restatement of the sender's main points in your own words. - ✔✔Paraphrasing
________ are based on assumptions. - ✔✔Inference
___________ are based on facts. - ✔✔Observations
________ is repeating in a short declarative statement the emotions or feelings the sender is
communicating. - ✔✔Reflective Feelings
The 5 components of the communications cycle are: - ✔✔a. Sender
b. Receiver
T or F
Emergency calls can come in on any line? - ✔✔TRUE
T or F
Attempt to provide the caller with alternatives, suggest other options, but never give legal advice.
- ✔✔TRUE
The most important information we need to obtain from the caller is ______ since no other
information will be helpful without the ________. - ✔✔Location, location
The acronym ______ is used to obtain information on vehicles. - ✔✔Cymbals
Verify the ______ before ending the call to make sure you have the correct information. -
✔✔Address
An accurate description of ______ is critical information for response units. - ✔✔Weapons
Record facts as they are received. Never rely on ______. - ✔✔Memory
, A technique to calm a hysterical caller is ________. - ✔✔Persistent Repetition
Good ______ means treating callers with diligence, consideration and respect. - ✔✔Customer
Service
Sending brief messages such as "oh I see", "of course" ... are examples of ______
communications. - ✔✔Non-verbal
A question that cannot be answered "yes" or "no" is a/an ________ - ✔✔Open Ended Question
_______ is a brief restatement of the sender's main points in your own words. - ✔✔Paraphrasing
________ are based on assumptions. - ✔✔Inference
___________ are based on facts. - ✔✔Observations
________ is repeating in a short declarative statement the emotions or feelings the sender is
communicating. - ✔✔Reflective Feelings
The 5 components of the communications cycle are: - ✔✔a. Sender
b. Receiver
