ETC EXAM QUESTIONS AND ANSWERS
When faced with an ethical dilemma in the communication center, the etc should first -
Answers- follow established protocol, procedure, and policy
The three p's stand for - Answers- protocol, procedure, policy
The hysteria threshold refers to - Answers- The point at which a caller loses control
over his/her actions and emotions
When an ETC is having trouble communicating with a caller who primarily speaks a
foreign language, the ETC should: - Answers- Obtain foreign language support, if
available.
Which of the following is the best definition for repetitive persistence - Answers- a
calming technique in which the call taker repeats a phrase verbatim using a firm but
caring tone. Should contain both action and reason for the action
For the caller the perceived response time is often longer than actual response time -
Answers- true
In some emergency communication centers the responsibilities of call takers and
dispatching are distinct rolls performed by separate individuals - Answers- true
If a responder or field unit needs additional resources at the scene who would typically
be responsible for locating notifying and coordinating those additional resources -
Answers- ETC
TDD - Answers- Telecommunications for the Deaf
CAD - Answers- Computer Aided Dispatch
In the context of the communication process, the "medium" is - Answers- channel or
means of communication
The international Academy's of emergency dispatch recommend that etcs verify the
address and call back number by repeating the information back to the caller -
Answers- false
When communicating with a callar suffering hallucinations or delusions the ETC should
challenge the callers false assumptions and believes - Answers- false
One of the best techniques for reducing the negative effect of call processing gaps is to
- Answers- tell the caller what you are doing and why
Most emergency callers are uncooperative or hysterical - Answers- false
When faced with an ethical dilemma in the communication center, the etc should first -
Answers- follow established protocol, procedure, and policy
The three p's stand for - Answers- protocol, procedure, policy
The hysteria threshold refers to - Answers- The point at which a caller loses control
over his/her actions and emotions
When an ETC is having trouble communicating with a caller who primarily speaks a
foreign language, the ETC should: - Answers- Obtain foreign language support, if
available.
Which of the following is the best definition for repetitive persistence - Answers- a
calming technique in which the call taker repeats a phrase verbatim using a firm but
caring tone. Should contain both action and reason for the action
For the caller the perceived response time is often longer than actual response time -
Answers- true
In some emergency communication centers the responsibilities of call takers and
dispatching are distinct rolls performed by separate individuals - Answers- true
If a responder or field unit needs additional resources at the scene who would typically
be responsible for locating notifying and coordinating those additional resources -
Answers- ETC
TDD - Answers- Telecommunications for the Deaf
CAD - Answers- Computer Aided Dispatch
In the context of the communication process, the "medium" is - Answers- channel or
means of communication
The international Academy's of emergency dispatch recommend that etcs verify the
address and call back number by repeating the information back to the caller -
Answers- false
When communicating with a callar suffering hallucinations or delusions the ETC should
challenge the callers false assumptions and believes - Answers- false
One of the best techniques for reducing the negative effect of call processing gaps is to
- Answers- tell the caller what you are doing and why
Most emergency callers are uncooperative or hysterical - Answers- false
