Professionalism and Security Incidents Flashcards

A passenger becomes verbally aggressive when told their bag must be rescreened. What is the TSO's first priority?

Answer: Remain calm, use a professional tone, and explain the process

TSOs must maintain composure and professionalism when dealing with agitated passengers, using calm communication to de-escalate.

Which action best demonstrates integrity in the TSO role?

Answer: Reporting a fellow TSO who bypassed a screening step

Integrity requires reporting procedural violations regardless of who commits them.

During a shift, a TSO notices a colleague appears impaired. What should the TSO do?

Answer: Report the observation to a supervisor immediately

An impaired coworker poses a direct security risk and must be reported to a supervisor without delay.

A TSO discovers an unattended bag in the sterile area. What is the correct initial response?

Answer: Do not touch it and notify a supervisor and follow protocol

Unattended bags in secure areas must be treated as potential threats; TSOs should not touch them and should notify supervisors.

Which behavior violates TSA professional conduct standards?

Answer: Using social media to post details of a security incident during your shift

Posting security-related information on social media during a shift violates confidentiality and professional conduct standards.

A passenger claims diplomatic immunity and refuses to be screened. How should the TSO respond?

Answer: Notify a supervisor and follow TSA protocols for diplomatic personnel

Diplomatic immunity claims must be escalated to a supervisor who will follow established TSA protocols.

What does the TSA's 'Need to Know' principle primarily govern?

Answer: Access to sensitive security information only by those whose duties require it

The 'Need to Know' principle limits access to Sensitive Security Information (SSI) to individuals whose official duties require it.