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WorksheetsChapter 42: Public Relations
Total questions: 10
Worksheet time: 5mins
No matter what the security offi cer’s primary
duties and responsibilities are, and no
matter who the security offi cer’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
offi cer than looking professional, and
performing in a reasonable and necessary
manner. The security offi cer 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 fi rst 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
offi cers 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 offi cers in his or her command adopt
favorable work behaviors. Of the following
work behaviors, which is not included in the
text?
The security offi cer 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 offi cer 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 served on the job
Handling customer complaints is not always
fun. In some cases, the security offi cer
may wind up acting like 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 fi re, explosion,
or other cataclysmic event, the media is sure to
be there. When they arrive, they will attempt to
interview the fi rst person they see so they can
get the story on the evening news. Many times,
that person is the security offi cer. Which of the
following 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.
