APCO TEST ACTUAL QUESTIONS AND
CORRECT ANSWERS
List the combined verbal and nonverbal elements that communicate to the telecommunicator
the situation being reported - CORRECT ANSWERS✅✅Comfortable tone
Encourages conversation
Demonstrates interest
Signals understanding
Message format
List and describe the six components of the communications cycle - CORRECT
ANSWERS✅✅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
Define active listening - CORRECT ANSWERS✅✅Showing interest and understanding in
the conversation through a means of physical and verbal cues
Define open-ended questions and give an example - CORRECT ANSWERS✅✅Questions
that require a response beyond a "yes" or "no" forcing the receiver to provide more
information. Ex: "How did this happen?"
Define "in progress" calls. - CORRECT ANSWERS✅✅Those with an imminent threat to
life or property and require an immediate dispatch
Define "just occurred" calls. - CORRECT ANSWERS✅✅There is no immediate threat to
life or property
,Define "delayed" calls. - CORRECT ANSWERS✅✅When the time of occurrence is
unknown and the incident requires a report or investigation
Define "abduction/kidnapping" - CORRECT ANSWERS✅✅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.
Explain what the word telematics refers to - CORRECT ANSWERS✅✅The technology and
industry involved in delivering location based services to consumer driven vehicles.
Explain the AMBER Alert system and how it works. - CORRECT ANSWERS✅✅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.
Define paraphrasing and give an example. - CORRECT ANSWERS✅✅A short restatement
of a previous statement showing understanding. Ex: Sender: "He has a gun!" Receiver: "So
you say he has a gun?"
Define reflecting feelings and give an example. - CORRECT ANSWERS✅✅A short
statement restating the feelings or emotions of the sender. Ex: "I understand that you're
feeling scared"
List the common traps that may prevent or discourage active listening. - CORRECT
ANSWERS✅✅Conversation overload
Personal preoccupation
Rate of thought
Noise
Assumptions
Explain why it is important that telecommunicators use clear speech and proper diction. -
CORRECT ANSWERS✅✅It allows for a better understanding of the situation for both the
receiver and the sender.
, Explain the difference between an observation and an inference. - CORRECT
ANSWERS✅✅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.
Describe how a telecommunicator can provide good customer service. - CORRECT
ANSWERS✅✅Focussing on the caller, receiving the call, being approachable, expressing
empathy, being responsive, being friendly, flexible, reliable, and fast.
List the technologies telematics integrates - CORRECT ANSWERS✅✅Emergency key
press , automatic crash notification calls and vehicle location assistance.
Describe the important dispatch factors for motor vehicle accidents/wrecks - CORRECT
ANSWERS✅✅Apparent injuries, the presence of flames, smoke visible or fuel spill, and if
anyone is trapped or pinned inside the vehicle.
Define "hit and run" - CORRECT ANSWERS✅✅Motor vehicle accidents where at least
one party has left the scene
Describe the difference between an assault and a battery - CORRECT ANSWERS✅✅An
assault typically does not involve any physical contact, while battery infers some type of
physical contact has occurred
State how the telecommunicator should record the wording of a bomb threat - CORRECT
ANSWERS✅✅Record the EXACT wording of the threat
Explain the difference between a burglary and a robbery - CORRECT
ANSWERS✅✅Burglary is the entry into a building and the commission of a crime inside,
robbery is the taking of property with force or threat of force
State what the telecommunicator should never assume on a deceased person call. -
CORRECT ANSWERS✅✅Do not assume the person is deceased. In the absence of very
strong evidence that the person is deceased, an EMS response should be initiated.
State what call type has the highest potential for assaults against response units. - CORRECT
ANSWERS✅✅Family disturbances
CORRECT ANSWERS
List the combined verbal and nonverbal elements that communicate to the telecommunicator
the situation being reported - CORRECT ANSWERS✅✅Comfortable tone
Encourages conversation
Demonstrates interest
Signals understanding
Message format
List and describe the six components of the communications cycle - CORRECT
ANSWERS✅✅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
Define active listening - CORRECT ANSWERS✅✅Showing interest and understanding in
the conversation through a means of physical and verbal cues
Define open-ended questions and give an example - CORRECT ANSWERS✅✅Questions
that require a response beyond a "yes" or "no" forcing the receiver to provide more
information. Ex: "How did this happen?"
Define "in progress" calls. - CORRECT ANSWERS✅✅Those with an imminent threat to
life or property and require an immediate dispatch
Define "just occurred" calls. - CORRECT ANSWERS✅✅There is no immediate threat to
life or property
,Define "delayed" calls. - CORRECT ANSWERS✅✅When the time of occurrence is
unknown and the incident requires a report or investigation
Define "abduction/kidnapping" - CORRECT ANSWERS✅✅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.
Explain what the word telematics refers to - CORRECT ANSWERS✅✅The technology and
industry involved in delivering location based services to consumer driven vehicles.
Explain the AMBER Alert system and how it works. - CORRECT ANSWERS✅✅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.
Define paraphrasing and give an example. - CORRECT ANSWERS✅✅A short restatement
of a previous statement showing understanding. Ex: Sender: "He has a gun!" Receiver: "So
you say he has a gun?"
Define reflecting feelings and give an example. - CORRECT ANSWERS✅✅A short
statement restating the feelings or emotions of the sender. Ex: "I understand that you're
feeling scared"
List the common traps that may prevent or discourage active listening. - CORRECT
ANSWERS✅✅Conversation overload
Personal preoccupation
Rate of thought
Noise
Assumptions
Explain why it is important that telecommunicators use clear speech and proper diction. -
CORRECT ANSWERS✅✅It allows for a better understanding of the situation for both the
receiver and the sender.
, Explain the difference between an observation and an inference. - CORRECT
ANSWERS✅✅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.
Describe how a telecommunicator can provide good customer service. - CORRECT
ANSWERS✅✅Focussing on the caller, receiving the call, being approachable, expressing
empathy, being responsive, being friendly, flexible, reliable, and fast.
List the technologies telematics integrates - CORRECT ANSWERS✅✅Emergency key
press , automatic crash notification calls and vehicle location assistance.
Describe the important dispatch factors for motor vehicle accidents/wrecks - CORRECT
ANSWERS✅✅Apparent injuries, the presence of flames, smoke visible or fuel spill, and if
anyone is trapped or pinned inside the vehicle.
Define "hit and run" - CORRECT ANSWERS✅✅Motor vehicle accidents where at least
one party has left the scene
Describe the difference between an assault and a battery - CORRECT ANSWERS✅✅An
assault typically does not involve any physical contact, while battery infers some type of
physical contact has occurred
State how the telecommunicator should record the wording of a bomb threat - CORRECT
ANSWERS✅✅Record the EXACT wording of the threat
Explain the difference between a burglary and a robbery - CORRECT
ANSWERS✅✅Burglary is the entry into a building and the commission of a crime inside,
robbery is the taking of property with force or threat of force
State what the telecommunicator should never assume on a deceased person call. -
CORRECT ANSWERS✅✅Do not assume the person is deceased. In the absence of very
strong evidence that the person is deceased, an EMS response should be initiated.
State what call type has the highest potential for assaults against response units. - CORRECT
ANSWERS✅✅Family disturbances
