Leadership

Question 1

people in need of services from an organization who are employed by the organization, including patients, family members, physicians, students, payers, discharge planners, and other groups who are a source of patient referrals.

Answer 1

external customers

Question 2

people who are employed by the organization to provide services to various groups and individuals across the organization (e.g. nurses and other patient care staff, administrators, social workers, dietitians, therapists, housekeeping staff, and clerical support staff).

Answer 2

internal customers

Question 3

the act of guiding or influencing people to achieve desired outcomes (occurs any time a person attempts to influence the beliefs, opinions, or behaviors of an individual or group)

Answer 3

leadership

Question 4

coordination of resources, such as time, people and supplies to achieve outcomes (involves problem-solving and decision-making processes)

Answer 4

management

Question 5

A manager coordinates the activities of the group by …?

Answer 5

planning, organizing, directing, controlling and staffing

Question 6

theory that states a person is a “natural born leader”

Answer 6

Trait Theory

Question 7

theory that states interaction between leader and other variables of the situation is what makes a leader

Answer 7

Interactional Theory

Question 8

theory that states a sense of vision and direction inspires commitment and transforms the person/ group to accomplish shared goals

Answer 8

Transformational Theory

Question 9

What are the key skills to becoming an effective leader?

Answer 9

human skills, technical skills, and conceptual skills

Question 10

legitimate right to direct others

Answer 10

authority

Question 11

ability to get things done with or without legitimate right to do so

Answer 11

power

Question 12

source of power that comes from the ability to reward others for complying (money, desired assignments, acknowledgment)

Answer 12

reward power

Question 13

source of power that is based on fear of punishment for failure to comply (witheld pay increases, undesired assignments, verbal/ written warnings, termination)

Answer 13

coercive power

Question 14

source of power that is based on an official position in the organization (obligation)

Answer 14

legitimate power

Question 15

source of power that comes from the followers’ identification with the leader (admiration and respect)

Answer 15

referent power

Question 16

source of power that is based on knowledge, skills, and information

Answer 16

expert power

Question 17

source of power that is based on a person’s possession of information that is needed by others

Answer 17

information power

Question 18

source of power based on a person’s relationship or affiliation with other people who are perceived as being powerful

Answer 18

connection power

Question 19

Lewin’s Change Theory Phases

Answer 19

unfreezing, moving, refreezing

Question 20

Rule #1 of Lewin’s Change Theory: Change should be implemented for _____________ only.

Answer 20

good reason

Question 21

Rule #2 of Lewin’s Change Theory: Change should be planned and implemented ________.

Answer 21

slowly

Question 22

Rule #3 of Lewin’s Change Theory: Change should never be ___________ or ____________.

Answer 22

unexpected or abrupt

Question 23

Rule #1 of Lewin’s Change Theory: Change should involve _________________ affected by the change.

Answer 23

all people

Question 24

Lewin’s Change Theory stage in which the change agent promotes problem identification and encourages the awareness of the need for change

Answer 24

Unfreezing

Question 25

Lewin’s Change Theory stage in which the change agent clarifies the need to change, explores alternatives, defines goals and objectives, plans the change, and implements the change plan

Answer 25

Moving

Question 26

Lewin’s Change Theory stage in which the change agent integrates the change into the organization so that it becomes recognized as the status quo

Answer 26

Refreezing