IAHSS Chapter questions

IAHSS Chapter questions and answers Which of the following is NOT one of the classifications of healthcare organizations discussed in this chapter? a. proprietary or for-profit b. not-for-profit c. government-supported d. individual healthcare Ans- 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 Ans- 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 Ans- 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 Ans- 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 Ans- 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 Ans- 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 Ans- 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 Ans- 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 Ans- 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 Ans- 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 Ans- 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 Ans- 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 Ans- 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 Ans- Confidence What is the relationship between employees and management sometimes called? a. employee relations b. protest management decisions c. family interactions d. tense conversation Ans- 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 Ans- 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 Ans- 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 Ans- 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 Ans- 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 mer 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 Ans- 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 Ans- 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 Ans- 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 Ans- 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 Ans- 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 Ans- All of the above Which of the following is a challenge to teamwork? a. relevance b. purpose c. scope d. cost Ans- Relevance Which of the following is NOT a stage of team development