APCO MODULE 2 EXAM QUESTIONS AND ANSWERS
List the combined verbal and nonverbal elements that communicate to the telecommunicator the
situation being reported. - CORRECT ANSWER✅✅It is important how you say something because
people may react badly to your tone.
List and describe the six components of the communications cycle. - CORRECT ANSWER✅✅Sender is
the person who initiates the communication, receiver is the person who is the target of the
communication, message is the idea itself, medium is the manner the message is transferred from the
sender to receiver, context is the situation, feedback is communication from the receiver.
Define active listening. - CORRECT ANSWER✅✅Interest and understanding in what is said through
being in a conversation.
Define open-ended questions. - CORRECT ANSWER✅✅Yes or no questions to provide more information
from the sender.
Define paraphrasing. - CORRECT ANSWER✅✅Paraphrasing is a brief rephrasing of information provided
by the sender.
Define reflecting feelings. - CORRECT ANSWER✅✅Reflecting feelings are repeating in a short statement
that shows the feelings the sender is communicating
List the common traps that may prevent or discourage active listening. - CORRECT
ANSWER✅✅Common traps that prevent active listening are conversation overload, personal
preoccupation,, rate of thought, noice, and assumptions.
Explain why it is important that telecommunicators use clear speech and proper diction. - CORRECT
ANSWER✅✅It is important for telecommunicators to use clear speech because the message is
understood.
Explain the difference between an observation and an inference. - CORRECT ANSWER✅✅Observations
are what we hear, and what we think we see or hear. Inferences are made from our observations.
List the combined verbal and nonverbal elements that communicate to the telecommunicator the
situation being reported. - CORRECT ANSWER✅✅It is important how you say something because
people may react badly to your tone.
List and describe the six components of the communications cycle. - CORRECT ANSWER✅✅Sender is
the person who initiates the communication, receiver is the person who is the target of the
communication, message is the idea itself, medium is the manner the message is transferred from the
sender to receiver, context is the situation, feedback is communication from the receiver.
Define active listening. - CORRECT ANSWER✅✅Interest and understanding in what is said through
being in a conversation.
Define open-ended questions. - CORRECT ANSWER✅✅Yes or no questions to provide more information
from the sender.
Define paraphrasing. - CORRECT ANSWER✅✅Paraphrasing is a brief rephrasing of information provided
by the sender.
Define reflecting feelings. - CORRECT ANSWER✅✅Reflecting feelings are repeating in a short statement
that shows the feelings the sender is communicating
List the common traps that may prevent or discourage active listening. - CORRECT
ANSWER✅✅Common traps that prevent active listening are conversation overload, personal
preoccupation,, rate of thought, noice, and assumptions.
Explain why it is important that telecommunicators use clear speech and proper diction. - CORRECT
ANSWER✅✅It is important for telecommunicators to use clear speech because the message is
understood.
Explain the difference between an observation and an inference. - CORRECT ANSWER✅✅Observations
are what we hear, and what we think we see or hear. Inferences are made from our observations.
