Ah, the B-Pad. I hate the B-Pad.
The B-Pad is designed to measure your interpersonal communications skills. I still don't quite understand what that means.
I don't know about Fire B-Pads, but I have taken several Police ones. I tanked the first one I ever took. After that, I pretty much aced them, because I figured out what the "trick" is.
They show you a videotaped scenario, using actors. After 1-2 minutes of scenario play out, the screen freezes and you have a minute or two to speak to the TV (awkward as hell) with what your communications-type response would be if you were dealing with that situaion in real life. Common scenarios are suicidal people, dangerously unhinged folks, drunks, angry complainants, severely traumatized crime victims and so on.
Basically, tell the folks that you are there to help them, tell them that EMS and Victim's Services are coming, and keep repeating that you are there to help. Oh, and if the role-player is holding a gun to their head, work in a few "drop the gun" statements.
You might want to try posting this on the Brothers Of The Shield forum.