ETC Exam updated study actual questions
and CORRECT answers
If a responder or field unit needs additional resources at the scene, it is the emergency
telecommunicator who would typically be responsible for locating, notifying, and
coordinating those additional resources. - CORRECT ANSWER True
Which one of the following is NOT one of the "three Ps" referred to in this course? -
CORRECT ANSWER Plan
What does CAD stand for? - CORRECT ANSWER Computer Aided Dispatch
The total number of emergency calls has increased dramatically due to wireless technology. -
CORRECT ANSWER True
TDD is a telecommunications device for non-english speaking callers. - CORRECT
ANSWER False
When faced with an ethical dilemma in the communication center, the ETC should FIRST
ask the nearest coworker for help. - CORRECT ANSWER False
A procedure that has been highly defined and structured and placed into a reference system is
known as a: - CORRECT ANSWER Protocol
In some emergency communications centers, the responsibilities of calltaking and
dispatching are distinct roles performed by separate individuals. - CORRECT
ANSWER True
What does ANI stand for? - CORRECT ANSWER Automatic Number Identity
, For the caller, the perceived response time is often not as long as the actual response time. -
CORRECT ANSWER False
In the context of the communication process, the "medium" is: - CORRECT
ANSWER The channel or means of communication.
Most emergency number callers are too upset to communicate effectively. - CORRECT
ANSWER False
The best way to verify an address is to repeat it back to the caller. - CORRECT
ANSWER False
Given any specific type of incident, there must be no difference in the level of service that
each call taker in the agency provides. - CORRECT ANSWER True
Active listening requires the ETC to tune out distractions and focus on the caller's message. -
CORRECT ANSWER True
One effective technique for reducing the negative effect of calltaking gaps is to: - CORRECT
ANSWER Tell the caller what you are doing and why.
In the context of the communication process, "noise" can occur when you are thinking about
something else and essentially blocking out most or all of an incoming message. - CORRECT
ANSWER True
When communicating with a caller suffering from hallucinations or delusions, you should
challenge the caller's false assertions and beliefs. - CORRECT ANSWER False
When a caller is having difficulty understanding you over the phone, speaking slower is
generally more helpful than speaking louder. - CORRECT ANSWER True
and CORRECT answers
If a responder or field unit needs additional resources at the scene, it is the emergency
telecommunicator who would typically be responsible for locating, notifying, and
coordinating those additional resources. - CORRECT ANSWER True
Which one of the following is NOT one of the "three Ps" referred to in this course? -
CORRECT ANSWER Plan
What does CAD stand for? - CORRECT ANSWER Computer Aided Dispatch
The total number of emergency calls has increased dramatically due to wireless technology. -
CORRECT ANSWER True
TDD is a telecommunications device for non-english speaking callers. - CORRECT
ANSWER False
When faced with an ethical dilemma in the communication center, the ETC should FIRST
ask the nearest coworker for help. - CORRECT ANSWER False
A procedure that has been highly defined and structured and placed into a reference system is
known as a: - CORRECT ANSWER Protocol
In some emergency communications centers, the responsibilities of calltaking and
dispatching are distinct roles performed by separate individuals. - CORRECT
ANSWER True
What does ANI stand for? - CORRECT ANSWER Automatic Number Identity
, For the caller, the perceived response time is often not as long as the actual response time. -
CORRECT ANSWER False
In the context of the communication process, the "medium" is: - CORRECT
ANSWER The channel or means of communication.
Most emergency number callers are too upset to communicate effectively. - CORRECT
ANSWER False
The best way to verify an address is to repeat it back to the caller. - CORRECT
ANSWER False
Given any specific type of incident, there must be no difference in the level of service that
each call taker in the agency provides. - CORRECT ANSWER True
Active listening requires the ETC to tune out distractions and focus on the caller's message. -
CORRECT ANSWER True
One effective technique for reducing the negative effect of calltaking gaps is to: - CORRECT
ANSWER Tell the caller what you are doing and why.
In the context of the communication process, "noise" can occur when you are thinking about
something else and essentially blocking out most or all of an incoming message. - CORRECT
ANSWER True
When communicating with a caller suffering from hallucinations or delusions, you should
challenge the caller's false assertions and beliefs. - CORRECT ANSWER False
When a caller is having difficulty understanding you over the phone, speaking slower is
generally more helpful than speaking louder. - CORRECT ANSWER True
