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IAED Ch 4 Exam Review Questions and Answers 100% Solved
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IAED Ch 4 Exam Review Questions and Answers 100% Solved
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IAED Ch 4 Exam Review Questions andAnswers 100% Solved
What are examples of heightened caller emotions? - ✔✔Sadness, grief, helplessness, fear, worry,
anger, rage, shock, panic, and frustration .
What is the definition for hysteria? - ✔✔A state of such heightened tension or excitement that
there is a temporary loss of control over one's actions or emotions.
Only about percent of callers actually exhibit his steric all behavior. - ✔✔2-4%
What is the definition of demeanor? - ✔✔The expression of emotions and attitudes through
outward appearances and behavior.
What are the four techniques of call management? - ✔✔Minimize call-processing gaps, focus on
the callers message not the way it's delivered, acknowledge the callers emotion, and use calming
techniques throughout the call.
Explain the difference between race and culture. - ✔✔Race refers to a group of people of
common ancestry who share similar physical characteristics and culture is defined as the shared
customs practice and expressions of a group of people.
What does the HCO acronym stand for? - ✔✔Hearing Carryover
What does the VCO acronym stand for? - ✔✔Voice Carryover.
, What does HCO do? - ✔✔Is a TTY techniques for communicating with speech impaired callers
who were able to hear.
What does VCO do? - ✔✔Is a TTY technique for communicating with hearing impaired colors
you were able to speak.
What does video relay do? - ✔✔Allow speech and hearing impaired colors to communicate with
call takers by signing a message to an interpreter through a video camera.
The two basic types of customers with whom emergency telecommunicators must interact are: -
✔✔Internal and external.
Public trust is fragile and can be severely impaired by one negative experience. True or false. -
✔✔True
In the context of emergency telecommunication, ECCS stands for: - ✔✔Emotional Content and
Cooperation Score.
Studies show that the ECCS for most emergency callers is between: - ✔✔1-2
Most emergency number callers are too upset you communicate effectively. True or false. -
✔✔False
The hysteria threshold refers to: - ✔✔The point at which a caller loses control over her/his
actions and emotions.
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