Which of the following is NOT one of the classifications of healthcare organizations discussed in this chapter?
a. proprietary or for-profit
b.
... [Show More] not-for-profit
c. government-supported
d. individual healthcare - Correct Answer-Individual healthcare
Which of the following is NOT a risk issue for healthcare?
a. Drugs are used and stored in the facility
b. Mostly female staff
c. High percentage of technical and professional staff
d. Publicly accessible and many doors must remain open - Correct Answer-High percentage of technical and professional staff
Which of the follwing is usually at the top of the organizational chart?
a. board of directors
b. department leaders
c. assistant administrators
d. vice presidents - Correct Answer-Board of Directors
Which of the following statements best describes 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 - Correct Answer-All staff directly employed by the facility
Security uses senior management's endorsement to 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 - Correct Answer-Strong and Effective
How should friendships and interpersonal relationships 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 - Correct Answer-Encouraged, but security staff educated about ethics and avoiding favoritism
Which of the following allows a department to assess its cost-effectiveness within an organization?
a. crime analysis
b. risk assessments
c. benchmarking - Correct Answer-Benchmarking
What should the most primary overriding concern of 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 - Correct Answer-The goals and mission of the entity employing the security services
Which of the following are skills a security professional should have and use at all times?
a. good observation skills
b. good communication skills
c. tolerance
d. all the above - Correct Answer-All the above
Why are vendors potentially a high-security risk to a health care facility?
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 - Correct Answer-Vendors often have access to sensitive areas yet staff of the healthcare organizations may know very little about vendors background
In the patient- and family-centered care philosophy, who determines which individuals are part of the 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 - Correct Answer-The patient provided he or she is developmentally mature and competent to do so
Which of the following is NOT an example of an external customer?
a. patients
b. vendors
c. employees
d. regulatory agencies - Correct Answer-Employees
Which of the following does NOT help the security 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 - Correct Answer-Wearing the uniform shirt untucked
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 - Correct Answer-Confidence
What is the relationship between employees and management sometimes called?
a. employee relations
b. protest management decisions
c. family interactions
d. tense conversation - Correct Answer-Employee relations
Which of the following may union members NOT do during a picketing?
a. carry signs
b. protest management decisions
c. block entrances to the facility
d. congregate outside the facility - Correct Answer-Block entrances to the facility
The speech pattern related to your tone of voice is considered which form of communication?
a. nonverbal communication
b. paraverbal communication
c. excessive dialogue communication
d. passive communication - Correct Answer-Paraverbal Communication
Which of the following is not a proper technique to use 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 - Correct Answer-Looking at your watch every few minutes
"Perception is reality"--Which of the following is 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 - Correct Answer-All of the above
Which of the following are powerful reasons to 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 - Correct Answer-All of the above
the L.A.S.T. technique in managing complaints requires security progessionals to:
a. listen, apply, select, thank
b. learn, apologize, solve, turnover
c. listen, apologize, solve, thank
d. look, act, supply, touch - Correct Answer-Listen, Apologize, Solve, Thank
Which of the following environmental factors can contribute to customer dissatisfaction and anxiety?
a. lack of privacy and crowding
b. excessive noise
c. lack of access to refreshments
d. all of the above - Correct Answer-All of the above
Which of the following is NOT a reason organizations should use teams?
a. teams can solve problems
b. teams can help make organizational decisions
c. teams encourage personal to become involved in planning
d. forming a team ensures the team will be successful - Correct Answer-Forming a team ensures the team will be successful
The security department would be an example of what type of team?
a. a project team
b. a management team
c. a process improvement team
d. an ongoing or functional team - Correct Answer-An ongoing or functional team
To be successful, teams need which of the following?
a. access to resources
b. access to people in the know
c. clearly defined purposes
d. all of the above - Correct Answer-All of the above
Which of the following is a challenge to teamwork?
a. relevance
b. purpose
c. scope
d. cost - Correct Answer-Relevance
Which of the following is NOT a stage of team development?
a. forming
b. norming
c. storming
d. rounding - Correct Answer-Rounding
Which of the following is NOT an opportunity derived from patrol?
a. getting to know the community
b. establishing postie relationships and partnerships
c. improving communications
d. using the security vehicles to go offsite - Correct Answer-Using the security vehicle to go offsite
Which is the most common patrol approach?
a. inconspicuous
b. routine
c. conspicuous
d. foot - Correct Answer-Foot
Which of the following are the three key elements to a good patrol?
a. hearing, documentation, and memory
b. observation, perception, and memory
c. perception, memory, and documentation
d. time, memory, and perception - Correct Answer-Observation, perception, and memory
Which type of patrol covers all areas equally?
a. selective
b. directed
c. vehicle
d. routine - Correct Answer-Routine
Which one of these 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 - Correct Answer-Let employees know you are in the area
Security officers must interact in a professional manner with group of people? [Show Less]