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APCO TEST Updated Questions and Answers (2024/2025) (Verified Answers)
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APCO TEST Updated Questions and Answers (2024/2025) (Verified Answers)
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APCO TEST.pdf file:///C:/Users/HP/Desktop/New%20folder%20(4)/APCO%20TESTAPCO TEST QUESTIONS & ANSWERS
1. List the combined verbal and nonverbal elements that communicate to the
telecommunicator the situation being reported: Comfortable tone
Encourages conversation
Demonstrates interest
Signals understanding
Message format
2. List and describe the six components of the communications cycle: The
sender: the person who initiates the conversation
Receiver: The target of the conversation. Can be a person or group.
Message: THe idea/purpose of the conversation
Medium: The form in which the message is transferred between the sender and
receiver.
Context:The situation in which the exchange takes place, this includes the relation-ship
between the sender and receiver.
Feedback:The response from the receiver to the sender as perceived by the receiver
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3. Define active listening: Showing interest and understanding in the conversation
through a means of physical and verbal cues
4. Define open-ended questions and give an example: Questions that require a
response beyond a "yes" or "no" forcing the receiver to provide more information.
Ex: "How did this happen?"
5. Define "in progress" calls.: Those with an imminent threat to life or property and
require an immediate dispatch
6. Define "just occurred" calls.: There is no immediate threat to life or property
7. Define "delayed" calls.: When the time of occurrence is unknown and the
incident requires a report or investigation
8. Define "abduction/kidnapping": The forcible taking of a person or persons
against their will, sometimes with the goal of demanding a ransom or other typeof
compensation for their return.
9. Explain what the word telematics refers to: The technology and industry in-
volved in delivering location based services to consumer driven vehicles.
10. Explain the AMBER Alert system and how it works.: A nationwide system that
is organized under state or regional plans for the purpose of assisting in the recovery
of abducted or endangered children. It uses the Emergency Alert System(EAS) to
broadcast a description of the missing child and the suspected abductor throughout
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the affected community and neighbouring areas.
11. Define paraphrasing and give an example.: A short restatement of a previous
statement showing understanding. Ex: Sender: "He has a gun!" Receiver: "So yousay
he has a gun?"
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12. Define reflecting feelings and give an example.: A short statement restatingthe
feelings or emotions of the sender. Ex: "I understand that you're feeling scared"
13. List the common traps that may prevent or discourage active listening.: -
Conversation overload
Personal preoccupation
Rate of thought
Noise
Assumptions
14. Explain why it is important that telecommunicators use clear speech and
proper diction.: It allows for a better understanding of the situation for both the
receiver and the sender.
15. Explain the difference between an observation and an inference.: An obser-
vation is the act of recording true facts and events whilst an inference is the comingto
a conclusion based on something known or assumed.
16. Describe how a telecommunicator can provide good customer service.: -
Focussing on the caller, receiving the call, being approachable, expressing empathy,
being responsive, being friendly, flexible, reliable, and fast.
17. List the technologies telematics integrates: Emergency key press , automatic
crash notification calls and vehicle location assistance.
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