APCO
Questions With Complete Solutions
All non verbal communication requires face to face communication. FAlse
A question that can't be answered yes or no is an open ended question. True
Restating a speakers main points in your own words is applying the active listening technique of
reflectin...
All non verbal communication requires face to face communication. FAlse
A question that can't be answered yes or no is an open ended question. True
Restating a speakers main points in your own words is applying the active listening technique of
reflecting feelings. False
Repeating in a short declarative statement the emotions or feelings the speaker is communicating
is applying the active listening technique of paraphrasing. False
An observation is based on assumptions and an inference is based on facts. False
Good customer service means treating callers with dilligence, consideration, and respect.
True
, APCO
Questions With Complete Solutions
Emergency calls only come in on emergency lines. False
Giving legal advice and/or personal opinions is part of a telecommunicators job. False
It's okay for a telecommunicator to rely on memory during info gathering. False
An accurate description of weapons is critical info for response units. True
The ALI is the calling party's telephoen number and the ANI is the calling party's address and
dispatch info. False
E911 systems enhance basic 911 systems by automatically providing the callers telephone
number and physical address. True
Cordless telephones are considered part of the wireless telephone systems. False
, APCO
Questions With Complete Solutions
911 calls are selectively routed to the correct PSAP based on the MSAG. True
The four basic operational methods for call routing are direct dispatch, call transfer, call relay,
and call referral. True
PBX pinpoint the exact location of the caller. False
Wireless E911 phase one provides the estimated location latitude and longitude of the calling
phone False
Hand set based wireless location technology provides a location on GPS satellites True
Emergency VOIP calls may come in over administrative lines True
A silent open line call must be considered a potential TTY call until proven otherwise
True
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