What type of question allows the caller to provide a detailed explanation of an issue?

Open-ended questions are designed to encourage the caller to provide a more detailed and elaborative response. By asking an open-ended question, the telecommunicator allows the caller to express their thoughts, feelings, and opinions in their own words, without being restricted to a simple or specific answer. This type of questioning is particularly useful in gathering comprehensive information about an incident or issue, as it enables the caller to share context and nuances that might be important for understanding the situation fully.

In contrast, closed-ended questions typically require a brief, direct response, often limited to a single word or a few words. Yes/No questions similarly restrict the response options to just affirmative or negative answers. Multiple-choice questions also funnel the respondent into selecting from predefined options, which can limit the depth of information gathered. By using open-ended questions, telecommunicators facilitate a more in-depth dialogue that can uncover critical details necessary for effective response and resolution.