PSD Crisis Management & Decision-Making Skills

Question 1

What is the first step in managing a crisis call?

Accepted Answer

Assess the situation for urgency

Answer

Transfer to voicemail

Answer

Place the caller on hold

Answer

Request the caller to call back later

Question 2

Why is decision-making important in crisis management?

Accepted Answer

To allocate resources quickly and effectively

Answer

To impress supervisors

Answer

To follow rigid scripts

Answer

To delay response

Question 3

What helps dispatchers remain calm under pressure?

Accepted Answer

Training and protocols

Answer

Avoid answering calls

Answer

Use humor

Answer

Ignore callers

Question 4

How can dispatchers improve their crisis decision-making?

Accepted Answer

Participate in training and simulations

Answer

Avoid learning from mistakes

Answer

Ignore protocols

Answer

Delay dispatching

Question 5

Which of the following is a poor decision in a high-stress call?

Accepted Answer

Placing the caller on hold unnecessarily

Answer

Providing clear instructions

Answer

Asking the right questions

Answer

Alerting field units

Question 6

Why is it important to stay neutral and nonjudgmental?

Accepted Answer

To gain trust and improve communication

Answer

To end calls faster

Answer

To argue with the caller

Answer

To write incident reports

Question 7

What is a key component of crisis communication?

Accepted Answer

Active listening

Answer

Talking over the caller

Answer

Interrupting with instructions

Answer

Repeating scripts

Question 8

How should dispatchers handle conflicting information?

Accepted Answer

Ask clarifying questions

Answer

Ignore it

Answer

Guess the facts

Answer

Let responders decide

Question 9

What should a dispatcher do if overwhelmed during a crisis?

Accepted Answer

Ask for support from a colleague

Answer

Ignore other calls

Answer

Quit the call

Answer

Shut off the radio