APCO TEST STUDY GUIDE WITH COMPLETE SOLUTIONS

APCO TEST STUDY GUIDE WITH COMPLETE SOLUTIONS PSAP - Ans:-Public Safety Answering Point Professionalism - Ans:-Who you are inner character what you do ( behavior exhibited and how others perceive you image projected Chain of Command - Ans:-Defines the relationships between telecommunicators supervisors , and managers Vital Services - Ans:-These primary functions facilitate communication with the public , between public safety agencies & support service entities Most callers aren't trained or skilled in dealing with _______situations , and may appear to be simply asking questions when an emergency exists - Ans:-Emergency Mutual Aid - Ans:-Process of supplying supplemental personnel , equipment , or other resources to an incident to assist agencies that may become overwhelmed Mutual Response - Ans:-Simultaneous dispatch of multiple resources for certain emergencies GRACEAMELIA 2024/2025 ACADEMIC YEAR ©2024. ALL RIGHTS RESERVED. FIRST PUBLISH OCTOBER, 2024 Page 2/11 A _____is a guide to thinking while a ______is a guide to action - Ans:-Policy Procedure Communication - Ans:-Transmission of an idea from one mind to another with understanding 5 components of the communication cycle - Ans:-Sender , receiver , message , medium , feedback Active Listening - Ans:-Demonstrating an interest and understanding in what is being said 4 techniques for active listening - Ans:-Nonverbal attending , open- ended questions , paraphrasing and reflecting feelings Non - Verbal Attending - Ans:-Physically signaling that you are listening Open - Ended Questions - Ans:-Questions that cannot be answered with " yes " or " no " 4W's - Ans:-Where , when , what , who ( plus weapons if applicable ) Paraphrasing - Ans:-A brief rephrasing of information provided by the sender Paraphrasing also assists you listening for the - Ans:-Main points Reflecting Feelings - Ans:-Repeating in a short declarative statement the emotions the sender is communicating Observation - Ans:-The act of noting and recording facts and events GRACEAMELIA 2024/2025 ACADEMIC YEAR ©2024. ALL RIGHTS RESERVED. FIRST PUBLISH OCTOBER, 2024 Page 3/11 Inference - Ans:-Deriving a conclusion based on something known or assumed You are not the problem , you are part of the - Ans:-Solution If you can only get one piece of information make sure it is " - Ans:-Where Never send a unit to a potentially dangerous situation without advisement on - Ans:- Weapons 4 general classifications of weapons - Ans:-Long guns hand guns , cutting instruments , blunt instruments Telecommunicators should always base decisions on facts ) , not ( assumptions ) . - Ans:- Observation ; Inferences are the most important people to our PSAP - Ans:-Callers Answer each call by the ______ ring - Ans:-Second ____type of call can come in on ____ line at ____time - Ans:-Any ; any ; any Record facts as they are received . Never leave details to - Ans:-Memory CYMBALS - Ans:-Color , Year , Make / Model , Body , A