NC BLET LE Communication & Information Systems Questions and Answers Already Graded A

NC BLET LE Communication & Information Systems Questions and Answers Already Graded A Every caller, whether emergency or non-emergency must be viewed as a ? Customer Dealing with people over the telephone becomes a serious exchange; the object is to _______ & _______ Protect and serve telephone etiquette Set of skills and attitudes used when answering the phone that allows the assistant to sound alert, interested, and concerned. Flexibility dealing with a variety of people from many different backgrounds and needs will take a lot of skill and practice Empathy NOT SYMPATHY Understanding and the ability to openly perceive the callers need- NOT to share in his emotions Professionalism Just because your in a field that is identified as professional doesn't mean you are automatically qualified as a professional You (WE) represent _____________ to the caller? HELP First impressions (just something to remember) Discard you: judgement opinions biases prejudices The first consideration should always be how ________ you answer the telephone. quickly 3 essential parts of an emergency call Location call type call back number the 5 W's Who, What, When, Where, Weapon Where (5 Ws) Location of the incident and caller are ALWAYS the first question What (5 Ws) to classify or prioritize a call its necessary to understand all aspects of the call -determine potential severity. When (5 Ws) Priority assignment is often directly related to when a call has occurred -NEVER assume when, always ask. Who (5 Ws) Caller info is usually needed except when multiple calls are being reported (ex mass shooting) -personal information -descripition -pas histories -relationship Weapons (5 Ws) ALWAYS ASK ABOUT WEAPONS type, availability etc RULE number 1-3 (important) DONT TAKE IT PERSONALLY Persistent Repetition useful in breaking through the callers hysterical threshold -repeat same question -same words -same tone of voice How far do you hold your microphone away from your mouth 1-2 inches How do you hold the microphone? Slanted towards the face at a 30-45 degree angle should you shout when communicating over radio? No ABCs (3) Accuracy, Brevity, Clarity Accuracy make sure the information you broadcast is correct, be exact in location, description etc. Brevity make all conversations short but complete, proper codes and clear speech Clarity clear distinct voice DONT mumble, talk low, or high pitched 2 phonetic alphabets International & Police When using police ABCs you must never use "made up" words never substitute words use proper ABC and spelling 24 hr time Beings at midnight being 0000 hours what would 4:30 be in 24 hour time 1630 hours "10" means (in ten codes) an alert that a message is to follow what is the number after 10 in ten codes? the message Front end clipping talking before the mike is keyed Rear end clipping unkeying the mike before you are through talking three parts of a boradcast Preamble Text Authority Physical description should be _______ TO ______ head to toe Clothing description should be _________ TO __________ AND ________/______ head to toe and inside/out CYMBAL (Vehicle Description) C: Color Y: Year M: Make B: Body A: All other physical descriptions L: License When transporting a person of the opposite sex you should: give mileage where you are going who you have with you A Adam B BOY C CHARLES D DAVID E EDWARD F FRANK G GEORGE H HENERY I IDA J JOHN K KING L LINCOLN M MARY N NORA O OCEAN P PAUL Q QUEEN R ROBERT S SAM T TOM U UNION V VICTOR W WILLIAM X XRAY Y YOUNG Z ZEBRA