Iahss Exam Questions and Answers 100% Pass

Iahss Exam Questions and Answers 100% Pass Which of the following is NOT one of the classifications of healthcare organizations discussed in this chapter? -proprietary or for-profit -individual healthcare -not-for-profit -government-supported - ANSWER -Individual healtcare Which of the following is NOT a risk issue for healthcare? -mostly female staff -drugs are used and stored in the facility -high percentage of technical and professional staff -publicly accessible and many doors must remain open - ANSWER -Mostly female staff Which of the following is usually at the top of the organizational chart? - ANSWER -Board of directors Which of the following statements best describes employees? -medical staff contracted by the facility -contracted persons -all staff directly employed by the facility -volunteers who donate their time - ANSWER -All staff directly employed by the facility 2 | P a g e Created by Grace Amelia © 2025, All Rights Reserved. Security uses senior management's endorsement to build what kind of program?e1 a. strong and effective b. a program that works in a small part of the facility c. generally effective d. strong and simple - ANSWER -Strong and effective How should friendships and interpersonal relationships between security officers and staff members from other departments be treated? b2 -discouraged -encouraged -encouraged, but security staff educated about ethics and avoiding favoritism -encouraged, but monitored - 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? -crime analysis -benchmarking -evaluation surveys -risk assessments - ANSWER -benchmarking what should the most primary overriding concern of any security department be? -It's image -the goals and mission of the entity employing the security services 3 | P a g e Created by Grace Amelia © 2025, All Rights Reserved. -the safety and well-being of anyone in the facility -cost-effectiveness - ANSWER -the safety and well-being of anyone ins the facility Which of the following are skills a security professional should have and use at all times? -tolerance -good communication skills -good observation skills -all of the above - ANSWER -all of the above Why are vendors potentially a high security risk to a healthcare facility? A. Vendors often have access to sensitive areas yet staff of the healthcare organization may know very little about vendor's background. B. Vendors typically drive large vehicles that can conceal large amounts of stolen property or contraband. C. Competing vendors may clash at a facility. D. Vendors may be bringing in high-demand products that could be targeted for theft. - ANSWER - vendors often have access to sensitive areas yet staff of the healthcare organization 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?e2 -patient's parents or legal guardians -nursing staff -the patient, provided he or she is developmentally mature and competent to do so 4 | P a g e Created by Grace Amelia © 2025, All Rights Reserved. -attending physician - 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?b3 -patients -employees -vendors -regulatory agencies - ANSWER -employees Which of the following does NOT help the security uniform communicate an appropriate message to the public? -wearing the uniform shirt untucked -clean uniform -well-cared-for uniform -shined footwear - ANSWER -wearing the uniform shirt untucked Which of the following is NOT an example of undesirable behavior and demeanor in a security officer? -bad attitude -confidence -dishonesty -impoliteness - ANSWER -confidence What is the relationship between employees and management sometimes called? -Employee relations 5 | P a g e Created by Grace Amelia © 2025, All Rights Reserved. -family interaction -confidentiality -tense conversation - ANSWER -Employee Relations Which of the following may union members NOT do during picketing? e3 -carry signs -block entrances to the facility -protest management decisions -congregate outside the facility - ANSWER -Block entrances to the facility The speech pattern related to your tone of voice is considered which form of communication?b4 -nonverbal communication -paraverbal communication -excessive dialogue communication -passive communication - ANSWER -paraverbal communication Which of the following is not a proper technique to use when providing good customer service? -looking at your watch every few minutes -offering the customer a place to sit -giving the customer your undivided attention -asking the customer if you can take notes - 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? 6 | P a g e Created by Grace Amelia © 2025, All Rights Reserved. -all interactions are subject to personal interpretation -positive nonverbals and paraverbals will influence the "perception" of customers -a customer's prior history of interaction may impact their initial impression of security in either an adverse or or positive way -all of the above - ANSWER -All of the above Which of the following are powerful reasons to advocate and promote strong customer service? -strong customer service prevents violence and helps preserve a safe therapeutic environment -customer service supports people in crisis and may have a lasting impact for the customer -strong customer service allows security officers opportunities to problem solve with a person in crisis -all of the above - ANSWER -All of the above The L.A.S.T. technique in managing complaints requires security professionals to: -Listen, Apply, Select, Thank -Listen, Apologize, Solve, Thank -Learn, Apologize, Solicit, Turnover -Look, Act, Supply, Touch - ANSWER -Listen, Apologize, Solve, Thank Which of the following environmental factors can contribute to customer dissatisfaction and anxiety? e4 -Lack of Privacy & crowding -Excessive noise -lack of access to refreshments -all of the above - ANSWER -all of the above 7 | P a g e Created by Grace Amelia © 2025, All Rights Reserved. Which of the following is NOT a reason organizations should use teams? b5 -Teams can solve problems -forming a team ensures the team will be successful -teams encourage personnel to become involved in planning -teams can help make organizational decisions - ANSWER -Forming a team ensures the team will be successful The security department would be an example of what type of team?