04 Objective Four - Basic Call Processing Techniques #1

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Across
  1. 5. John Smith called and advised that his car had been taken in the middle of the night. Mr Smith insists you send someone over! This should be classified as
  2. 6. Repeating or summarize in your own words the story that the caller just told you.
  3. 9. There are a number of areas in our state that an addresses’ only difference is the position of the ___(2)
  4. 11. Obtaining a __where help is needed is the one single piece of information that must be obtained in order to start assistance.
  5. 13. It is good practice to have the caller repeat their ___
  6. 16. Smiling, looks of empathy, etc. all naturally responding to a person will indicate you are___.
  7. 18. Just because a caller is abusive to the TCP it does not remove the ____the call taker has to obtain information and provide needed assistance.
  8. 20. Every now and again providing a brief summary of what has been said serves as a useful check that you have heard and understood the caller correctly.
  9. 21. The tone of voice and body stance account for almost ___% of all the communication that takes place.(2)
  10. 22. All takers should ask the caller if it is __for them to remain on the line with them when the call is in progress or just occurred.
  11. 23. Our emotions are conveyed by our facial muscles.
Down
  1. 1. Calls for service range from __to urgent. Allowing them to be dispatched in order of priority.
  2. 2. The radio dispatcher has the responsibility to clear the air on calls where there is a high ___to officers.(2)
  3. 3. A highly essential tool for the sharing of information with one, hundreds as well as thousands of employees.
  4. 4. ___communication involves the use of words while the delivery of the intended message is being made.
  5. 7. A method of effective communication that is personal and has to be used more than only phone calls and emails. when ever possible.
  6. 8. A call determinant code translates into ___ of the call for service.(2)
  7. 10. It’s important that you have an open mind and not let bias or stereotypes influence your____.
  8. 12. When listeners evaluate a message and respond with their opinion, this is called ______ listening.
  9. 14. In speaking with a non-English caller you can try to speak to the caller slowly and_asking that they do the same.
  10. 15. This can be any sort of interference that affects the message being sent, receiver or understood
  11. 17. ___ %of communication is on the basis of paralanguage (the volume, tone, and pace of speech)(2)
  12. 19. Telecommunicators should be mindful of their gestures, facial expressions movements and tone of voice these are known as non-threatening __ clues
  13. 22. Storytelling is a form of verbal communication that is effective.