IAHSS Chapter Questions & Answers
Which of the following statements best describes All staff directly employed by the facility
employees?
a. medical staff contracted by the facility
b. all staff directly employed by the facility
c. volunteers who donate their time
d. contracted persons
Security uses senior management's endorsement to Strong and Effective
build what kind of program?
a. strong and effective
b. a program that works in a small part of the facility
c. generally effective
d. strong and simple
How should friendships and interpersonal relationships Encouraged, but security staff educated about ethics and avoiding favoritism
between security officers and staff members from other
departments be treated?
a. Discouraged
b. Encouraged
c. Encouraged, but monitored
d. Encouraged, but security staff educated about ethics
and avoiding favoritism
Which of the following allows a department to assess its Benchmarking
cost-effectiveness within an organization?
a. crime analysis
b. risk assessments
c. benchmarking
What should the most primary overriding concern of The goals and mission of the entity employing the security services
any security department be?
a. It's image
b. The safety and well-being of anyone in the facility
c. the goals and missions of the entity employing the
security services
d. Cost-effectiveness
Which of the following are skills a security professional All the above
should have and use at all times?
a. good observation skills
b. good communication skills
c. tolerance
d. all the above
, IAHSS Chapter Questions & Answers
Why are vendors potentially a high-security risk to a Vendors often have access to sensitive areas yet staff of the healthcare
health care facility? organizations may know very little about vendors background
a. Vendors often have access to sensitive areas yet staff
of the healthcare organizations may know very little
about vendors background.
b. vendors typically drive large vehicles that can
conceal large amounts of stolen property or
contraband
c. completing vendors may clash at a facility
d. vendors may be bringing in high-demand products
that could be targeted for theft
In the patient- and family-centered care philosophy, The patient provided he or she is developmentally mature and competent to
who determines which individuals are part of the do so
patient's family?
a. patient's parents or legal guardians
b. nursing staff
c. attending physician
d. the patient provided he or she is developmentally
mature and competent to do so
Which of the following is NOT an example of an Employees
external customer?
a. patients
b. vendors
c. employees
d. regulatory agencies
Which of the following does NOT help the security Wearing the uniform shirt untucked
uniform communicate an appropriate message to the
public?
a. clean uniform
b. wearing the uniform shirt untucked
c. well-cared-for uniform
d. shined footwear
Which of the following is NOT an example of Confidence
undesirable behavior and demeanor in a security
officer?
a. bad attitude
b. dishonesty
c. impoliteness
d. confidence
, IAHSS Chapter Questions & Answers
What is the relationship between employees and Employee relations
management sometimes called?
a. employee relations
b. protest management decisions
c. family interactions
d. tense conversation
Which of the following may union members NOT do Block entrances to the facility
during a picketing?
a. carry signs
b. protest management decisions
c. block entrances to the facility
d. congregate outside the facility
The speech pattern related to your tone of voice is Paraverbal Communication
considered which form of communication?
a. nonverbal communication
b. paraverbal communication
c. excessive dialogue communication
d. passive communication
Which of the following is not a proper technique to use Looking at your watch every few minutes
when providing a good customer service?
a. giving the customer your undivided attention
b. offering the customer a place to sit
c. asking the customer if you can take notes
d. looking at your watch every few minutes
"Perception is reality"--Which of the following is All of the above
important for the security professional to remember
regarding this statement?
a. all interactions are subject to personal interpretation
b. positive nonverbal and paraverbals will influence the
"perception" of customers
c. a customer's prior history of interaction may impact
their initial impression of security in either an adverse or
positive way
d. All of the above
Which of the following are powerful reasons to All of the above
advocate and promote strong customer services?
a. strong customer service prevents violence and helps
preserve a safe therapeutic environment
b.customer service supports people in crisis and may
have a lasting impact for the customer
c. strong customer service allows security officers
opportunities to problem solve with a person in crisis
d. all of the above
the L.A.S.T. technique in managing complaints requires Listen, Apologize, Solve, Thank
security progessionals to:
a. listen, apply, select, thank
b. learn, apologize, solve, turnover
c. listen, apologize, solve, thank
d. look, act, supply, touch
Which of the following statements best describes All staff directly employed by the facility
employees?
a. medical staff contracted by the facility
b. all staff directly employed by the facility
c. volunteers who donate their time
d. contracted persons
Security uses senior management's endorsement to Strong and Effective
build what kind of program?
a. strong and effective
b. a program that works in a small part of the facility
c. generally effective
d. strong and simple
How should friendships and interpersonal relationships Encouraged, but security staff educated about ethics and avoiding favoritism
between security officers and staff members from other
departments be treated?
a. Discouraged
b. Encouraged
c. Encouraged, but monitored
d. Encouraged, but security staff educated about ethics
and avoiding favoritism
Which of the following allows a department to assess its Benchmarking
cost-effectiveness within an organization?
a. crime analysis
b. risk assessments
c. benchmarking
What should the most primary overriding concern of The goals and mission of the entity employing the security services
any security department be?
a. It's image
b. The safety and well-being of anyone in the facility
c. the goals and missions of the entity employing the
security services
d. Cost-effectiveness
Which of the following are skills a security professional All the above
should have and use at all times?
a. good observation skills
b. good communication skills
c. tolerance
d. all the above
, IAHSS Chapter Questions & Answers
Why are vendors potentially a high-security risk to a Vendors often have access to sensitive areas yet staff of the healthcare
health care facility? organizations may know very little about vendors background
a. Vendors often have access to sensitive areas yet staff
of the healthcare organizations may know very little
about vendors background.
b. vendors typically drive large vehicles that can
conceal large amounts of stolen property or
contraband
c. completing vendors may clash at a facility
d. vendors may be bringing in high-demand products
that could be targeted for theft
In the patient- and family-centered care philosophy, The patient provided he or she is developmentally mature and competent to
who determines which individuals are part of the do so
patient's family?
a. patient's parents or legal guardians
b. nursing staff
c. attending physician
d. the patient provided he or she is developmentally
mature and competent to do so
Which of the following is NOT an example of an Employees
external customer?
a. patients
b. vendors
c. employees
d. regulatory agencies
Which of the following does NOT help the security Wearing the uniform shirt untucked
uniform communicate an appropriate message to the
public?
a. clean uniform
b. wearing the uniform shirt untucked
c. well-cared-for uniform
d. shined footwear
Which of the following is NOT an example of Confidence
undesirable behavior and demeanor in a security
officer?
a. bad attitude
b. dishonesty
c. impoliteness
d. confidence
, IAHSS Chapter Questions & Answers
What is the relationship between employees and Employee relations
management sometimes called?
a. employee relations
b. protest management decisions
c. family interactions
d. tense conversation
Which of the following may union members NOT do Block entrances to the facility
during a picketing?
a. carry signs
b. protest management decisions
c. block entrances to the facility
d. congregate outside the facility
The speech pattern related to your tone of voice is Paraverbal Communication
considered which form of communication?
a. nonverbal communication
b. paraverbal communication
c. excessive dialogue communication
d. passive communication
Which of the following is not a proper technique to use Looking at your watch every few minutes
when providing a good customer service?
a. giving the customer your undivided attention
b. offering the customer a place to sit
c. asking the customer if you can take notes
d. looking at your watch every few minutes
"Perception is reality"--Which of the following is All of the above
important for the security professional to remember
regarding this statement?
a. all interactions are subject to personal interpretation
b. positive nonverbal and paraverbals will influence the
"perception" of customers
c. a customer's prior history of interaction may impact
their initial impression of security in either an adverse or
positive way
d. All of the above
Which of the following are powerful reasons to All of the above
advocate and promote strong customer services?
a. strong customer service prevents violence and helps
preserve a safe therapeutic environment
b.customer service supports people in crisis and may
have a lasting impact for the customer
c. strong customer service allows security officers
opportunities to problem solve with a person in crisis
d. all of the above
the L.A.S.T. technique in managing complaints requires Listen, Apologize, Solve, Thank
security progessionals to:
a. listen, apply, select, thank
b. learn, apologize, solve, turnover
c. listen, apologize, solve, thank
d. look, act, supply, touch
