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IAHSS HOSPITAL SECURITY OFFICERS 6TH ED CHPTS 1-19 TEST#1 101 QUESTIONS WITH COMPLETE SOLUTIONS
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IAHSS HOSPITAL SECURITY OFFICERS 6TH ED CHPTS 1-19 TEST#1 101 QUESTIONS WITH COMPLETE SOLUTIONS
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IAHSS HOSPITAL SECURITY OFFICERS6TH ED CHPTS 1-19 TEST#1 101
QUESTIONS WITH COMPLETE
SOLUTIONS
Which of the following is Not one of the classifications of healthcare
organizations discussed in this chapter? - Answer-an Individual healthcare organization
Which of the following is Not a risk issue for healthcare? - Answer-High percentage of
technical and professional 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? - Answer-All staff is
directly employed by the facility
Security uses senior management's endorsement to build what kind of program? -
Answer-a strong and effective program
How should friendships and interpersonal relationships between security officers and
staff members from other departments be treated? - Answer-Encouraged, but security
staff must be educated about ethics and avoid favoritism.
Which of the following allows a department to assess its cost effectiveness within an
organization? - Answer-Benchmarking - gives a good comparison of a department's
cost effectiveness by comparing other organizations.
What should the most primary overriding concern of any security department be? -
Answer-The safety and well being of anyone in the facility.
Which of the following are skills a security professional should have and use at all
times? - Answer-Good observation and communication skills, and tolerance
Why are vendors potentially a high security risk to a healthcare facility - Answer-
Vendors have access to sensitive areas with little to no background checks.
In patient and family centered care philosophy, who determines which individuals are
part of the patient's family? - Answer-The patient, if mature and competent to do so
Which of the following is Not an example of an external customer? - Answer-Employees
, Which of the following does Not help the security uniform communicate an appropriate
message to the public? - Answer-Wearing the uniform shirt untucked.
Which of the following is Not an example of undesirable behavior and demeanor in a
security officer? - Answer-Confidence
What is the relationship between employees and management sometimes called? -
Answer-Employee relations
Which of the following may union members Not do during picketing? - Answer-Block
entrances to the facility.
Perception is reality-Which of the following is important for the security professional to
remember regarding this statement? - Answer-All interactions are subject to personal
interpretation, positive nonverbals, paraverbals will influence perception, a customer's
prior history of interaction may impact their impression of security
Which of the following are powerful reasons to advocate and promote strong customer
service? - Answer-Strong customer service prevents violence and helps preserve a safe
therapeutic environment, supports people in crisis, and allows security officers
opportunities to problem solve
The L.A.S.T technique in managing complaints requires security professionals to: -
Answer-Listen, Apologize, Solve, Thank
Which of the following environmental factors can contribute to customer dissatisfaction
and anxiety? - Answer-Lack of privacy,crowding, excessive noise, and lack of
refreshments
Which of the following is Not a reason organizations should use teams? - Answer-
Forming a team ensures the team will be successful
The security department would be an example of what type of team? - Answer-An
ongoing or functional team
To be successful, teams need which of the following? - Answer-Clearly defined
purposes and goals, defined boundaries, access to people in the know, access to
resources, effective and applicable training
Which of the following is a challenge to teamwork? - Answer-Relevance
Which of the following is Not a stage of team development? - Answer-Rounding
Which of the following is Not an opportunity derived from patrol? - Answer-Using a the
security vehicle to go off site.
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