Across
- 2. ____ Aided (or Assisted) Dispatch.
- 4. The specific meaning of a statement when all of the circumstances are considered.
- 5. What the caller is actually saying.
- 7. To understand an emotion or feeling of another.
- 10. Use clear ___ when answering calls.
- 11. Be ____ and allow the caller to tell his/her story and gather his/her thoughts.
Down
- 1. Collections of thoughts and beliefs that build on a person's philosophy of human nature.
- 2. _______ means being the ultimate professional.
- 3. Control your own _______.
- 6. Avoid "_____" questions such as "Was he a white male?"
- 8. Listening, rather than just "_____" may provide crucial information, otherwise missed.
- 9. Saying "You sound very frustrated..." is an example of Emotion _______.
- 10. General 990 standards expect the call to be answered within ___ seconds.