FCC Requirements Instant Messenger (IM) Emergency Emergency Call Processing Emergency Call Processing Variations Emergency Reporting Emergency Form TTY-Emergency Voice-Emergency Federal Relay FedRelay Intro FedRelay Confidentiality Policy Service FedRelay Announcement FedRelay Customer Information Requests FedRelay Service Explanation FedRelay Customer Contacts FedRelay Procedures FedRelay Reporting FedRelay call types STS STS Introduction & History Ways to Reduce/Streamline Notes STS Description Standard Abbreviations (STS) Disabilities STS-Voice Characteristics of STS Stereotypes STS VCO-Voice Clarifying Phrases VCO (TTY answer) Phrases to Avoid Voice-STS VCO (VCO answer) STS Image STS VCO -- 2 Line VCO STS Agent Tools TTY-STS Consistency STS-TTY Patience Non-branded HCO-STS Ask Yes/No Questions STS-HCO No Personal Conversation STS Hold Message Phrases STS Call Takeover STS Alphabet Confidentiality & Transparency Transparency/Call Control/ Confidentiality Personal Conversations requests STS Variations Healthy Detachment Healthy Detachment Intro Perception Objectives Ways to Reduce Stress Survival Skills Hospitality Relay Traps Phrases Healthy Relay Introduction Setting up Workstation Objectives GUAM - Get Up and Move Ergonomics Ergonomic Relief Stretching Exercises Slowing the Customer Down Agent Reinforcement Overtime Ergonomic Review Relaxation Learner Understanding the Needs of the Adult Learner Modeling The Learning Continuum Checking For Understanding Use of Different Modalities Guided Practice Edgar Dale’s Cone of Experience Independent Practice Elements of Lesson Design Summary Focus Evaluation Objective & Purpose How to Give Effective Instruction Questioning Guidelines Trust in Management Feedback - Training & Coaching Technique Assessing The Assessment Process in Training Acceptable Time Frame Performance Assessment - What is involved? Acceptable Is Relative Practice Time Ways to Spelling Test Feedback Written tests Maintain Self-esteem & Motivate Side by side evaluations Pass/Fail Guidelines Typing Introduce Assessment Form Form Set-Up Introduction to Introduction to Diversified Culture Why is there Deaf Culture? Diversified Culture Diversification What Do You Know Deafness Who Uses Relay Myths About Deafness Understanding Our Customer Two Views of Deafness Special Communication Needs Loudness Levels Pathological vs. Cultural View of Deafness Characteristics of Deafness The Deaf Community Deaf Heritage History in Europe Edward Miner Gallaudet
FCC Requirements Emergency Call Processing Emergency Reporting TTY-Emergency Instant Messenger (IM) Emergency Emergency Call Processing Variations Emergency Form Voice-Emergency Federal Relay Service FedRelay Intro FedRelay Announcement FedRelay Service Explanation FedRelay Procedures FedRelay call types FedRelay Confidentiality Policy FedRelay Customer Information Requests FedRelay Customer Contacts FedRelay Reporting STS STS Introduction & History STS Description Disabilities Characteristics of STS Stereotypes Clarifying Phrases Phrases to Avoid STS Image STS Agent Tools Consistency Patience Ask Yes/No Questions No Personal Conversation Phrases STS Alphabet Transparency/Call Control/ Confidentiality Ways to Reduce/Streamline Notes Standard Abbreviations (STS) STS-Voice STS VCO-Voice VCO (TTY answer) Voice-STS VCO (VCO answer) STS VCO -- 2 Line VCO TTY-STS STS-TTY Non-branded HCO-STS STS-HCO STS Hold Message STS Call Takeover Confidentiality & Transparency Personal Conversations requests STS Variations Healthy Detachment Healthy Detachment Intro Objectives Survival Skills Relay Traps Perception Ways to Reduce Stress Hospitality Phrases Healthy Relay Introduction Objectives Ergonomics Stretching Exercises Agent Reinforcement Ergonomic Review Setting up Workstation GUAM - Get Up and Move Ergonomic Relief Slowing the Customer Down Overtime Relaxation Learner Understanding the Needs of the Adult Learner The Learning Continuum Use of Different Modalities Edgar Dale’s Cone of Experience Elements of Lesson Design Focus Objective & Purpose Trust in Management Modeling Checking For Understanding Guided Practice Independent Practice Summary Evaluation How to Give Effective Instruction Questioning Guidelines Feedback - Training & Coaching Technique Assessing Performance The Assessment Process in Training Assessment - What is involved? Practice Time Spelling Test Written tests Side by side evaluations Typing Acceptable Time Frame Acceptable Is Relative Ways to Feedback Maintain Self-esteem & Motivate Pass/Fail Guidelines Introduce Assessment Form Form Set-Up Introduction to Diversified Culture Introduction to Diversified Culture Diversification Who Uses Relay Understanding Our Customer Special Communication Needs Pathological vs. Cultural View of Deafness Why is there Deaf Culture? What Do You Know Deafness Myths About Deafness Two Views of Deafness Loudness Levels Characteristics of Deafness The Deaf Community Deaf Heritage History in Europe Edward Miner Gallaudet
10.10%20Wisconsin_Relay_FCC_Re-Cert_Year_2018.docx