APCO TEST STUDY GUIDE
List the combined verbal and nonverbal elements that communicate to the telecommunicator the
situation being reported - ✔✔
Comfortable tone
Encourages conversation
Demonstrates interest
Signals understanding
Message format
List and describe the six components of the communications cycle - ✔✔
The sender: the person who initiates the conversation
Receiver: The target of the conversation. Can be a person or group.
Message: THe idea/purpose of the conversation
Medium: The form in which the message is transferred between the sender and receiver.
Context: The situation in which the exchange takes place, this includes the relationship between
the sender and receiver.
Feedback: The response from the receiver to the sender as perceived by the receiver
Define active listening - ✔✔Showing interest and understanding in the conversation through a
means of physical and verbal cues
,Define open-ended questions and give an example - ✔✔Questions that require a response
beyond a "yes" or "no" forcing the receiver to provide more information. Ex: "How did this
happen?"
Define "in progress" calls. - ✔✔Those with an imminent threat to life or property and require an
immediate dispatch
Define "just occurred" calls. - ✔✔There is no immediate threat to life or property
Define "delayed" calls. - ✔✔When the time of occurrence is unknown and the incident requires a
report or investigation
Define "abduction/kidnapping" - ✔✔The forcible taking of a person or persons against their will,
sometimes with the goal of demanding a ransom or other type of compensation for their return.
Explain what the word telematics refers to - ✔✔The technology and industry involved in
delivering location based services to consumer driven vehicles.
Explain the AMBER Alert system and how it works. - ✔✔A nationwide system that is organized
under state or regional plans for the purpose of assisting in the recovery of abducted or
endangered children. It uses the Emergency Alert System (EAS) to broadcast a description of the
,missing child and the suspected abductor throughout the affected community and neighbouring
areas.
Define paraphrasing and give an example. - ✔✔A short restatement of a previous statement
showing understanding. Ex: Sender: "He has a gun!" Receiver: "So you say he has a gun?"
Define reflecting feelings and give an example. - ✔✔A short statement restating the feelings or
emotions of the sender. Ex: "I understand that you're feeling scared"
List the common traps that may prevent or discourage active listening. - ✔✔Conversation
overload
Personal preoccupation
Rate of thought
Noise
Assumptions
Explain why it is important that telecommunicators use clear speech and proper diction. - ✔✔It
allows for a better understanding of the situation for both the receiver and the sender.
Explain the difference between an observation and an inference. - ✔✔An observation is the act
of recording true facts and events whilst an inference is the coming to a conclusion based on
something known or assumed.
, Describe how a telecommunicator can provide good customer service. - ✔✔Focussing on the
caller, receiving the call, being approachable, expressing empathy, being responsive, being
friendly, flexible, reliable, and fast.
List the technologies telematics integrates - ✔✔Emergency key press , automatic crash
notification calls and vehicle location assistance.
Describe the important dispatch factors for motor vehicle accidents/wrecks - ✔✔Apparent
injuries, the presence of flames, smoke visible or fuel spill, and if anyone is trapped or pinned
inside the vehicle.
Define "hit and run" - ✔✔Motor vehicle accidents where at least one party has left the scene
Describe the difference between an assault and a battery - ✔✔An assault typically does not
involve any physical contact, while battery infers some type of physical contact has occurred
State how the telecommunicator should record the wording of a bomb threat - ✔✔Record the
EXACT wording of the threat
Explain the difference between a burglary and a robbery - ✔✔Burglary is the entry into a
building and the commission of a crime inside, robbery is the taking of property with force or
threat of force
List the combined verbal and nonverbal elements that communicate to the telecommunicator the
situation being reported - ✔✔
Comfortable tone
Encourages conversation
Demonstrates interest
Signals understanding
Message format
List and describe the six components of the communications cycle - ✔✔
The sender: the person who initiates the conversation
Receiver: The target of the conversation. Can be a person or group.
Message: THe idea/purpose of the conversation
Medium: The form in which the message is transferred between the sender and receiver.
Context: The situation in which the exchange takes place, this includes the relationship between
the sender and receiver.
Feedback: The response from the receiver to the sender as perceived by the receiver
Define active listening - ✔✔Showing interest and understanding in the conversation through a
means of physical and verbal cues
,Define open-ended questions and give an example - ✔✔Questions that require a response
beyond a "yes" or "no" forcing the receiver to provide more information. Ex: "How did this
happen?"
Define "in progress" calls. - ✔✔Those with an imminent threat to life or property and require an
immediate dispatch
Define "just occurred" calls. - ✔✔There is no immediate threat to life or property
Define "delayed" calls. - ✔✔When the time of occurrence is unknown and the incident requires a
report or investigation
Define "abduction/kidnapping" - ✔✔The forcible taking of a person or persons against their will,
sometimes with the goal of demanding a ransom or other type of compensation for their return.
Explain what the word telematics refers to - ✔✔The technology and industry involved in
delivering location based services to consumer driven vehicles.
Explain the AMBER Alert system and how it works. - ✔✔A nationwide system that is organized
under state or regional plans for the purpose of assisting in the recovery of abducted or
endangered children. It uses the Emergency Alert System (EAS) to broadcast a description of the
,missing child and the suspected abductor throughout the affected community and neighbouring
areas.
Define paraphrasing and give an example. - ✔✔A short restatement of a previous statement
showing understanding. Ex: Sender: "He has a gun!" Receiver: "So you say he has a gun?"
Define reflecting feelings and give an example. - ✔✔A short statement restating the feelings or
emotions of the sender. Ex: "I understand that you're feeling scared"
List the common traps that may prevent or discourage active listening. - ✔✔Conversation
overload
Personal preoccupation
Rate of thought
Noise
Assumptions
Explain why it is important that telecommunicators use clear speech and proper diction. - ✔✔It
allows for a better understanding of the situation for both the receiver and the sender.
Explain the difference between an observation and an inference. - ✔✔An observation is the act
of recording true facts and events whilst an inference is the coming to a conclusion based on
something known or assumed.
, Describe how a telecommunicator can provide good customer service. - ✔✔Focussing on the
caller, receiving the call, being approachable, expressing empathy, being responsive, being
friendly, flexible, reliable, and fast.
List the technologies telematics integrates - ✔✔Emergency key press , automatic crash
notification calls and vehicle location assistance.
Describe the important dispatch factors for motor vehicle accidents/wrecks - ✔✔Apparent
injuries, the presence of flames, smoke visible or fuel spill, and if anyone is trapped or pinned
inside the vehicle.
Define "hit and run" - ✔✔Motor vehicle accidents where at least one party has left the scene
Describe the difference between an assault and a battery - ✔✔An assault typically does not
involve any physical contact, while battery infers some type of physical contact has occurred
State how the telecommunicator should record the wording of a bomb threat - ✔✔Record the
EXACT wording of the threat
Explain the difference between a burglary and a robbery - ✔✔Burglary is the entry into a
building and the commission of a crime inside, robbery is the taking of property with force or
threat of force
