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