IAHSS SUPERVISOR TEST 2021 WITH 100 CORRECT ANSWERS.pdf

IAHSS (full study guide) n n n


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1. Which of the following is NOT one of the classifica-
n n n n n n n n n D. Individual healt
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tions of healthcare organizations in Chapter one?
n n n n n n n hcare.
A. Propriety or for-profit. n n


B. Not-for-profit.
C. Government-supported.
D. Individual healthcare. n




2. Which of the following is NOT a risk issue for health-
n n n n n n n n n n C. High percent-
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care?
n age of technical
n n n n


A. Drugs are used and stored in the facility.
n n n n n n n and professional
n


B. Mostly female staff. n n staff.
n


C. High percentage of technical and professional
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staff.
D. Publicly accessible and many doors must remain n n n n n n n


open.

3. Which of the following is usually at the top of the o
n n n n n n n n n n n A. Board of Direc-
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rganizational chart? n tors
n


A. Board of Directors. n n


B. Department leaders. n


C. Assistant administrators. n


D. Vice presidents. n




4. Which of the following statements best describes
n n n n n n n B. All staff direct-
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employees? nly employed by the
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A. Medical staff contracted by the facility. n n n n n facility.
B. All staff directly employed by the facility.
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C. Volunteers who donate their time. n n n n


D. Contracted persons. n




5. Security uses senior management's endorsement to
n n n n n n A. Strong and ef-
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build what kind of program?
n n n n fective.
n


A. Strong and effective. n n


B. A program that works in a small part of the facility.
n n n n n n n n n n


C. Generally effective. n


D. Strong and simple. n n




6. How should friendships and inter-personal relation-
n n n n n D. Encouraged,
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ships between security officers and staff members
n n n n n n n but security staff
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from other departments be treated?
n n n n educated about et n n


A. Discouraged. hics and avoid- n n


B. Encouraged. ing favoritism.
n n


C. Encouraged but monitored. n n


D. Encouraged, but security staff educated about n n n n n n


ethics and avoiding favoritism.
n n n




7. Which of the following allows a department to assess i C. Bench-mark-
n n n n n n n n n n


ts cost-effectiveness within an organization?
n ing. n n n n


A. Crime analysis. n


B. Risk assessments. n


C. Bench-marking.
D. Evaluation surveys. n




8. What should the most primary overriding concern of a B. The safety and
n n n n n n n n n n n n


ny security department be?
n well-being of any-
n n n n


A. Its image. n one in the facility. n n n n


B. The safety and well-being of anyone in the facility.
n n n n n n n n


C. The goals and mission of the entity employing the s
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ecurity services. n


D. Cost-effectiveness.

9. Which of the following are skills a security profes-
n n n n n n n n D. All of the above.
n n n n


sional should have and use at all times?
n n n n n n n n


A. Good observation skills. n n


B. good communication skills. n n


C. Tolerance.
D. All of the above.n n n




10. Why are vendors potentially a high security risk to a h
n n n n n n n n n n A. Vendors often h
n n n


ealthcare facility? n ave access to sen
n n n


A. Vendors often have access to sensitive areas yet s n n n n n n n n sitive areas yet staf n n n


taff of the healthcare organization may know very litt
n n n n n n n n f of the health-
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le about vendor's background.
n n n ncare organization n n


B. Vendors typically drive large vehicles that can con- n n n n n n n may know very lit- n n n


ceal large amounts of stolen property or contraband.
n n n n n n n n ntle about vendor's
n n n


C. Competing vendors may clash at a facility. n n n n n n background.
D. Vendors may be bringing in high- n n n n n


demand products that could be targeted for theft.
n n n n n n n




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11. In the patient- and family-
n n n n D. The patient, pro
n n n


centered care philosophy, who determines which in
n n n n n n vided he or she is d
n n n n n


dividuals are part of the patient's family?
n n n n n n evelopmentally m n


A. Patient's parents or legal guardians. n n n n ature and com-
n n


B. Nursing staff. n petent to do so.
n n n n


C. Attending physician. n


D. The patient, provided he or she is developmentally
n n n n n n n n


mature and competent to do so.
n n n n n




12. Which of the following is not an example of an exter-
n n n n n n n n n n C. Employees.
n


nal costumer?
n n


A. Patients.
B. Vendors.
C. Employees.
D. Regulatory agencies. n




13. Which of the following does NOT help the security uni
n n n n n n n n n B. Wearing the uni
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form communicate an appropriate message to the pub
n n n n n n n form shirt out-
n n


lic? nside of the trouser
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A. Clean uniform. n s.
B. Wearing the uniform shirt outside of the trousers.
n n n n n n n


C. Well cared for uniform.
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D. Shined footwear. n




14. Which of the following is NOT an example of undesir-
n n n n n n n n n D. Confidence.
n


able behavior and demeanor in a security officer?
n n n n n n n n


A. Bad attitude. n


B. Dishonesty.
C. Impoliteness.
D. Confidence.

15. What is the relationship between employees and
n n n n n n n A. Employee rela-
n n


management sometimes called? n n tions.
n


A. Employee relations. n


B. Confidentiality.
C. Family interaction. n


D. Tense conversation. n




16. Which of the following may union members NOT do d C. Block entrances
n n n n n n n n n n n n


uring picketing?n to the building. n n


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A. Carry signs. n


B. Protest management decisions. n n


C. Block entrances to the building.
n n n n


D. Congregate outside the facility. n n n




17. Which of the following is NOT a true statement about c B. Interaction can
n n n n n n n n n n n n n


ustomers' perceptions of their experience? n only be perceived n n n n n n


A. Interaction is subject to personal interpretation. by words stated.
n n n n n n n


B. Interaction can only be perceived by words stated. n n n n n n n


C. Interaction is affected by body language. n n n n n


D. Interaction is affected by all of your actions. n n n n n n n




18. Which of the following is NOT one of the three pow-
n n n n n n n n n n C. Trying to im-
n n n


erful, personal reasons to provide great customer s
n n n n n n n n press your super-
n n n


ervice? visor.
n


A. More job satisfaction.n n


B. Less stress and hassle.
n n n


C. Trying to impress your supervisor.n n n n


D. More job success. n n




19. Which of the following describes the main objective
n n n n n n n n A. To make the cu
n n n n


of good customer service?
n n n stomer walk away n n n


A. To make the customer walk away with a positive fee
n n n n n n n n n n with a posi-n n


ling. tive feeling.
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B. To help the customer see that someone tried, even t
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hough though the customer,s wants were not met. C.
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To make the customer think no one cares about the con
n n n n n n n n n n


cern raised by the customer.
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D. To help the customer walk away with a neutral feelin
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g.

20. Which of the following is the definition of a customer?
n n n n n n n n n D. Anyone with wh
n n n


A. External paying customer. n n om you inter- act.
n n n


B. Internal customer. n


C. Non-paying external customer. n n


D. Anyone with whom you interact. n n n n


B. Use inappro- n n


21. Which of the following is NOT a common technique to u priate body lan-
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se while providing good customer service.
n n guage. n n n n


A. Acknowledge the customer's needs. n n n



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