Chpt 2

Question 1

Agenda

Answer 1

A list of items to be discussed at a meeting
Include time allowed for each agenda item as well as the person who will take the lead on each item

Question 2

Authoritarian

Answer 2

A leadership style in which the manager is always in charge and control of the employees

Question 3

Autonomy

Answer 3

The ability to work with little oversight or help

Question 4

Catalystic

Answer 4

A leadership style that consists of leading others by setting a fast pace for employees to follow
Type A personality
Competitive and work obsessed
May be intimidating

Question 5

Coaching

Answer 5

The process of giving advice to employees to help them find their own solutions to problems and encouraging employees to do their best.

Question 6

Coordinating

Answer 6

The process of setting up separate functions so that a team is able to perform.
Includes financial areas and risk management

Question 7

Delegation

Answer 7

The process of taking one’s tasks and giving them to another
Usually giving daily functions to other members of the healthcare team
One way to mentor staff and build their skills

Question 8

Democratic

Answer 8

The leadership style in which employees opinions are used in the decision-making process
Staff satisfaction high but time consuming

Question 9

Feedback

Answer 9

Opinions provided to an individual about what they have done or said

Question 10

Front-line staff

Answer 10

Employees who have direct contact with patients, such as a receptionist, medical assistant or nurse

Question 11

Humanistic

Answer 11

A leadership style in which employees are left alone to do their work as each employee believes is best
Not ideal, no discipline or recognition

Question 12

Intimidating

Answer 12

To lead others through fear
Good in emergent situations not daily
Doesn’t recognize good work, focuses on employees not performing well

Question 13

Leading

Answer 13

The process of showing others how a task should be done; setting the vision or tone for the group

Question 14

Motivating

Answer 14

The process of encouraging others to perform well; recognizing employees for a job well done

Question 15

Multitask

Answer 15

The ability to handle more than one task at the same time

Question 16

Negotiate

Answer 16

The process of asking for a lower price or other benefits when purchasing an item or service

Question 17

Organizing

Answer 17

The process of gathering the necessary tools, staff, and resources to accomplish set goals

Question 18

Participative

Answer 18

Management style in which the manager seeks out the opinions of those they manage

Question 19

Performance evaluation

Answer 19

The process by which a manager reviews job performance with an employee

Question 20

Planning

Answer 20

The process of setting goals for a group
And the dates by which they should be accomplished
Strategic planning, marketing endeavors, staffing

Question 21

Service contract

Answer 21

A contract for maintenance and care of equipment

Question 22

Staff meeting

Answer 22

A meeting attended by members of a department or office
Minimum one per month
Scheduled start and finish time
Staff should be paid

Question 23

Supervisor

Answer 23

The person who oversees staff and their work
Carry out the instructions of the manager to whom they report
Conducts performance evaluations, set staff schedules, arrange vacations, hire and fire, disciplinary actions

Question 24

Theory X

Answer 24

Douglas McGregor 1960
The Human Side of Enterprise
Authoritarian
Assume employees dislike the work and try to avoid doing it
Believe in managing by fear and intimidation
Employees cannot be trusted to think for themselves

Question 25

Theory Y

Answer 25

See Theory X for book details Participative management style Believe that staff will seek out responsibilities and that they will use their skills to solve problems independently of the manager Employees want to do well

Question 26

Visionary

Answer 26

A leader who offers a vision for the future Authoritarian leadership style Many years of experience and considered an expert.

Question 27

Warranty

Answer 27

The period of time within which the manufacturer is responsible for any repairs to equipment

Question 28

Working Supervisors

Answer 28

Supervisors who spend a portion of their time working in the same role as the employees they supervise

Question 29

Management functions

Answer 29

Planning Organizing Leading Coordinating

Question 30

Mentoring

Answer 30

Involves setting an example for staff members to follow Provide feedback Serve as a role model

Question 31

Set expectations with a clear and concise job description

Question 32

Manager characteristics

Answer 32

Multitask Calm Provide positive and negative feedback Treat all employees equally Manage multiple project deadlines Handle conflict Delegate tasks Knowledge of the financial part of the business as well as clinical and administrative functions

Question 33

Manager duties

Answer 33

Supervise employees Interview and hire Schedule staff Evaluate employees Discipline and terminate Trace the financial flow Handle disputes Organize and lead staff meetings Handle difficulties with patients Oversee inventory and equipment maintenance Function as buffer between physicians and staff Prepare quarterly financial reports Process payroll

Question 34

Styles of Management

Answer 34

Intimidating Authoritarian Humanistic Democratic Catalystic Mentoring

Question 35

Staff meeting minutes

Answer 35

Designated notetaker Distribute minutes Names of attendees Names of non attendees Date and time Discussion items and results, any follow up needed Items deferred to the next meeting Date and time of next meeting Time the meeting ended

Question 36

Supplies

Answer 36

Manager in charge of supplies or delegate Some tracking done with scanning equipment and computers Contracting with suppliers - discuss the type and number of supplies that will be needed. The supplier will then propose a price. If one aspect is not negotiable , another might be. May join with another office to get a quantity discount Many clinical supplies have expiration dates, this must be tracked. Don’t order too much Consider storage space

Question 37

Service contracts

Answer 37

Photocopier, EKG May need to service regularly to maintain warranty May negotiate. Best done at time of purchase. Negotiate cost or length of contract

Question 38

Employee theft

Answer 38

Small items (pens, notepads) Large items (drugs, expensive supplies) Policy should state what constitutes theft and outline consequences for theft, including discharge Maybe separate inventory staffers - division of labor If employees are allowed to take certain samples that should be listed in the policy.