BLET Midterm Prep – NC Basic Law Enforcement
Training.
Customer
1. Every caller,
whether
emergency
or non-
emergency
must be
viewed as a ?
2. Dealing with peo- Protect and serve
ple over the
tele- phone
becomes a
serious ex-
change; the
ob- ject is to
&
3. telephone Set of skills and attitudes used when answering the phone that allows the
eti- quette assistant to sound alert, interested, and concerned.
4. Flexibility dealing with a variety of people from many ditterent backgrounds and
needs will take a lot of skill and practice
8
.
1/
16
, NC BLET MIDTERM
Study online at
https://quizlet.com/_ebij8h
5. Empathy NOT SYMPATHY
Understanding and the ability to openly perceive the callers need- NOT
to share in his emotions
6. Professionalism Just because your in a field that is identified as professional doesn't mean
you are automatically qualified as a professional
7. You (WE) HELP
repre- sent
to the caller?
, BLET Midterm Prep – NC Basic Law Enforcement
Training.
First Discard
impressions you:
(just judgemen
something to t
remember) opinions
biases
prejudice
9. The first con- s
sideration
quickly
should always
be how
you
an- swer the
tele- phone.
10. 3 essential
parts of an Location
emergency call call type
call back number
11. the 5 W's Who, What, When, Where, Weapon
12. Where (5 Ws) Location of the incident and caller are ALWAYS the first question
13. What (5 Ws) to classify or prioritize a call its necessary to understand all aspects of the
call
-determine potential severity.
14. When (5 Ws) Priority assignment is often directly related to when a call has occurred
-NEVER assume when, always ask.
15. Who (5 Ws) Caller info is usually needed except when multiple calls are being reported
(ex
8 mass shooting)
.
1/
16
Training.
Customer
1. Every caller,
whether
emergency
or non-
emergency
must be
viewed as a ?
2. Dealing with peo- Protect and serve
ple over the
tele- phone
becomes a
serious ex-
change; the
ob- ject is to
&
3. telephone Set of skills and attitudes used when answering the phone that allows the
eti- quette assistant to sound alert, interested, and concerned.
4. Flexibility dealing with a variety of people from many ditterent backgrounds and
needs will take a lot of skill and practice
8
.
1/
16
, NC BLET MIDTERM
Study online at
https://quizlet.com/_ebij8h
5. Empathy NOT SYMPATHY
Understanding and the ability to openly perceive the callers need- NOT
to share in his emotions
6. Professionalism Just because your in a field that is identified as professional doesn't mean
you are automatically qualified as a professional
7. You (WE) HELP
repre- sent
to the caller?
, BLET Midterm Prep – NC Basic Law Enforcement
Training.
First Discard
impressions you:
(just judgemen
something to t
remember) opinions
biases
prejudice
9. The first con- s
sideration
quickly
should always
be how
you
an- swer the
tele- phone.
10. 3 essential
parts of an Location
emergency call call type
call back number
11. the 5 W's Who, What, When, Where, Weapon
12. Where (5 Ws) Location of the incident and caller are ALWAYS the first question
13. What (5 Ws) to classify or prioritize a call its necessary to understand all aspects of the
call
-determine potential severity.
14. When (5 Ws) Priority assignment is often directly related to when a call has occurred
-NEVER assume when, always ask.
15. Who (5 Ws) Caller info is usually needed except when multiple calls are being reported
(ex
8 mass shooting)
.
1/
16
