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APCO FINAL EXAM QUESTIONS/final latest/study guide verified 100%APCO FINAL EXAM QUESTIONS/final latest/study guide verified 100% T/F: The term "PSAP" stands for Public Safety Access Point. - correct answers-False T/F: Professionalism is defined by who you are, what you do, and how others perceive you. - correct answers-True T/F: Ethics involves an individual's personal, professional, and organization rules of conduct. - correct answers-True T/F: The three primary fields of public safety communications are law enforcement communications, fire service communications, and emergency management communications. - correct answers-False T/F: The term "vital statistics" defines the primary functions or tasks of public safety communications systems. - correct answers-True T/F: Computer-Aided Dispatch (CAD) systems, maps, and the Internet are examples of PSAP informational sources. - correct answers-True T/F: A policy is a guide to action and a procedure is a guide to thinking. - correct answers-False The operational relationship between telecommunicators, supervisors, and managers is defined by the PSAP's? - correct answers-Chain of Command The vital services of a public safety communications system are to provide the communications between the PSAP and? - correct answers-The public, agency personnel, other agencies, and support services A process for supplying supplemental personnel, equipment, or other resources to assist other agencies in time of need is referred to as? - correct answers-Mutual Aid T/F: Quality Assurance programs in the PSAP include actions taken to ensure that standards and procedures are met and followed. - correct answers-True T/F: A question that can't be answered "yes" or "no" is referred to as an open-ended question. - correct answers-True T/F: Because the telecommunicator cannot see callers on the phone, nonverbal communication plays no part in handling public safety calls for service. - correct answers-False T/F: Repeating in a short declarative statement the emotions or feelings the speaker is communicating is applying the active listening technique of paraphrasing. - correct answers-False T/F: An observation is based on assumptions and an inference is based on facts. - correct answers-False T/F: As part of customer service, callers expect to talk to a professional, be treated with courtesy, and speak to a person that can solve their problem. - correct answers-True The six components of the communications cycle are: - correct answers-Sender, receiver, context, message, medium, and feedback. Demonstrating an interest and understanding in what is being said by staying focused, asking questions, and listening for the main point and rationale behind what is being said is the definitions of: - correct answers-Active listening Physically signaling that you are listening is applying the listening technique of: - correct answers-Non-verbal attending The average individual speaks at a rate of approximately how many words per minute (WPM)? - correct answers-150 T/F: Emergency calls can only come in on emergency lines. - correct answers-False T/F: Giving legal advice and/or personal opinions to callers is part of a telecommunicator's job. - correct answers-False T/F: An accurate description of weapons is critical information for response units. - correct answers-True T/F: Relying on memory during information gathering is a good way to get all the details. - correct answers-False T/F: Guidecards provide questions for telecommunicators to use for obtaining pertinent information, analyzing incidents, and determining response level. - correct answers-True Always preface holds with: - correct answers-A brief statement explaining the reason for the hold. If a telecommunicator can only get one piece of information from a caller, is should be: - correct answers-Where Persistently asking for the same information without changing the words spoken is: - correct answers-APCO - A technique used with hysterical callers US - A technique that should

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APCO FINAL EXAM QUESTIONS/final lat
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