CVPM Deck 1: Human Resources Flashcards
- A good management protocol for cash control would include all of the following EXCEPT:
A. Daily deposits
B. Receptionists responsible for cash
C. Cash payments under $25.00 from cash drawer
D. Imprest petty cash account
E. Numbered client receipts
- D. Imprest petty cash account
- You are a new manager and are monitoring the front desk staff. A pet owner, who is not a client, has been using a legend drug at another animal hospital and asks your hospital to fill a prescription for it.
You hear the receptionist telling the owner that the veterinarian on duty will fill the prescription if the owner can wait a few minutes. How can you best fulfill your responsibilities to the practice? Which action would you choose as most effective for responding to this situation?
Select one (1) option.
a. Talk with the receptionist privately at the first opportunity and explain the Federal and State regulations for in-house pharmacies.
b. Instruct the receptionist to inform the pet owner that your pharmacy is not able to fill prescriptions for a pet that is not a patient of the practice.
c. Explain to the pet owner that veterinary pharmacies are not retail pharmacies and are allowed to dispense medication only to current patients of that practice.
d. Explain to the receptionist that the practice cannot fill a legend drug prescription, but since she has already agreed to fill the prescription for the pet owner, make an exception this time and call the other animal hospital for permission to fill it.
e. Hold a staff meeting to discuss the mistake at the front desk and review the laws that regulate the in-house pharmacy.
- B = +1, C = +2
What should not be included in personnel files?
I-9, EEOC documents, documents referencing gender, race, religion, veteran status, disability, national origin,, references prior to employment, garnishments, credit reports, testing when that might compromise the testing process, investigative reports, medical records, undercover agent information/status
What is the DISC Theory? Name the creator & year
Moulton Marston- 1920…
Basic Premise….
4 Basic Human Behaviors- Dominance, Inducement, Submission, & Compliance.
Basic Assumption: An individual’s response is a part of a self preservation instinct. Responses are based on the relationship between two perspectives- 1) Perception of the personal power to change an environment 2) Perception of conditions of the environment.
Define Dominance & lists the characteristics.
One of Marston’s Behavior Responses from DISC.
1) Views themselves MORE powerful than the environment.
2) Naturally views the environment as antagonistic &/or hostile.
3) Have a more directive, dictorical, & domineering communication style
4) Have high ego strength & “can do” attitude
5) goal oriented, needs results, and vareity.
6) Motivated by challenges & enjoys instigating change.
Define Inducement and list the characteristics.
One of Marston’s Behavior Responses from DISC.
1) View themselves as having control over the environment.
2) View environment as intrinsically friendly & supportive.
3) Communication style leans towards being persuasive & optimistic.
4) Enjoys meeting other people & likes a wide variety of people. Likes working with others… TEAM PROJECTS
5) Also knows as Influencers… Considered to be highly inspirational with strong verbal optimism & enthusiasm
Define Submission and list the characteristics.
One of Marston’s Behavior Responses from DISC.
1) View themselves as NOT having control over the environment. They will accept & acquiese to the environment. Thus…. creating a stable environment.
2) View environment as supportive & NON threatening. 3) Likes to work with others vs alone. They are loyal & accepting of others. Often described as “steadfast”.
4) Can be flexible to meet the needs of the situation/ environment.
5) Work well w/ D& I personalities…. D & I can scal up a situation/ environment…. S adapts to that.
Define Compliance and list the characteristics.
One of Marston’s Behavior Responses from DISC.
1) View control over the environment as negligible.
2) Views environment as antagonistic & hostile. Especially if quality is effected.
3) Motivated by concern for correctness. Pays attention to detail & facts. Thus quality of work is very important & emphasized.
4) Will check rules/ controls. Very good at staying within them. Described as a “rule follower”, “conscientious”, “courteous”.
5) Views the environment as having a superior force that dominates the situation.
Levels of Emotional Intelligence Quotient (EQ) Competence
5 Levels- Basic to Evolved
1) Self Awareness: Recognition of importance of emotions
2) Self Control: Reframing stressful situations & managing emotional triggers
3) Self Motivation: Using emotions to motivate yourself. Leads to increased interactions with others in more positive & productive ways. This skill will assist in delaying self gratification & commit to long term goals.
4) Empathy: Recognizing & responding appropriate to other’s emotions. Increase in others being more willling to cooperate & receptive to direction. You can successfully distinguish between your emotions & others. Not allowing theirs to be yours.
5) Effective Management of Relationships: Other four levels have been mastered. You now hone your ability to influence, persuade, motivate, & inspire others.
Define Emotional Intelligence Theory
Theory by Daniel Golman- 1990’s
Theory that states
1) Intellectual Quotient (IQ) is not a good predictor of success…
2) States emotional skills are EQUALLY important determinants in life success
Emotional IQ (EQ)
Refers to the ability to identify & manage one’s owns emotions, as influences the emotions of others.
Three skills
1) Emotional awareness
2) Harness the emotions & apply energy to tasks
3) Manage the emotions
Compensation Budget
An estimate of salary or wage expenditures for a set period of time
FUTA
Federal Unemployment Tax Act
- Paid by employer ONLY
- .06% for the first $7000 in 1 year
- Form 940
Coaching
A working partnership between managers and employees to provide structure, guidance, and support to employees.
Benefits
Payments made to an individual employee over and above those already received from a salary and/or wage
- Medical Coverage
- 401K Retirement
- Employee Assistance Program
- Uniform Allowance
- Bonus Program
