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APCO Comm Center Supervisor Exam Questions and Answers
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APCO Comm Center Supervisor Exam Questions and Answers
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APCO Comm Center Supervisor ExamQuestions and Answers
An iiagencies iichain iiof iicommand iiprovide iiguidance iifor iipersonnel iiin iirequests iifor
iiinformation, iirouting iiof iicomplaints iior iiissues iiand... ii- iiAnswers ii-Emergency
iiNotifications ii(1.3)
When iiapproached iiby iia iisubordinate iiregarding iitechnical iior iioperational iisituation, iia
iiComm iiCenter iiSupervisor iishould iibe iiprepared iito iianswer iithat iiquestion iior... ii-
iiAnswers ii-Know iiwhere iito iiseek iimore iiinformation ii(1.6)
In iiregards iito iitheir iiagency's iicode iiof iiethics, iia iiComm iiCenter iiSupervisor iishould:
ii(1.7) ii- iiAnswers ii-Adopt iiit iias iitheir iiown
What iitype iiof iidecisions iiare iipoorly iithought iiout, iihave iino iisupporting iidata, iihave iia
iilengthy iitimeframe ii& iibase iifinal iisolutions iion iiindividual iijudgement iiinstead iiof iifact?
ii(2.1) ii- iiAnswers ii-Non-Programmed
According iito iithe iitext, iiwhat iiis iinot iia iicommon iicause iiof iiprocrastination? ii(2.4) ii-
iiAnswers ii-Laziness
3 iibasic iisteps iito iisetting iigoals, iias iilisted iiby iithe iitext ii(2.3) ii- iiAnswers ii-1. iiCreate iia
iibig iipicture iiview iiof iiwhat iiis iiwanted iiand iiwhat iilarge-scale iigoals iiare iidesired
2. iiBreak iilarge-scale iigoals iidown iiinto iismaller iitargets
3. iiStart iiworking iitoward iiaccomplishing iigoals iiusing iithe iiframework iiset
A iiprocess iiby iiwhich iia iiperson iilearns iimore iiabout iithemselves- iiwhat iithey iilike, iiwhat
iithey iido iinot iilike, iiand iihow iithey iitend iito iireact iito iicertain iisituations ii(2.4) ii- iiAnswers
ii-Self-assessment
Continuing iidispatch iieducation iican iiassist iiwith: ii(2.6) ii- iiAnswers ii-1. iiMaintaining
iiproper iilevels iiof iiservice
2. iiIncorporating iinew iipolicies ii& iiprocedures
3. iiAddressing iideficiencies iifound iiin iithe iiagency's iiquality iicontrol iiprogram
The iiprimary iithing iisupervisors iimust iido iito iimanage iistress iilevels iieffectively iiis: ii(2.7)
ii- iiAnswers ii-Take iicare iiof iitheir iiown iistress iifirst
To iibe iia iisuccessful iileader, iithe iiComm iiCenter iiSupervisor iimust iiclearly iidefine iithe
iigoal iior iimission iistatement iiof iitheir iiagency, iihave iia iivision iiand iipassion iifor iiworking
iitowards iimaking iiall iithe iithings iithat iiare iiwrong iiright iidespite iiobstacles iiand
, iichallenges, iibe iifamiliar iiwith iitheir iiresponsibilities iiand... ii(3.1) ii- iiAnswers ii-Be
iimotivated iienough iito iiknow iihow iito iimotivate iiothers
A iisuccessful iiSupervisor iimust iibe: ii(3.3) ii- iiAnswers ii-1. iiHonest iienough iito iiknow iitheir
iistrengths iiand iiweaknesses ii
2. iiReady iiwhen iicalled iiupon iito iishare iitheir iistrengths
3. iiMotivated iienough iito iiwork iiat iireducing iitheir iiweaknesses
The iimost iicommon iiform iiof iicounseling iiis: ii(3.4) ii- iiAnswers ii-Immediate iifeedback
iiafter iia iicall iior iidispatch
Guidelines iifor iicounseling iiemployees iiinclude: ii(3.4) ii- iiAnswers ii-1. iiFocus iion
iibehaviors
2. iiGet iiright iito iithe iipoint
3. iiRemember iito iicompliment
What iimethod iishould iisupervisors iifollow iiwhen iiproviding iifeedback iito iian iiemployee?
ii(3.4) ii- iiAnswers ii-BASIC
Role iimodels iipresent iia iiprofessional iiimage iiat iiall iitimes, iiincluding: ii(3.5) ii- iiAnswers ii-
1. iiLanguage
2. iiDress
3. iiPunctuality
4 iiRespect iifor iiauthority
5. iiAttendance
The iitwo iimost iiimportant iipoints iito iiremember iiwhen iirecommending iia iipolicy iior
iiprocedure iifor iirevision iiare: ii(4.2) ii- iiAnswers ii-1. iiInvolve iithe iiemployees iiand iiother
iisupervisors iiin iithe iidiscussion
2. iiObtain iipermission iito iiwork iion iithe iiproblem iifrom iithe iichain iiof iicommand
The iimost iicommon iimistakes iiin iievaluating iipersonnel iiare: ii(4.3) ii- iiAnswers ii-1. iiThe
iierror iiof iicentral iitendency
2. iiThe iihalo iieffect
3. iiThe iipitchfork iieffect
4. iiThe iierror iiof iiSupervisor iiindifference
When iimeeting iiwith iian iiemployee iito iiissue iian iievaluation, iiwhat iiare iithe iirules iito
iifollow? ii(4.3) ii- iiAnswers ii-1. iiBe iiready iifor iiinteraction
2. iiTake iitime iito iiexplain iithe iievaluation iifully
3. iiDo iinot iiassume iithat iisomeone iireading iithe iievaluation iiwill iicome iito iithe iisame
iiconclusions
Two iimost iicommon iitypes iiof iimotivation iiare: ii(4.4) ii- iiAnswers ii-1. iiIntrinsic
2. iiExtrinsic
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