List the combined verbal and nonverbal elements that communicate to the telecommunicator the situation being reported - correct answer Comfortable
... [Show More] tone
Encourages conversation
Demonstrates interest
Signals understanding
Message format
List and describe the six components of the communications cycle - correct answer 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 relationship between the sender and receiver.
Feedback: The response from the receiver to the sender as perceived by the receiver
Define active listening - correct answer Showing interest and understanding in the conversation through a means of physical and verbal cues
Define open-ended questions and give an example - correct answer Questions that require a response beyond a "yes" or "no" forcing the receiver to provide more information. Ex: "How did this happen?"
Define "in progress" calls. - correct answer Those with an imminent threat to life or property and require an immediate dispatch
Define "just occurred" calls. - correct answer There is no immediate threat to life or property
Define "delayed" calls. - correct answer When the time of occurrence is unknown and the incident requires a report or investigation
Define "abduction/kidnapping" - correct answer The forcible taking of a person or persons against their will, sometimes with the goal of demanding a ransom or other type of compensation for their return.
Explain what the word telematics refers to - correct answer The technology and industry involved in delivering location based services to consumer driven vehicles.
Explain the AMBER Alert system and how it works. - correct answer 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 the affected community and neighbouring areas.
Define paraphrasing and give an example. - correct answer A short restatement of a previous statement showing understanding. Ex: Sender: "He has a gun!" Receiver: "So you say he has a gun?"
Define reflecting feelings and give an example. - correct answer A short statement restating the feelings or emotions of the sender. Ex: "I understand that you're feeling scared"
List the common traps that may prevent or discourage active listening. - correct answer Conversation overload
Personal preoccupation
Rate of thought
Noise
Assumptions
Explain why it is important that telecommunicators use clear speech and proper diction. - correct answer It allows for a better understanding of the situation for both the receiver and the sender.
Explain the difference between an observation and an inference. - correct answer An observation is the act of recording true facts and events whilst an inference is the coming to a conclusion based on something known or assumed.
Describe how a telecommunicator can provide good customer service. - correct answer Focussing on the caller, receiving the call, being approachable, expressing empathy, being responsive, being friendly, flexible, reliable, and fast.
List the technologies telematics integrates - correct answer Emergency key press , automatic crash notification calls and vehicle location assistance.
Describe the important dispatch factors for motor vehicle accidents/wrecks - correct answer Apparent injuries, the presence of flames, smoke visible or fuel spill, and if anyone is trapped or pinned inside the vehicle.
Define "hit and run" - correct answer Motor vehicle accidents where at least one party has left the scene [Show Less]