Telecommunications Test Exam Questions
and Answers Graded A+
Active listening involves demonstrating an interest and understanding in what is
being said through staying focussed asking questions listening for the main point
and listening for the rationale behind what is being said - Correct answer-TRUE
Which of the following actions physically signal that you were listening - Correct
answer-1.Raising Eyebrows
2.Leaning slightly forward
3.Maintaining eye contact
Open ended questions are questions that cannot be answered "yes" or "no" -
Correct answer-TRUE
Phrasing is taking what the caller said and elaborating on it with your own
thoughts and ideas in your own words - Correct answer-FALSE
Reflecting feelings is repeating in a short declarative statement the emotions or
feelings that the sender is communicating - Correct answer-TRUE
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,Which of the following can be common traps preventing or discouraging active
listening - Correct answer-1. Personal preoccupation
2. Conversation overload
3. Assumptions
Select three items that reflect the importance to the telecommunicator of clear
speech and proper diction - Correct answer-1. To ensure the caller understands the
message the first time so the conversation proceeds more efficiently
2. To make sure the telecommunicatior is understood when there may be only one
chance to be understood
3. To ensure the message is understood
The difference between an observation and an inference is that an observation is
the act or practice of noting and recording facts and events while, on the other
hand, an inference is the act of deriving a conclusion based upon something known
or assumed - Correct answer-TRUE
Choose the three of the following items that best describe how a Telecommunicator
can provide good customer service - Correct answer-1. Express empathy and
respond to the collar with consideration and respect
2. Focus on the caller and think about who the person is making the call
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,3. Reliability provide level of service required by PSAP policies
Which of the following verbal and nonverbal elements combine to help
communicate to the telecommunicator the situation being reported - Correct
answer-1. Word's said by the caller
2. Tone and inflection of the callers voice
3. Background noise from the callers end of the line
Match six components of the communications cycle to the choice that best
describes them - Correct answer-1. Context- The situation in which the exchange
takes place including the relationship between sender and receiver
2. Message- The idea itself in which ever forms it may take
3. Feedback- Communication from the receiver back to the sender and reaction to
the message as perceived by the receiver
4. Receiver- The person or group who is the target of communication
5. Sender- The person who initiates the communication
6. Medium- The manner in which the message is transferred from the sender to the
receiver
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, Which of the following can be attributes of a professional public safety
telecommunicator? - Correct answer-1. Show genuine interest in serving the needs
of others
2. Demonstrate professionalism in the performance of job tasks
3. Able to multitask
The definition of telecommunicators duty to serve includes; - Correct answer-1.
Service to the public, coworkers, members of public safety agencies, and members
of support agencies
2. Being at work and ready to work every scheduled day
3. Ability to rise to the occasion during times of increased call volume
Which of the following are included in the telecommunicator responsibilities
regarding confidentiality; - Correct answer-1. Information about criminal activity
2. Medical history of patients transported
3. Building plans
Which of the following best describes the relationship between a
telecommunicators code of ethics and that of the PSAP - Correct answer-1. Tell
communicators must adopt the PSAP's code of conduct as their own
©COPYRIGHT 2025, ALL RIGHTS RESERVED 4
and Answers Graded A+
Active listening involves demonstrating an interest and understanding in what is
being said through staying focussed asking questions listening for the main point
and listening for the rationale behind what is being said - Correct answer-TRUE
Which of the following actions physically signal that you were listening - Correct
answer-1.Raising Eyebrows
2.Leaning slightly forward
3.Maintaining eye contact
Open ended questions are questions that cannot be answered "yes" or "no" -
Correct answer-TRUE
Phrasing is taking what the caller said and elaborating on it with your own
thoughts and ideas in your own words - Correct answer-FALSE
Reflecting feelings is repeating in a short declarative statement the emotions or
feelings that the sender is communicating - Correct answer-TRUE
©COPYRIGHT 2025, ALL RIGHTS RESERVED 1
,Which of the following can be common traps preventing or discouraging active
listening - Correct answer-1. Personal preoccupation
2. Conversation overload
3. Assumptions
Select three items that reflect the importance to the telecommunicator of clear
speech and proper diction - Correct answer-1. To ensure the caller understands the
message the first time so the conversation proceeds more efficiently
2. To make sure the telecommunicatior is understood when there may be only one
chance to be understood
3. To ensure the message is understood
The difference between an observation and an inference is that an observation is
the act or practice of noting and recording facts and events while, on the other
hand, an inference is the act of deriving a conclusion based upon something known
or assumed - Correct answer-TRUE
Choose the three of the following items that best describe how a Telecommunicator
can provide good customer service - Correct answer-1. Express empathy and
respond to the collar with consideration and respect
2. Focus on the caller and think about who the person is making the call
©COPYRIGHT 2025, ALL RIGHTS RESERVED 2
,3. Reliability provide level of service required by PSAP policies
Which of the following verbal and nonverbal elements combine to help
communicate to the telecommunicator the situation being reported - Correct
answer-1. Word's said by the caller
2. Tone and inflection of the callers voice
3. Background noise from the callers end of the line
Match six components of the communications cycle to the choice that best
describes them - Correct answer-1. Context- The situation in which the exchange
takes place including the relationship between sender and receiver
2. Message- The idea itself in which ever forms it may take
3. Feedback- Communication from the receiver back to the sender and reaction to
the message as perceived by the receiver
4. Receiver- The person or group who is the target of communication
5. Sender- The person who initiates the communication
6. Medium- The manner in which the message is transferred from the sender to the
receiver
©COPYRIGHT 2025, ALL RIGHTS RESERVED 3
, Which of the following can be attributes of a professional public safety
telecommunicator? - Correct answer-1. Show genuine interest in serving the needs
of others
2. Demonstrate professionalism in the performance of job tasks
3. Able to multitask
The definition of telecommunicators duty to serve includes; - Correct answer-1.
Service to the public, coworkers, members of public safety agencies, and members
of support agencies
2. Being at work and ready to work every scheduled day
3. Ability to rise to the occasion during times of increased call volume
Which of the following are included in the telecommunicator responsibilities
regarding confidentiality; - Correct answer-1. Information about criminal activity
2. Medical history of patients transported
3. Building plans
Which of the following best describes the relationship between a
telecommunicators code of ethics and that of the PSAP - Correct answer-1. Tell
communicators must adopt the PSAP's code of conduct as their own
©COPYRIGHT 2025, ALL RIGHTS RESERVED 4
