APCO PST1 STUDY GUIDE QUESTIONS
WITH CORRECT ANSWERS
The three primary disciplines of public safety communications are
law
enforcement communications, fire service communications and
emergency management communications. Correct Answer
FALSE
The term "vital services" defines the primary functions or tasks of
public
safety communications systems. Correct Answer TRUE
The vital services of a public safety communications system are
to
provide communication between the PSAP and: Correct Answer
The public, agency personnel, and other agencies
A process for supplying supplemental personnel, equipment or
other
resources to assist other agencies in time of need is referred to
as: Correct Answer Mutual Aid
A policy is a guide to action and a procedure is a guide to
thinking. Correct Answer FALSE
The six components of the communications cycle are: Correct
Answer Sender, receiver
Demonstrating an interest and understanding in what is being
said by
staying focused, asking questions, listening for the main point and
, listening for the rationale behind what is being said is the
definition of: Correct Answer Active Listening
Physically signaling that you are listening is applying the listening
technique of: Correct Answer B. Nonverbal attending
Because the telecommunicator cannot see callers on the phone,
nonverbal communication plays no part in handling public safety
calls for
service. Correct Answer FALSE
A question that cannot be answered "yes" or "no" is referred to as
an
open-ended question. Correct Answer TRUE
Repeating in a short declarative statement the emotions or
feelings the
speaker is communicating is applying the active listening
technique of
paraphrasing. Correct Answer FALSE
An observation is based on assumptions and an inference is
based on
facts. Correct Answer FALSE
As part of customer service, callers expect to talk to a
professional, be
treated with courtesy and speak to a person who can solve their
problem. Correct Answer TRUE
Quality Assurance programs in the PSAP include actions taken to
ensure that standards and procedures are met and followed.
Correct Answer TRUE
WITH CORRECT ANSWERS
The three primary disciplines of public safety communications are
law
enforcement communications, fire service communications and
emergency management communications. Correct Answer
FALSE
The term "vital services" defines the primary functions or tasks of
public
safety communications systems. Correct Answer TRUE
The vital services of a public safety communications system are
to
provide communication between the PSAP and: Correct Answer
The public, agency personnel, and other agencies
A process for supplying supplemental personnel, equipment or
other
resources to assist other agencies in time of need is referred to
as: Correct Answer Mutual Aid
A policy is a guide to action and a procedure is a guide to
thinking. Correct Answer FALSE
The six components of the communications cycle are: Correct
Answer Sender, receiver
Demonstrating an interest and understanding in what is being
said by
staying focused, asking questions, listening for the main point and
, listening for the rationale behind what is being said is the
definition of: Correct Answer Active Listening
Physically signaling that you are listening is applying the listening
technique of: Correct Answer B. Nonverbal attending
Because the telecommunicator cannot see callers on the phone,
nonverbal communication plays no part in handling public safety
calls for
service. Correct Answer FALSE
A question that cannot be answered "yes" or "no" is referred to as
an
open-ended question. Correct Answer TRUE
Repeating in a short declarative statement the emotions or
feelings the
speaker is communicating is applying the active listening
technique of
paraphrasing. Correct Answer FALSE
An observation is based on assumptions and an inference is
based on
facts. Correct Answer FALSE
As part of customer service, callers expect to talk to a
professional, be
treated with courtesy and speak to a person who can solve their
problem. Correct Answer TRUE
Quality Assurance programs in the PSAP include actions taken to
ensure that standards and procedures are met and followed.
Correct Answer TRUE
