Description:
The content discusses the basic, foundational information concerning telecommunicator professionalism, standard telephone techniques, and call receiving etiquette. The content also identifies various types of callers, how to handle high risk and difficult situations, and how to terminate a call. It discusses the basics of emergency call processing by identifying types of phone lines and greetings for each and distinguishing between emergency and nonemergency calls. The content familiarizes telecommunicators with the appropriate questions and techniques for interviewing callers, the process for sequencing and documenting information, and the process of prioritizing calls. It also discusses common errors and assumptions that are made in telecommunications and corrective actions to avoid them. Included in the content is a discussion of the importance of responder safety and how to choose appropriate responding agency, law enforcement, Emergency Medical Services (EMS), and/or fire department, based on caller details. This content also provides a look at an Incident Command System for emergency situations requiring mutual aid from multiple agencies and discusses resource information such as map, time, priority, and follow up procedures. It discusses the importance of listening and focuses on how to become a better listener by overcoming common listening obstacles. It also identifies specific questioning techniques to overcome most listening obstacles to help handle aggressive callers.
Objectives:
IDENTIFY key aspects of telecommunicator professionalism.
IDENTIFY basic foundational techniques and answering standards.
IDENTIFY rules of telephone etiquette.
IDENTIFY various types of callers.
RECALL techniques for controlling an emergency call and calming the caller.
IDENTIFY high risk and difficult call situations.
RECALL how to appropriately terminate an emergency call.
RECALL different types of phone lines and greetings.
DISTINGUISH between emergency and nonemergency calls.
IDENTIFY situational characteristics of incoming calls.
IDENTIFY interviewing questions and techniques.
RECALL a process for sequencing of information. I
DENTIFY methods for documenting/recording information.
RECALL a process for classifying/prioritizing information.
IDENTIFY common mistakes and corrective actions in prioritizing.
IDENTIFY the major types of responders. RECALL key factors of situations requiring mutual aid.
IDENTIFY how to obtain and relay information to insure responder safety.
IDENTIFY types of follow-up procedures. RECALL the importance of listening.
IDENTIFY common listening obstacles and ways to overcome them.
IDENTIFY poor listening habits and ways to improve them.
IDENTIFY various perceptions of vocal qualities.
IDENTIFY questioning techniques that improve listening skills and call control.
