ETC Practice Test

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

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

Most emergency callers are uncooperative or hysterical.

Back

False

Front

When a caller is having difficulty understanding you over the phone, speaking louder is generally more helpful than speaking slower.

Back

False

Front

The hysteria threshold refers to:

Back

the point in which a caller loses control over her/his actions and emotions

Front

When an ETC is having trouble communicating with a caller who primarily speaks a foreign language, the ETC should:

Back

obtain foreign language support, if available

Front

Which of the following is the best definition for "repetitive persistence"? A calming technique in which the calltaker repeats a phrase verbatim using a firm but caring tone. The phrase should contain an action and a reason for the action.

Back

A calming technique in which the calltaker repeats a phrase verbatim using a firm but caring tone. The phrase should contain an action and a reason for the action.

Front

For the caller, the perceived response time is often longer than the actual response time.

Back

True

Front

When possible, emergency telecommunicators should always ask the caller for permission before providing Pre-Arrival Instructions.

Back

False

Front

In the context of the communication process, the "medium" is:

Back

the channel or means of communication