CED Communication & Client Relations 2 — Questions and Answers
Question 1: A caller is speaking too fast and you are missing critical details. What is the best approach?
- Ask the caller to slow down and repeat the missed information (Correct answer)
- Guess the missing details based on context
- Disconnect and wait for them to call back calmer
- Transfer immediately to a supervisor
Correct answer: Ask the caller to slow down and repeat the missed information
Politely asking the caller to slow down ensures accurate information is captured without interrupting the dispatch process.
Question 2: Which communication technique helps confirm understanding of a caller's message?
- Interrupting to finish their sentences
- Active listening with reflective paraphrasing (Correct answer)
- Remaining silent until they finish, then responding
- Asking yes/no questions only
Correct answer: Active listening with reflective paraphrasing
Reflective paraphrasing confirms comprehension and reassures the caller they are being heard accurately.
Question 3: A caller begins to verbally abuse the dispatcher. What is the appropriate response?
- Hang up immediately
- Respond with equal aggression to assert control
- Calmly set professional limits while continuing to gather information (Correct answer)
- Stay silent until the caller stops
Correct answer: Calmly set professional limits while continuing to gather information
Dispatchers must maintain professionalism and set verbal limits without escalating or abandoning the call.
Question 4: When documenting a call, which information is least critical to record initially?
- Location of the incident
- Caller's phone number
- Caller's opinion on emergency response times (Correct answer)
- Nature of the emergency
Correct answer: Caller's opinion on emergency response times
Subjective opinions do not aid emergency response and are not part of standard dispatch documentation.
Question 5: A caller reports a medical emergency but refuses to give their address. What should the dispatcher do first?
- End the call since no address was provided
- Explain calmly why the address is essential and attempt to obtain it through alternate means
- Dispatch to the nearest hospital
- Ask the caller to describe nearby landmarks and use ANI/ALI data (Correct answer)
Correct answer: Ask the caller to describe nearby landmarks and use ANI/ALI data
ANI/ALI technology can help identify caller location while the dispatcher continues to coax the address.
Question 6: What does 'active listening' require from a CED dispatcher?
- Only hearing words without processing meaning
- Full concentration, comprehension, and feedback during the call (Correct answer)
- Asking the caller to repeat everything twice
- Documenting every word verbatim
Correct answer: Full concentration, comprehension, and feedback during the call
Active listening involves full engagement with the caller to process and respond to information accurately.
Question 7: Which phrase best demonstrates empathy when a caller reports a traumatic event?
- You need to calm down right now.
- I understand this is very frightening; help is on the way. (Correct answer)
- Just answer my questions quickly.
- Why didn't you call sooner?
Correct answer: I understand this is very frightening; help is on the way.
Acknowledging the caller's distress while reassuring them that help is coming demonstrates genuine empathy.
CED Communication & Client Relations 2
A caller is speaking too fast and you are missing critical details.
What is the best approach?