Intro to Pharmacy Management Flashcards
1
Q
What is Management?
A
- Management is the art of maximizing productivity by using and developing people’s talents
- Providing self-enrichment and opportunities for growth
- Largely focuses on maximizing human capital
2
Q
Effective Managers understand…
A
- Context in which their organization exists
- Organization’s culture
- Industry and organization specific knowledge
- Utilize resources to learn who is who, what matters, and how things work
3
Q
Effective Managers are able to…
A
- Understand organization decisions and pharmacy-related changes
- Anticipate emerging needs and help employees make sense of new changes
4
Q
What department makes successful managers?
A
Human Resources
- Surrounds manager with talented people
- Develop individuals into high performing team members
5
Q
HR: Hiring for Success
A
- Aim to hire excellent people since it is critical for executing projects and achieving results
- Skilled interviewing and planning desired traits/experience in advance is essential to hiring the right person
6
Q
HR: Motivation
A
Factors Influencing Employee Motivation:
- Attainment-Set both short and long term goals
- Power-Allow for employee input which instills motivation
- Belonging-Create an environment of collaboration
- Independence- Allow the employee latitude to find the best way to achieve the desired results
- Respect- Recognize employees’ contributions and acknowledge the value of their opinions
- Equity- Take care to be fair when making decisions about your staff’s work schedules, job titles, scope of responsibilities
7
Q
Employee engagement enhances…
A
- Performance
- Increases discretionary efforts
- Strengthens commitments
- Supports retention
8
Q
Establishing Goals
A
- Look to managers to be clear with expectations and outcome measures
- Goals should be SMART
9
Q
SMART
A
S- Specific M- Measurable A- Agreed upon R- Realistic T- Time Based
10
Q
Feedback should be…
A
- Direct
- Rely on evidence
- Talk about employee and not themselves
- Provide positive feedback in public and negative in private
- Let employees propose solutions
- Express confidence in employee’s ability to succeed
11
Q
Coaching for Success
A
- Interactive process to enhance employee performance and capabilities
- Three components: technical help, personal support, individual challenge
12
Q
Communicating with Impact
A
- Both verbal and non-verbal
- Four elements of communication: sender, receiver, message, and environment
13
Q
To successfully communicate, understand that…
A
- What you say may not be what the receiver hears
- Sender and receiver have different interest levels
- Receiver may not be interested in message
- Communication is influenced by body language, facial expressions, etc.
- Message “packaging” can enhance/deter message transmission
- People differ in how they like to receive information
- People often need to receive the message multiple ways/times
- Having the receiver repeat the message can help determine if the message was understood
14
Q
Negotiating
A
-Supports productive and long-term relationships
Involves the following:
- Identify your own interests
- Seek to understand the interest of the other party
- Work together to develop potential options
- Evaluate possibilities
- Reach agreement that benefits both parties
15
Q
Problem Solving Process
A
- Define the problem
- Analyze the problem
- Develop possible solutions to the problem
- Analyze proposed solutions
- Select the best solution given the environment and parties involved
- Plan the next course of action (how to implement)
16
Q
Successful Conflict Management
A
Include…
- Tenets of principled negotiation
- Process of problem solving
17
Q
Organizing Team Meetings
A
- Set the tone for employee interaction
- Should be supportive and non-threatening
- Should be held on a regular basis to keep team informed
- Should be held in conference rooms where seating is arranged to position participants as peers
18
Q
Demonstrating support for team success..
A
- Removing long-standing irritants
- Simplifying employees’ lives
- Assigning team leaders to recommend solutions
- Providing necessary resources
- Communicating
- Providing training
19
Q
Managing time requires…
A
- Understanding workload
- Identifying priorities
- Staying organized
- Remaining flexible
20
Q
Time-Delegating
A
-One of the most useful time management skills to develop
Most effective when managers….
- Entrust employees with job
- Empower employees to get the job done
- Provide appropriate level of support to employees
- Hold employees accountable for outcomes
21
Q
To delegate, managers should consider…
A
- Which decisions to make and which to delegate
- How frequently to communicate
- Goals and performance metrics
22
Q
Managing Up
A
Process of working with your boss to obtain the best possible results.
23
Q
Aspects of Managing Up
A
- Clarify roles and expectations
- Know boss’ work and communication styles
- Provide boss with complete information
- Be dependable and trustworthy
- Assist boss in better managing their time
- Be positive and appreciative
- Disagree with tact and respect
24
Q
Accurate Self Insight
A
- Regular requests for employee feedback can help improve your effectiveness
- 360 degree feedback (all angles: employees, peers, boss)
- Ways to solicit: seek casual advice, formalize the process, trace changes in behavior
25
Planning for Emergencies
- Cannot prevent all emergencies, but can minimize surprises
| - Contingency plan: development of strategies to address possible future risks, problems, or undesirable situations
26
Steps in Contingency Planning
- Identify potential problem scenarios
- Set priorities and goals for these scenarios
- Identify a range of strategies to address risks/problems
- Allocate resources and assign responsibilities for implementing strategies
- Decide when and how strategies should be implemented
- Implement strategies as needed
- Evaluate strategies to determine if effective
27
Optimizing Crises
- Generally considered negative
- Crises-level events can open doors to opportunities
- Force us to think creatively and develop innovative solutions
28
Planning an Exit Strategy
- Plans for leaving a position, investment, program, or business
- Should leave both parties well-positioned for future achievements
- May involve succession planning
- Exiting individuals should have a personal action plan
- Exiting organizations should have plans to minimize disruption and protect financial solvency
