APCO PST Final Exam: Questions And Answers
False ✔️ The term PSAP stands for Public safety Access point T/F True ✔️ Professionalism is defined by who you are, what you do, and how others perceive you. T/F True ✔️ Ethics involves an individuals personal, professional, and organization rules of conduct? T/F False ✔️ The 3 primary fields of public safety communications are law enforcement communications, fire service communications, and emergency management communications. T/F True ✔️ The term "vital services" defines the primary functions or tasks of public safety communications systems. T/F True ✔️ Computer-aided Dispatch (CAD) systems, maps, and the internet are examples of PSAP informational sources. T/F False ✔️ A policy is a guide to action and a procedure is a guide to thinking. T/F Chain of Command ✔️ The operational relationship between
telecommunicators, supervisors, and managers is defined by the PSAPs:
The public, agency personnel, other agencies, and support services ✔️ The vital services of a public safety communications system are to provide
communications between the PSAP and:
Mutual Aid ✔️ A process for supplying supplemental personnel, equipment, or other resources to assist other agencies in time of need is
referred to as:
True ✔️ Quality Assurance programs in the PSAP include actions taken to ensure that standards and procedures are met and followed. T/F 1 / 2
True ✔️ A question that can't be answered "yes" or "no" is referred to as an open-ended question. T/F False ✔️ Because the telecommunicator cannot see callers on the phone, nonverbal communication plays no part in handling public safety calls for service.T/F False ✔️ Repeating in a short declarative statement the emotions or feelings the speaker is communicating is applying the active listening technique of paraphrasing. T/F False ✔️ An observation is based on assumptions and an inference is based on facts. T/F True ✔️ As part of customer service, callers expect to talk to a professional, be treated with courtesy, and speak to a person who can solve their problem. T/F Sender, receiver, context, message, medium, and Feedback ✔️ The six
components of the communications cycle are:
active listening ✔️ Demonstrating an interest and understanding in what is being said by staying focused, asking questions, and listening for the main
point and rationale behind what is being said is the definition of:
Non-Verbal Attending ✔️ Physically signaling that you are listening is
applying the listening technique of:
150 WPM ✔️ The average individual speaks at a rate of approximately how many words per minute (WPM)?False ✔️ Emergency calls can only come in on emergency lines. T/F False ✔️ Giving legal advice and/or personal opinions to callers is part of the telecommunicators job. T/F True ✔️ An accurate description of weapons is critical information for response units. T/F
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