FINALS LEC Flashcards
issuing of assignments, orders,
instructions that permit the worker to know
what is expected of him,
DIRECTING
CHARACTERISTICS OF GOOD DIRECTIONS
Directions must be clear, concise, consistent
and complete.
person giving directions must speak
distinctly and slowly
Avoid giving too many directions at one
time
ELEMENTS OF DIRECTING
DSCC
Delegation
2. Supervision
3. Coordination
4. Communication
the process by which a manager
assigns specific tasks/ duties to workers with
commensurate authority to perform a job.
DELEGATION
– the right to decide and command
Authority
obligation to do what is asked.
Responsibility
responsible/ answerable for
one’s actions.
Accountability
BASIC CONCEPT OF DELEGATION
ARA
Authority
Responsibility
Accountability
process of getting the work done
through others which is done properly, on
time and within the budget.
SUPERVISION
GOOD SUPERVISION FOCUSES ON
DEVELOPMENT OF THE THREE AREAS OF
SKILLS:
CIT
Conceptual
Technical
Interpersonal
– enhance knowledge through
adequate information and feedback.
Conceptual –
refinement of skills through
in-service trainings and seminars.
Technical
develop communication
skills through constant dialogues and
conferences.
Interpersonal
unites personnel and service to
a common objective.
Coordination
TYPES OF COORDINATION
IIE
Intradepartmental
Interdepartmental
Extra-Installation
It is the process whereby a message is
passed from sender to receiver with the
hope that the information exchange will be
understood as the sender intended.
COMMUNICATION
ELEMENTS OF COMMUNICATION
SMR
Sender
2. Message
3. Receiver
LINES OF COMMUNICATION
DUHo
Downward
Upward
Horizontal
Outward
higher to lower level
- Traditional type, from superior to
subordinate
Downward
Lower level management to higher
- A form of feedback from subordinate
Upward
Between hierarchical levels
- Lateral communication, endorsement,
rounds
Horizontal
Deals with info that flows from caregivers
to the patients, their families & relatives,
visitors.
Outward
gives the general impression of his
personality and self concept.
Personal appearance
should be soft and gentle. It should
not be irritating to the ear
Intonation of the voice
friendly smile
establishes immediate rapport with the client
and invites trust and confidence in the nurse.
Facial expression
indicate his physical wellness, his
emotions, and attitude towards his clients.
Posture and gait -
is a way of caring.
Touch
MODES OF COMMUNICATION used by
MANAGERS
W
F
N
T
Written communication – electronic mail,
memo
2. Face to face communication – oral, direct
3. Non-verbal communication – facial
expressions, body language
4. Telephone – rapid & allows the receiver to
clarify messages at the time it is given
electronic mail,
memo
Written communication
– rapid & allows the receiver to
clarify messages at the time it is given
Telephone
A natural, inevitable conditions and often
a pre-requisite to change.
CONFLICT
LEVELS/SOURCES OF CONFLICT
4 I’s
Intrapersonal
● Interpersonal
● Intragroup
● Intergroup
Occurs when two or more groups attempt the
same goals and only one group can attain them.
COMPETITIVE CONFLICT
Takes place in an environment filled with
fear, anger and stress.
DISRUPTIVE CONFLICT
focus on goals and attempts to meet the needs of
both parties.
WIN-WIN RESOLUTION
one which neither side wins, the settlement
reached is unsatisfactory to both sides.
LOSE-LOSE RESOLUTION
this strategy represses rather than settles conflict,
creates situation that the loser left angry and
antagonistic.
WIN-LOSE RESOLUTION/DOMINANCE OR
SUPPRESSION
conflicting parties give and take on various issues
NEGOTIATION
Is the process by which managers assures
that the actual expenditures & activities
conform to plan.
CONTROLLING
4 CHARACTERISTICS OF AN EVALUATION TOOL
It should be objective
It should be reliable
It should be valid
It should be sensitive
means the ability of the
measured fine line differences among the
criteria being measured.
Sensitivity
refers to the relevancy of the
measurement to the performance of the
employee.
Validity
refers to the accuracy or
precision of the tool that if administered twice,
it will produce the same results.
- Reliability
means that the evaluation tool
is free from bias.
Objectivity
continuous flow between measuring,
comparing and action.
CONTROL PROCESS
4 STEPS IN CONTROL PROCESS
- Establishing performance’ objectives and
standard. - Monitor & Measure performance of nursing
care services and evaluate it against the
standards through records, reports and
observations. - Comparing measured performances against
established objectives and standards. - Taking necessary corrective actions.
TECHNIQUES FOR MONITORING AND
MEASURING SERVICE
NQN
- Nursing Rounds
- Quality Assurance
- Nursing Audit
is essentially the activities & techniques
employed to achieve and maintain the
quality of a product service or processes
QUALITY CONTROL
4 FOCUS OF QUALITY CONTROL:
- pt./client/family satisfaction of nursing care
- facilities & climate
- methods used to deliver nursing care
- outcome of nursing care
is an on-going
repetitive process w/ the actual frequency
dependent on the type of activity being measured.
Measurement of Performance
done only twice
a year
- Formal performance appraisal
It is a control process in which employees’
performance are evaluated against
standards.
PERFORMANCE APPRAISAL
4 METHODS OF MEASURING PERFORMANCE
INFORMAL APPRAISAL W/C CONSIST OF
FORMAL APPRAISAL
PEER REVIEW
QUALITY CIRCLES
INFORMAL APPRAISAL W/C CONSIST OF :
a. Incidental observation of work performance
b. Responses made workers during
conferences
c. Noting the interaction of workers with the
clients, their families, visitors & co-workers
is accomplished regularly & methodically by
collecting objective facts that can demonstrate the
difference between what was expected & what was
done.
FORMAL APPRAISAL
the Appraiser writes a paragraph or more
covering the worker’s strengths, weaknesses &
potentials
Essay
contains compilation of all nursing
performance expected of a worker.
Checklists
the evaluator ranks the
employees according to how he or she talked w/
respect to certain aspects of performance or
qualifications.
Ranking
FORMAL APPRAISAL consists of (3)
Essay
Checklists
Ranking
it includes a series of items representing
the different tasks or activities in the nurse’s job
description or the absence or presence of desired
behavior & the extent to w/c these are possessed.
Rating Scales
may be to
describe punctuality in reporting for duty such as:
1 – Often times late
2 – Sometimes late
3 – Always reports on time
A descriptive graphic rating scale
The Evaluator is asked to choose from the
statements that best describe the nurse
being evaluated.
Forced Choice Comparison
describes the nurses experience w/ a group or a
person or in validating technical skills &
interpersonal relationship.
Anecdotal Recording
A problem solving process that
systematically assesses the quality of care &
corrects any defect that is observed.
QUALITY ASSURANCE
3 METHODS OF QUALITY ASSURANCE
- PATIENT CARE AUDITS
- PEER REVIEW
- QUALITY CIRCLES
a. Concurrent, Open chart or Benedicter
- is one in w/c patient care is observed & evaluated
- a review of the patient charts while the patients are
still confined in the hospital
- PATIENT CARE AUDITS
-is one in w/c patient care is evaluated through:
1. A review of discharged patient’s charts
2. Questionnaire last or interviews conducted
on discharged patient
b. Retrospective audits
may do patient care audits evaluating
another’s job performance against accepted
standard.
PEER REVIEW
A group of workers doing similar work
meets regularly, voluntarily, in normal working time,
under the leadership of their supervisor, to identify,
analyze and solve work-related problems & so
recommended should implement the solution
themselves.
. QUALITY CIRCLES
- is created & composed of a representative
form all levels of the nursing staff
NURSING AUDIT COMMITTEE
CONTROL OF RESOURCES
- Periodic review
- Consumption of supplies & materials
- Requisition of/or stocking a large number of
supplies & materials - Ordering the correct materials
- Checking inventory levels
- Regular inspection of equipment to prevent
breakdown and/or to detect needed repair
(Maintenance report/plan)
is regarded as a
constructive & effective means be which
employees take personal responsibility for
their own performance
DISCIPLINE
Any employee charged for break of the
rules & regulations, policies, norms of conduct shall
be given the corresponding due process
DISCIPLINARY ACTION
DISCIPLINARY ACTION SHOULD BE
PROGRESSIVE IN NATURE SUCH AS:
- Counseling & Oral warning
- Written warning
- Suspension
- Dismissal
is best given in
private & in an informal atmosphere
⮚ Employee is given a fair chance to air his
side.
⮚ The relevant facts are analyzed & evaluated
against his past performance.
. Counseling & Oral warning
is the second step in disciplinary action
⮚ it is preceded by an interview similar to oral
warning.
⮚ he is told after the interview that he will be
given a written warning, this includes:
Written warning
