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Tests en ligne : Test about Crowd Management v5.0 (CES)
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Approximately how many of the passenger’s will immediately accept that there is an emergency?
10 %.
25 %.
50 %.
75 %.
As a crewmember, which group can you rely on to warn or instruct other passenger’s in an emergency?
Actors, dancers, musicians.
Police officers, fire-fighters, military.
Schoolteachers travelling alone.
Doctors, nurses, paramedics.
At the first signs of an emergency, before receiving information from the crew, most passenger’s will:
Panic, act hysterically, and resist the efforts of crewmembers to control them.
Believe the danger signs, accept that there is an emergency, and wait for crewmembers to give emergency signals and instructions.
Either not believe the danger signs, or look for further signs of a possible emergency.
Immediately believe the danger signs, accept that there is an emergency, and without instructions from the crew start emergency preparations.
Four vocal skills are volume, pace, diction and:
Confidence.
Talking slowly.
Clear pronunciation.
Tone.
Give clear, direct instructions in an emergency, and show passenger’s exactly what they need to do. What is the most important reason for doing this?
1-3 % of passenger’s have little or no ship safety knowledge.
1-3 % of passenger’s panic.
10-25 % of passenger’s go into shock.
50-75 % of passenger’s are confused, and feel helpless.
Give clear, direct instructions in an emergency, and show passenger’s exactly what they need to do. What is the most important reason for doing this?
3 % of passenger’s have little or no ship safety knowledge.
3 % of passenger’s panic.
25 % of passenger’s go into shock.
75 % of passenger’s are confused, and feel helpless.
How can you expect a passenger in shock to behave?
They will become paralyzed by fear and not react at all.
They will wait for others to lead and tell them what to do.
They will be able to focus and look after themselves.
They will act hysterical.
How can you expect a passenger who is confused to behave?
They will become paralyzed by fear and not react at all.
They will wait for others to lead and tell them what to do.
They will be able to focus and look after themselves.
They will act hysterical.
How can you recognize that a person is panicking?
They will lose control and act hysterical.
They will act like nothing is wrong.
They will be able to focus on what they need to do.
They will sit still and act apathetic.
How is body language generally communicated?
The way you stand, gesture and walk.
The tone of your voice.
Looking at someone directly in the eyes.
Touching other people.
How should a crew member treat a passenger who is panicking?
Immediately take control of them. They need others to look after them.
Shout at them until they calm down.
Guide them in a gentle manner.
Leave them alone, they will eventually start looking after themselves.
If the lighting fails, what is a technique for keeping a line of moving passenger’s in contact with one another?
Have each person place a hand on the shoulder of the person in front.
Tie a rope around everyone.
Have one crewmember lead and one follow the line of passengers.
Have everyone hold hands, forming a chain.
If time is limited, which technique is useful in moving passenger’s out of cabins quickly?
Repeated commands.
Hand signals.
Demonstration.
Standing on a platform.
If you are looking for passenger’s who may be trapped or hiding, what is the best command to shout?
Take warm clothes and lifejackets.
Go to mustering stations immediately.
Is anyone here? Call out if you need my help.
Don’t stay here.
In a non-verbal demonstration, which action provides good communication?
Exaggerate your movements.
Do the procedure as you would without an audience.
Avoid eye contact.
Do not say the instructions verbally.
In a serious emergency, passenger behaviours will be more noticeable than in a minor emergency:
True.
False.
In addition to the type of ship and nature of the voyage, which factor in general does the passenger safety knowledge depend on?
When during the voyage an emergency occurs.
The safety knowledge of the crew.
Information given on board.
The information given in advance of the voyage.
In an emergency, passenger’s are most likely to be familiar with the ship’s layout and be able to find escape routes, if they are:
First-time travellers on an overnight ferry trip, and they are in their cabins at the time of the emergency.
On an 8-day cruise, and they are in their cabins when the emergency occurs on the first day of the cruise.
On an 8-day cruise, and they are in their cabins when the emergency occurs on the sixth day of the cruise.
Frequent travellers on a 3-hour domestic ferry trip, and they are in the passenger lounge at the time of the emergency.
In an emergency, why is it important for the crew to use positive commands when communicating with passengers?
Passenger’s are more likely to hear the correct instructions and understand what to do.
Passenger’s often do not listen to negative commands.
A positive approach makes it less likely that passenger’s panic.
To keep the passenger’s moods up.
In order to speak clearly and effectively you should:
Stand tall with shoulders squared.
Open your mouth, pronounce your consonants, and shape your sounds well.
Never open your mouth too wide.
Gesture with your arms.
In which category of passenger’s do you think a woman who shows you a police badge might belong?
25 % who go into shock.
75 % who are confused and helpless.
30 % who are rational.
3 % who panic.
In which situation might you have to use non-verbal communication with passengers?
The ship’s communication system is not working.
You are outside in a severe storm.
There is an explosion in the cargo hold.
The ship’s electrical system has failed.
Once passenger’s believe emergency signs or signals, and accept that there is an emergency, most of them will:
Panic, break down, act hysterically.
Go into shock, become paralysed with fear.
Be confused and feel helpless.
Be rational and able to help themselves.
One of the first steps in crowd control after an alarm is sounded is to:
Establish your presence.
Hand out lifejackets.
Tell passenger’s about escape routes and exits.
Launch survival craft.
One technique for using good body language is to:
Fidget when speaking.
Stand still when speaking.
Show that this is a serious situation by not smiling.
Speak quickly because there’s not much time.
Personal life-saving equipment available to passenger’s and crew include:
Immersion suits.
Painter lines.
Self-contained breathing apparatus.
TPAs.
Pre-planning is useful in an emergency only if:
The crew carries out the plans.
Survival craft are launched.
Lifejackets are put on.
Escape routes are used.
The amount of space available per person in the escape route affects the speed at which the group moves:
True.
False.
The benefits of emergency response plans are only realized if:
The crew carries out the plans.
Survival craft are launched.
Lifejackets are put on.
Escape routes are used.
The station bill contains the details of the emergency signals and:
Crew and passenger duties in an emergency.
Each crewmember’s duties in an emergency.
Only the officer’s duties in an emergency.
Each crewmember’s emergency and regular duties.
Three components of clear and direct orders are repeated commands, positive commands and:
Long and complex words.
Short and simple words.
Speaking quickly.
Avoiding negative commands.
To Sweep the Ship in an emergency means that crewmembers are:
Sounding alarm bells from the bridge.
Giving safety announcements from the bridge.
Directing passenger crowds to muster and embarkation stations.
Searching for passenger’s in cabins or other hidden places on board.
To practice good diction, you must:
Stand tall with shoulders squared.
Pronounce your consonants, open your mouth and shape your sounds well.
Never open your mouth to wide.
Gesture with your arms.
To which position(s) should you direct the first passenger’s into the lifeboat?
Right beside the entrance to the boat.
Across from the entrance to the boat.
At either end of the boat.
Anywhere passenger’s want to sit.
What are the main reason crewmembers practice search and rescue operations?
Passenger’s seek safety in mustering stations, or other common areas, where they think they can escape danger.
Passenger’s seek safety in their cabins, or in other places on board, where they think they can escape danger.
Passenger’s may not hear the public address system, and they may not know that they should proceed to mustering stations.
Passenger’s may not hear the alarm bells, and they may not know that they should proceed to mustering stations.
What command does the picture illustrate?
Come.
Sit.
Move this way.
Stop.
What is NOT typical passenger behaviour during an emergency?
Being alert and searching for information.
Trouble understanding directions.
Slow reactions.
Moving to the upper side of a listing ship.
What is a common danger when loading a life raft in heavy seas?
The life raft can sink.
The platform can float away.
The platform might sink.
The platform and life raft can drift apart.
What is a good way to get help for people with special needs?
Find helpers to act as buddies.
Help each one of them yourself.
Find another crewmember to help.
Find an officer to help.
What is important to remember when giving passenger’s information in an emergency?
Only give the passenger’s information you know is correct.
As long as the passenger’s are at the assembly station, the amount of information they need is limited.
Tell the passenger’s everything you hear, no matter the source.
Try to only give them good news, even if you have to lie.
What is one advantage of the MEC?
The MEC can evacuate special-needs people easily.
The MEC can evacuate a large number of people quickly.
You can load people from the boat deck.
No one can be injured using the MEC.
What is one reason for repeating a command to passenger’s in an emergency?
You won’t have to say the command more than twice.
You don’t have to be as clear in what you say.
More people will have a chance of hearing the command.
You can establish your presence.
What is one way to try to overcome people’s fears about loved ones?
Give them a lifejacket to put on.
Inform them about the nature of the emergency.
Assure them that the crew is sweeping the entire ship for passengers.
Prevent them from looking for their loved ones.
What is the main job of Crewmember A when using the MEC?
Pull people out of the chute.
Control the flow of passengers.
Help people into the chute.
Help load the life rafts.
What is the main reason for crewmembers to practice search and rescue operations on ships in an emergency?
Passenger’s seek safety in mustering stations, or other common areas, where they think they can escape danger.
Passenger’s seek safety in their cabins, or in other places on board, where they think they can escape danger.
Passenger’s may not hear the public address system, and they may not know that they should proceed to mustering stations.
Passenger’s may not hear the alarm bells, and they may not know that they should proceed to mustering stations.
What is the main reason that passenger baggage creates problems for crowd control?
There isn’t room in the life rafts, and crewmembers will have to tell passenger’s to leave baggage behind.
Muster stations are crowded, and passenger baggage takes up space.
If passenger’s are already in muster stations, you will have to allow them to return to cabins to retrieve baggage.
Passenger baggage clutters escape routes, and embarkation stations, and slows down an evacuation.
What is the most important reason for separating a panicking passenger from the group?
You want to protect the panicking person as much as possible.
You don’t want other passenger’s to hear if you have to become very strict with the panicking person.
Panic can spread and affect other passengers.
It is easier to calm the person down in private.
What is your most appropriate action before demonstrating the donning of a lifejacket?
Put on the lifejacket.
Do up the strap.
Stand in a high spot where everyone can see you.
Pull the strap tight.
What should you do to keep the flow of passenger’s moving as rapidly as practicable?
Make sure they take only hand luggage with them.
Make sure doors are held open and someone is on the other side to encourage movement beyond the doorway.
Encourage as many people as possible to squeeze through a door at the same time.
Hold people back so wheelchair users can manoeuvre down the corridors.
What statement is true about warm clothing for passengers?
Warm clothing will protect passenger’s from drowning.
Warm clothing will protect passenger’s from hypothermia.
After being mustered, passenger’s will return to their cabins for warm clothing.
The crew will pass out warm clothing for passengers.
When doing a “warn and sweep” procedure, how can you ensure that a passenger cabin is empty?
Check under desks, beds, in closets and other places where a person can hide.
Open the door and have a quick look – if you cannot see anyone, the cabin is empty.
It’s enough to knock on the door – if no-one opens, the cabin is empty.
Open the door and ask if anyone is there – if there is no answer, the cabin is empty.
When people fear for the safety of their friends or relatives, which of the following actions would you take to help calm them?
Give them a lifejacket to put on.
Inform them about the nature of the emergency.
Assure them, that the crew is sweeping the entire ship for passengers.
Prevent them from looking for their loved ones.
When people jump into the water from a ship, what should they do?
Keep their arms down at their sides.
Take off their lifejackets.
Take off their shoes.
Grab the lifejacket near the shoulder.
Which action is the responsibility of Crew Members C or D, in addition to removing passenger’s from the chute?
Load the life raft.
Tell passenger’s to put on their hats or sunglasses if removed.
Count the passengers.
Call up “Go!” to Crewmember B at the opening of the chute.
Which example below is a positive command?
Go down the stairs in single file.
Never put on your TPA before you enter the water.
It’s not a good idea to go down that corridor.
Don’t use the elevator.
Which is a component of keeping order?
Don’t inform passenger’s about the emergency because they might panic.
Don’t tell jokes because the emergency should not be taken lightly.
Keep passenger’s informed during the emergency.
Make sure only crewmembers are assigned tasks.
Which of the following is NOT an important tool for crowd control?
Shouting.
Non-verbal skills.
Verbal skills.
Body language.
Which of the following statements is correct when discussing warm clothing and passengers?
Warm clothing will protect passenger’s from drowning.
Warm clothing will protect passenger’s from hypothermia.
After being mustered, passenger’s will return to their cabins for warm clothing.
The crew will pass out warm clothing for passengers.
Which statement is true about loading lifeboats?
Passenger’s with physical disabilities should go on life rafts.
Only passenger’s with physical disabilities should go on lifeboats.
Passenger’s with physical disabilities are loaded from a floating platform.
Passenger’s with physical disabilities should go on lifeboats.
Why is it a good idea to set passenger’s to look after other passenger’s in an emergency?
It allows the crew to focus on crowd control and other duties.
Passenger’s often trust other passenger’s more than they trust crew members.
It allows the passenger to focus on other things than the emergency.
It gives the passenger something to keep them occupied.
Why should elevators not be used in an emergency?
Too few people can be moved in an elevator.
Power could fail and passenger’s could be trapped inside.
The elevator is reserved for people with special needs.
Engineering will shut down the ship’s power and the elevator will be useless.
You are standing on the floating platform and helping to load the life raft. When can you safely let go of the passenger’s arm?
After you walk into the life raft with the passenger.
When most of the passenger’s weight is transferred into the life raft.
When someone inside the life raft grabs the passenger’s arm.
When the passenger says it’s okay to let go.
You have ensured that a wheelchair contains no equipment essential to the passenger’s survival. How should you help this person reach the embarkation station?
Remove the person from the wheelchair and assign people to carry the person.
Use the wheelchair in corridors but carry the person down stairs without the wheelchair.
Have several people carry the person in the wheelchair up or down the stairs.
Use the elevator.
You should isolate a panicking passenger from the others. What is the main reason for this?
You want to protect the panicking person as much as possible.
You don’t want other passenger’s to hear if you have to become very strict with the panicking person.
Panic can spread and affect other passengers.
It is easier to calm the person down in private.
You should use short and simple words, rather than long, complex words, when giving emergency instructions. What is the main reason for this?
Short words take less time to say and you don’t have much time.
You won’t have to think too hard about what you are saying.
You won’t have to repeat the instruction.
People are more likely to understand you.
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