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7355 Final > Memorize this BS > Flashcards

Memorize this BS Flashcards

1
Q

8 steps of effective hiring

EDDDDNPE:

A
  • Evaluate current staffing needs
  • define position requirement
  • Decide who will be involved in the hiring process
  • develop a sourcing strategy
  • design a screening and evaluation process
  • Negotiate an employment offer
  • Provide a thorough and welcoming orientation experience
  • Evaluate the effectiveness of the hiring process
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2
Q

A well designed job description is important foundation for:

A
  • recruitment
  • selection
  • compensation
  • training requirements
  • performance evaluation parameters
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3
Q

____ of the job are a key component of the job description

A

essential functions

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4
Q

Essential functions of the job are required to ensure compliance with what act?

A

American Disabilities Act Amendments Act (ADAAA)

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5
Q

What model of hiring process involvement is a process by which participants are chosen from across the organization at various levels?

A

diagonal selection

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6
Q

What is the goal of diagonal selection?

A

to get a multidimensional and complete picture of the work being performed

Provides clarity about:

  • each stakeholder’s role in the hiring process
  • evaluation process expectations
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7
Q

____ are approaches an organization uses to seek applicants for vacancies.

A

sourcing strategies

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8
Q

Sourcing strategies may vary based on:

A
  • the position
  • labor market conditions
  • time frame for search
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9
Q

Types of advertisements:

A
  • in-column ads
  • block ads
  • web ads
  • image ads
  • position announcements
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10
Q

Sourcing strategies:

____ is used in diversity efforts when managers reach out to a variety of candidates from traditional and nontraditional recruiting sources.

A

networking

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11
Q

3 Sourcing Strategies:

A
  • advertising
  • using networks
  • search firms
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12
Q

Search firms or professional recruiters (headhunters) are typically used for ___ positions

A

senior

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13
Q

What details the relative success of one particular sourcing activity as compared to others?

A

yield ratio

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14
Q

Yield ratio analysis includes:

A
  • Cost to advertise or recruit applicants
  • number of applicants generated by the source
  • comparison of the percentage of interview and job offers accepted by candidates coming from that source
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15
Q

A screening ___ may be used to compare qualifications of one applicant against others.

A

matrix

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16
Q

___ are the second most commonly used screening technique, but are less reliable than other selection methods.

A

interviews

should not be used as the sole method for making decision, and should be structured to enhance effectiveness

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17
Q

4 types of interview questions:

A
  • situational interview
  • behavioral interview
  • informational interview
  • case study
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18
Q

What type of interview question is the following?

“Have you ever worked in a customer service position?”

A

informational

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19
Q

What type of interview question is the following?

“Tell us about a time when you did not have complete information but were asked to respond to a customers’ complaint about the work that someone else performed.”

A

behavioral

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20
Q

What type of interview question is the following?

“What would you do if a customer demanded a full refund for the generic medicine that you had dispensed because she thought it did not work as well as the brand-name version she had used in the past?”

A

situational

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21
Q

What type of interviews differ in that they tend to be shorter and are not used to make a final candidate selection?

A

telephone/video interviews

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22
Q

Interviews conducted via videoconferencing serve the same purpose as telephone interviews but allow candidates and hiring managers to establish a better rapport than what is possible over the telephone

a. true
b. false

A

a. true

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23
Q

A screening technique that uses actual work activities as a test to evaluate a candidate’s knowledge, skills, and abilities for a given job

A

work samples

Considered the most valid and reliable screening technique because samples assess an applicant’s ability to perform work required by the job

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24
Q

___ are usually the last screening technique to evaluate candidates for employment and are generally conducted only on a single finalist.

A

reference/background checks

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25
Q

The ADAAA prohibits medical exams from being administered before an employment offer is made.

a. true
b. false

A

a. true

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26
Q

___ may enrich the employee value proposition.

A

intangibles

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27
Q

Employment offers are not legally binding.

a. true
b. false

A

b. false

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28
Q

7 parts of performance management:

A
  • establishing/clarifying expectations
  • linking individual’s work to larger organizational goals
  • setting performance objectives
  • providing feedback and coaching
  • offering training and development to build capacity
  • removing obstacles so that objectives can be achieved
  • evaluating results
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29
Q

5 components of effective performance management:

A
  • strategic
  • communication
  • opportunity
  • recognition
  • engagement
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30
Q

2 strongest manager-influenced high performance strategies:

A
  • clarifying employee performance expectations

- providing fair/accurate feedback

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31
Q

___ effort is driven by employee commitment

A

discretionary

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32
Q

___ setting is best described as ensuring line of sight between employee achievement and employer’s overall business goals.

A

goal

  • Provides the employee’s work with greater meaning
  • Failure to ensure this line of sight may result in disengaged and unproductive employees
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33
Q

What legal case prompted organizations to eliminate as much vagueness as possible in descriptions of performance-related traits/

A

Albemarle paper company v Moody

34
Q

4 basic considerations used to measure manager’s development of performance standards:

A
  • strategic relevance
  • criterion deficiency
  • criterion contamination
  • reliability
35
Q

When providing performance feedback, it is important to ensure that evaluations are not punitive

A

retaliation

36
Q

The success/failure of performance management programs depends on 2 things:

A
  • values/beliefs underlying them

- attitudes/skills of this participating in them

37
Q

Evaluating traits should be based on ___ to avoid being biased and subjective.

A

job analysis

38
Q

Measure the extent to which an employee possesses and demonstrates certain characteristics such as creativity, dependability, empathy, and leadership

A

evaluating traits

39
Q

Specifically describe which actions should or should not be demonstrated on the job

A

evaluating behavior

Focusing on an appropriate or problematic behavior is more effective than making general comments about a person’s intentions

40
Q

focus on goals to be achieved rather than on activities employees perform or traits they exhibit related to their assigned jobs

A

management by objectives

evaluating results

41
Q

Encourages inclusion and empowerment of the employee in an ongoing performance communication and relationship with the manager

A

Multiple-Tool Performance Communication and Development

Determined by both manager and employee using a blend of the previous methods and tools (traits, behaviors, results)

42
Q

Seeks feedback from people who surround the employee and provides a comprehensive review of an employee’s strengths and weaknesses

A

360 degree feedback

43
Q

___ is an ongoing process that builds on past success and positions employees to take on new and ever more challenging assignments

A

performance management

44
Q

___ is “the activity, set of institutions, and processes for creating, communicating, delivering and exchanging offerings that have value for customers, clients, partners, and society at large”

A

marketing

45
Q

5 key priorities of marketing:

A
  • identify new opportunities
  • develop new products
  • attract customers
  • retain customers and build loyalty
  • fulfill orders
46
Q

___ focuses on communicating value to current and potential customers

A

marketing

can be informational or competitive (branding)

real value versus perceived value

47
Q

Required for health, safety, and well-being

A

needs

48
Q

Not required for survival, but makes recipient happy

A

wants

49
Q

Wants that are supported by willingness to pay

A

demands

50
Q

4 Ps of the marketing mix:

A
  • product
  • price
  • place
  • promotion
51
Q

9 types of pricing:

A
  • cost-plus
  • value-based
  • competitive
  • close-out
  • discount
  • membership
  • loss-leader
  • psychological
  • bundling/quantity discounts
52
Q

Additional Ps of marketing:

A
  • participation
  • positioning
  • people
53
Q

Porter’s 5 forces analysis:

A
  • bargaining power of suppliers
  • bargaining power of customers
  • threats of new entrants
  • threat of substitute products
  • competitive rivalry within an industry
54
Q

Group of individuals or organizations that have one or more similar characteristics, needs, and/or interests

A

market segment

Ability to respond to market segment influenced by location, resources, and staff expertise

55
Q

3 things that influence ability to respond to market segment:

A
  • location
  • resources
  • staff expertise
56
Q

___ is a narrower segment of population that needs or desires specialized goods/services.

A

market niche

57
Q

5 things a niche market must have to be profitable:

A
  • sufficient in size
  • have growth potential
  • have no competitors or be ignored by potential competitors
  • have adequate purchasing potential
  • demonstrate a need/interest for special treatment
58
Q

___ is a promotional technique that seeks to make a business, service, or product distinct in the customer’s mind

A

branding

may shape preferences and engender loyalty

59
Q

6 things to establish/strengthen brand:

A
  • the way service is provided
  • the people hired
  • the processes used
  • flexibility
  • prices
  • company name
60
Q

What is the risk of rebranding?

A

the potential loss of customers who believe the organization went out of business

61
Q

___ is a key strategy in a branding campaign and ensures consistency in marketing efforts.

A

integrated marketing communications (IMC)

62
Q

___ is a branding technique used to differentiate products from competitors

A

private labeling

63
Q

3 parts of relationship marketing:

A
  • Using databases to manage current and potential customers
  • Delivering differentiated messages to various market segments
  • Tracking customer behavior to analyze the value of acquiring and maintaining various customer segments
64
Q

4 things relationship marketing utilizes:

A
  • Identifying and responding to market segment
  • Personalized marketing
  • Retaining patients
  • Taking a longer-term view
65
Q

Advertising is a form of promotion

a. true
b. false

A

a. true

66
Q

5 purposes of promotion:

A

• Create awareness of a product or service
• Encourage patients or consumers to try something
new
• Enhance confidence in a product or service
• Maintain market share by encouraging the continued purchase of a product or use of a service
• Encourage recommendations and word of mouth marketing

67
Q

___ is “the placement of announcements and persuasive messages in time or space, purchased in any of the mass media by business firms, nonprofit organizations, government agencies, and individuals who seek to inform and/or persuade members of a particular target market or audience about their products, services, organizations, or ideas”

A

advertising

Advertising is used to increase awareness, recognition, and positive perceptions of products/services, as well to promote sales of products/services

68
Q

9 advertising approaches/venues:

A 
o Nationaladvertising
o Local(retail)advertising
o Direct-responseadvertising
o Tradeadvertising
o Professionaladvertising
o Institutionaladvertising(corporateadvertising) o Socialmedia
o Internetadvertising
o Direct-to-consumeradvertising(DTCA)
69
Q

___ is similar to advertising, but not paid for or controlled like advertising.

A

publicity

costs less and is more credible, but difficult to control

70
Q

___ (also called “e-tailing”): refers to the ability of the Internet to serve as a forum for sharing ideas and advice (i.e., a vehicle of interaction and collaboration)

A

web 2.0

71
Q

4 Web 2.0 opportunities:

A
  • Smartphone apps
  • Web-based advertising channels
  • Blogs that promote products and services
  • Viral marketing
72
Q

Deciding the channel to advertise through is as important as the content of the advertisement.

a. true
b. false

A

a. true

73
Q

___ refers to the coordination of all marketing efforts to create a unified message and image.

A

integrated marketing communications

74
Q

The ___ is a road map on how to reach consumers who are at different stages of the purchasing process

A

consumer decision making process

75
Q

5 steps of the consumer decision making process:

A
  1. create a need
  2. provide info
  3. support the evaluation of options
  4. encourage a purchase
  5. evaluate the wisdom of the purchase
76
Q

The ___attempts to explain and predict health behaviors by focusing on patient attitudes and beliefs

A

health benefit model

Considers:
• Perceptions of disease state
• Susceptibility to adverse effects of disease
• Potential costs and benefits of changing behaviors to avoid adverse effects

77
Q

The Health Belief Model asserts that patients will take action to prevent, screen, or seek treatment if they:

A

o Believe they are susceptible to condition
o Believe the condition is serious
o Believe there is a benefit to taking action
o Believe the benefits of taking action outweigh the costs
o Receive information that prompts them to take action
o Feel confident that they will be able to perform the action

78
Q

___ selling involves getting to know patients to identify unmet health needs and provide appropriate products and services

A

personal

requires strong questioning and listening skills

79
Q

5 steps of personal selling model:

A

Preliminary: gathering info

  1. assessing info
  2. asking probing questions
  3. presenting features and benefits
  4. addressing concerns
  5. offering the service
80
Q

___ promotion can be an effective replacement for traditional approaches to promotion, and is increasingly important given the growth of the Internet and social media

A

word-of-mouth

81
Q

__ promotion is a process by which one person shares positive purchase- or consumption-related information with another person

A

word-of-mouth

82
Q

2 truisms regarding word-of-mouth promotion:

A

o Satisfied patients and consumers advertise for
you for free
o People trust their friends’ advice more than they trust advertising messages

7355 Final (1 decks)

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