Law & Justice 2 - Chapter 42 Quiz

No matter what the security officer's primary duties and responsibilities are, and no matter who the security officer's primary constituency is, which of the following people groups have a legitimate interest in how those duties and responsibilities are carried out?

• The local public law enforcement department

• The general public

• The licensing board that licenses security officers

• All of the above

There is more to department of the security officer than looking professional, and performing in a reasonable and necessary manner. The security officer must have all the following characteristics but one. Which one of the following is NOT mentioned in the text?

• The security officer must appear to have real concern for others

• The security officer must also keep the patrol vehicle clean to make a good impression

• The security officer must speak with pleasant and polite voice inflection

• The security officer must show respect for anyone he or she comes in contact with

To accomplish the goal of projecting a positive image, the security department must first have a quality program in place. Once this is done, the Ten Rules of Public Relations in Private Security can be applied. Which of the following is not one of these rules?

• The Security Officer must select the persons he or she will serve

• The Security Officer must be attentive to the other person's needs

• The Security Officer must believe that image is a valuable asset

• The Security Officer must have a "Can-Do" attitude

In addition, the Ten Rules of Public Relations in Private Security instruct the security officers in the following ways. Which one of the following rules is incorrect?

• When you see someone looking around like they are lost, approach them and ask if you can help them

• Realize that public relations is not about being right all the time; the customer is sometimes wrong. However, being right or wrong is not what is important. Service is.

• When the person you are serving only wants to be argumentative, you must cut them off cold and take over the conversation.

• When approached by someone for help, say "yes" even before they tell you what they want. You work in the "Yes" department. YOU have a "Go-to attitude."

There are many actions that a security supervisor can take to motivate their subordinates to do a better job at public relations. Which of the following is not one of those actions?

• Brief each security officer on current events within the work site daily

• Give each officer extended smoke breaks as a reward for a job well done

• Conduct a personal inspection of each officer before the shift starts

• Assure that security officers are not "shafted' out of vacations and days off

In addition to daily refresher training, supervisors should make certain that the security officers in his or her command adopt favorable work behaviors. Of the following work behaviors, which is not included in the text?

• The security officer should be schooled in money management so they will be able to live very comfortably on the wages they receive from being a guard

• The security officer should be encouraged to belong to professional organizations that serve safety and security practitioners

• The security officer should wear the picture ID in a conspicuous location on the front of the uniform

• The security officer should be instructed to watch his or her breath, excluding garlic or onions before work to prevent offensive smelling breath when talking to those being serve on the job.

Handling customer complaints is not always fun. In some cases, the security officer may wind up acting life a referee. Of the following, which is a good recommendation for how to handle complaints.

• Treat all complainants with respect, and never allow yourself to be dragged into an argument

• Allow the complainant an opportunity to save face. Do not embarrass them in front of others

• Give the complainant credit for their contribution, with a compliment like, "You have a good point there. I can see how others have made this same mistake."

• All of the above

Security departments are service departments. The personnel in security departments can be found doing all kinds of jobs to help their companies. Of the following activities that security officers might be asked to do, which is NOT likely a task they will follow?

• Lining up catering services for the CEO's annual vice presidents' meeting and golf outing

• Administering of a central operator/voicemail system

• Employee transport within the confines of the facility

• Training new recruits and providing orientations for new hires.

By performing a risk analysis, the security department is placing itself in a security consulting relationship with the company. Risk analysis can also help with loss control efforts. Which of the following is NOT a setting where a risk analysis would be very helpful?

• New construction/renovation

• Executive/employee homes

• Work site offices

• None of the above

Whenever a facility has a critical fire, explosion, or other cataclysmic event, the media is sure to be there. When they arrive, they will attempt to interview the first person they see so they can get the story on the evening news. Many times, that person is the security officer. Which of the following (2 answers) is a good idea of how the security officer should respond?

• Be very, very polite and direct the media to the designated media liaison person.

• If media presses you for a statement, contact your supervisor, and let the supervisor deal with the media in that case

• Just put your hand over the camera lens and say: "No comment; you have to leave now"

• Never, never never, under any circumstances, give an interview