APCO Test | Actual Questions and Answers Latest Updated
2026/2027 (Graded A+)
• Question
List the combined verbal and nonverbal elements that communicate to the
telecommunicator the situation being reported
Correct Answer: I. Comfortable tone
II. Encourages conversation
III. Demonstrates interest
IV. Signals understanding
V. Message format
• Question
List and describe the six components of the communications cycle
Correct Answer: 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
• Question
Define active listening
Correct Answer: Showing interest and understanding in the conversation through a
means of physical and verbal cues
• Question
Define open-ended questions and give an example
Correct Answer: Questions that require a response beyond a "yes" or "no" forcing the
receiver to provide more information. Ex: "How did this happen?"
• Question
Define "in progress" calls.
Correct Answer: Those with an imminent threat to life or property and require an
immediate dispatch
• Question
Define "just occurred" calls.
Correct Answer: There is no immediate threat to life or property
,• Question
Define "delayed" calls.
Correct Answer: When the time of occurrence is unknown and the incident requires a
report or investigation
• Question
Define "abduction/kidnapping"
Correct Answer: 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.
• Question
Explain what the word telematics refers to
Correct Answer: The technology and industry involved in delivering location based
services to consumer driven vehicles.
• Question
Explain the AMBER Alert system and how it works.
Correct Answer: 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.
• Question
Define paraphrasing and give an example.
Correct Answer: A short restatement of a previous statement showing understanding.
Ex: Sender: "He has a gun!" Receiver: "So you say he has a gun?"
• Question
Define reflecting feelings and give an example.
Correct Answer: A short statement restating the feelings or emotions of the sender. Ex:
"I understand that you're feeling scared"
• Question
List the common traps that may prevent or discourage active listening.
Correct Answer: I. Conversation overload
II. Personal preoccupation
III. Rate of thought
IV. Noise
V. Assumptions
, • Question
Explain why it is important that telecommunicators use clear speech and proper diction.
Correct Answer: It allows for a better understanding of the situation for both the receiver
and the sender.
• Question
Explain the difference between an observation and an inference.
Correct Answer: 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.
• Question
Describe how a telecommunicator can provide good customer service.
Correct Answer: Focussing on the caller, receiving the call, being approachable,
expressing empathy, being responsive, being friendly, flexible, reliable, and fast.
• Question
List the technologies telematics integrates
Correct Answer: Emergency key press , automatic crash notification calls and vehicle
location assistance.
• Question
Describe the important dispatch factors for motor vehicle accidents/wrecks
Correct Answer: Apparent injuries, the presence of flames, smoke visible or fuel spill,
and if anyone is trapped or pinned inside the vehicle.
• Question
Define "hit and run"
Correct Answer: Motor vehicle accidents where at least one party has left the scene
• Question
Describe the difference between an assault and a battery
Correct Answer: An assault typically does not involve any physical contact, while battery
infers some type of physical contact has occurred
• Question
State how the telecommunicator should record the wording of a bomb threat
Correct Answer: Record the EXACT wording of the threat
2026/2027 (Graded A+)
• Question
List the combined verbal and nonverbal elements that communicate to the
telecommunicator the situation being reported
Correct Answer: I. Comfortable tone
II. Encourages conversation
III. Demonstrates interest
IV. Signals understanding
V. Message format
• Question
List and describe the six components of the communications cycle
Correct Answer: 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
• Question
Define active listening
Correct Answer: Showing interest and understanding in the conversation through a
means of physical and verbal cues
• Question
Define open-ended questions and give an example
Correct Answer: Questions that require a response beyond a "yes" or "no" forcing the
receiver to provide more information. Ex: "How did this happen?"
• Question
Define "in progress" calls.
Correct Answer: Those with an imminent threat to life or property and require an
immediate dispatch
• Question
Define "just occurred" calls.
Correct Answer: There is no immediate threat to life or property
,• Question
Define "delayed" calls.
Correct Answer: When the time of occurrence is unknown and the incident requires a
report or investigation
• Question
Define "abduction/kidnapping"
Correct Answer: 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.
• Question
Explain what the word telematics refers to
Correct Answer: The technology and industry involved in delivering location based
services to consumer driven vehicles.
• Question
Explain the AMBER Alert system and how it works.
Correct Answer: 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.
• Question
Define paraphrasing and give an example.
Correct Answer: A short restatement of a previous statement showing understanding.
Ex: Sender: "He has a gun!" Receiver: "So you say he has a gun?"
• Question
Define reflecting feelings and give an example.
Correct Answer: A short statement restating the feelings or emotions of the sender. Ex:
"I understand that you're feeling scared"
• Question
List the common traps that may prevent or discourage active listening.
Correct Answer: I. Conversation overload
II. Personal preoccupation
III. Rate of thought
IV. Noise
V. Assumptions
, • Question
Explain why it is important that telecommunicators use clear speech and proper diction.
Correct Answer: It allows for a better understanding of the situation for both the receiver
and the sender.
• Question
Explain the difference between an observation and an inference.
Correct Answer: 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.
• Question
Describe how a telecommunicator can provide good customer service.
Correct Answer: Focussing on the caller, receiving the call, being approachable,
expressing empathy, being responsive, being friendly, flexible, reliable, and fast.
• Question
List the technologies telematics integrates
Correct Answer: Emergency key press , automatic crash notification calls and vehicle
location assistance.
• Question
Describe the important dispatch factors for motor vehicle accidents/wrecks
Correct Answer: Apparent injuries, the presence of flames, smoke visible or fuel spill,
and if anyone is trapped or pinned inside the vehicle.
• Question
Define "hit and run"
Correct Answer: Motor vehicle accidents where at least one party has left the scene
• Question
Describe the difference between an assault and a battery
Correct Answer: An assault typically does not involve any physical contact, while battery
infers some type of physical contact has occurred
• Question
State how the telecommunicator should record the wording of a bomb threat
Correct Answer: Record the EXACT wording of the threat
