BLET STATE EXAM REVIEW 1
QUESTIONS AND ANSWERS
Good telephone etiquette - Answer-a skill every emergency service agency must master
Customer service - Answer-Every caller, whether emergency or non-emergency, must
be viewed as a customer
Decreased customer satisfaction - Answer-means increased complaints and negative
results for all.
Telephone etiquette - Answer-Your voice reflects your attitude and your attitude will
affect the caller. Courtesy helps you control the conversation
How do yo gain cooperation and trust - Answer-by being civil, understanding
(empathetic), polite, and respectful
How do you gain resistance and create debate - Answer-by being abrupt, curt, and
impatient.
Communicating artfully - Answer-Flexibility
Empathy
Professionalism
Flexibility - Answer-dealing with a variety of people from many backgrounds and needs
will take a lot of skill and practice
Empathy - Answer-involves understanding and the ability to perceive openly the caller's
need--not share in his emotions.
Professionalism - Answer-being in a field identified as a profession does not
automatically qualify you as a professional
First impressions - Answer-You represent "help" to the caller. Prepare for anything . . .
mentally and physically. Discard your judgments, opinions, biases, and prejudices
before answering the phone
The speed of response - Answer-The speed of answering the call may not directly affect
the outcome of the call, but it will affect the citizen's impression of the entire process.
Answering promptly creates the impression of professionalism, sharpness,
attentiveness, and concern. The caller "believes" the call is important, be it emergency
or nonemergency.
,The final outcome - Answer-Termination of the call will affect how the field units are
received. Use common courtesy even when the caller is hostile. Control your temper
even if the caller cannot. End every call on a positive note . . . remember the whole
agency wins
Emergency calls: - Answer-Always identify clearly who you are . . . agency and name
The three essential parts of an emergency call - Answer-the location, the call type, and
a call back number.
Non-emergency calls: - Answer-Initiate the conversation with a positive, professional,
caring attitude. Remember the motivation and mind set of a caller . . . yours has to be in
tune. Remember you are a service organization. Answering in a positive and "upbeat"
manner perceives you as strong.
Prioritization: - Answer-Allows the sending of the minimum number of personnel in the
safest response mode to address the citizen's needs. This places calls in the order of
importance
A general rule - Answer-is to create a visualization of the call. If you can't see the
situation, you don't have enough information
The 5 W's - Answer-Where
What
When
Who
Weapons
Categorizing the caller: - Answer-Every call is different, every caller unique. Remember,
every caller has different or no coping techniques.
Reaction to panic: - Answer-Use customer service skills; remember the caller is
counting on you to know what to do. Remember, people are angry, scared, emotional at
their circumstances, not you
Dealing with stress: - Answer-Recognize your own stress levels. Talk about what is
bothering you with a friend or professional.
Test operate communications equipment - Answer-at the beginning of the shift to
ensure that it is working properly
Persistent repetition: - Answer-This technique is useful in breaking through the caller's
hysterical threshold. This is accomplished by repeating the same question, using the
same words and same tone of voice
,The green light - Answer-indicates that the receiver is on and that the transmitter is
ready to use.
The red light indicates - Answer-that the button is depressed and that the radio is in the
transmit mode. (The red light can also indicate that the transmit button is stuck and is
interfering with the radio system.)
Hold the microphone - Answer-one to two inches from the mouth.
how to hold the mic - Answer-Hold the microphone slanted toward the face at a 30 to 45
degree angle
30 to 45 - Answer-Hold the microphone slanted toward the face at a
___________________degree angle.
When there is background noise such as a siren - Answer-place the mike against your
larynx and speak in a normal voice. Your voice will come in clear over the radio
General radio procedures - Answer-a) Voice quality
b) Composure
c) Courtesy
5. Broadcasting messages
Message construction - Answer-ABC's - Accuracy, Brevity, Clarity
A - Accuracy: - Answer-Make sure the information that you broadcast is correct. Be
exact in giving locations, descriptions, etc.
B - Brevity: - Answer-Make all conversations short but complete. Use proper codes and
clear speech
C - Clarity: - Answer-Speak in a clear distinct voice. Do not mumble, talk in low tones or
raise the pitch of your voice. Use your normal voice
- Answer-Think about what you want to say before you start to broadcast your
message. It can be easy to lose your train of thought after beginning a broadcast
message. You will use more air time trying to correct mistakes
- Answer-Do not use pronouns. Use words that describe who you are talking about.
Use words such as suspect, victim and witness. Address other officers by their unit call
sign or number
phonetic alphabet - Answer-is designed to clarify names which could be easily
misinterpreted over the radio, including street names, towns and cities, and brand
names.
, What are two phonetic alphabets currently in use - Answer-These are the "International"
and the "Police" phonetic alphabets
The "10" serves as - Answer-an alert that a message is to follow.
The number following the "10" is the message - Answer-a condensing of several words
that achieves speed through brevity
Front end clipping: - Answer-talking before the mike is keyed
Rear end clipping: - Answer-unkeying the mike before you are through talking
Three parts of a broadcast message - Answer-(a) Preamble
(b) Text
(c) Authority
(ATL) - Answer-"Attempt to Locate"
(BOLO) - Answer-"Be on the Look Out For"
- Answer-Keep message broadcast only about ____ seconds long. Maximum
length of any broadcast message should be no longer than ____ seconds
Standard format for broadcasting personal descriptions - Answer-(1) Physical
descriptions (head to toe)
(2) Clothing descriptions (head to toe and inside - out)
(3) Weapons stated last - last thing said is first thing remembered
Standard format for broadcasting vehicle descriptions - Answer-CYMBAL
CYMBAL stands for - Answer-C Color -basic colors. Describe colors from top to bottom.
Note: A vehicle with a dark blue vinyl top with a white body would be described as dark
blue over white.
Y Year - Simply state the model year.
M Make - the manufacturer.
B Body - body style
A All other - All additional information
L License tag number
STATUS CHANGES - Answer-ALWAYS ADVISE COMMUNICATIONS OF ALL
Always give mileage when - Answer-(a) Beginning tour of duty.
(b) Transporting prisoners, suspects, victims, juveniles, etc.
(c) Give location of starting point and destination, as well as the starting mileage to the
telecommunicator. Log the starting time as given by the telecommunicator.
QUESTIONS AND ANSWERS
Good telephone etiquette - Answer-a skill every emergency service agency must master
Customer service - Answer-Every caller, whether emergency or non-emergency, must
be viewed as a customer
Decreased customer satisfaction - Answer-means increased complaints and negative
results for all.
Telephone etiquette - Answer-Your voice reflects your attitude and your attitude will
affect the caller. Courtesy helps you control the conversation
How do yo gain cooperation and trust - Answer-by being civil, understanding
(empathetic), polite, and respectful
How do you gain resistance and create debate - Answer-by being abrupt, curt, and
impatient.
Communicating artfully - Answer-Flexibility
Empathy
Professionalism
Flexibility - Answer-dealing with a variety of people from many backgrounds and needs
will take a lot of skill and practice
Empathy - Answer-involves understanding and the ability to perceive openly the caller's
need--not share in his emotions.
Professionalism - Answer-being in a field identified as a profession does not
automatically qualify you as a professional
First impressions - Answer-You represent "help" to the caller. Prepare for anything . . .
mentally and physically. Discard your judgments, opinions, biases, and prejudices
before answering the phone
The speed of response - Answer-The speed of answering the call may not directly affect
the outcome of the call, but it will affect the citizen's impression of the entire process.
Answering promptly creates the impression of professionalism, sharpness,
attentiveness, and concern. The caller "believes" the call is important, be it emergency
or nonemergency.
,The final outcome - Answer-Termination of the call will affect how the field units are
received. Use common courtesy even when the caller is hostile. Control your temper
even if the caller cannot. End every call on a positive note . . . remember the whole
agency wins
Emergency calls: - Answer-Always identify clearly who you are . . . agency and name
The three essential parts of an emergency call - Answer-the location, the call type, and
a call back number.
Non-emergency calls: - Answer-Initiate the conversation with a positive, professional,
caring attitude. Remember the motivation and mind set of a caller . . . yours has to be in
tune. Remember you are a service organization. Answering in a positive and "upbeat"
manner perceives you as strong.
Prioritization: - Answer-Allows the sending of the minimum number of personnel in the
safest response mode to address the citizen's needs. This places calls in the order of
importance
A general rule - Answer-is to create a visualization of the call. If you can't see the
situation, you don't have enough information
The 5 W's - Answer-Where
What
When
Who
Weapons
Categorizing the caller: - Answer-Every call is different, every caller unique. Remember,
every caller has different or no coping techniques.
Reaction to panic: - Answer-Use customer service skills; remember the caller is
counting on you to know what to do. Remember, people are angry, scared, emotional at
their circumstances, not you
Dealing with stress: - Answer-Recognize your own stress levels. Talk about what is
bothering you with a friend or professional.
Test operate communications equipment - Answer-at the beginning of the shift to
ensure that it is working properly
Persistent repetition: - Answer-This technique is useful in breaking through the caller's
hysterical threshold. This is accomplished by repeating the same question, using the
same words and same tone of voice
,The green light - Answer-indicates that the receiver is on and that the transmitter is
ready to use.
The red light indicates - Answer-that the button is depressed and that the radio is in the
transmit mode. (The red light can also indicate that the transmit button is stuck and is
interfering with the radio system.)
Hold the microphone - Answer-one to two inches from the mouth.
how to hold the mic - Answer-Hold the microphone slanted toward the face at a 30 to 45
degree angle
30 to 45 - Answer-Hold the microphone slanted toward the face at a
___________________degree angle.
When there is background noise such as a siren - Answer-place the mike against your
larynx and speak in a normal voice. Your voice will come in clear over the radio
General radio procedures - Answer-a) Voice quality
b) Composure
c) Courtesy
5. Broadcasting messages
Message construction - Answer-ABC's - Accuracy, Brevity, Clarity
A - Accuracy: - Answer-Make sure the information that you broadcast is correct. Be
exact in giving locations, descriptions, etc.
B - Brevity: - Answer-Make all conversations short but complete. Use proper codes and
clear speech
C - Clarity: - Answer-Speak in a clear distinct voice. Do not mumble, talk in low tones or
raise the pitch of your voice. Use your normal voice
- Answer-Think about what you want to say before you start to broadcast your
message. It can be easy to lose your train of thought after beginning a broadcast
message. You will use more air time trying to correct mistakes
- Answer-Do not use pronouns. Use words that describe who you are talking about.
Use words such as suspect, victim and witness. Address other officers by their unit call
sign or number
phonetic alphabet - Answer-is designed to clarify names which could be easily
misinterpreted over the radio, including street names, towns and cities, and brand
names.
, What are two phonetic alphabets currently in use - Answer-These are the "International"
and the "Police" phonetic alphabets
The "10" serves as - Answer-an alert that a message is to follow.
The number following the "10" is the message - Answer-a condensing of several words
that achieves speed through brevity
Front end clipping: - Answer-talking before the mike is keyed
Rear end clipping: - Answer-unkeying the mike before you are through talking
Three parts of a broadcast message - Answer-(a) Preamble
(b) Text
(c) Authority
(ATL) - Answer-"Attempt to Locate"
(BOLO) - Answer-"Be on the Look Out For"
- Answer-Keep message broadcast only about ____ seconds long. Maximum
length of any broadcast message should be no longer than ____ seconds
Standard format for broadcasting personal descriptions - Answer-(1) Physical
descriptions (head to toe)
(2) Clothing descriptions (head to toe and inside - out)
(3) Weapons stated last - last thing said is first thing remembered
Standard format for broadcasting vehicle descriptions - Answer-CYMBAL
CYMBAL stands for - Answer-C Color -basic colors. Describe colors from top to bottom.
Note: A vehicle with a dark blue vinyl top with a white body would be described as dark
blue over white.
Y Year - Simply state the model year.
M Make - the manufacturer.
B Body - body style
A All other - All additional information
L License tag number
STATUS CHANGES - Answer-ALWAYS ADVISE COMMUNICATIONS OF ALL
Always give mileage when - Answer-(a) Beginning tour of duty.
(b) Transporting prisoners, suspects, victims, juveniles, etc.
(c) Give location of starting point and destination, as well as the starting mileage to the
telecommunicator. Log the starting time as given by the telecommunicator.
