APCO TEST questios and answers
List the combined verbal and nonverbal elements that communicate to the
telecommunicator the situation being reported✔✔Comfortable tone
Encourages conversation
Demonstrates interest
Signals understanding
Message format
List and describe the six components of the communications cycle✔✔The
sender: the person who initiates the conversation
Receiver: The target of the conversation. Can be a person or group.
Message: THe idea/purpose of the conversation
Medium: The form in which the message is transferred between the sender
and receiver.
Context: The situation in which the exchange takes place, this includes the
relationship between the sender and receiver.
Feedback: The response from the receiver to the sender as perceived by the
receiver
Define active listening✔✔Showing interest and understanding in the
conversation through a means of physical and verbal cues
Define open-ended questions and give an example✔✔Questions that require a
response beyond a "yes" or "no" forcing the receiver to provide more
information. Ex: "How did this happen?"
Define "in progress" calls.✔✔Those with an imminent threat to life or property
and require an immediate dispatch
,Define "just occurred" calls.✔✔There is no immediate threat to life or property
Define "delayed" calls.✔✔When the time of occurrence is unknown and the
incident requires a report or investigation
Define "abduction/kidnapping"✔✔The forcible taking of a person or persons
against their will, sometimes with the goal of demanding a ransom or other
type of compensation for their return.
Explain what the word telematics refers to✔✔The technology and industry
involved in delivering location based services to consumer driven vehicles.
Explain the AMBER Alert system and how it works.✔✔A nationwide system
that is organized under state or regional plans for the purpose of assisting in
the recovery of abducted or endangered children. It uses the Emergency Alert
System (EAS) to broadcast a description of the missing child and the suspected
abductor throughout the affected community and neighbouring areas.
Define paraphrasing and give an example.✔✔A short restatement of a
previous statement showing understanding. Ex: Sender: "He has a gun!"
Receiver: "So you say he has a gun?"
Define reflecting feelings and give an example.✔✔A short statement restating
the feelings or emotions of the sender. Ex: "I understand that you're feeling
scared"
List the common traps that may prevent or discourage active
listening.✔✔Conversation overload
Personal preoccupation
, Rate of thought
Noise
Assumptions
Explain why it is important that telecommunicators use clear speech and
proper diction.✔✔It allows for a better understanding of the situation for both
the receiver and the sender.
Explain the difference between an observation and an inference.✔✔An
observation is the act of recording true facts and events whilst an inference is
the coming to a conclusion based on something known or assumed.
Describe how a telecommunicator can provide good customer
service.✔✔Focussing on the caller, receiving the call, being approachable,
expressing empathy, being responsive, being friendly, flexible, reliable, and
fast.
List the technologies telematics integrates✔✔Emergency key press , automatic
crash notification calls and vehicle location assistance.
Describe the important dispatch factors for motor vehicle
accidents/wrecks✔✔Apparent injuries, the presence of flames, smoke visible
or fuel spill, and if anyone is trapped or pinned inside the vehicle.
Define "hit and run"✔✔Motor vehicle accidents where at least one party has
left the scene
Describe the difference between an assault and a battery✔✔An assault
typically does not involve any physical contact, while battery infers some type
of physical contact has occurred
List the combined verbal and nonverbal elements that communicate to the
telecommunicator the situation being reported✔✔Comfortable tone
Encourages conversation
Demonstrates interest
Signals understanding
Message format
List and describe the six components of the communications cycle✔✔The
sender: the person who initiates the conversation
Receiver: The target of the conversation. Can be a person or group.
Message: THe idea/purpose of the conversation
Medium: The form in which the message is transferred between the sender
and receiver.
Context: The situation in which the exchange takes place, this includes the
relationship between the sender and receiver.
Feedback: The response from the receiver to the sender as perceived by the
receiver
Define active listening✔✔Showing interest and understanding in the
conversation through a means of physical and verbal cues
Define open-ended questions and give an example✔✔Questions that require a
response beyond a "yes" or "no" forcing the receiver to provide more
information. Ex: "How did this happen?"
Define "in progress" calls.✔✔Those with an imminent threat to life or property
and require an immediate dispatch
,Define "just occurred" calls.✔✔There is no immediate threat to life or property
Define "delayed" calls.✔✔When the time of occurrence is unknown and the
incident requires a report or investigation
Define "abduction/kidnapping"✔✔The forcible taking of a person or persons
against their will, sometimes with the goal of demanding a ransom or other
type of compensation for their return.
Explain what the word telematics refers to✔✔The technology and industry
involved in delivering location based services to consumer driven vehicles.
Explain the AMBER Alert system and how it works.✔✔A nationwide system
that is organized under state or regional plans for the purpose of assisting in
the recovery of abducted or endangered children. It uses the Emergency Alert
System (EAS) to broadcast a description of the missing child and the suspected
abductor throughout the affected community and neighbouring areas.
Define paraphrasing and give an example.✔✔A short restatement of a
previous statement showing understanding. Ex: Sender: "He has a gun!"
Receiver: "So you say he has a gun?"
Define reflecting feelings and give an example.✔✔A short statement restating
the feelings or emotions of the sender. Ex: "I understand that you're feeling
scared"
List the common traps that may prevent or discourage active
listening.✔✔Conversation overload
Personal preoccupation
, Rate of thought
Noise
Assumptions
Explain why it is important that telecommunicators use clear speech and
proper diction.✔✔It allows for a better understanding of the situation for both
the receiver and the sender.
Explain the difference between an observation and an inference.✔✔An
observation is the act of recording true facts and events whilst an inference is
the coming to a conclusion based on something known or assumed.
Describe how a telecommunicator can provide good customer
service.✔✔Focussing on the caller, receiving the call, being approachable,
expressing empathy, being responsive, being friendly, flexible, reliable, and
fast.
List the technologies telematics integrates✔✔Emergency key press , automatic
crash notification calls and vehicle location assistance.
Describe the important dispatch factors for motor vehicle
accidents/wrecks✔✔Apparent injuries, the presence of flames, smoke visible
or fuel spill, and if anyone is trapped or pinned inside the vehicle.
Define "hit and run"✔✔Motor vehicle accidents where at least one party has
left the scene
Describe the difference between an assault and a battery✔✔An assault
typically does not involve any physical contact, while battery infers some type
of physical contact has occurred
