APCO PST1 STUDY GUIDE
1.The term "PSAP" stands for "Public Safety Access Point": FALSE
2.Professionalism is defined by who you are, what you do and how
others perceive you.: TRUE
3.Ethics involves an individual's personal, professional and
organizational rules of conduct.: TRUE
4.The operational relationship between telecommunicators,
supervisors and managers is defined by the PSAP's:: Chain of
Command
5.The three primary disciplines of public safety communications are
law enforcement communications, fire service communications and
emergency management communications.: FALSE
6.The term "vital services" defines the primary functions or tasks of public
safety communications systems.: TRUE
7.The vital services of a public safety communications system are to
provide communication between the PSAP and:: The public, agency
personnel, and other agencies
8.A process for supplying supplemental personnel, equipment or other
resources to assist other agencies in time of need is referred to as:: Mutual
Aid
9.A policy is a guide to action and a procedure is a guide to thinking.: FALSE
10.The six components of the communications cycle are:: Sender, receiver
11.Demonstrating an interest and understanding in what is being said
by staying focused, asking questions, listening for the main point and
listening for the rationale behind what is being said is the definition of::
Active Listening
12.Physically signaling that you are listening is applying the
listening technique of:: B. Nonverbal attending
13.Because the telecommunicator cannot see callers on the phone,
nonverbal communication plays no part in handling public safety calls
for service.: FALSE
14.A question that cannot be answered "yes" or "no" is referred to as
an open-ended question.: TRUE
15.Repeating in a short declarative statement the emotions or feelings the
speaker is communicating is applying the active listening technique of
paraphrasing.: FALSE
16.An observation is based on assumptions and an inference is based
on facts.: FALSE
17.As part of customer service, callers expect to talk to a professional,
be treated with courtesy and speak to a person who can solve their
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11
, APCO PST1 STUDY GUIDE
problem.: TRUE
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11
1.The term "PSAP" stands for "Public Safety Access Point": FALSE
2.Professionalism is defined by who you are, what you do and how
others perceive you.: TRUE
3.Ethics involves an individual's personal, professional and
organizational rules of conduct.: TRUE
4.The operational relationship between telecommunicators,
supervisors and managers is defined by the PSAP's:: Chain of
Command
5.The three primary disciplines of public safety communications are
law enforcement communications, fire service communications and
emergency management communications.: FALSE
6.The term "vital services" defines the primary functions or tasks of public
safety communications systems.: TRUE
7.The vital services of a public safety communications system are to
provide communication between the PSAP and:: The public, agency
personnel, and other agencies
8.A process for supplying supplemental personnel, equipment or other
resources to assist other agencies in time of need is referred to as:: Mutual
Aid
9.A policy is a guide to action and a procedure is a guide to thinking.: FALSE
10.The six components of the communications cycle are:: Sender, receiver
11.Demonstrating an interest and understanding in what is being said
by staying focused, asking questions, listening for the main point and
listening for the rationale behind what is being said is the definition of::
Active Listening
12.Physically signaling that you are listening is applying the
listening technique of:: B. Nonverbal attending
13.Because the telecommunicator cannot see callers on the phone,
nonverbal communication plays no part in handling public safety calls
for service.: FALSE
14.A question that cannot be answered "yes" or "no" is referred to as
an open-ended question.: TRUE
15.Repeating in a short declarative statement the emotions or feelings the
speaker is communicating is applying the active listening technique of
paraphrasing.: FALSE
16.An observation is based on assumptions and an inference is based
on facts.: FALSE
17.As part of customer service, callers expect to talk to a professional,
be treated with courtesy and speak to a person who can solve their
1/
11
, APCO PST1 STUDY GUIDE
problem.: TRUE
2/
11
