Chapters 1-12 Review

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

• ask the nearest coworker for help

• consult his or her attorney

• follow the established protocol, procedure and policy

• follow his or her instincts

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

• The sender of the message

• a message volume that is not too loud or too soft

• the message itself

• the channel or means of communication

What does the acronym TDD stand for?

• telecommunicationdevice for the deaf

• telecommunicator dial-up dispatch

• text-to-dispatch datat

• total disaster danger

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

• true

• false

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.

• true

• false

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

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

• ask the caller to tell you what's going on now

• tell the caller what you are doing and why

• pretend the gaps don't exist-the caller won't be concerned if you're not

• fill the gaps with casual conversations

A caller reports someone breaking into a home.  What is the most appropriate law enforcement/police call classification for this case?

• Burglary (Break-and-Enter) Home Invasion

• Damage/Vandalism/Mischief

• Robbery (Carjacking)

• Theft (Larceny)

Most emergency callers are uncooperative or hysterical.

• true

• false

The hysteria threshold refers to:

• Callers who don’t act on their reflexive reactions during stressful events.

• Defensive actions taken by calltakers who have been offended by a caller.

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

• Callers who have calmed down and suddenly become emotional again.