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TRAINING MANUAL FOR HEALTHCARE SECURITY OFFICERS PRACTICE EXAM QUESTIONS AND ANSWERS
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TRAINING MANUAL FOR HEALTHCARE SECURITY OFFICERS PRACTICE EXAM QUESTIONS AND ANSWERS
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TRAINING MANUAL FOR HEALTHCARESECURITY OFFICERS PRACTICE EXAM
QUESTIONS AND ANSWERS
(1.1) Which of the following is NOT one of the classifications of healthcare
organizations? - Answer-Individual healthcare
(1.2) Which of the following is NOT a risk issue for healthcare? - Answer-Mostly female
staff
(1.3) Which of the following is usually at the top of the organization chart? - Answer-
Board of Directories
(1.4) Which statement best describes employees? - Answer-All staff directly employed
by the facility
(1.5) Security uses senior management's endorsement to build what kind of program? -
Answer-Strong and Effective
(2.1) How should friendships and interpersonal relationships between security officers
and staff members from other departments be treated? - Answer-Encouraged, but
security staff educated about ethics and avoiding favoritism
(2.2) Which of the following allows a department to assess its cost-effectiveness within
an organization? - Answer-Benchmarking
(2.3) What should be the most primary overriding concern of any security department
be? - Answer-The safety and well-being of anyone in the facility
(2.4) Which of the following are skills a security professional should have and use at all
times? - Answer-- Good observation skills
- Good communication skills
- Tolerance
Its (D) All of the above
(2.5) Why are vendors potentially a high security risk to a healthcare facility? - Answer-
Vendors often have access to sensitivity areas yet staff of the healthcare organization
may know very little about vendors' backgrounds
(2.6) In the patient- and family-centered care philosophy, who determines which
individuals are part of the patient's family? - Answer-The patient, provided he or she is
developmentally mature and competent to do so
, (3.1) Which of the following is NOT an example of an external customer? - Answer-
Employees
(3.2) Which of the following does NOT help the security uniform communicate an
appropriate message to the public? - Answer-Wearing the uniform shirt untucked
(3.3) Which of the following is NOT an undesirable behavior and demeanor in a security
officer? - Answer-Confidence
(3.4) What is the relationship between employees and management sometimes called?
- Answer-Employee relations
(3.5) What may union members NOT do during picketing? - Answer-Block entrances to
the facility
(4.1) The speech pattern related to your tone of voice is considered which dorm of
communication? - Answer-Paraverbal communication
(4.2) Which of the following is NOT a proper technique to use when providing good
customer service? - Answer-Looking at your watch every few minutes
(4.3) "Perception is reality"-What is important for the security professional to remember
regarding this statement? - Answer-- All interactions are subject to personal
interpretation
- Positive nonverbals and paraverbals will influence the "perception" of customers
- A customer's prior history of interaction may impact their initial impression of security
in either an adverse or positive way
Its (D) All of the above
(4.4) Which of the following are powerful reasons to advocate and promote strong
customer service? - Answer--Strong customer service prevents violence and help
preserve a safe therapeutic environment.
-Customer service supports people in crisis and may have a lasting impact for the
customer.
-Strong customer service allows security officers opportunities to problem solve with a
person in crisis.
Its (D) All of the above
(4.5) The L.A.S.T. technique in managing complaints requires security professionals to:
- Answer-Listen, Apologize, Solve, Thank
(4.6) Which of the following environmental factors can contribute to customer
dissatisfaction and anxiety? - Answer-- Lack of privacy
- Excessive noise
- Lack of access to refreshments
Its (D) All of the above
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