Chapters 1-12 Review

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

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

What does the acronym TDD stand for?

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

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.

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:

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)

Most emergency callers are uncooperative or hysterical.

The hysteria threshold refers to: