APCO Testing QUESTIONS WITH
COMPLETE SOLUTIONS GRADED A+
The six components of the communication cycle S.R.M.M.C.F - ANSWERS:Sender,
Receiver, Message, Medium, Context, Feedback
Active listening - ANSWERS:Showing interest and understanding while listening.
professionalism - ANSWERS:Who you are, what you do, and how others perceive you.
Ethics - ANSWERS:Personal, professional, and organizational rule of conduct.
Policy - ANSWERS:Guide to thinking.
Procedure - ANSWERS:Guide to action.
Chain of Command - ANSWERS:Formal Organizational Structure
Vital services provided by PSAP - ANSWERS:-Public
-Ourselves
-Other agencies
-Support Services
Nonverbal attending - ANSWERS:Physically signaling that you are listening.
Open-Ended Questions - ANSWERS:Questions that cannot be answered "yes" or "no"
Paraphrasing - ANSWERS:Brief rephrasing of information provided by the sender.
Reflective Feelings - ANSWERS:Repeating in short, declarative statements the
emotions or feelings that the sender is communicating.
Observation - ANSWERS:The act or practice of nothing and recording facts and events.
Inference - ANSWERS:The deriving of a conclusion based on upon something known or
assumed.
Callers expect this: - ANSWERS:Their calls to be answered by trained professionals, to
solve their problems, and treat them with courtesy.
Combined verbal and nonverbal elements that communicate to the tele-communicator
the situation being reported - ANSWERS:-Words
COMPLETE SOLUTIONS GRADED A+
The six components of the communication cycle S.R.M.M.C.F - ANSWERS:Sender,
Receiver, Message, Medium, Context, Feedback
Active listening - ANSWERS:Showing interest and understanding while listening.
professionalism - ANSWERS:Who you are, what you do, and how others perceive you.
Ethics - ANSWERS:Personal, professional, and organizational rule of conduct.
Policy - ANSWERS:Guide to thinking.
Procedure - ANSWERS:Guide to action.
Chain of Command - ANSWERS:Formal Organizational Structure
Vital services provided by PSAP - ANSWERS:-Public
-Ourselves
-Other agencies
-Support Services
Nonverbal attending - ANSWERS:Physically signaling that you are listening.
Open-Ended Questions - ANSWERS:Questions that cannot be answered "yes" or "no"
Paraphrasing - ANSWERS:Brief rephrasing of information provided by the sender.
Reflective Feelings - ANSWERS:Repeating in short, declarative statements the
emotions or feelings that the sender is communicating.
Observation - ANSWERS:The act or practice of nothing and recording facts and events.
Inference - ANSWERS:The deriving of a conclusion based on upon something known or
assumed.
Callers expect this: - ANSWERS:Their calls to be answered by trained professionals, to
solve their problems, and treat them with courtesy.
Combined verbal and nonverbal elements that communicate to the tele-communicator
the situation being reported - ANSWERS:-Words
