PSAPPublic Safety Answering Point
ProfessionalismWho you are inner character what you do ( behavior
exhibited and how others perceive you image projected
Chain of CommandDefines the relationships between telecommunicators
supervisors , and managers
Vital ServicesThese primary functions fa...
APCO TEST STUDY GUIDE questions
and answers
PSAP✔✔Public Safety Answering Point
Professionalism✔✔Who you are inner character what you do ( behavior
exhibited and how others perceive you image projected
Chain of Command✔✔Defines the relationships between telecommunicators
supervisors , and managers
Vital Services✔✔These primary functions facilitate communication with the
public , between public safety agencies & support service entities
Most callers aren't trained or skilled in dealing with _______situations , and
may appear to be simply asking questions when an emergency
exists✔✔Emergency
Mutual Aid✔✔Process of supplying supplemental personnel , equipment , or
other resources to an incident to assist agencies that may become
overwhelmed
Mutual Response✔✔Simultaneous dispatch of multiple resources for certain
emergencies
A _____is a guide to thinking while a ______is a guide to action✔✔Policy
Procedure
Communication✔✔Transmission of an idea from one mind to another with
understanding
, 5 components of the communication cycle✔✔Sender , receiver , message ,
medium , feedback
Active Listening✔✔Demonstrating an interest and understanding in what is
being said
4 techniques for active listening✔✔Nonverbal attending , open- ended
questions , paraphrasing and reflecting feelings
Non - Verbal Attending✔✔Physically signaling that you are listening
Open - Ended Questions✔✔Questions that cannot be answered with " yes " or
" no "
4W's✔✔Where , when , what , who ( plus weapons if applicable )
Paraphrasing✔✔A brief rephrasing of information provided by the sender
Paraphrasing also assists you listening for the✔✔Main points
Reflecting Feelings✔✔Repeating in a short declarative statement the emotions
the sender is communicating
Observation✔✔The act of noting and recording facts and events
Inference✔✔Deriving a conclusion based on something known or assumed
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