consistent delivery - correct answer over the course of a shift ensure that our pitch, volume,
and speed of speech should remain the same
clear and concise transmission - correct answer before pressing the PTT button consider your
message and make sure the information is accurate then keep the message simple
limiting emotions - correct answer avoid making the person n the other end of the transmission
feel they are the focus of your feelings
avoiding voice clipping - correct answer key, hesitate, speak. stop speaking, hesitate, release
key
Who is the overseer responsible for assigning and monitoring public safety telecommunicators
frequencies? - correct answer APCO
What would be a result of having your microphone far away from your mouth? - correct answer
Increased chance of feedback
You receive the following description of an individual apprehended by an officer: AMJ 605 275
BLK BRO. How would you interpret this description? - correct answer Asian, male, juvenile, 6
feet 5 inches, 275 lbs, black hair, brown eyes
You receive the following description of a vehicle: GRN 09 NISSAN 370Z 2 DOOR FAST1 TX.
Given this description, what is the license plate number? - correct answer FAST1
What is the basis for the effectiveness of the communication cycle? - correct answer Length of
time taken for feedback to be received by the initial sender
The person to whom the message is directed is called the receiver or the __________________.
- correct answer interpreter
The setting in which the communication takes place is referred to as __________________. -
correct answer context
Which type of listening forms the basis of the other four types of listening? - correct answer
Discriminative
The goal of __________________ listening is to be a sympathetic ear without being required to
offer detailed verbal responses. - correct answer relationship
summarize - correct answer serves as a means to show you have heard and understood the
caller
short interjections - correct answer utilized as unobtrusive signals that you are listening
relevant and clarifying questions - correct answer when based on the conversation these
questions show you have been listening
,reflecting words, thoughts, fellings - correct answer repeating the callers communication back
to them emphasizing their words
emotional labeling - correct answer attaching a tentative identifier to the emotion you hear in
the callers voice and words
effective pauses - correct answer effective response to callers who are engaged in highly
charged emotional outbursts
"I" messages - correct answer used to tell your caller how their actions are making you feel
when they say or do something
open-ended questions - correct answer allows us to get the caller talking, bide for more time,
and gain itelligence
Which type of listening is listening for the sake of pure enjoyment? - correct answer
Appreciative
verbal communication - correct answer use of oral medium to convey the message; personal in
nature and most effective in person
written communication - correct answer useful for business communication and issuing legal
instructions; social media is a medium
nonverbal communication - correct answer mediums include the human body and tone of
voice; mainly serves to reinforce verbal messages, but can convey information on its own
visual communication - correct answer can occasionally replace verbal and nonverbal
communications; charts, graphs, and illustrations are mediums
Select the six Ws. - correct answer Where, What, When, Who, Why, Weapons
Which of the following help differentiate addresses? - correct answer All of these
What should you ask of the caller if they are on an in-progress call with you? - correct answer
Can you remain safely on the line with me?
Which of these pieces of data are included in Basic Reporting Party Data? Select all that apply. -
correct answer -Name of the caller,
-Caller's home address,
-Caller's home phone number,
-Caller's status as victim, witness, or reporting on behalf of someone,
-Caller's date of birth,
-Callback number if different from the home number
,You receive a call from someone in an active attack incident. They tell you that the suspect has
a gun, and you can hear shots in the background. What is the first question you should ask in
order to gain information about the weapon being used? - correct answer What type of gun is
being used?
The two methods of questioning are __________________ and __________________
questions. - correct answer open-ended; closed-ended
What is the primary basis for sorting calls? - correct answer Urgency
What is the range of CAD Priority Levels? - correct answer Priority 1 to Priority 6
According to APCO's Public Safety Telecommunicator course, __________________ are
typically considered the most hazardous calls to which a public safety officer will respond. -
correct answer family disturbances
You receive a call, but the caller seems to be hiding something. The possibility of having a
suicidal caller crosses your mind. What is your next step? - correct answer Ask them directly if
they intend to commit suicide
Which of these are effective responses to a hysterical caller? Select all that apply. - correct
answer -Use firm, authoritative, calm voice
-State questions, commands, and phrases simply
-Repeat questions, commands, and phrases exactly the same way each time
You receive a call from an elderly person. What is a potential obstacle when taking a call from
an elderly person? - correct answer Speech or hearing impairments
What should be your first priority when handling an angry, hostile, or abusive caller? - correct
answer maintaining professionalism
Medical care that is not an emergency is the definition of __________________. (4.3.1) -
correct answer non-emergency
What is the first question you should ask a caller when weapons are present? (4.2.4) - correct
answer What type of weapon is present?
The active listening technique of effective pauses uses __________________ to encourage
callers to continue speaking. (4.1.5) - correct answer silence
Which of these may result in the unpredictability the behavior of a suspect, thereby raising the
priority of the call? (4.2.5) - correct answer alcohol and drugs
If a caller reports the presence of a weapon, the __________________ changes greatly. (4.2.4) -
correct answer call priority
, During a call, asking questions that cannot be answered with a yes or no is asking
__________________. (4.1.5) - correct answer open-ended questions
The objective of this listening type is to focus on the sounds. (4.1.3) - correct answer
Discriminative
The four methods of effective communication include __________________, Written,
Nonverbal, and Visual. (4.1.6) - correct answer Verbal
Which of the following is one of the three key parts of discriminative listening? (4.1.3) - correct
answer Awareness of sounds
A telecommunicator should be able to identify the Basic, Enhanced, and NexGen (NG)
__________________ system. (3.1.4) - correct answer 9-1-1
This active listening technique is a good way to bolster the self-esteem of the caller. (4.1.4) -
correct answer Affirmative responses
What is a common attitude held by elderly callers? (4.3.5) - correct answer Uncertainty
Which of the following is an element of basic reporting party data? (4.2.7) - correct answer
Callback number if different from home number
Paralanguage is a component of which method of effective communication? (4.1.6) - correct
answer Nonverbal
__________________ is the setting a situation in which communication takes place. (4.1.2) -
correct answer Context
What is the minimum amount of information you must obtain? (4.2.4) - correct answer
Location where help is needed
Which of the following services allows conversations to flow in a faster and more natural
manner than text-based TRS? (3.2.2) - correct answer Video Relay Service (VRS)
If Jack sends Jill a text message, what would be the medium? (4.1.2) - correct answer The cell
phone
What is the purpose of the reflecting words, thoughts, and feelings active listening technique?
(4.1.4) - correct answer Emphasizing the callers own words
What is the usual course of action for a call where only a location can be obtained? (4.2.9) -
correct answer Dispatch law enforcement to the location to determine further response
Which of the following is the definition of social media? (2.2.2) - correct answer All of the above
As a minimum, which of the following must be recorded on a logging recorder? (3.4.3) - correct
answer Emergency telephone line/answering position
and speed of speech should remain the same
clear and concise transmission - correct answer before pressing the PTT button consider your
message and make sure the information is accurate then keep the message simple
limiting emotions - correct answer avoid making the person n the other end of the transmission
feel they are the focus of your feelings
avoiding voice clipping - correct answer key, hesitate, speak. stop speaking, hesitate, release
key
Who is the overseer responsible for assigning and monitoring public safety telecommunicators
frequencies? - correct answer APCO
What would be a result of having your microphone far away from your mouth? - correct answer
Increased chance of feedback
You receive the following description of an individual apprehended by an officer: AMJ 605 275
BLK BRO. How would you interpret this description? - correct answer Asian, male, juvenile, 6
feet 5 inches, 275 lbs, black hair, brown eyes
You receive the following description of a vehicle: GRN 09 NISSAN 370Z 2 DOOR FAST1 TX.
Given this description, what is the license plate number? - correct answer FAST1
What is the basis for the effectiveness of the communication cycle? - correct answer Length of
time taken for feedback to be received by the initial sender
The person to whom the message is directed is called the receiver or the __________________.
- correct answer interpreter
The setting in which the communication takes place is referred to as __________________. -
correct answer context
Which type of listening forms the basis of the other four types of listening? - correct answer
Discriminative
The goal of __________________ listening is to be a sympathetic ear without being required to
offer detailed verbal responses. - correct answer relationship
summarize - correct answer serves as a means to show you have heard and understood the
caller
short interjections - correct answer utilized as unobtrusive signals that you are listening
relevant and clarifying questions - correct answer when based on the conversation these
questions show you have been listening
,reflecting words, thoughts, fellings - correct answer repeating the callers communication back
to them emphasizing their words
emotional labeling - correct answer attaching a tentative identifier to the emotion you hear in
the callers voice and words
effective pauses - correct answer effective response to callers who are engaged in highly
charged emotional outbursts
"I" messages - correct answer used to tell your caller how their actions are making you feel
when they say or do something
open-ended questions - correct answer allows us to get the caller talking, bide for more time,
and gain itelligence
Which type of listening is listening for the sake of pure enjoyment? - correct answer
Appreciative
verbal communication - correct answer use of oral medium to convey the message; personal in
nature and most effective in person
written communication - correct answer useful for business communication and issuing legal
instructions; social media is a medium
nonverbal communication - correct answer mediums include the human body and tone of
voice; mainly serves to reinforce verbal messages, but can convey information on its own
visual communication - correct answer can occasionally replace verbal and nonverbal
communications; charts, graphs, and illustrations are mediums
Select the six Ws. - correct answer Where, What, When, Who, Why, Weapons
Which of the following help differentiate addresses? - correct answer All of these
What should you ask of the caller if they are on an in-progress call with you? - correct answer
Can you remain safely on the line with me?
Which of these pieces of data are included in Basic Reporting Party Data? Select all that apply. -
correct answer -Name of the caller,
-Caller's home address,
-Caller's home phone number,
-Caller's status as victim, witness, or reporting on behalf of someone,
-Caller's date of birth,
-Callback number if different from the home number
,You receive a call from someone in an active attack incident. They tell you that the suspect has
a gun, and you can hear shots in the background. What is the first question you should ask in
order to gain information about the weapon being used? - correct answer What type of gun is
being used?
The two methods of questioning are __________________ and __________________
questions. - correct answer open-ended; closed-ended
What is the primary basis for sorting calls? - correct answer Urgency
What is the range of CAD Priority Levels? - correct answer Priority 1 to Priority 6
According to APCO's Public Safety Telecommunicator course, __________________ are
typically considered the most hazardous calls to which a public safety officer will respond. -
correct answer family disturbances
You receive a call, but the caller seems to be hiding something. The possibility of having a
suicidal caller crosses your mind. What is your next step? - correct answer Ask them directly if
they intend to commit suicide
Which of these are effective responses to a hysterical caller? Select all that apply. - correct
answer -Use firm, authoritative, calm voice
-State questions, commands, and phrases simply
-Repeat questions, commands, and phrases exactly the same way each time
You receive a call from an elderly person. What is a potential obstacle when taking a call from
an elderly person? - correct answer Speech or hearing impairments
What should be your first priority when handling an angry, hostile, or abusive caller? - correct
answer maintaining professionalism
Medical care that is not an emergency is the definition of __________________. (4.3.1) -
correct answer non-emergency
What is the first question you should ask a caller when weapons are present? (4.2.4) - correct
answer What type of weapon is present?
The active listening technique of effective pauses uses __________________ to encourage
callers to continue speaking. (4.1.5) - correct answer silence
Which of these may result in the unpredictability the behavior of a suspect, thereby raising the
priority of the call? (4.2.5) - correct answer alcohol and drugs
If a caller reports the presence of a weapon, the __________________ changes greatly. (4.2.4) -
correct answer call priority
, During a call, asking questions that cannot be answered with a yes or no is asking
__________________. (4.1.5) - correct answer open-ended questions
The objective of this listening type is to focus on the sounds. (4.1.3) - correct answer
Discriminative
The four methods of effective communication include __________________, Written,
Nonverbal, and Visual. (4.1.6) - correct answer Verbal
Which of the following is one of the three key parts of discriminative listening? (4.1.3) - correct
answer Awareness of sounds
A telecommunicator should be able to identify the Basic, Enhanced, and NexGen (NG)
__________________ system. (3.1.4) - correct answer 9-1-1
This active listening technique is a good way to bolster the self-esteem of the caller. (4.1.4) -
correct answer Affirmative responses
What is a common attitude held by elderly callers? (4.3.5) - correct answer Uncertainty
Which of the following is an element of basic reporting party data? (4.2.7) - correct answer
Callback number if different from home number
Paralanguage is a component of which method of effective communication? (4.1.6) - correct
answer Nonverbal
__________________ is the setting a situation in which communication takes place. (4.1.2) -
correct answer Context
What is the minimum amount of information you must obtain? (4.2.4) - correct answer
Location where help is needed
Which of the following services allows conversations to flow in a faster and more natural
manner than text-based TRS? (3.2.2) - correct answer Video Relay Service (VRS)
If Jack sends Jill a text message, what would be the medium? (4.1.2) - correct answer The cell
phone
What is the purpose of the reflecting words, thoughts, and feelings active listening technique?
(4.1.4) - correct answer Emphasizing the callers own words
What is the usual course of action for a call where only a location can be obtained? (4.2.9) -
correct answer Dispatch law enforcement to the location to determine further response
Which of the following is the definition of social media? (2.2.2) - correct answer All of the above
As a minimum, which of the following must be recorded on a logging recorder? (3.4.3) - correct
answer Emergency telephone line/answering position
