CED Communication & Client Relations 2

Question 1

A caller is speaking too fast and you are missing critical details. What is the best approach?

Accepted Answer

Ask the caller to slow down and repeat the missed information

Answer

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?

Accepted Answer

Active listening with reflective paraphrasing

Answer

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?

Accepted Answer

Calmly set professional limits while continuing to gather information

Answer

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?

Accepted Answer

Caller's opinion on emergency response times

Answer

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?

Accepted Answer

Ask the caller to describe nearby landmarks and use ANI/ALI data

Answer

ANI/ALI technology can help identify caller location while the dispatcher continues to coax the address.

(CED) Certified Emergency Dispatcher Practice Test