NPLQ EOC QUESTIONS AND ANSWERS SET A+
✔✔What are you looking to do when treating hypothermia? - ✔✔Heat them up from the
inside
✔✔ What is accountability for a lifeguard? - ✔✔Making sure you always follow your
training in the event of an emergency so that you have nothing to worry about in the
investigation
✔✔According the Health and Safety Act 1974, what must a lifeguard do? - ✔✔Take
care of themselves and others
Contribute to safety arrangements and the development of the PSOP
Co-Operate with colleagues
Notify your manager if of any situation that represents a danger
✔✔According the Health and Safety Act 1974, what must an employer do? - ✔✔Protect
the safety and welfare of members of the public and employees
Provide good information, instruction and training to enable employees to work safely
Regularly carry out risk assesments in the workplace
Develop PSOP and make sure all employees understand them
Provide and maintain safe and healthy working conditions
✔✔How should you act when speaking to a customer? - ✔✔Smile
Eye contact
Be fair but firm
Give reasons for any decisions made
Don't display anger
Never intimidate customers
Remain calm
✔✔What does COSHH stand for? - ✔✔Control Of Substances Hazardous to Health
✔✔What is COSHH? - ✔✔The regulation that requires employers to control substances
that are hazardous to health (chemicals, cleaning chemicals)
, ✔✔What does REACH stand for? - ✔✔Registration Evaluation Authorisation and
restriction of CHemicals
✔✔How do you recognise a prohibited sign? - ✔✔Red circle with Red diagonal line
going through, white background
✔✔How do you recognise a Warning sign? - ✔✔Yellow triangle, Black outline
✔✔How do you recognise a mandatory sign? - ✔✔Blue circle
✔✔How do you recognise an emergency escape or first aid sign? - ✔✔ALWAYS green
and white
✔✔What does the prohibition sign signify? - ✔✔This shows behaviour likely to increase
or cause danger
✔✔What does the Warning sign signify? - ✔✔This gives warning of a hazard or danger
✔✔What does a mandatory sign signify? - ✔✔This prescribes specific behavior that
MUST happen
✔✔What does the emergency escape or first aid sign signify? - ✔✔This shows the
position of emergency exits, first aid or rescue facilities
✔✔What should the customer's perceptions of a lifeguard be? - ✔✔They safeguard
lives
They give peace of mind
They are professional and can be relied on
They offer excellent customer service
They represent the centre
They are friendly
The can advise swimmers
✔✔How should you deal with complaints? - ✔✔Listen carefully WITHOUT
INTERRUPTION to get the full details
Ask questions to get more info
Recap issue to show you have listened and understand situation
Apologise without laying blame on anyone
Explain the action you will take
✔✔What does NOP stand for? - ✔✔Normal Operating Procedures/Plan
✔✔What will the employer have set out in the NOP? - ✔✔Rules of the facility
✔✔What are you looking to do when treating hypothermia? - ✔✔Heat them up from the
inside
✔✔ What is accountability for a lifeguard? - ✔✔Making sure you always follow your
training in the event of an emergency so that you have nothing to worry about in the
investigation
✔✔According the Health and Safety Act 1974, what must a lifeguard do? - ✔✔Take
care of themselves and others
Contribute to safety arrangements and the development of the PSOP
Co-Operate with colleagues
Notify your manager if of any situation that represents a danger
✔✔According the Health and Safety Act 1974, what must an employer do? - ✔✔Protect
the safety and welfare of members of the public and employees
Provide good information, instruction and training to enable employees to work safely
Regularly carry out risk assesments in the workplace
Develop PSOP and make sure all employees understand them
Provide and maintain safe and healthy working conditions
✔✔How should you act when speaking to a customer? - ✔✔Smile
Eye contact
Be fair but firm
Give reasons for any decisions made
Don't display anger
Never intimidate customers
Remain calm
✔✔What does COSHH stand for? - ✔✔Control Of Substances Hazardous to Health
✔✔What is COSHH? - ✔✔The regulation that requires employers to control substances
that are hazardous to health (chemicals, cleaning chemicals)
, ✔✔What does REACH stand for? - ✔✔Registration Evaluation Authorisation and
restriction of CHemicals
✔✔How do you recognise a prohibited sign? - ✔✔Red circle with Red diagonal line
going through, white background
✔✔How do you recognise a Warning sign? - ✔✔Yellow triangle, Black outline
✔✔How do you recognise a mandatory sign? - ✔✔Blue circle
✔✔How do you recognise an emergency escape or first aid sign? - ✔✔ALWAYS green
and white
✔✔What does the prohibition sign signify? - ✔✔This shows behaviour likely to increase
or cause danger
✔✔What does the Warning sign signify? - ✔✔This gives warning of a hazard or danger
✔✔What does a mandatory sign signify? - ✔✔This prescribes specific behavior that
MUST happen
✔✔What does the emergency escape or first aid sign signify? - ✔✔This shows the
position of emergency exits, first aid or rescue facilities
✔✔What should the customer's perceptions of a lifeguard be? - ✔✔They safeguard
lives
They give peace of mind
They are professional and can be relied on
They offer excellent customer service
They represent the centre
They are friendly
The can advise swimmers
✔✔How should you deal with complaints? - ✔✔Listen carefully WITHOUT
INTERRUPTION to get the full details
Ask questions to get more info
Recap issue to show you have listened and understand situation
Apologise without laying blame on anyone
Explain the action you will take
✔✔What does NOP stand for? - ✔✔Normal Operating Procedures/Plan
✔✔What will the employer have set out in the NOP? - ✔✔Rules of the facility
