EMD Exam Study Guide Latest 2023 Graded A+
TRUE
TRUE
RATE
VOLUME
FALSE
FALSE
TRUE
VIDEO RELAY
VOICE CARRYOVER
HEARING CARRYOVER
MY LANGUAGE
FOREIGN LANGUAGE
INITIAL RESPONSE
AN ADULT
CHILD'S LEVEL
ADDRESS CALLBACK NUMBER
STAY ON THE PHONE
INTENDED MESSAGE
HYSTERICAL THRESHOLD
GA...
Ans: ANI/ALI INFORMATION SHOULD ALWAYS BE VERIFIED TO ENDURE ACCURACY.
TRUE/FALSE
2). True
Ans: WHEN CALLING FOR HELP, THE CALLER MAY HEAR MORE RING TONES THAN
THE CALL TAKER.
TRUE/FALSE
3). Rate
Ans: IN EFFECTIVE TELECOMMUNICATION, ________ IS MORE IMPORTANT THAN
VOLUME.
4). Volume
Ans: IN EFFECTIVE TELECOMMUNICATION, RATE IS MORE IMPORTANT THAN
__________..
5). False
Ans: WHEN WORKING WITH A CALLER WITH MENTAL ILLNESS WHO IS SUFFERING
FROM HALLUCINATIONS OR DELUSIONS YOU SHOULD CHALLENGE FALSE ASSERTIONS
OR BELIEFS.
TRUE/FALSE
6). False
Ans: WHEN WORKING WITH A CALLER WITH MENTAL ILLNESS WHO IS SUFFERING
FROM HALLUCINATIONS OR DELUSIONS YOU SHOULD GO ALONG WITH FALSE
ASSERTIONS OR BELIEFS.
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, TRUE/FALSE
7). True
Ans: WHEN WORKING WITH A CALLER WITH MENTAL ILLNESS WHO IS SUFFERING
FROM HALLUCINATIONS OR DELUSIONS YOU SHOULD INFORM THE CALLER YOU SEE
THINGS DIFFERENTLY AND ACKNOWLEDGE THE FACT THAT PEOPLE HAVE THE RIGHT
TO SEE THINGS IN THEIR OWN WAY.
8). Video relay
Ans: ALLOWS SPEECH AND HEARING IMPAIRED CALLERS TO COMMUNICATE WITH
CALLTAKERS BY SIGNING THEIR MESSAGES TO AN INTERPRETER.
9). Voice carryover
Ans: ALLOWS HEARING IMPAIRED CALLERS TO SPEAK TO CALLTAKERS AND RECEIVE
TTY/TDD ANSWERS FROMM THE CALLTALER.
10). Hearing carryover
Ans: ALLOWS SPEECH IMPAIRED CALLERS TO USE TTY/TDD TO TEXT CALLTAKERS
AND HEAR THE CALLTATKER'S ANSWERS.
11). My language
Ans: TO EFFECTIVELY WORK WITH FOREIGN-LANGUAGE CALLERS YOU AS A CALL
TAKER MUST DETERMINE - DOES THE FOREIGN-LANGUAGE CALLER KNOW ENOUGH OF
__ ________ TO COMMUNICATE?
12). Foreign language
Ans: TO EFFECTIVELY WORK WITH FOREIGN-LANGUAGE CALLERS YOU HAVE TO
KNOW HOW TO OBTAIN _______ ________ SUPPORT.
13). Initial response
Ans: TO EFFECTIVELY WORK WITH FOREIGN-LANGUAGE CALLERS THE CALLTAKER
MUST KNOW WHEN THEY SHOULD SEND AN _______ ________.
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