OUTEC - Online Universal
Telecommunication Essentials Course
v1.0
Use of casual terms such as "dear" or "honey" toward callers is recommended by the IAED
as a good way to create a more personal interaction. - ANSfalse
When a caller is having difficulty understanding you over the phone, speaking slower is
generally more helpful than speaking louder. - ANStrue
________________ is a technique for communicating with hearing-impaired callers who can
speak. The caller uses their voice to speak directly to the Emergency Dispatcher, who then
uses a TTY to type a message back to the caller. - ANSVoice carryover
The best definition for 'wake-effect collision' from the following is: - ANSa traffic accident
caused by the passage of an emergency vehicle that does NOT directly involve (hit) the
emergency vehicle.
In a random case review: - ANSevery call in the database has an equal chance of being
selected without bias or pattern.
Most emergency callers are uncooperative or hysterical. - ANSfalse
Public safety agencies that fail to take appropriate remedial action against employees who
demonstrate poor performance may be found liable for the employee's inappropriate actions
based on the legal concept of: - ANSnegligent retention
Which of the following is the best definition for 'repetitive persistence?' - ANSA calming
technique in which the Emergency Dispatcher repeats a phrase verbatim using a firm but
caring tone. The phrase should contain both an action and a reason for the action.
______________ technologies give communication centers the ability to receive text, data,
images, and video in addition to traditional voice information. - ANSNext Generation 9-1-1
(NG9-1-1)
The International Academies of Emergency Dispatch recommends that Emergency
Dispatchers verify the address and callback number by repeating the information to the
caller. - ANSfalse
An Emotional Content and Cooperation Score (ECCS) of 2 indicates that the caller: - ANSis
anxious and demonstrating concern, but is cooperative.
Telecommunication Essentials Course
v1.0
Use of casual terms such as "dear" or "honey" toward callers is recommended by the IAED
as a good way to create a more personal interaction. - ANSfalse
When a caller is having difficulty understanding you over the phone, speaking slower is
generally more helpful than speaking louder. - ANStrue
________________ is a technique for communicating with hearing-impaired callers who can
speak. The caller uses their voice to speak directly to the Emergency Dispatcher, who then
uses a TTY to type a message back to the caller. - ANSVoice carryover
The best definition for 'wake-effect collision' from the following is: - ANSa traffic accident
caused by the passage of an emergency vehicle that does NOT directly involve (hit) the
emergency vehicle.
In a random case review: - ANSevery call in the database has an equal chance of being
selected without bias or pattern.
Most emergency callers are uncooperative or hysterical. - ANSfalse
Public safety agencies that fail to take appropriate remedial action against employees who
demonstrate poor performance may be found liable for the employee's inappropriate actions
based on the legal concept of: - ANSnegligent retention
Which of the following is the best definition for 'repetitive persistence?' - ANSA calming
technique in which the Emergency Dispatcher repeats a phrase verbatim using a firm but
caring tone. The phrase should contain both an action and a reason for the action.
______________ technologies give communication centers the ability to receive text, data,
images, and video in addition to traditional voice information. - ANSNext Generation 9-1-1
(NG9-1-1)
The International Academies of Emergency Dispatch recommends that Emergency
Dispatchers verify the address and callback number by repeating the information to the
caller. - ANSfalse
An Emotional Content and Cooperation Score (ECCS) of 2 indicates that the caller: - ANSis
anxious and demonstrating concern, but is cooperative.
