WorksheetsChapter 4 - ETC
Total questions: 10
Worksheet time: 5mins
The two basic types of customers with whom emergency telecommunicators must interact are:
internal and external
calm and hysterical
professionals and amateurs
elderly and young children
Public trust is fragile and can be severely impaired by one negative experience.
true
false
In the context of emergency telecommunication, ECCS stand for:
Early Childhood Communication System
Elderly Customer Communication System
Emotional Cohesion and Correction Score
Emotional Content and Cooperation Score
Studies show that the ECCS for most emergency callers is between:
1 and 2
2 and 3
3 and 4
4 and 5
Most emergency number callers are too upset to communicate effectively.
true
false
The hysteria threshold refers to:
callers who don’t act on their reflexive reactions during stressful events
defensive actions taken by call takers who have been offended by a caller
the point at which a caller loses control over her/his actions and emotions
callers who have calmed down and suddenly become emotional again
When using the repetitive persistence technique, the call taker should:
repeat a statement verbatim using a firm but caring tone
ask the caller to repeat each statement
resist the temptation to ask the caller to do something more than once
repeat each question asked at least once
When an ETC is having trouble communicating with a caller who primarily speaks a foreign language, the ETC should:
talk louder
ask the caller to repeat the information
obtain foreign language support, if available
use active listening to understand the caller better
When communication with a caller suffering from hallucinations or delusions, you should challenge the caller’s false assertions and beliefs.
true
false
One effective technique for reducing the negative effect of call taking gaps is to:
fill the gap with music or casual conversation
tell the caller what you are doing and why
ignore the gaps----the caller won’t be anxious about them if you’re not
tell the caller to just keep talking
