Module 3 - Telephone Communications

Question 1

As stated in the APCO Public Safety Telecommunicator 1 textbook, if a Telecommunicator can only get one piece of information from a caller, it should be:

A. What
B. Where
C. When
D. Who

Answer 1

B. Where

Question 2

According to the APCO Public Safety Telecommunicator 1 textbook, callers who have lost control and are looking for someone to take control and help them are:

A. Chronic callers
B. Highly emotional callers
C. Older callers
D. Demanding callers

Answer 2

B. Highly emotional callers

Question 3

According to the APCO Public Safety Telecommunicator 1 textbook, the best way to deal with an older caller is to:

A. Ask a series of questions quickly without waiting for an answer
B. Ask one question at a time without waiting for an answer
C. Ask a series of questions slowly without waiting for an answer
D.Ask one question at a time and wait for the answer

Answer 3

D.Ask one question at a time and wait for the answer

Question 4

According to the APCO Public Safety Telecommunicator 1 textbook, callers who are demand special attention due to their real or perceived “social status” are:

A. Older callers
B. Highly emotional callers
C. Demanding callers
D. Chronic callers

Answer 4

C. Demanding callers

Question 5

According to the APCO Public Safety Telecommunicator 1 textbook, Guidecards provide questions for telecommunicators to use for obtaining pertinent information, analyzing incidents, and determining response level.
A. True
B. False

Answer 5

A. True