Chapter 5 Practice Made Perfect: Employee Life Cycle

Question 1

What are the 4 steps of the management process?

Answer 1

Planning, organizing, directing, and evaluating

Question 2

What are the actions taken within the 4 step management process?

Answer 2

Planning Employee acquisition, hiring, conducting orientation and training, and engaging in performance evaluations.

Question 3

What steps are involved in hiring new staff?

Answer 3

Recruitment, screening, and selection

Question 4

What are the two key components of staff acquisition?

Answer 4

budget and job description

Question 5

What do you need to identify while assessing your need for a new employee?

Answer 5

The hours and pay of the new employee and the skills and capabilities of current employees

Question 6

What is a job description?

Answer 6

Outlines of job responsibilities and duties for every position at the practice.

Question 7

What elements should a job description have?

Answer 7

Position Title, Summary, list of job responsibilities, description of necessary skills and qualifications, and description of accountability

Question 8

What screening tools can be used in order to narrow down the candidate pool prior to interviews?

Answer 8

Resumes, qualification letters, letters of recommendation, internet searches

Question 9

Should you make notes on resumes received?

Answer 9

No, make notes on separate forms. Information written on a resume can be held against a company in a court of law.

Question 10

What information must an employer provide to prevent being liable for a “negligent referral”?

Answer 10

Violent or illegal acts

Question 11

What % of the practice revenue is labor and benefits?

Answer 11

%38-45

Question 12

What are the 3 components of the hiring process?

Answer 12

1. Recruitment
2. Screening
3. Selection

Question 13

What are the 4 basic leadership styles

Answer 13

1. Directive (task oriented)
2. Supportive (people/individual oriented)
3. Participative (Consulting in the group in decision making)
4. Achievement Oriented (focuses on setting goals)

Question 14

Autocratic or Authoritarian Leadership Style

Answer 14

A management style that is primarily directive or achievement-oriented

Heinke, Marsha L.. Practice Made Perfect: A Complete Guide to Veterinary Practice Management (p. 71). AAHA Press. Kindle Edition.

Question 15

Democratic Leadership Style

Answer 15

A management style that is primarily supportive or participative

Heinke, Marsha L.. Practice Made Perfect: A Complete Guide to Veterinary Practice Management (p. 71). AAHA Press. Kindle Edition.

Question 16

Theory X and Theory Y

Answer 16

Theory X: assumes that people prefer to be directed, are not interested in assuming responsibility, and are motivated primarily by money, fringe benefits, and the threat of punishment.

Theory Y: postulates that employees can be self-directed and creative at work if they are properly supported and motivated. Motivation can come from individual desire for recognition, from a sense of self-worth and pride, and from an interest in work well done.

Heinke, Marsha L.. Practice Made Perfect: A Complete Guide to Veterinary Practice Management (pp. 71-72). AAHA Press. Kindle Edition.

Question 17

5 levels of Emotional Intelligence competencies

Answer 17

Self Awareness
Self Control
Self Motivation
Empathy
Effective Management of Relationships

Question 18

4 Basic Human Behavior Styles

Answer 18

dominance, inducement, submission, and compliance.

Heinke, Marsha L.. Practice Made Perfect: A Complete Guide to Veterinary Practice Management (p. 76). AAHA Press. Kindle Edition.

Question 19

What are the 3 types of sex discrimination?

Answer 19

1. Typical sex discrimination
2. Pregnancy discrimination
3. sexual harassment

Question 20

How does a hospital successfully build a culture of client service?

Answer 20

1. Define the difference
2. Understand the path
3. Become a catalyst
4. Learn
5. Brainstorm
6. Discuss
7. Decide
8. Implement
9. Sustain