Leadership & Management - Part 2 Flashcards
define operational planning (1)
1- Presents highly detailed information specifically to
direct people to perform the day-to-day tasks required in the running the organisation
what is an operational plan used for (1)
1- Used to allocate resources, set a timeline and
stipulate performance indicators for each part of the
strategic plan
what is the structure of an operational plan - WWWH (4)
1- who (people responsible)
2- what (tasks to be done)
3- when (timelines/deadlines)
4- how much (financial resources)
what are Kotter’s 8 steps for change management - UCV/EE/SS/I (8)
1- urgency- create sense of urgency
2- coalition/team- build a coalition
3- vision- create a vision
4- enlist help
5- enable action/remove barriers
6- short-term wins, celebrate these
7- sustain change
8- institute change
re: Kotter’s change mgmt, what does ‘create sense of urgency’ mean (1)
1- Help others see the need for change through a bold, aspirational opportunity statement that
communicates the importance of
acting immediately
re: Kotter’s change mgmt, what does ‘build coalition’ mean (1)
1- build a group of Individuals to guide, coordinate,
and communicate change, “build the guiding team”
re: Kotter’s change mgmt, what does ‘create a vision’ mean (1)
1- Clarify how the future will be different from the past and how you can make that future a reality through initiatives linked directly to
the vision
re: Kotter’s change mgmt, what does “enlist help’ mean (1)
1- Large-scale change can only occur when high numbers of people rally
around a common opportunity, “communicate for buy-in”
re: Kotter’s change mgmt, what does ‘enable action’ mean (1)
1- Removing barriers such as
inefficient processes and
hierarchies, “empower action”
re: Kotter’s change mgmt, what does ‘short-term wins’ mean (1)
1- Recognize and celebrate wins early and often
re: Kotter’s change mgmt, what does ‘sustain change’ mean (1)
1- Press harder after the first successes. Be relentless with initiating change after change
until the vision is a reality, “don’t let up”
re: Kotter’s change mgmt, what does ‘institute change’ mean (1)
1- Articulate the connections between the new behaviors and organizational success, making sure they continue until they become strong enough to replace old habits, “make change stick”
what are 4 key human resources functions (4)
1- staffing
2- training and development
3- compensation
4- administration
what is the most important operational decision an organization can make (1a) and why (1b)
1a- hiring
1b- onboarding costly (average 3-6months), unionized environments, and want a complete functional team
what is the SCARF model of motivation? (5)
1- Status
2- Certainty
3- Autonomy
4- Relatedness
5- Fairness
what does the SCARF model help with (1)
1- it’s a way to engage others - When there’s an opportunity to increase these, people feel rewarded; when there’s threats to these, people feel threatened
what is the Tuckman model of team development “-orming” - FSNPA (5)
1- forming (orientation)
2- storming (difficult stage; conflict/competition)
3- norming (resolving conflict; consensus on leader)
4- performing (mature and well-functioning team)
5- adjourning (wrapping up tasks)
what are the components of the conflict resolution triangle (needs to be considered) (3)
1- manager needs (focused on operational goals)
2- employee needs
3- organizational needs (focused on strategic goals)
what are the steps of conflict management - RIP NANIE (8)
1- rules of engagement (let everyone share how they feel)
2- information gathering
3- problem identification
4- needs identification
5- assess potential solutions
6- negotiate solutions
7- implement
8- evaluate and debrief
what are the Kilmann model conflict mode axes (2)
1- assertiveness (extent individual attempts to
satisfy own concerns)
2- cooperativeness (extent individual attempts to
satisfy other person’s concerns)
what are the Kilmann model conflict modes within the axes of assertiveness x cooperativeness (5)
1- high A, low C - competition
2- high A, high C - collaboration
3- low A, low C - avoidance
4- low A, high C - accommodation
5- middle ground- compromise
re: conflict modes, when do you use competition (1)
1- need a quick decision
2- unpopular decision needs to be made (e.g. budget cuts)
re: conflict modes, when do you use collaboration (2)
1- concerns of both parties are too important to compromise on
2- need multiple perspectives in a solution
re: conflict modes, when do you use accommodation (1)
1- when preserving harmony is more important than the solution you prefer
re: conflict modes, when do you use avoiding (2)
1- the issue is unimportant
2- costs of confronting conflict outweigh benefits of resolving conflict
re: conflict modes, when do you use compromising (1)
1- need a temporary agreement on a complex issue
define quality improvement (1)
1- continuous and ongoing
effort to achieve measurable improvements in the
effectiveness, performance, and outcomes of
services which achieve equity and improve the
health of the community
define quality control (1)
1- activities to test a service to
identify problems before it reaches the customer;
“find it, fix it” (retrospective)
define quality assurance (1)
1- activities to identify process problems that might lead to problems with a
service; “looking further up the line” (prospective)
what are the components of PDSA cycle (4)
1- plan
2- do
3- study
4- act
what is the goal of PDSA cycle (1)
1- perform small tests of change that can be
expanded if successful
what is six sigma (1)
1- continuous process improvement methodology that focuses on identifying and reducing variation in a process
what is the Lean approach to QI (1)
1- Systematic approach to identify and
eliminate waste (non-value added activities)
what is root-cause analysis (1)
1- Structured method use to analyze all the possible
causes and conditions that could have led to the
adverse event
what are examples of tools to do root-cause analysis (3)
1- fishbone diagram
2- 5 why’s
3- Pareto chart
what is the Pareto principle (1)
1- 20% of inputs result in 80% of outputs
what are Pareto charts used for (1)
1- Used to focus quality improvement efforts on the
most commonly occurring proximate causes
what is SOAR analysis stand for (4)
1- Strengths – what can we build on?
2- Opportunities – what are our stakeholder asking for?
3- Aspirations – what do we care deeply about?
4- Results – how do we know we are succeeding?
what are the prioritization criteria for PH issue - UNI / FAE / EU (8)
1- population health need
2- scale of impact
3- health equity
4- urgency
5- effectiveness & safety
6- acceptability & appropriateness
7- feasibility & cost/resources
8- uniqueness and role
what is a cost centre (1)
1- fixed budget, expenditure only (as opposed to a profit centre or investment centre)
what is an incremental budget (1)
1- budget is prepared by taking current
period’s budget as base, with incremental amounts
then being added for the new budget period
what is a zero-based budget (1)
1- ZBB requires each expense to be justified and approved for every new budget period, rather than starting from the previous budget
what is an activity-based budget (1)
1- activities that incur costs are recorded, analyzed and researched to find savings
when is progressive discipline used (2)
1- Used for an employee that has the ability to change their behaviour but is not willing to do so
2- Used for blameworthy or serious conduct with the ultimate intention of terminating the cases’ employment
what are the steps in progressive discipline - VW/SDT (5)
1- verbal warning
2- written warning
3- suspension
4- demotion
5- termination
what are considerations to take during progressive disciplining (3)
1- Warnings MUST outline deficiencies, expectations, timelines, and consequences
2- Must offer time to improve and accommodations
if reasonable
3- You can skip steps if conduct is severe, or if
there is a prior history in past 18 months
what is the ADKAR approach to change management (5)
1- awareness
2- desire
3- knowledge
4- ability
5- reinforcement
re: ADKAR, what does awareness mean (1)
1- awareness of the need for change
re: ADKAR, what does desire mean (1)
1- desire to participate and support the change
re: ADKAR, what does knowledge mean (1)
1- knowledge on how to change
re: ADKAR, what does ability mean (1)
1- ability to implement required skills and behaviours to make the change
re: ADKAR, what does reinforcement mean (1)
1- reinforcement to sustain the change
