Ethics and Call taking Flashcards
The 5 W’s of Call Taking
- Where
- When
- Who
- What
- Weapons
Non-Verbal
A form of communication that typically conveys the biggest part (70%) of the message.
For effective communication, what is the biggest challenge for and ECO communicating with a caller?
A non-Visual environment so unable to rely on non-verbal communication.
The 4 things that have an impact on call volume
- Population
- Location
- Time of Year
- Demographics
The 3 things that provide the foundation for handling high risk / low frequency calls.
- Knowing the SOP’s
- Training often / Education
- Updating SOP’s
Ethics
Moral principle that govern a person’s behavior or the conducting of an activity.
6 Pillars of Character
- Trustworthiness
- Respect
- Responsibility
- Fairness
- Caring
- Citizenship
Gap Theory
Unexplained gaps while talking to a caller.
First Party Caller
The caller is directly involved in the incident/medical they are reporting.
Third Party Caller
The caller is a passerby and is no longer able to provide updates on the situation/medical.
C.Y.M.B.A.L
Color / Year / Make / Body / and / License
What is reduced by having hobbies or interests outside of work?
Stress
Treating everyone with dignity and respect is part of providing?
High Level of Customer Service
Paraphrasinig
Summarizing in your own words what you heard a caller say.
What is the last component in communication?
Feedback
Which characteristic of professional success speaks to the Eco’s ability to perform many important and divers responsibilities with a high level of competence?
Proficiency
3 Categories for call classification or time lapse
- In progress,
- Just occurred
- Past or cold event
