IAED Ch 4 Exam Review Latest Updated 2024 | 100% Pass

The two basic types of customers with whom emergency telecommunicators must interact are: - Internal and external. Public trust is fragile and can be severely impaired by one negative experience. True or false. - True In the context of emergency telecommunication, ECCS stands for: - Emotional Content and Cooperation Score. Studies show that the ECCS for most emergency callers is between: - 1-2 Most emergency number callers are too upset you communicate effectively. True or false. - False The hysteria threshold refers to: - The point at which a caller loses control over her/his actions and emotions. When using the repetitive persistence technique, the calltaker should: - Repeat a statement verbatim using a firm but caring tone.