IAHSS BASIC HEALTHCARE OFFICERS ACTUAL
QUESTIONS AND ANSWERS SET A+
✔✔Which of the following is NOT an example of undesirable behavior and demeanor in
a security officer?
A. Bad attitude
B. Dishonesty
C. Impoliteness
D. Confidence - ✔✔D. CONFIDENCE is NOT an example of an undesirable behavior
and demeanor in a security officer.
✔✔What is the relationship between employees and management sometimes called?
A. Employee relations
B. Confidentiality
C. Family Interaction
D. Tense conversation - ✔✔A. The relationship between employees and management
is sometimes called EMPLOYEE RELATIONS.
✔✔Which of the following may union members NOT do during picketing?
A. Carry signs
B. Protest management decisions
C. Block entrances to the facility
D. Congregate outside the facility - ✔✔C. Union members may not BLOCK
ENTRANCES TO THE FACILITY during picketing.
✔✔Which of the following is NOT a true statement about customers' perceptions of their
experience?
A. Interaction is subject to personal interpretation
B. Interaction can only be perceived by the words stated
C. Interaction is affected by body language
,D. Interaction is affected by all of your actions - ✔✔B. INTERACTION CAN ONLY BE
PERCEIVED BY THE WORDS STATED is NOT a true statement about customer's
perception of their experience..
✔✔Which of the following is NOT one of the three powerful, personal reasons to provide
great customer service?
A. More job satisfaction
B. Less stress and hassle
C. Trying to impress your supervisor
D. More job success - ✔✔C. TRYING TO IMPRESS YOUR SUPERVISOR is NOT one
of the three powerful, personal reasons to provide great customer service.
✔✔Which of the following describes the main objective of good customer service?
A. To make the customer walk away with a positive feeling
B. To help the customer see that someone tried, even
though the customer's wants were not met
C. To make the customer think that no one cares about the concern raised by the
customer
D. To help the customer walk away with a neutral feeling - ✔✔A. The main objective of
good customer service is TO MAKE THE CUSTOMER WALK AWAY WITH A
POSITIVE FEELING [about the encounter].
✔✔Which of the following is the definition of a customer?
A. External paying customer
B. Internal customer
C. Non-paying external customer
D. Anyone with whom you interact - ✔✔D. A customer is defined as ANYONE WITH
WHOM YOU INTERACT.
✔✔Which of the following is NOT a common technique to use when providing good
customer service?
A. Acknowledge the customer's needs
B. Use inappropriate body language
C. Provide alternatives
D. Say thank you - ✔✔B. USING INAPPROPRIATE BODY LANGUAGE is NOT a
common technique to use when providing good customer service.
✔✔Which of the following is NOT a true statement?
A. Team building encourages employee involvement in planning, problem solving, and
decision making within the organization.
,B. Team building promotes a better understanding of decisions.
C. Team building rarely contributes to support for ownership of decisions, processes,
and changes
D. Active participation on teams can engage employees - ✔✔C. Team building rarely
contributes to support for ownership of decisions, processes, and changes is NOT a
true statement.
✔✔Which of the following is NOT an ongoing, or functional, work team?
A. A project team
B. A natural team
C. A management team
D. A process improvement team - ✔✔A. A PROJECT TEAM is NOT an ongoing, or
functional, work team?
✔✔To be successful, teams need which of the following?
A. Access to resources
B. Clearly defined boundaries
C. Access to people who know
D. Clearly defined purposes and goals
E. All of the above - ✔✔E. ALL OF THE ABOVE, To be successful teams need access
to resources, clearly defined boundaries, access to people who know and clearly
defined purposes and goals.
✔✔Which of the following is NOT a stage of team development?
A. Forming
B. Ending
C. Norming
D. Storming - ✔✔B.ENDING is Not a state of team development.
✔✔Failure of teams can usually be attributed to what?
A. No clearly defined purpose or goals
B. Lack of employee buy-in to team building
C. Employees conditioned to value individual achievement
D. Any of the above - ✔✔A. Failure of teams can usually be attributed to NO CLEARLY
DEFINED PURPOSE OR GOALS.
✔✔Which of the following is NOT an opportunity derived from patrol?
A. Getting to know the community
B. Establishing positive relationships and partnerships
C. Improving communications
D. Using the security vehicle to go offsite - ✔✔D. USING THE SECURITY VEHICLE TO
GO OFFSITE is NOT an opportunity derived from patrol.
, ✔✔Which is the most common patrol approach?
A. Inconspicuous
B. Routine
C. Conspicuous
D. Foot - ✔✔C. CONSPICUOUS is most common patrol approach.
✔✔Which of the following are the three key elements of a good patrol?
A. Hearing, documentation, and memory
B. Observation, perception and memory
C. Perception, memory, and documentation
D. Time, memory and perception - ✔✔B. OBSERVATION, PERCEPTION, AND
MEMORY are the three key elements of a good patrol.
✔✔What type of patrol covers all areas equally with high visibility?
A. Selective
B. Directed
C. Vehicle
D. Routine - ✔✔D. ROUTINE is the type of patrol that covers all areas equally with high
visibility.
✔✔Which of the following is an example of something you should do while patrolling?
A. Let employees know you are in the area
B. Get careless
C. Be a hero unnecessarily
D. Get separated from your equipment - ✔✔A. LETTING EMPLOYEES KNOW THAT
YOU ARE IN THE AREA is an example of something you should do while patrolling.
✔✔Security Officers must interact in a professional manner with which group of people?
A. Patients
B. Visitors
C. Employees
D. Physicians
E. All of the above - ✔✔E. ALL OF THE ABOVE: Security Officers must interact in a
professional manner with PATIENTS, VISITORS, EMPLOYEES, and PHYSICIANS.
✔✔Which trait or skill is NOT desirable for a security officer to possess?
A. Strong communications skills
B. Compassion
C. Ability to speak loudly
D. Ability to express care and understanding. - ✔✔C. The ABILITY TO SPEAK LOUDLY
is NOT a desirable trait or skill for a security officer to possess.
✔✔In which way is a security officer likely to interact with a patient?
QUESTIONS AND ANSWERS SET A+
✔✔Which of the following is NOT an example of undesirable behavior and demeanor in
a security officer?
A. Bad attitude
B. Dishonesty
C. Impoliteness
D. Confidence - ✔✔D. CONFIDENCE is NOT an example of an undesirable behavior
and demeanor in a security officer.
✔✔What is the relationship between employees and management sometimes called?
A. Employee relations
B. Confidentiality
C. Family Interaction
D. Tense conversation - ✔✔A. The relationship between employees and management
is sometimes called EMPLOYEE RELATIONS.
✔✔Which of the following may union members NOT do during picketing?
A. Carry signs
B. Protest management decisions
C. Block entrances to the facility
D. Congregate outside the facility - ✔✔C. Union members may not BLOCK
ENTRANCES TO THE FACILITY during picketing.
✔✔Which of the following is NOT a true statement about customers' perceptions of their
experience?
A. Interaction is subject to personal interpretation
B. Interaction can only be perceived by the words stated
C. Interaction is affected by body language
,D. Interaction is affected by all of your actions - ✔✔B. INTERACTION CAN ONLY BE
PERCEIVED BY THE WORDS STATED is NOT a true statement about customer's
perception of their experience..
✔✔Which of the following is NOT one of the three powerful, personal reasons to provide
great customer service?
A. More job satisfaction
B. Less stress and hassle
C. Trying to impress your supervisor
D. More job success - ✔✔C. TRYING TO IMPRESS YOUR SUPERVISOR is NOT one
of the three powerful, personal reasons to provide great customer service.
✔✔Which of the following describes the main objective of good customer service?
A. To make the customer walk away with a positive feeling
B. To help the customer see that someone tried, even
though the customer's wants were not met
C. To make the customer think that no one cares about the concern raised by the
customer
D. To help the customer walk away with a neutral feeling - ✔✔A. The main objective of
good customer service is TO MAKE THE CUSTOMER WALK AWAY WITH A
POSITIVE FEELING [about the encounter].
✔✔Which of the following is the definition of a customer?
A. External paying customer
B. Internal customer
C. Non-paying external customer
D. Anyone with whom you interact - ✔✔D. A customer is defined as ANYONE WITH
WHOM YOU INTERACT.
✔✔Which of the following is NOT a common technique to use when providing good
customer service?
A. Acknowledge the customer's needs
B. Use inappropriate body language
C. Provide alternatives
D. Say thank you - ✔✔B. USING INAPPROPRIATE BODY LANGUAGE is NOT a
common technique to use when providing good customer service.
✔✔Which of the following is NOT a true statement?
A. Team building encourages employee involvement in planning, problem solving, and
decision making within the organization.
,B. Team building promotes a better understanding of decisions.
C. Team building rarely contributes to support for ownership of decisions, processes,
and changes
D. Active participation on teams can engage employees - ✔✔C. Team building rarely
contributes to support for ownership of decisions, processes, and changes is NOT a
true statement.
✔✔Which of the following is NOT an ongoing, or functional, work team?
A. A project team
B. A natural team
C. A management team
D. A process improvement team - ✔✔A. A PROJECT TEAM is NOT an ongoing, or
functional, work team?
✔✔To be successful, teams need which of the following?
A. Access to resources
B. Clearly defined boundaries
C. Access to people who know
D. Clearly defined purposes and goals
E. All of the above - ✔✔E. ALL OF THE ABOVE, To be successful teams need access
to resources, clearly defined boundaries, access to people who know and clearly
defined purposes and goals.
✔✔Which of the following is NOT a stage of team development?
A. Forming
B. Ending
C. Norming
D. Storming - ✔✔B.ENDING is Not a state of team development.
✔✔Failure of teams can usually be attributed to what?
A. No clearly defined purpose or goals
B. Lack of employee buy-in to team building
C. Employees conditioned to value individual achievement
D. Any of the above - ✔✔A. Failure of teams can usually be attributed to NO CLEARLY
DEFINED PURPOSE OR GOALS.
✔✔Which of the following is NOT an opportunity derived from patrol?
A. Getting to know the community
B. Establishing positive relationships and partnerships
C. Improving communications
D. Using the security vehicle to go offsite - ✔✔D. USING THE SECURITY VEHICLE TO
GO OFFSITE is NOT an opportunity derived from patrol.
, ✔✔Which is the most common patrol approach?
A. Inconspicuous
B. Routine
C. Conspicuous
D. Foot - ✔✔C. CONSPICUOUS is most common patrol approach.
✔✔Which of the following are the three key elements of a good patrol?
A. Hearing, documentation, and memory
B. Observation, perception and memory
C. Perception, memory, and documentation
D. Time, memory and perception - ✔✔B. OBSERVATION, PERCEPTION, AND
MEMORY are the three key elements of a good patrol.
✔✔What type of patrol covers all areas equally with high visibility?
A. Selective
B. Directed
C. Vehicle
D. Routine - ✔✔D. ROUTINE is the type of patrol that covers all areas equally with high
visibility.
✔✔Which of the following is an example of something you should do while patrolling?
A. Let employees know you are in the area
B. Get careless
C. Be a hero unnecessarily
D. Get separated from your equipment - ✔✔A. LETTING EMPLOYEES KNOW THAT
YOU ARE IN THE AREA is an example of something you should do while patrolling.
✔✔Security Officers must interact in a professional manner with which group of people?
A. Patients
B. Visitors
C. Employees
D. Physicians
E. All of the above - ✔✔E. ALL OF THE ABOVE: Security Officers must interact in a
professional manner with PATIENTS, VISITORS, EMPLOYEES, and PHYSICIANS.
✔✔Which trait or skill is NOT desirable for a security officer to possess?
A. Strong communications skills
B. Compassion
C. Ability to speak loudly
D. Ability to express care and understanding. - ✔✔C. The ABILITY TO SPEAK LOUDLY
is NOT a desirable trait or skill for a security officer to possess.
✔✔In which way is a security officer likely to interact with a patient?
