PSAP - correct answer Public Safety Answering Point
Telecommunicators - correct answer Receive phone calls, dispatch units, establish communication
... [Show More] links to in-service companies, and complete incident reports.
Ethics - correct answer involves an individual's personal, professional, and organizational rule of conduct. It includes opinions and feelings about manners and behavior.
Chain of Command - correct answer Organizational structure for personnel and job responsibilities, ___ defines the relationship between frontline telecommunicators, supervisors, and managers
Categories of Basic Telecommunications - correct answer There are three primary disciplines of public safety communications: Law enforcement communications, Fire Service communications, and Emergency Service Communications.
Vital Services - correct answer Public safety communications systems have four primary functions or tasks. Referred to as ___ these primary functions facilitate communication with the public, between members of the same agency, between public safety agencies, and between public safety agencies and support entities
Mutal Aid - correct answer A process of supplying supplemental personnel, equipment or other resources to an incident to assist agencies that may be in danger of becoming overwhelmed in their response. these procedures are normally predetermined, and are spelled out in ___ agreements between response agencies.
A POLICY IS A GUIDE TO THINKING - correct answer A policy states what should happen in terms of outcomes, sometimes in very general terms. A policy may state that, There is little in the way of specific guidance here, but there is no mistake that the PSAP expects the telecommunicator to be courteous with all callers.
The Communications Cycle - correct answer Sender, Receiver, Message, Medium, Context, Feedback
Active Listening - correct answer Demonstrating an interest and understanding in what is being said through staying focused, asking questions, listening for the main point and listening for rationale behind what is being said
Nonverbal Attending - correct answer Physically signaling that you are listening
Telecommunicators must effectively communicate without the benefit of ___. - correct answer Face to face interaction
Open-Ended Questions - correct answer Questions that cannot be answered "yes" or "no" requiring the sender to provide more information. ___ begin with words like, Tell me about... Why... How... Describe... Explain...
Paraphrasing - correct answer A brief rephrasing of information provided by the sender.
Reflecting Feelings - correct answer REPEATING IN A SHORT, DECLARATIVE STATEMENT THE EMOTIONS OR FEELINGS THAT THE SENDER IS COMMUNICATING
Observations - correct answer What we see and hear, and also what we think we see and hear. We observe events, and then begin making those observations fit what we know about our world.
Observation - correct answer The act of practice of noting and recording facts and events.
Caller Expectations - correct answer Callers have only a few expectations, and those expectations are very simple.
To talk with a trained professional - correct answer A caller expects to be talking to a trained professional. The thought here is expectation of the public. It is critical that as professionals, we act like professionals. In communications, the most important step is to be professional on every call [Show Less]