IAHSS EXAM Q&A
Which of the following is NOT one of the classifications of healthcare organizations
discussed in this chapter?
-proprietary or for-profit
-individual healthcare
-not-for-profit
-government-supported - Answer-Individual healthcare
Which of the following is NOT a risk issue for healthcare?
-mostly female staff
-drugs are used and stored in the facility
-high percentage of technical and professional staff
-publicly accessible and many doors must remain open - Answer-Mostly female staff
Which of the following is usually at the top of the organizational chart? - Answer-Board
of directors
Which of the following statements best describes employees?
-medical staff contracted by the facility
-contracted persons
-all staff directly employed by the facility
-volunteers who donate their time - Answer-All staff directly employed by the facility
Security uses senior management's endorsement to build what kind of program?e1
a. strong and effective
b. a program that works in a small part of the facility
c. generally effective
d. strong and simple - Answer-Strong and effective
How should friendships and interpersonal relationships between security officers and
staff members from other departments be treated? b2
-discouraged
-encouraged
-encouraged, but security staff educated about ethics and avoiding favoritism
-encouraged, but monitored - Answer-encouraged, but security staff educated about
ethics and avoiding favoritism
Which of the following allows a department to assess its cost-effectiveness within an
organization?
-crime analysis
-benchmarking
-evaluation surveys
-risk assessments - Answer-benchmarking
what should the most primary overriding concern of any security department be?
,-It's image
-the goals and mission of the entity employing the security services
-the safety and well-being of anyone in the facility
-cost-effectiveness - Answer-the safety and well-being of anyone ins the facility
Which of the following are skills a security professional should have and use at all
times?
-tolerance
-good communication skills
-good observation skills
-all of the above - Answer-all of the above
Why are vendors potentially a high security risk to a healthcare facility?
A. Vendors often have access to sensitive areas yet staff of the healthcare organization
may know very little about vendor's background.
B. Vendors typically drive large vehicles that can conceal large amounts of stolen
property or contraband.
C. Competing vendors may clash at a facility.
D. Vendors may be bringing in high-demand products that could be targeted for theft. -
Answer-vendors often have access to sensitive areas yet staff of the healthcare
organization may know very little about vendors' background
In the patient- and family-centered care philosophy, who determines which individuals
are part of the patient's family?e2
-patient's parents or legal guardians
-nursing staff
-the patient, provided he or she is developmentally mature and competent to do so
-attending physician - Answer-the patient, provided he or she is developmentally mature
and competent to do so
Which of the following is NOT an example of an external customer?b3
-patients
-employees
-vendors
-regulatory agencies - Answer-employees
Which of the following does NOT help the security uniform communicate an appropriate
message to the public?
-wearing the uniform shirt untucked
-clean uniform
-well-cared-for uniform
-shined footwear - Answer-wearing the uniform shirt untucked
Which of the following is NOT an example of undesirable behavior and demeanor in a
security officer?
-bad attitude
,-confidence
-dishonesty
-impoliteness - Answer-confidence
What is the relationship between employees and management sometimes called?
-Employee relations
-family interaction
-confidentiality
-tense conversation - Answer-Employee Relations
Which of the following may union members NOT do during picketing? e3
-carry signs
-block entrances to the facility
-protest management decisions
-congregate outside the facility - Answer-Block entrances to the facility
The speech pattern related to your tone of voice is considered which form of
communication?b4
-nonverbal communication
-paraverbal communication
-excessive dialogue communication
-passive communication - Answer-paraverbal communication
Which of the following is not a proper technique to use when providing good customer
service?
-looking at your watch every few minutes
-offering the customer a place to sit
-giving the customer your undivided attention
-asking the customer if you can take notes - Answer-looking at your watch every few
minutes
"Perception is reality" - Which of the following is important for the security professional
to remember regarding this statement?
-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 or positive way
-all of the above - Answer-All of the above
Which of the following are powerful reasons to advocate and promote strong customer
service?
-strong customer service prevents violence and helps 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
-all of the above - Answer-All of the above
The L.A.S.T. technique in managing complaints requires security professionals to:
-Listen, Apply, Select, Thank
-Listen, Apologize, Solve, Thank
-Learn, Apologize, Solicit, Turnover
-Look, Act, Supply, Touch - Answer-Listen, Apologize, Solve, Thank
Which of the following environmental factors can contribute to customer dissatisfaction
and anxiety? e4
-Lack of Privacy & crowding
-Excessive noise
-lack of access to refreshments
-all of the above - Answer-all of the above
Which of the following is NOT a reason organizations should use teams? b5
-Teams can solve problems
-forming a team ensures the team will be successful
-teams encourage personnel to become involved in planning
-teams can help make organizational decisions - Answer-Forming a team ensures the
team will be successful
The security department would be an example of what type of team?
-A process improvement team
-An ongoing or functional team
-A management team
-A project team - Answer-An ongoing or functional team
To be a successful, teams need which of the following?
-Access to resources
-Access to people in the know
-Clearly defined purposes and goals
-All of the above - Answer-all of the above
Which of the following is a challenge to teamwork?
-Relevance
-Purpose
-Scope
-Cost - Answer-Relevance
Which of the following is NOT a stage of team development? e5
-Forming
-Norming
-Rounding
Which of the following is NOT one of the classifications of healthcare organizations
discussed in this chapter?
-proprietary or for-profit
-individual healthcare
-not-for-profit
-government-supported - Answer-Individual healthcare
Which of the following is NOT a risk issue for healthcare?
-mostly female staff
-drugs are used and stored in the facility
-high percentage of technical and professional staff
-publicly accessible and many doors must remain open - Answer-Mostly female staff
Which of the following is usually at the top of the organizational chart? - Answer-Board
of directors
Which of the following statements best describes employees?
-medical staff contracted by the facility
-contracted persons
-all staff directly employed by the facility
-volunteers who donate their time - Answer-All staff directly employed by the facility
Security uses senior management's endorsement to build what kind of program?e1
a. strong and effective
b. a program that works in a small part of the facility
c. generally effective
d. strong and simple - Answer-Strong and effective
How should friendships and interpersonal relationships between security officers and
staff members from other departments be treated? b2
-discouraged
-encouraged
-encouraged, but security staff educated about ethics and avoiding favoritism
-encouraged, but monitored - Answer-encouraged, but security staff educated about
ethics and avoiding favoritism
Which of the following allows a department to assess its cost-effectiveness within an
organization?
-crime analysis
-benchmarking
-evaluation surveys
-risk assessments - Answer-benchmarking
what should the most primary overriding concern of any security department be?
,-It's image
-the goals and mission of the entity employing the security services
-the safety and well-being of anyone in the facility
-cost-effectiveness - Answer-the safety and well-being of anyone ins the facility
Which of the following are skills a security professional should have and use at all
times?
-tolerance
-good communication skills
-good observation skills
-all of the above - Answer-all of the above
Why are vendors potentially a high security risk to a healthcare facility?
A. Vendors often have access to sensitive areas yet staff of the healthcare organization
may know very little about vendor's background.
B. Vendors typically drive large vehicles that can conceal large amounts of stolen
property or contraband.
C. Competing vendors may clash at a facility.
D. Vendors may be bringing in high-demand products that could be targeted for theft. -
Answer-vendors often have access to sensitive areas yet staff of the healthcare
organization may know very little about vendors' background
In the patient- and family-centered care philosophy, who determines which individuals
are part of the patient's family?e2
-patient's parents or legal guardians
-nursing staff
-the patient, provided he or she is developmentally mature and competent to do so
-attending physician - Answer-the patient, provided he or she is developmentally mature
and competent to do so
Which of the following is NOT an example of an external customer?b3
-patients
-employees
-vendors
-regulatory agencies - Answer-employees
Which of the following does NOT help the security uniform communicate an appropriate
message to the public?
-wearing the uniform shirt untucked
-clean uniform
-well-cared-for uniform
-shined footwear - Answer-wearing the uniform shirt untucked
Which of the following is NOT an example of undesirable behavior and demeanor in a
security officer?
-bad attitude
,-confidence
-dishonesty
-impoliteness - Answer-confidence
What is the relationship between employees and management sometimes called?
-Employee relations
-family interaction
-confidentiality
-tense conversation - Answer-Employee Relations
Which of the following may union members NOT do during picketing? e3
-carry signs
-block entrances to the facility
-protest management decisions
-congregate outside the facility - Answer-Block entrances to the facility
The speech pattern related to your tone of voice is considered which form of
communication?b4
-nonverbal communication
-paraverbal communication
-excessive dialogue communication
-passive communication - Answer-paraverbal communication
Which of the following is not a proper technique to use when providing good customer
service?
-looking at your watch every few minutes
-offering the customer a place to sit
-giving the customer your undivided attention
-asking the customer if you can take notes - Answer-looking at your watch every few
minutes
"Perception is reality" - Which of the following is important for the security professional
to remember regarding this statement?
-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 or positive way
-all of the above - Answer-All of the above
Which of the following are powerful reasons to advocate and promote strong customer
service?
-strong customer service prevents violence and helps 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
-all of the above - Answer-All of the above
The L.A.S.T. technique in managing complaints requires security professionals to:
-Listen, Apply, Select, Thank
-Listen, Apologize, Solve, Thank
-Learn, Apologize, Solicit, Turnover
-Look, Act, Supply, Touch - Answer-Listen, Apologize, Solve, Thank
Which of the following environmental factors can contribute to customer dissatisfaction
and anxiety? e4
-Lack of Privacy & crowding
-Excessive noise
-lack of access to refreshments
-all of the above - Answer-all of the above
Which of the following is NOT a reason organizations should use teams? b5
-Teams can solve problems
-forming a team ensures the team will be successful
-teams encourage personnel to become involved in planning
-teams can help make organizational decisions - Answer-Forming a team ensures the
team will be successful
The security department would be an example of what type of team?
-A process improvement team
-An ongoing or functional team
-A management team
-A project team - Answer-An ongoing or functional team
To be a successful, teams need which of the following?
-Access to resources
-Access to people in the know
-Clearly defined purposes and goals
-All of the above - Answer-all of the above
Which of the following is a challenge to teamwork?
-Relevance
-Purpose
-Scope
-Cost - Answer-Relevance
Which of the following is NOT a stage of team development? e5
-Forming
-Norming
-Rounding
