Telecommunicator Refresher: Telephone Communication Techniques and Call Processing



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.


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.

IDENTIFY methods for documenting/recording information.

RECALL a process for classifying/prioritizing information.

IDENTIFY common mistakes and corrective actions in prioritizing.