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Training Manual for Healthcare Security Officers
Questions and Answers 100% Pass
(1.1) Which of the following is NOT one of the classifications of healthcare organizations? - ANSWER
✔✔-Individual healthcare
(1.2) Which of the following is NOT a risk issue for healthcare? - ANSWER ✔✔-Mostly female staff
(1.3) Which of the following is usually at the top of the organization chart? - ANSWER ✔✔-Board of
Directories
(1.4) Which statement best describes employees? - ANSWER ✔✔-All staff directly employed by the
facility
(1.5) Security uses senior management's endorsement to build what kind of program? - ANSWER ✔✔-
Strong and Effective
(2.1) How should friendships and interpersonal relationships between security officers and staff members
from other departments be treated? - ANSWER ✔✔-Encouraged, but security staff educated about ethics
and avoiding favoritism
(2.2) Which of the following allows a department to assess its cost-effectiveness within an organization? -
ANSWER ✔✔-Benchmarking
(2.3) What should be the most primary overriding concern of any security department be? - ANSWER
✔✔-The safety and well-being of anyone in the facility
(2.4) Which of the following are skills a security professional should have and use at all times? -
ANSWER ✔✔-- Good observation skills
Created by Grace Amelia © 2025, All Rights Reserved.
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- Good communication skills
- Tolerance
Its (D) All of the above
(2.5) Why are vendors potentially a high security risk to a healthcare facility? - ANSWER ✔✔-Vendors
often have access to sensitivity areas yet staff of the healthcare organization may know very little about
vendors' backgrounds
(2.6) In the patient- and family-centered care philosophy, who determines which individuals are part of
the patient's family? - ANSWER ✔✔-The patient, provided he or she is developmentally mature and
competent to do so
(3.1) Which of the following is NOT an example of an external customer? - ANSWER ✔✔-Employees
(3.2) Which of the following does NOT help the security uniform communicate an appropriate message to
the public? - ANSWER ✔✔-Wearing the uniform shirt untucked
(3.3) Which of the following is NOT an undesirable behavior and demeanor in a security officer? -
ANSWER ✔✔-Confidence
(3.4) What is the relationship between employees and management sometimes called? - ANSWER ✔✔-
Employee relations
(3.5) What may union members NOT do during picketing? - ANSWER ✔✔-Block entrances to the facility
(4.1) The speech pattern related to your tone of voice is considered which dorm of communication? -
ANSWER ✔✔-Paraverbal communication
(4.2) Which of the following is NOT a proper technique to use when providing good customer service? -
ANSWER ✔✔-Looking at your watch every few minutes
Created by Grace Amelia © 2025, All Rights Reserved.
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(4.3) "Perception is reality"-What is important for the security professional to remember regarding this
statement? - ANSWER ✔✔-- 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 positive way
Its (D) All of the above
(4.4) Which of the following are powerful reasons to advocate and promote strong customer service? -
ANSWER ✔✔--Strong customer service prevents violence and help 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.
Its (D) All of the above
(4.5) The L.A.S.T. technique in managing complaints requires security professionals to: - ANSWER ✔✔-
Listen, Apologize, Solve, Thank
(4.6) Which of the following environmental factors can contribute to customer dissatisfaction and
anxiety? - ANSWER ✔✔-- Lack of privacy
- Excessive noise
- Lack of access to refreshments
Its (D) All of the above
(5.1) Which of the following is NOT a reason organizations should use teams? - ANSWER ✔✔-Forming a
team ensures the team will be successful
Created by Grace Amelia © 2025, All Rights Reserved.
Training Manual for Healthcare Security Officers
Questions and Answers 100% Pass
(1.1) Which of the following is NOT one of the classifications of healthcare organizations? - ANSWER
✔✔-Individual healthcare
(1.2) Which of the following is NOT a risk issue for healthcare? - ANSWER ✔✔-Mostly female staff
(1.3) Which of the following is usually at the top of the organization chart? - ANSWER ✔✔-Board of
Directories
(1.4) Which statement best describes employees? - ANSWER ✔✔-All staff directly employed by the
facility
(1.5) Security uses senior management's endorsement to build what kind of program? - ANSWER ✔✔-
Strong and Effective
(2.1) How should friendships and interpersonal relationships between security officers and staff members
from other departments be treated? - ANSWER ✔✔-Encouraged, but security staff educated about ethics
and avoiding favoritism
(2.2) Which of the following allows a department to assess its cost-effectiveness within an organization? -
ANSWER ✔✔-Benchmarking
(2.3) What should be the most primary overriding concern of any security department be? - ANSWER
✔✔-The safety and well-being of anyone in the facility
(2.4) Which of the following are skills a security professional should have and use at all times? -
ANSWER ✔✔-- Good observation skills
Created by Grace Amelia © 2025, All Rights Reserved.
,2|Page
- Good communication skills
- Tolerance
Its (D) All of the above
(2.5) Why are vendors potentially a high security risk to a healthcare facility? - ANSWER ✔✔-Vendors
often have access to sensitivity areas yet staff of the healthcare organization may know very little about
vendors' backgrounds
(2.6) In the patient- and family-centered care philosophy, who determines which individuals are part of
the patient's family? - ANSWER ✔✔-The patient, provided he or she is developmentally mature and
competent to do so
(3.1) Which of the following is NOT an example of an external customer? - ANSWER ✔✔-Employees
(3.2) Which of the following does NOT help the security uniform communicate an appropriate message to
the public? - ANSWER ✔✔-Wearing the uniform shirt untucked
(3.3) Which of the following is NOT an undesirable behavior and demeanor in a security officer? -
ANSWER ✔✔-Confidence
(3.4) What is the relationship between employees and management sometimes called? - ANSWER ✔✔-
Employee relations
(3.5) What may union members NOT do during picketing? - ANSWER ✔✔-Block entrances to the facility
(4.1) The speech pattern related to your tone of voice is considered which dorm of communication? -
ANSWER ✔✔-Paraverbal communication
(4.2) Which of the following is NOT a proper technique to use when providing good customer service? -
ANSWER ✔✔-Looking at your watch every few minutes
Created by Grace Amelia © 2025, All Rights Reserved.
, 3|Page
(4.3) "Perception is reality"-What is important for the security professional to remember regarding this
statement? - ANSWER ✔✔-- 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 positive way
Its (D) All of the above
(4.4) Which of the following are powerful reasons to advocate and promote strong customer service? -
ANSWER ✔✔--Strong customer service prevents violence and help 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.
Its (D) All of the above
(4.5) The L.A.S.T. technique in managing complaints requires security professionals to: - ANSWER ✔✔-
Listen, Apologize, Solve, Thank
(4.6) Which of the following environmental factors can contribute to customer dissatisfaction and
anxiety? - ANSWER ✔✔-- Lack of privacy
- Excessive noise
- Lack of access to refreshments
Its (D) All of the above
(5.1) Which of the following is NOT a reason organizations should use teams? - ANSWER ✔✔-Forming a
team ensures the team will be successful
Created by Grace Amelia © 2025, All Rights Reserved.
