Telecommunications Test Questions and Correct Answers
Question 1
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
Question 2
Which of the following actions physically signal that you were listening
Correct Answer
1.Raising Eyebrows
2.Leaning slightly forward
3.Maintaining eye contact
Question 3
Open ended questions are questions that cannot be answered "yes" or "no"
Correct Answer
TRUE
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,Question 4
Phrasing is taking what the caller said and elaborating on it with your own thoughts and ideas in your own words
Correct Answer
FALSE
Question 5
Reflecting feelings is repeating in a short declarative statement the emotions or feelings that the sender is communicating
Correct Answer
TRUE
Question 6
Which of the following can be common traps preventing or discouraging active listening
Correct Answer
1. Personal preoccupation
2. Conversation overload
3. Assumptions
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,Question 7
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
Question 8
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
Question 9
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
3. Reliability provide level of service required by PSAP policies
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, Question 10
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
Question 11
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
Question 12
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
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Question 1
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
Question 2
Which of the following actions physically signal that you were listening
Correct Answer
1.Raising Eyebrows
2.Leaning slightly forward
3.Maintaining eye contact
Question 3
Open ended questions are questions that cannot be answered "yes" or "no"
Correct Answer
TRUE
Page 1 of 49
,Question 4
Phrasing is taking what the caller said and elaborating on it with your own thoughts and ideas in your own words
Correct Answer
FALSE
Question 5
Reflecting feelings is repeating in a short declarative statement the emotions or feelings that the sender is communicating
Correct Answer
TRUE
Question 6
Which of the following can be common traps preventing or discouraging active listening
Correct Answer
1. Personal preoccupation
2. Conversation overload
3. Assumptions
Page 2 of 49
,Question 7
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
Question 8
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
Question 9
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
3. Reliability provide level of service required by PSAP policies
Page 3 of 49
, Question 10
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
Question 11
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
Question 12
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
Page 4 of 49
