APCO Module 4 Exam with correct
Answers
Explain iiwhy iiit iiis iiimportant iito iianswer iicalls iipromptly. ii- iiAnswers ii-Each iiring iiof iithe
iitelephone iiseems iilike iian iieternity iito iithe iicaller. iiThe iilonger iithe iicaller iiwaits, iithe
iimore iithey iislip iiinto iia iicrisis iistate.
Describe iiwhy iithe iitelecommunicator iishould iinever iiassume iimultiple iicalls iiregarding
iithe iisame iiincident iiare iiredundant iior iiirrelevant. ii- iiAnswers ii-New iicallers iimay:
- iihave iia iibetter iiview, iiunderstanding iior iiposition iiof iirelaying iiinformation
- iihave iimore iicurrent iior iimore iidetailed iiinformation
- iicalling iifrom iiinside iifire iiscene iiand iimay iibe iiin iidanger
- iireporting iia iicompletely iidifferent iiincident
Describe iithe iicall iiprocessing iitechniques iifor iidisplaying iiprofessionalism iiand
iicourtesy. ii- iiAnswers ii-- iiSpeak iidirectly iiinto iithe iitelephone iimouthpiece
- iiUse iiappropriate iitone iiand iimanner iiof iispeech
- iiShow iiinterest iiin iithe iicaller
- iiTake iicharge iiof iiconversation
- iiExplain iiholds, iipauses, iiand iidelays
- iiExplain iireferrals
- iiNever iiargue iiwith iithe iicaller
Define ii"pertinent iiinformation" ii- iiAnswers ii-The iiinformation iineeded iito iiget iiresponse
iiunits iito iithe iiincident iilocation. iiThe iiinformation iineeded iito iiprepare iithe iiresponse
iiunits iito iideal iiwith iiwhat iimay iiconfront iithem iiwhen iithey iiget iithere.
Describe iithe iipertinent iiinformation iithat iishould iibe iigathered iiunder iithe iicategory iiof
ii"where". ii- iiAnswers ii-Street iiaddress, iibusiness/building iiname, iisubdivision,
iilandmarks, iiother iiidentifying iiinformation iiand iicross iistreets.
Colors iiof iihouses/buildings, iicolor/make iiof iicars iiout iifront, iiresident's iiname, iigate
iicodes, iibuilding iiletters/numbers, iiindividual's iiapartment iinumbers
Explain iiwhat iiis iimeant iiby iithe ii"location iiwithin iithe iilocation." ii- iiAnswers ii-where iiat
iithe iilocation iior iiwithin iithe iiincident iiis iioccurring iisuch iias iiroom iinumber, iispecific
iiroom, iietc.
Describe iithe iipertinent iiinformation iithat iishould iibe iigathered iiunder iithe iicategory iiof
ii"what." ii- iiAnswers ii-Nature iiof iithe iiincident; iihelps iito iidetermine iiif iia iilife iithreatening
iior iimedical iisituation iiexists.
Answers
Explain iiwhy iiit iiis iiimportant iito iianswer iicalls iipromptly. ii- iiAnswers ii-Each iiring iiof iithe
iitelephone iiseems iilike iian iieternity iito iithe iicaller. iiThe iilonger iithe iicaller iiwaits, iithe
iimore iithey iislip iiinto iia iicrisis iistate.
Describe iiwhy iithe iitelecommunicator iishould iinever iiassume iimultiple iicalls iiregarding
iithe iisame iiincident iiare iiredundant iior iiirrelevant. ii- iiAnswers ii-New iicallers iimay:
- iihave iia iibetter iiview, iiunderstanding iior iiposition iiof iirelaying iiinformation
- iihave iimore iicurrent iior iimore iidetailed iiinformation
- iicalling iifrom iiinside iifire iiscene iiand iimay iibe iiin iidanger
- iireporting iia iicompletely iidifferent iiincident
Describe iithe iicall iiprocessing iitechniques iifor iidisplaying iiprofessionalism iiand
iicourtesy. ii- iiAnswers ii-- iiSpeak iidirectly iiinto iithe iitelephone iimouthpiece
- iiUse iiappropriate iitone iiand iimanner iiof iispeech
- iiShow iiinterest iiin iithe iicaller
- iiTake iicharge iiof iiconversation
- iiExplain iiholds, iipauses, iiand iidelays
- iiExplain iireferrals
- iiNever iiargue iiwith iithe iicaller
Define ii"pertinent iiinformation" ii- iiAnswers ii-The iiinformation iineeded iito iiget iiresponse
iiunits iito iithe iiincident iilocation. iiThe iiinformation iineeded iito iiprepare iithe iiresponse
iiunits iito iideal iiwith iiwhat iimay iiconfront iithem iiwhen iithey iiget iithere.
Describe iithe iipertinent iiinformation iithat iishould iibe iigathered iiunder iithe iicategory iiof
ii"where". ii- iiAnswers ii-Street iiaddress, iibusiness/building iiname, iisubdivision,
iilandmarks, iiother iiidentifying iiinformation iiand iicross iistreets.
Colors iiof iihouses/buildings, iicolor/make iiof iicars iiout iifront, iiresident's iiname, iigate
iicodes, iibuilding iiletters/numbers, iiindividual's iiapartment iinumbers
Explain iiwhat iiis iimeant iiby iithe ii"location iiwithin iithe iilocation." ii- iiAnswers ii-where iiat
iithe iilocation iior iiwithin iithe iiincident iiis iioccurring iisuch iias iiroom iinumber, iispecific
iiroom, iietc.
Describe iithe iipertinent iiinformation iithat iishould iibe iigathered iiunder iithe iicategory iiof
ii"what." ii- iiAnswers ii-Nature iiof iithe iiincident; iihelps iito iidetermine iiif iia iilife iithreatening
iior iimedical iisituation iiexists.
