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8 Cards in this Set
- Front
- Back
COURTESY
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AS THE DEMONSTRATION OF CONSIDERATION, COOPERATION & RESPECT WHEN INTERACTING WITH OTHERS.
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"METHODS THAT AN OFFICER CAN USE TO DEMONSTRATE COURTESY"
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a) TONE OF VOICE
b) WORD SELECTION & USAGE c) MANNERISMS d) ATTITUDE e) RESPECT FOR OTHERS f) POSITIONING OF BODY |
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"WHY COURTESY IS AN IMPORTANT ELEMENT OF CRIMINAL JUSTICE WORK"
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a) PUBLIC RELATIONS
b) IMAGE REFLECTS ON YOUR AGENCY c) CREATES SUPPORT FOR OFFICERS & YOU d) THE PUBLIC IS YOUR EMPLOYER e) REFLECTS SELF-RESPECT |
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"COURTESY IN ROLE PLAY SITUATION"
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a) VISITOR CONTACT
b) PUBLIC SPEAKING c) COUNSELING INMATES d) RESPONDING TO DISTURBANCE e) TAKING INFORMATION OF INCIDENT FROM WITNESS/ VICTIM f) GIVING ORDERS/INSTRUCTION TO WORK GROUP g) TELEPHONE CONVERSATIONS |
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"BASICS PRINCIPLES THAT MUST BE FOLLOWED WHEN TAKING TELEPHONE CALLS"
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a) PROMPT ANSWERING
b) APPROPIATE GREETING & IDENTIFICATION c) COURTEOUS LISTENING d) ACCURATE RECORDING OF INFORMATION e) APPROPRIATE INTEREST & SINCERITY f) QUICK & ACCURATE ROUTING OF CALLS g) SERVICE OR INFORMATION REQUESTED IS PROVIDED, IF POSSIBLE h) COURTEOUS TERMINATION OF CALL |
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"THE IMPORTANCE OF ESTABLISHING GOOD TELEPHONE PROCEDURES"
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a) RECOGNIZE THAT CALLS COME FROM PEOPLE FROM ALL LEVELS OF SOCIETY & DEAL WITH A WIDE VARIETY OF SITUATIONS
b) ASSURE THAT THE CALLER IS PUT IN THE BEST PSYCHOLOGICAL MOOD SO THAT PERTINENT INFORMATION CAN BE OBTAINED c) ASSURE THAT THE CALL-TAKER ESTABLISHES & MAINTAINS CONTROL OF EVERY CONVERSATION IN ORDER TO EFFICIENTLY OBTAIN NECESSARY INFORMATION |
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"THE BASIC QUALITIES OF VOICE CONTROL THAT SHOULD BE USED IN TELEPHONE CONVERSATION"
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a) ALERTNESS
b) PLEASANTNESS c) NATURALNESS d) DISTINCTNESS e) EXPRESSIVENESS |
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"METHODS USED TO CONTROL UNCOMMON TYPES OF CALLER"
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a) ANGRY CALLER
b) HYSTERICAL CALLER c) GOSSIPY CALLER d) FOREIGN LANGUAGE e) FACETIOUS CALLER |