Module 2 - APCO

Question 1

According to the APCO Public Safety Telecommunicator 1 textbook, the six components of the communications cycle are:
A. Sender, receiver, experience, reaction, understanding, and feedback
B. Sender, receiver, experience, medium, interference, and feedback
C. Sender, receiver, message, intentions, understanding, and feedback
D. Sender, receiver, context, message, medium, and feedback

Answer 1

D. Sender, receiver, context, message, medium, and feedback

Question 2

According to the APCO Public Safety Telecommunicator 1 textbook, demonstrating an interest and understanding in what is being said by staying focused, asking questions, listening for the main point and listening for the rationale behind what is being said is the definition of:

A. Open Listening
B. Para-Listening
C. Active Listening
D. Passive Listening

Answer 2

C. Active Listening

Question 3

According to the APCO Public Safety Telecommunicator 1 textbook, physically signaling that you are listening is applying the listening technique of:
A. Nonverbal projecting
B. Nonverbal attending
C. Nonverbal paraphrasing
D. Nonverbal mimicking

Answer 3

B. Nonverbal attending

Question 4

According to the APCO Public Safety Telecommunicator 1 textbook, repeating in a short declarative statement the emotions or feelings the speaker is communicating is applying the active listening technique of paraphrasing.

A. True
B. False

Answer 4

B. False

Question 5

According to the APCO Public Safety Telecommunicator 1 textbook, an Open-ended question is defined as:
A. A question that can be ANSWERed “yes” or “no”
B. A question that provides the restatement of information
C. A question that repeats the caller’s emotions or feelings
D. A question that cannot be ANSWERed “yes” or “no”

Answer 5

D. A question that cannot be ANSWERed “yes” or “no”

Question 6

As stated in the APCO Public Safety Telecommunicator 1 textbook, which of the following is not a pitfall of Active Listening:
A. Conversation overload
B. Rate of thought
C. Rate of speech
D. Noise

Answer 6

C. Rate of speech

Question 7

As stated in the APCO Public Safety Telecommunicator 1 textbook, statements of fact or observation:
A. Can be made only after observation
B. Can be made only by the observer
C. Can be made only to the extent of the observer’s abilities and proficiency
D. All of the above
E. None of the above

Answer 7

D. All of the above

Question 8

As stated in the APCO Public Safety Telecommunicator 1 textbook, statements of inference statements of inference:
A. Can only be made at a specific time
B. Can only be made by a single, specific person
C. Deal only with improbability
D. All of the above
E. None of the above

Answer 8

E. None of the above

Question 9

As stated in the APCO Public Safety Telecommunicator 1 textbook, an observation is based on assumptions and an inference is based on facts.

A. True
B. False

Answer 9

B. False

Question 10

According to the APCO Public Safety Telecommunicator 1 textbook, customers of the Hamilton Fire Department include:

A. Police Officers
B. Public
C. Fire Fighters
D. Paramedics
E. All of the above
F. None of the above

Answer 10

E. All of the above

Question 11

According to the APCO Public Safety Telecommunicator 1 textbook, as part of customer service, callers expect to talk to a professional, be treated with courtesy and speak to a person who can solve their problem

A. True
B. False

Answer 11

A. True

Question 12

As stated in the APCO Public Safety Telecommunicator 1 textbook, Quality Assurance programs in the PSAP include actions taken to ensure that standards and procedures are met and followed.

A. True
B. False

Answer 12

A. True