Florida 911 Public Safety Telecommunicator (PST) Practice Exam

When providing information to callers, PSTs should avoid which of the following?

1. Offering reassurance

2. Making definitive predictions

3. Asking clarifying questions

4. Providing clear instructions

The correct answer is: Making definitive predictions

Making definitive predictions can lead to misunderstandings and potential complications, which is why it is essential for Public Safety Telecommunicators (PSTs) to avoid this practice. When a PST attempts to predict the outcome of a situation or the response of others, it can create unrealistic expectations for the caller. If the prediction does not come to pass, it can lead to frustration, confusion, or even panic, particularly in high-stress situations where callers are seeking immediate assistance and clarity. PSTs are trained to provide clear, factual information and to guide callers through their emergencies based on established protocols, but they must remain neutral and not speculate about the outcomes. Offering reassurance, asking clarifying questions, and providing clear instructions are all essential components of effective communication in emergency situations, enhancing the caller's understanding and ability to respond appropriately to the situation at hand. These practices help maintain calm and focus, making it easier for dispatchers to gather necessary information and coordinate the appropriate response.