EMD Exam Questions and Answers 100% Pass

EMD Exam Questions and Answers 100% Pass TRUE - Answer- ANI/ALI INFORMATION SHOULD ALWAYS BE VERIFIED TO ENDURE ACCURACY. TRUE/FALSE TRUE - Answer- WHEN CALLING FOR HELP, THE CALLER MAY HEAR MORE RING TONES THAN THE CALL TAKER. TRUE/FALSE RATE - Answer- IN EFFECTIVE TELECOMMUNICATION, ________ IS MORE IMPORTANT THAN VOLUME. VOLUME - Answer- IN EFFECTIVE TELECOMMUNICATION, RATE IS MORE IMPORTANT THAN __________.. FALSE - Answer- WHEN WORKING WITH A CALLER WITH MENTAL ILLNESS WHO IS SUFFERING FROM HALLUCINATIONS OR DELUSIONS YOU SHOULD CHALLENGE FALSE ASSERTIONS OR BELIEFS. TRUE/FALSE FALSE - Answer- WHEN WORKING WITH A CALLER WITH MENTAL ILLNESS WHO IS SUFFERING FROM HALLUCINATIONS OR DELUSIONS YOU SHOULD GO ALONG WITH FALSE ASSERTIONS OR BELIEFS. TRUE/FALSE TRUE - Answer- WHEN WORKING WITH A CALLER WITH MENTAL ILLNESS WHO IS SUFFERING FROM HALLUCINATIONS OR DELUSIONS YOU SHOULD INFORM THE CALLER YOU SEE THINGS DIFFERENTLY AND ACKNOWLEDGE THE FACT THAT PEOPLE HAVE THE RIGHT TO SEE THINGS IN THEIR OWN WAY. VIDEO RELAY - Answer- ALLOWS SPEECH AND HEARING IMPAIRED CALLERS TO COMMUNICATE WITH CALLTAKERS BY SIGNING THEIR MESSAGES TO AN INTERPRETER. VOICE CARRYOVER - Answer- ALLOWS HEARING IMPAIRED CALLERS TO SPEAK TO CALLTAKERS AND RECEIVE TTY/TDD ANSWERS FROMM THE CALLTALER. HEARING CARRYOVER - Answer- ALLOWS SPEECH IMPAIRED CALLERS TO USE TTY/TDD TO TEXT CALLTAKERS AND HEAR THE CALLTATKER'S ANSWERS. MY LANGUAGE - Answer- TO EFFECTIVELY WORK WITH FOREIGN-LANGUAGE CALLERS YOU AS A CALL TAKER MUST DETERMINE - DOES THE FOREIGN- LANGUAGE CALLER KNOW ENOUGH OF __ ________ TO COMMUNICATE? FOREIGN LANGUAGE - Answer- TO EFFECTIVELY WORK WITH FOREIGN- LANGUAGE CALLERS YOU HAVE TO KNOW HOW TO OBTAIN _______ ________ SUPPORT. INITIAL RESPONSE - Answer- TO EFFECTIVELY WORK WITH FOREIGN- LANGUAGE CALLERS THE CALLTAKER MUST KNOW WHEN THEY SHOULD SEND AN _______ ________. AN ADULT - Answer- WHEN WORKING WITH A CHILD CALLER, YOU SHOULD ASK TO SPEAK TO __ _____ WHEN NECESSARY. CHILD'S LEVEL - Answer- WHEN WORKING WITH A CHILD CALLER, YOU SHOULD , YOU MUST GET TO THE _______ _____. ADDRESS CALLBACK NUMBER - Answer- WHEN WORKING WITH A CHILD CALLER, YOU MUST GET THE CORRECT _______ AND ________ ______. STAY ON THE PHONE - Answer- WHEN WORKING WITH A CHILD CALLER, YOU MUST TELL THE CHILD TO ____ __ ___ _____. INTENDED MESSAGE - Answer- EFFECTIVE LISTENING IS MORE THAN JUST HEARING; IT IS INTERPRETING THE ________ _______ CORRECTLY. 1 - Answer- EMOTIONAL CONTENT AND COOPERATION SCORE IS BROKEN INTO FIVE LEVELS NORMAL CONVERSATIONAL SPEECH IS LEVEL ? 2 - Answer- EMOTIONAL CONTENT AND COOPERATION SCORE IS BROKEN INTO FIVE LEVELS ANXIOUS BUT COOPERATIVE IS LEVEL? 3 - Answer- EMOTIONAL CONTENT AND COOPERATION SCORE IS BROKEN INTO FIVE LEVELS MODERATELY UPSET IS LEVEL? 4 - Answer- EMOTIONAL CONTENT AND COOPERATION SCORE IS BROKEN INTO FIVE LEVELS UNCOOPERATIVE, NOT LISTENING, YELLING IS LEVEL? 5 - Answer- EMOTIONAL CONTENT AND COOPERATION SCORE IS BROKEN INTO FIVE LEVELS UNCONTROLLABLE, HYSTERICAL IS LEVEL? HYSTERICAL THRESHOLD - Answer- THE POINT AT WHICH A CALLER LOSES CONTROL OVER HIS OR HER ACTIONS AND EMOTIONS IS THE __________ _________. GAPS - Answer- WHEN DEALING WITH EXCITED CALLERS, SILENCE CAN BE UPSETTING. PROTOCOL COMPLIANCE IS THE BEST WAY TO MINIMIZE CALL PROCESSING ____. MESSAGE DELIVERED - Answer- WHEN DEALING WITH EXCITED CALLERS, THE CALLTAKER SHOULD FOCUS ON THE CALLER'S ______ AND NOT THE WAY IT IS _________. EMPATHY - Answer- _______ IS THE ABILITY TO FEEL AND REFLECT WHAT ANOTHER PERSON IS FEELING. EMPATHY - Answer- A CALLER REPORTING A BAD WRECK DOES NOT NEED A CALLTAKER TO FEEL SORRY FOR THEM. THEY