Handling Difficult People Final Exam

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| By Enrico Sciaky
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Enrico Sciaky
Community Contributor
Quizzes Created: 7 | Total Attempts: 6,725
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  • 1/25 Questions

    Security personnel must become proficient at minimizing the risk of agitating a potentially violent individual. 

    • True
    • False
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Handling Difficult People Final Exam - Quiz
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  • 2. 

    The escalation or de-escalation of a crisis may depend on a security officer’s ability to verbally intervene.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The explanation for the given correct answer is that a security officer's ability to verbally intervene can play a crucial role in either escalating or de-escalating a crisis. The way they communicate and handle the situation verbally can impact the emotions and reactions of those involved, potentially diffusing tensions or exacerbating them. Effective verbal intervention techniques such as active listening, empathy, and assertiveness can help manage conflicts and prevent them from escalating into more serious situations. Therefore, the statement is true.

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  • 3. 

    The presence of a uniformed security officer is usually a deterrent to violence in the workplace.

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The presence of a uniformed security officer in the workplace is likely to deter violence. This is because the sight of a security officer can create a sense of authority and surveillance, making potential offenders think twice before engaging in violent behavior. The uniform also serves as a visual reminder that security measures are in place, which can discourage individuals from attempting any harmful actions. Additionally, the security officer can respond quickly to any potential threats, further reducing the likelihood of violence. Therefore, it can be concluded that the presence of a uniformed security officer is indeed a deterrent to violence in the workplace.

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  • 4. 

    Three basic types of hostage-takers are a criminal/prisoner patient, an acutely mentally ill person, and an aggrieved person.   

    • True

    • False

    Correct Answer
    A. True
    Explanation
    The statement is true because it accurately identifies the three basic types of hostage-takers. A criminal/prisoner patient refers to someone who is already involved in criminal activities or is a prisoner and takes hostages to further their criminal agenda. An acutely mentally ill person is someone who is suffering from a severe mental illness and may take hostages due to their impaired judgment or delusions. An aggrieved person is someone who feels wronged or aggrieved and takes hostages as a means to seek revenge or make a statement.

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  • 5. 

    According to hostage training programs, if a security officer is taken hostage, the officer should not attempt to speak to the hostage-taker unless the hostage-taker speaks to him/her. 

    • True

    • False

    Correct Answer
    A. True
    Explanation
    In hostage training programs, it is advised that security officers should not attempt to speak to the hostage-taker unless the hostage-taker initiates the conversation. This is because engaging in conversation without being prompted can escalate the situation and potentially endanger the lives of both the officer and the hostages. By waiting for the hostage-taker to speak first, the officer can assess the situation and respond accordingly, prioritizing the safety of everyone involved.

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  • 6. 

    Your job as a security officer is to serve as a spokesperson in answering questions for the media during a crisis situation.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement is false because the job of a security officer during a crisis situation is not to serve as a spokesperson for the media. Their primary role is to ensure the safety and security of the people and property in the affected area. Spokesperson duties are typically assigned to public relations or communications professionals who are trained to handle media inquiries and provide accurate information during a crisis.

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  • 7. 

    Which of the following is not an appropriate verbal intervention?

    • How can I help?

    • My name is _________.

    • What is wrong with you! Why are you doing this?

    • Let me get you something to drink.

    Correct Answer
    A. What is wrong with you! Why are you doing this?
    Explanation
    The verbal intervention "What is wrong with you! Why are you doing this?" is not appropriate because it is confrontational and accusatory. Verbal interventions should aim to be supportive and non-judgmental, creating a safe and open environment for communication. This intervention does the opposite by placing blame and potentially escalating the situation.

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  • 8. 

    Which of the below is least likely to result in violence in the workplace?               

    • Employees who are working for promotions

    • Employees being discharged

    • Employees being severely disciplined

    • Employees suspected of drug abuse being asked to take a drug test.

    Correct Answer
    A. Employees who are working for promotions
    Explanation
    Employees who are working for promotions are least likely to result in violence in the workplace because they are focused on their career growth and are motivated to perform well. They are likely to be more engaged, cooperative, and willing to collaborate with others in order to achieve their goals. On the other hand, employees being discharged, severely disciplined, or suspected of drug abuse may experience feelings of anger, frustration, or resentment, which could potentially lead to violent behavior.

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  • 9. 

    A security officer’s primary goal in a potentially violent situation is to

    • Incite a physical confrontation

    • Escalate the situation

    • Both a and b

    • None of the above

    Correct Answer
    A. None of the above
    Explanation
    In a potentially violent situation, a security officer's primary goal is not to incite a physical confrontation or escalate the situation. Instead, their primary goal is to de-escalate the situation and ensure the safety of everyone involved. They are trained to use communication, conflict resolution techniques, and non-violent methods to diffuse the situation and prevent any harm or violence from occurring. Therefore, the correct answer is "None of the above."

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  • 10. 

    Our reactions are shaped by many factors.  Which does not belong?  

    • Personality

    • Past experience

    • Astrological sign

    • Both a and b

    Correct Answer
    A. Astrological sign
    Explanation
    Astrological sign does not belong in the list of factors that shape our reactions because it is not a scientifically proven or widely accepted factor. Personality and past experience are commonly recognized as influential factors in shaping our reactions, whereas astrology is based on the belief that celestial bodies can influence human behavior, which lacks empirical evidence.

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  • 11. 

    Which of the following is not an appropriate verbal intervention when dealing with an individual suffering from mild anxiety and tension, reduced communication, mild shakiness, and mild physical arousal:

    • “How can I help you?”

    • “Either you calm down or we will calm you down.”

    • “You seem upset. Tell me what is going on."

    • “Calm down now."

    Correct Answer
    A. “Either you calm down or we will calm you down.”
    Explanation
    This verbal intervention is not appropriate because it uses a confrontational and threatening tone. It may escalate the individual's anxiety and tension, making the situation worse. It is important to use a calm and supportive approach when dealing with someone experiencing mild anxiety and tension.

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  • 12. 

    Early intervention in a potentially violent situation may cause the situation to escalate. 

    • True

    • False

    Correct Answer
    A. False
    Explanation
    Early intervention in a potentially violent situation may actually prevent the situation from escalating. By addressing the issue early on, individuals can identify potential triggers and implement strategies to de-escalate the situation. This can involve providing support, counseling, or mediation to the parties involved, helping them find alternative ways to resolve conflicts peacefully. Therefore, the statement that early intervention may cause the situation to escalate is incorrect.

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  • 13. 

    Taking direct aggressive action can be one of the most effective interventions that security officers working in a potentially violent situation have available to them.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement suggests that taking direct aggressive action is one of the most effective interventions for security officers in potentially violent situations. However, this is not necessarily true. While direct aggressive action may sometimes be necessary, it is not always the most effective approach. Security officers often rely on other strategies such as de-escalation techniques, communication, and collaboration with law enforcement to handle potentially violent situations. Therefore, the correct answer is false.

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  • 14. 

    The following actions need to be managed by the security officer during an incident.  Which one does not belong?                           

    • Function as media spokesperson

    • Oversee the parking of media vehicles

    • Assist in accommodating the media’s needs

    • Manage the media’s access to the facility or incident scene

    Correct Answer
    A. Function as media spokesperson
    Explanation
    The correct answer is "Function as media spokesperson" because it does not directly involve managing the actions of the security officer during an incident. While the other actions listed involve overseeing, assisting, and managing the media's presence and access, functioning as a media spokesperson is a separate role that may be assigned to someone else, such as a public relations representative or a designated spokesperson.

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  • 15. 

    Only one person should deal with a potentially violent person.  This person is:

    • The biggest and strongest security officer

    • The team leader

    • Anyone whom the person will listen to

    • None of the above

    Correct Answer
    A. The team leader
    Explanation
    The team leader should be the one to deal with a potentially violent person because they are responsible for coordinating and managing the team's actions. They have the authority and decision-making power to handle such situations effectively. The team leader is likely to have received training in conflict resolution and de-escalation techniques, making them the most suitable person to handle potentially violent individuals.

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  • 16. 

    Which of the following is not one of the common causes of acting out:

    • Boredom

    • Being ignored or rejected

    • Sudden weight gain

    • Lack of impulse control

    Correct Answer
    A. Sudden weight gain
    Explanation
    Sudden weight gain is not one of the common causes of acting out. Acting out behavior is typically associated with emotional or behavioral issues, such as boredom, feeling ignored or rejected, and a lack of impulse control. Sudden weight gain may have physical or medical causes, but it is not directly related to acting out behavior.

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  • 17. 

    Which of the following are examples of condensed threat thresholds:

    • The physically and/or emotionally traumatized individual

    • The sleep-deprived individual

    • Both a and b

    • None of the above

    Correct Answer
    A. Both a and b
    Explanation
    Both a and b are examples of condensed threat thresholds because both the physically and/or emotionally traumatized individual and the sleep-deprived individual have heightened states of vulnerability and are more likely to perceive threats in their environment. These individuals may have difficulty regulating their emotions and may react more strongly to perceived threats, making them more susceptible to experiencing stress and anxiety. Thus, both a and b can be considered examples of condensed threat thresholds.

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  • 18. 

    If a security officer suspects that a person is an undercover investigator, he/she should discuss it with:

    • His/her fellow security officers

    • Tell no one

    • His/her immediate supervisor

    • The person he/she suspects

    Correct Answer
    A. His/her immediate supervisor
    Explanation
    When a security officer suspects that a person is an undercover investigator, it is important for them to discuss it with their immediate supervisor. The supervisor is in a position of authority and can provide guidance on how to handle the situation appropriately. They may have more experience in dealing with such situations and can help the security officer determine the best course of action. By involving their supervisor, the security officer ensures that the matter is addressed in a professional and responsible manner, minimizing the risk of any potential harm or misunderstanding.

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  • 19. 

    Cues to potential “acting out” may include the following behaviors except

    • Changes in body language

    • Mood swings

    • Strange food cravings

    • All of the above

    Correct Answer
    A. Strange food cravings
    Explanation
    Strange food cravings are not cues to potential "acting out". Acting out refers to the expression of one's feelings or impulses through behavior, often in an aggressive or disruptive manner. Changes in body language and mood swings can be indicators of potential acting out behavior, as they may suggest heightened emotions or discomfort. However, strange food cravings do not necessarily indicate acting out behavior, as they are more related to individual preferences or physiological changes.

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  • 20. 

    A hostage plan should have all but one of the following elements in place:  

    • Available parking for a SWAT Team

    • A staging area for police

    • A plan for an engineer/plant operations person to be available to answer questions concerning utility service to the area

    • Detailed floor plans of the facility

    Correct Answer
    A. Available parking for a SWAT Team
    Explanation
    A hostage plan should have all the elements mentioned in the question, except for available parking for a SWAT Team. While it is important for a SWAT Team to have a secure location to park, it is not a necessary element for a hostage plan. The other elements listed, such as a staging area for police, a plan for an engineer/plant operations person, and detailed floor plans of the facility, are all crucial for a successful hostage plan.

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  • 21. 

    When containing the inner perimeter during a hostage situation, security officers should do the following in what order?

    • Immediately seal off the area and then notify police

    • Call the police and then seal off the area

    • Call the police and wait for them to seal off the area

    • Guard the area until the police arrive to seal off the area

    Correct Answer
    A. Immediately seal off the area and then notify police
    Explanation
    In a hostage situation, the first priority for security officers should be to immediately seal off the area to prevent the hostage taker from escaping or causing harm to others. Once the area is secured, they should then notify the police, who are trained to handle such situations and have the necessary resources and expertise to resolve the crisis. Therefore, the correct order is to immediately seal off the area and then notify the police.

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  • 22. 

    A hostage training program should be set up so that staff members can become aware of what to expect and how to react if taken hostage.  Which one of these items should be covered in the program?

    • Don’t do what the hostage taker tells you. Do what you think is best.

    • If the incident drags on, try to rest, and do not make suggestions

    • Remain calm and keep your back to the hostage taker at all times

    • Plead with the hostage taker for your release

    Correct Answer
    A. If the incident drags on, try to rest, and do not make suggestions
    Explanation
    The correct answer is "If the incident drags on, try to rest, and do not make suggestions." This should be covered in the hostage training program because it is important for staff members to understand that if they are taken hostage, they should try to conserve their energy by resting when possible. Making suggestions or trying to negotiate with the hostage taker can potentially escalate the situation and put the hostage's life at risk. Remaining calm and keeping their back to the hostage taker is also important for their safety.

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  • 23. 

    Which of the following is not an appropriate verbal intervention for someone with high-anxiety who is making verbal threats, using abusive language, threatening gestures and refuses to cooperate?

    • “I know you are upset but you cannot continue to behave this way.”

    • Give an ultimatum, “back it up”, and follow through

    • Set limits by consequences

    • “Calm down or we will help you control yourself”

    Correct Answer
    A. Give an ultimatum, “back it up”, and follow through
    Explanation
    The given answer is not an appropriate verbal intervention for someone with high-anxiety who is making verbal threats, using abusive language, threatening gestures, and refusing to cooperate. This approach may escalate the situation further and potentially increase the person's anxiety and aggression. It is important to prioritize de-escalation techniques and ensure the person's safety and well-being.

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  • 24. 

    The first hour of a hostage situation is the most critical in containing the scene.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The statement "The first hour of a hostage situation is the most critical in containing the scene" is false. While the initial response to a hostage situation is crucial, it is not limited to the first hour. The entire duration of the incident is important for containing the scene, ensuring the safety of the hostages, and resolving the situation peacefully. Effective communication, strategic planning, and the involvement of trained negotiators and law enforcement personnel are essential throughout the entire hostage situation.

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  • 25. 

    In crisis management, the most effective approach is the individual approach because the situation might escalate with too many people involved.

    • True

    • False

    Correct Answer
    A. False
    Explanation
    The explanation for the given answer is that in crisis management, the most effective approach is not necessarily the individual approach. While it is true that too many people involved in a crisis situation can lead to confusion and escalation, it is also important to have a team or group approach in order to effectively manage and address the crisis. Collaborative efforts, diverse perspectives, and coordinated actions can often lead to better outcomes in crisis management. Therefore, the statement that the individual approach is the most effective is false.

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  • Current Version
  • Mar 22, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Sep 18, 2012
    Quiz Created by
    Enrico Sciaky
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