Exam (elaborations)
APCO FINAL EXAM __ QUESTIONS AND ANSWERS
APCO FINAL EXAM __ QUESTIONS AND ANSWERS
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APCO FINAL EXAM __ QUESTIONS AND ANSWERST/F: The term "PSAP" stands for Public Safety Access Point. Correct Ans - False
T/F: Professionalism is defined by who you are, what you do, and how others perceive you.
Correct Ans - True
T/F: Ethics involves an individual's personal, professional, and organization rules of
conduct. Correct Ans - True
T/F: The three primary fields of public safety communications are law enforcement
communications, fire service communications, and emergency management
communications. Correct Ans - False
T/F: The term "vital statistics" defines the primary functions or tasks of public safety
communications systems. Correct Ans - True
T/F: Computer-Aided Dispatch (CAD) systems, maps, and the Internet are examples of
PSAP informational sources. Correct Ans - True
T/F: A policy is a guide to action and a procedure is a guide to thinking. Correct Ans -
False
The operational relationship between telecommunicators, supervisors, and managers is
defined by the PSAP's? Correct Ans - Chain of Command
The vital services of a public safety communications system are to provide the
communications between the PSAP and? Correct Ans - The public, agency
personnel, other agencies, and support services
A process for supplying supplemental personnel, equipment, or other resources to assist
other agencies in time of need is referred to as? Correct Ans - Mutual Aid
T/F: Quality Assurance programs in the PSAP include actions taken to ensure that
standards and procedures are met and followed. Correct Ans - True
T/F: A question that can't be answered "yes" or "no" is referred to as an open-ended
question. Correct Ans - True
T/F: Because the telecommunicator cannot see callers on the phone, nonverbal
communication plays no part in handling public safety calls for service. Correct Ans -
False
, T/F: Repeating in a short declarative statement the emotions or feelings the speaker is
communicating is applying the active listening technique of paraphrasing. Correct Ans
- False
T/F: An observation is based on assumptions and an inference is based on facts.
Correct Ans - False
T/F: As part of customer service, callers expect to talk to a professional, be treated with
courtesy, and speak to a person that can solve their problem. Correct Ans - True
The six components of the communications cycle are: Correct Ans - Sender,
receiver, context, message, medium, and feedback.
Demonstrating an interest and understanding in what is being said by staying focused,
asking questions, and listening for the main point and rationale behind what is being said is
the definitions of: Correct Ans - Active listening
Physically signaling that you are listening is applying the listening technique of: Correct
Ans - Non-verbal attending
The average individual speaks at a rate of approximately how many words per minute
(WPM)? Correct Ans - 150
T/F: Emergency calls can only come in on emergency lines. Correct Ans - False
T/F: Giving legal advice and/or personal opinions to callers is part of a telecommunicator's
job. Correct Ans - False
T/F: An accurate description of weapons is critical information for response units.
Correct Ans - True
T/F: Relying on memory during information gathering is a good way to get all the details.
Correct Ans - False
T/F: Guidecards provide questions for telecommunicators to use for obtaining pertinent
information, analyzing incidents, and determining response level. Correct Ans -
True
Always preface holds with: Correct Ans - A brief statement explaining the reason
for the hold.
If a telecommunicator can only get one piece of information from a caller, is should be:
Correct Ans - Where
Persistently asking for the same information without changing the words spoken is:
Correct Ans - APCO - A technique used with hysterical callers
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