APCO TEST QUESTIONS WITH 100 % CORRECT ANSWERS | VERIFIED

List the combined verbal and nonverbal elements that communicate to the telecommunicator the situation being reported - Comfortable tone Encourages conversation Demonstrates interest Signals understanding Message format List and describe the six components of the communications cycle - 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 - Showing interest and understanding in the conversation through a means of physical and verbal cues Define open-ended questions and give an example - 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. - Those with an imminent threat to life or property and require an immediate dispatch Define "just occurred" calls. - There is no immediate threat to life or property Define "delayed" calls. - When the time of occurrence is unknown and the incident requires a report or investigationDefine "abduction/kidnapping" - 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 - The technology and industry involved in delivering location based services to consumer driven vehicles. Explain the AMBER Alert system and how it works. - 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. - 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. - 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. - Conversation overload Personal preoccupation Rate of thought Noise Assumptions Explain why it is important that telecommunicators use clear speech and proper diction. - 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. - 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. - Focussing on the caller, receiving the call, being approachable, expressing empathy, being responsive, being friendly, flexible, reliable, and fast. List the technologies telematics integrates - Emergency key press , automatic crash notification calls and vehicle location assistance.