ETC Chapter 4 Crossword

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