TSA Behavioral Competencies Flashcards

A passenger becomes verbally aggressive after being selected for additional screening. What is the best first response?

Answer: Remain calm, explain the process politely, and de-escalate

TSA officers are trained to remain calm and use professional communication to de-escalate tense situations.

You observe a colleague accepting a cash tip from a passenger after screening. What should you do?

Answer: Report the incident to your supervisor

TSA officers are prohibited from accepting gifts or gratuities, and violations must be reported to a supervisor.

A passenger in a wheelchair cannot stand for the body scanner. What is the correct procedure?

Answer: Conduct a thorough pat-down as an alternative screening method

Passengers who cannot use the AIT scanner receive an equivalent level of screening through a pat-down.

A passenger unknowingly packed a prohibited item and seems genuinely surprised. How should you proceed?

Answer: Confiscate the item and follow standard prohibited-item procedures

Regardless of intent, prohibited items must be handled according to standard TSA procedures, which include confiscation or voluntarily disposing.

Your supervisor tells you to skip the shoe screening step because lines are too long. What do you do?

Answer: Refuse and report the instruction to TSA management or the chain of command

TSA officers must follow established screening protocols regardless of supervisory pressure; deviations should be reported up the chain.

A passenger states their prescription medication must not go through the X-ray machine. What is the appropriate response?

Answer: Conduct a physical inspection of the medication as an alternative

TSA allows physical inspection of medications as an alternative when passengers decline X-ray for their prescription drugs.