Law > QUESTIONS & ANSWERS > NC BLET LE Communication & Information Systems. Questions with accurate answers, Approved. (All)

NC BLET LE Communication & Information Systems. Questions with accurate answers, Approved.

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NC BLET LE Communication & Information Systems. Questions with accurate answers, Approved. Every caller, whether emergency or non-emergency must be viewed as a ? - ✔✔-Customer Dealing with people over the telephone becomes a serious exchange; the object is to _______ & _______ - ✔✔-Protect and serve telephone etiquette - ✔✔-Set of skills and attitudes used when answering the phone that allows the assistant to sound alert, interested, and concerned. Flexibility - ✔✔-dealing with a variety of people from many different backgrounds and needs will take a lot of skill and practice Empathy - ✔✔-NOT SYMPATHY Understanding and the ability to openly perceive the callers need- NOT to share in his emotions Professionalism - ✔✔-Just because your in a field that is identified as professional doesn't mean you are automatically qualified as a professional You (WE) represent _____________ to the caller? - ✔✔-HELP First impressions (just something to remember) - ✔✔-Discard you: judgement opinions biases prejudices The first consideration should always be how ________ you answer the telephone. - ✔✔-quickly 3 essential parts of an emergency call - ✔✔-Location call type call back number the 5 W's - ✔✔-Who, What, When, Where, Weapon Where (5 Ws) - ✔✔-Location of the incident and caller are ALWAYS the first question What (5 Ws) - ✔✔-to classify or prioritize a call its necessary to understand all aspects of the call -determine potential severity. When (5 Ws) - ✔✔-Priority assignment is often directly related to when a call has occurred -NEVER assume when, always ask. Who (5 Ws) - ✔✔-Caller info is usually needed except when multiple calls are being reported (ex mass shooting) -personal information -descripition -pas histories -relationship Weapons (5 Ws) - ✔✔-ALWAYS ASK ABOUT WEAPONS type, availability etc RULE number 1-3 (important) - ✔✔-DONT TAKE IT PERSONALLY Persistent Repetition - ✔✔-useful in breaking through the callers hysterical threshold -repeat same question -same words -same tone of voice How far do you hold your microphone away from your mouth - ✔✔-1-2 inches How do you hold the microphone? - ✔✔-Slanted towards the face at a 30-45 degree angle should you shout when communicating over radio? - ✔✔-No ABCs (3) - ✔✔-Accuracy, Brevity, Clarity Accuracy - ✔✔-make sure the information you broadcast is correct, be exact in location, description etc. Brevity - ✔✔-make all conversations short but complete, proper codes and clear speech Clarity - ✔✔-clear distinct voice DONT mumble, talk low, or high pitched 2 phonetic alphabets - ✔✔-International & Police When using police ABCs you must - ✔✔-never use "made up" words never substitute words use proper ABC and spelling 24 hr time - ✔✔-Beings at midnight being 00

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