Chapters 1-12 Review

Front

When faced with an ethical dilemma in the communication center, the ETC should first:

Back

follow the established protocol, procedure and policy

Front

In the context of the communication process, the “medium” is:

Back

the channel or means of communication

Front

What does the acronym TDD stand for?

Back

telecommunication device for the deaf

Front

When communicating with a caller suffering from hallucinations or delusions, the ETC should challenge the caller's false assertions and beliefs.

Back

false

Front

The International Academies of Emergency Dispatch (IAED) recommends that emergency telecommunicators verify the address and callback number by repeating the information back to the caller.

Back

false

Front

In recent years, the total number of emergency calls has increased dramatically due to: more teen drivers than ever before, wake-effect collisions, wireless technology, an increase in workplace accidents

Back

wireless technology

Front

One of the best techniques for reducing the negative effect of call-processing gaps is to:

Back

tell the caller what you are doing and why

Front

A caller reports someone breaking into a home. What is the most appropriate law enforcement/police call classification for this case? Options: Burglary (Break-and-Enter) Home Invasion, Damage/Vandalism/Mischief, Robbery (Carjacking), Theft (Larceny)

Back

Burglary (Break-and-Enter) Home Invasion

Front

Most emergency callers are uncooperative or hysterical.

Back

false

Front

The hysteria threshold refers to:

Back

The point at which a caller loses control over his actions and emotions.