ETC Chaper 4 Crossword

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Across
  1. 2. Assistance provided by a company or organization to those who use its services
  2. 4. This is caused when certain emotions of what might have happened strike the caller
  3. 10. The point at which a caller loses control
  4. 12. Some callers may believe this when it appears to take a long time for help to arrive
  5. 13. This type of customer may be a patient, victim, or concerned bystander
  6. 14. Feeling sorry for someone
  7. 15. This an agency program that advertises the agency and its services to the public
Down
  1. 1. A calming technique an ETC uses by repeating a statement verbatim, using a firm but caring tone
  2. 3. The three P's are Policy, Procedure and this
  3. 5. The ability to feel and reflect what another person is feeling
  4. 6. PSAP stands for Public Safety Answering
  5. 7. A heightened state causing a temporary loss of control over actions and emotions
  6. 8. When things don't immediately improve, these callers may react with a ___ Phenomenon
  7. 9. This action may happen when a caller and patient are reunited
  8. 11. One of two types of customers serviced by an ETC