Quiz Questions HR

Question 1

What are the 12Cs for team building?

Answer 1

1. Clear expectations
2. Context
3. commitment
4. competence
5. charter
6. control
7. Collaboration
8. communication
9. creative innovation
10. consequences
11. coordination
12. Cultural Change

Question 2

David Pink defines motivation as “the desire to do things because they matter”. However, three elements must exist for intrinsic motivation to occur. What are they?

Answer 2

1. Autonomy
2. Mastery
3. Purpose

Question 3

Define the CRAFT formula for compliance.

Answer 3

C=R+A+FT

C=compliance standards of care

R=Recommendation

A=Acceptance

FT=Follow Through

The formula shows that veterinarians control three out of the four components of compliance.

Vet set the C, vet make the R, the clients responsibility is the A and staff provide the FT

Question 4

Whether an individual is classified as an employee or an independent contractor is an important factor in determining the responsibilities of your practice under a variety of acts and regulations, and one of those is the Fair Labor and Standards Act. One test the FLSA may use in determining an employee from an independent contractor is called the Economic-Realities Test. The Economic Realities Test turns on whether the individual is economically dependent on the business for which it renders service.

What six factors are generally considered by the courts in applying the Economic-Realities Test under the FLSA?

Answer 4

The degree of control exercised by the practice over the individual’s work performance.
The extent of the relative investments by the practice and the individual in equipment and supplies used.
The individual’s opportunity for profit and loss through managerial skill.
The skill and initiative required by the work. Lower skill requirements weigh toward employee status.
The permanence of the relationship.
The extent to which the worker’s services are an integral part of the practice.

Question 5

Emotional intelligence is often described by five levels of competence in which to focus personal improvement. What are those five levels?

Answer 5

Self-awareness
Regulation
Motivation
Empathy
Social skills

Question 6

Veterinary staff ratio, veterinary production, team member production, and staff payroll percentage are 4 of the key factors involved in considering when to hire, what is the 5th key factor?

A. Percent of gross profit increase per quarter.
B. Liabilities as a percent of gross.
C. Apiary footage of building per DVM
D. Hospital work flow

Answer 6

D. Hospital work flow

Question 7

_______refers to the degree to which the test actually measures what it claims to measure.
A.validity
B.Tenability
C.Reliability

Answer 7

A.Validity

Question 8

A pre-adverse action letter should be used when?
A.When considering not hiring a candidate due to details revealed in a pre-employment background check.

B. To advise a candidate they will not be hired due to details revealed in the pre-employment background check.

C. To request further detail/clarification on the candidate from the background investigation company when considering not hiring a candidate due to details on the initial background check.

Answer 8

A. When considering not hiring a candidate due to details revealed in a pre-employment background check.

Question 9

When it comes to enhancing employee productivity, which of the below answers is NOT one of the suggestions?
A. Engage and Empower.

B. Personal Focus

C. Accountability and Acceptance

D. Performance Standards

Answer 9

C. Accountability and Acceptance

Question 10

When it comes to Individual development plans; what are the three main details that should be addressed?
A. Coaching, training, accountability
B. Coaching, training, career development
C.development, training, career management

Answer 10

C. Development, training, career management

Question 11

On-board with EASE stands for Encourage, Align, Solve, and\_\_\_\_
A. Elevate
B. End
C.Endorse
D.Embrace

Answer 11

B. End

Question 12

A doctor is using 2 exam rooms simultaneously for appointments, what type of scheduling is this considered?
A. Ten Minute Flex
B. High Density
C.Concurrent

Answer 12

B.High Density

Question 13

Regarding the practice client schedule;what is the definition of an emergency?
A. Where no doctor is immediately available and one must be pulled from another client.
B. When the patient is triaged and determined to take priority over other patients.
C. Where the client arrives without an appointment for a legitimate patient concern.

Answer 13

A. Where no doctor is immediately available and one must be pulled from another client.

Question 14

What are the federal retention laws for applicant documents such as resumes and employment applications?

Answer 14

One year from filling the position, unless you suspect applicant is over 40 years of age, then it is recommended to keep records 2 years.

Question 15

List the four elements necessary to hold working interviews.

Answer 15

Must be on payroll

Must be eligible to work in U.S.

Must be paid at least minimum wage.

Must be covered under workers compensation

Question 16

FIT is how a candidate will complement the culture, and POTENTIAL is the measure of growth the new hire would be expected to experience. Define IMPACT

Answer 16

IMPACT-is the measure of results the candidate has achieved in the past and is likely to achieve in the future.

Question 17

As it relates to interviewing candidates, what are the benefits of the use of a rating scale?

Answer 17

A rating scale can help helpful when hiring because it is challenging to compare candidates equally and consistently, especially if there are multiple members of the management team interviewing candidates for the same position.

Question 18

Information revealed in the background checks can be helpful with hiring decisions and should be conducted on all candidates who make it to the final hiring pool to choose from. True or False

Answer 18

False- background checks should only be made after a contingent employment offer has been made.

Question 19

What is a reasonable budget to spend on training annually?

Answer 19

1-2%

Question 20

New employees must have immediate knowledge of what 5 safety details?

Answer 20

Location of the first aid kit, eye wash station
Location of PPE
Location of all mandatory posters
Location of the hospital safety manual
Copies of all application OSHA

Question 21

List the 3 common reasons a staff member leaves a practice

Answer 21

Lack of positive feedback

Lack of training

Failure of management to include them in the larger strategic vision of the practice

Question 22

Name 4 elements of enhancing employee productivity.

Answer 22

Shares Purpose
Tools to do the job
Standard operating procedures 
Performance standards
Engage and empower
Recognize and reward
Physical fitness
Personal focus
Team focus

Question 23

The___and___of the practice help define the core competencies that should be expected of employees.

Answer 23

Mission and Values

Question 24

Why are core competencies important in staff development?

Answer 24

Because they can be tiered to beginner, intermediate and expert and because they can be considered in terms of reward based compensation.

Question 25

Name at least 4 of the 10 elements that should be considered in virtual team training.

Answer 25

``` Put your training on a diet Gain attention from the start Establish relevance Present I formation with a twist Ask compelling questions Conduct realistic demonstration Provoke discussion Employ interactive activities End with a bang Prepare prepare prepare ```

Question 26

In the 70/20/10 learning and development model; define the element involved.

Answer 26

70% of learning within an organization should come from on the job training g 20% from coaching and mentoring 10% courses, Lea tires and formal training

Question 27

An effective appointment system should have what two goals?

Answer 27

To eliminate client wait time To maximize the efficiency of the doctors, the support staff and the facility by minimizing downtime between clients or patients.

Question 28

In the example of dense scheduling in practice made perfect list the breakdown of the three 5 min sections for a 15 min annual wellness appointment.

Answer 28

The first 5 min is the technician check I period for patient history and vitals. The doctor is present for the next five min to perform physical exam, answer questions In the remaining five min the technician and/or doctor may collect lab samples, fill prescriptions or vaccinate

Question 29

What are three ways to try to avoid appointment problems with clients?

Answer 29

Appointment cards should always be given when appointments are made in the clinic Proper hospital protocols that prepare the team for I expected appointment challenges Advance reminders within 24 hours of the appointment

Question 30

Name five of the nine details to consider regarding appointment scheduling criteria making appointment schedules.

Answer 30

The number of doctors available during any particular period. The relative efficiency of the doctor The time allotted to each appointment The number of patients presented by each client

Question 31

The___is responsible for the efficiency, function and flow of the practice

Answer 31

Manager

Question 32

What does SMART stand for

Answer 32

Specific-define the task Measurable-how is the task going to be measured in terms of progress and completion Agreed- both parties agree on the importance of the task and how the results will be achieved. Realistic-the task being delegated and the goals being sought are realistic with the time constraints that are in place. Time bound- how and when will the results be expected

Question 33

In regards to identifying your practices "trade area", there are two common calculations: Radius Rings, and Drive Times. Which calculation is considered the best?

Answer 33

Drive times Using drive times to estimate the potential trade area’s boundary takes into account factors that the radius ring does not.

Question 34

True or False- staff meetings are a good way to create team bonding and introduce new policies or products, but they rarely show a financial return on investment.

Answer 34

False- well done staff meetings raise practice benchmarks, thereby providing for total quality management, increase profits and improved compliance with staff recommendations and client acceptance.

Question 35

What are some ways to engage team members at a staff meeting? Multiple choice)

Answer 35

Publicly praise work well done and celebrate successes Do not allow meetings to turn into gripe sessions Share important information, changes and progress towards goals so that people want to be at the meeting and not miss out on the announcements Learning games or ice breaker exercises

Question 36

Training meetings should be 20-40 minutes long for attendance to remain engaged

Answer 36

False

Question 37

Employee performance reviews should include (multiple choice) A. Conversations about wage and compensation structure. B clarity about goals and direction C addressing team member accomplishments D address concerns over policy and procedures

Answer 37

B,C, D

Question 38

One potential employee performance review pitfall is ____ A management pre-conceives ideas or expectations B measuring the trivial C. Not giving the employee all the time they need to discuss their concerns.

Answer 38

B. Measuring the trivial

Question 39

Which element below is Not included in the ABCDEFFormula? A accountability B. Decision confirmed C. Consequences

Answer 39

A. Accountability

Question 40

Avoidance of the other person, personal attacks, hurtful gossip, barbed humor and lack of cooperation are all potential symptoms of what dynamic within your practice? A. Vague guidelines/policies regarding conflict resolution. B. Symptoms of conflict within the practice C. Lack of accountability and leadership

Answer 40

B. Symptoms of conflict within the practice

Question 41

What are the top 3 that cause conflict in the workplace environment? A. Gossip, lack of training, lack of communication B. Lack of diversity, lack of training, lack of accountability C. Lack of communication, lack of training, lack of accountability

Answer 41

A

Question 42

After meeting with two team members who are experiencing conflict and you have told them that you have confidence in them to find a solution, how much time do you give before you meet again to hear their solution? A one week B one or two days C by the end of the day

Answer 42

B one or two days

Question 43

In what type of employment relationship can an employee only be disciplined or terminated for a sufficient reason( some examples are misconduct, negligence or theft)? A. Justifies action B. Just grounds C just cause

Answer 43

C Just cause

Question 44

Do not misrepresent the qualifications or character of a former employee if you have knowledge of that employees propensity for violence, or illegal behavior in order to avoid liability claims of ______. A. Negligent referral B. Derelict referral C adverse referral

Answer 44

A. Negligent referral

Question 45

An employment contact that details a specific length of employment is an exception to At Will employment. True or False

Answer 45

True

Question 46

What are five responsibilities in the role of the facilitator in a staff meeting?

Answer 46

1. Start and ending the meeting on time. 2 controlling topics 3 preventing negativity from overcoming the team 4 prioritizing topics 5 tactfully preventing a team member from dominating the meeting

Question 47

It is vital that staff meetings stay on track, and _____can help facilitate this.

Answer 47

Agendas

Question 48

List five of the seven ways to engage employees during a staff meeting.

Answer 48

1 using visual aids 2 tasteful appropriate humor 3. Publicly praise work well done and celebrate successes 4. Do not allow meetings to turn into gripe sessions 5. Share important information, changes and progress towards goals so that people want to be at the meeting and not miss out on the announcements 6. Request/require team members to present topics 7. Learning games or I’ve breaker excercises

Question 49

What details should be included in meeting minutes?

Answer 49

1. Record decisions and assignments 2. Designate responsible parties 3. Record the deadline agreed upon during the meeting 4. Who was present 5. What topics, if any will be revisited at the next meeting

Question 50

What is the best way to end a staff meeting

Answer 50

On a positive note

Question 51

Employee performance reviews should be developed from the________

Answer 51

Job description

Question 52

What renders an employee performance review useless?

Answer 52

Lack of clear performance expectations in the job description because without them team members cannot be held accountable

Question 53

List four of the six elements that should be included in an employee performance review.

Answer 53

1. Conversation about mission, vision and values 2 clarity about goals and direction 3. Addressing team member accomplishments 4. Address concerns over policy and procedures 5. Address potential conflict with team members or management 6. Address any lapses in standards or judgement

Question 54

What are the three most common types of employee performance reviews?

Answer 54

350 Peer Review Self-review Job satisfaction Survey

Question 55

What are the four disciplines necessary for an effective employee review?

Answer 55

Hold all employees accountable for their local performance outcomes. Teach all employees to identify, deploy and develop their strengths. Align all performance appraisals and review systems around identifying deploying and developing strengths. Design and build each role to create world class performers in the role.

Question 56

The most successful employee performance review program typically combine what four elements?

Answer 56

Regular informal feedback from supervisors. Performance goals that are set by the employee and the supervisor. Action plans to address performance or disciplinary problems. Formal reviews that document the “Big Picture”.

Question 57

List five of the nine potential pitfalls regarding employee reviews.

Answer 57

Spending more time on performance review than performance planning. More time should be spent preventing performance problems. Be careful comparing employees Forgetting the review is about performance and not blame. Stopping reviews when pay is no longer tied to the review.

Question 58

A practice without conflict indicate what type of practice dynamic, and what are potential negative side effects of those dynamics?

Answer 58

Staff members may be afraid to speak up. The practice culture is one where team members are trained to do what they are told. The team all think so much alike that there is little creative tension to promote innovation or change. This type of environment can sap the teams enthusiasm and initiative. It can also encourage passive resistance because open conflict and difference of opinions isn’t tolerated.

Question 59

What are the potential risks of delaying a discussion once an issue is known?

Answer 59

May result in additional conflict. Maybe interpreted that management is not interested in the problem

Question 60

WhT is the four step method for successful intervention regarding conflict management?

Answer 60

Confront the behavior Talk it out Hold team members accountable for solutions Follow-up and feedback

Question 61

Define At-Will Employment

Answer 61

Form of employment in which the employee is serving the employer at the will of both parties. This allows the employer to terminate its employees with or without cause.

Question 62

Define the ideal witness to a termination

Answer 62

The same gender, an in a supervisory position, not a direct peer of the employee being terminated.

Question 63

What is the suggested protocol for an employee who is performing poorly due to a short term personal life stressor?

Answer 63

They should be advised that it is unsatisfactory, and that if not for these problems, they would be terminated, but will be given the opportunity to improve once the short term problem resolved.

Question 64

Name 4 express exceptions to At-Will employment.

Answer 64

Collective bargaining agreement Specific contracts that indicate a specific length of employment Dismissals based on race, sex, color, national origin, or religion, prohibited by Title VII of the Civil Rights Act Dismissal because of pregnancy Based on age if over 40 Because an employee refuses to work in a workplace they consider unsafe or because they have exercised their rights under OSHA Due to bankruptcy Because of service on a federal jury

Question 65

Which plans are a blend of Fee For Service and HMO medical plans, They do not require a visit to a primary care provider prior to visiting a specialist, although they do have a network of preferred providers and it is more costly to go outside that network. A. Point of service plan B. Managed care plan C. Preferred provider organization plan

Answer 65

C. preferred provider organization plan

Question 66

Which addition to medical insurance is owned by the employer. A Health Savings Account B Flexible Spending Account

Answer 66

B. Flexible Spending Account

Question 67

The patient Protection and affordable Care Act requires employers with ___ or more employees to provide group medical insurance or receive a penalty. A. 20 full time employees B. 50 full time employees C. 50 total (part time/full time) employees

Answer 67

B 50 full time employees

Question 68

Why are employee medical documents stores separately from their main personnel file? A. While it is sometimes appropriate or necessary for a direct supervisor to see some personnel records, there is rarely a reason for them to see medical records. B. The ADa and FMLA require that medical records be stored separately C. Both A &b D Neither A or b

Answer 68

C. Both A&b

Question 69

Employee Wage Garnishment Orders and Credit Report are to be filed; A. With the payroll records B. With the main employment records C. Either location is acceptable D. Neither location is acceptable

Answer 69

D. Neither location is acceptable

Question 70

Which entity or entities require employers to keep detailed payroll and benefits data? Access should be limited and ideally stores separately A. The internal Revwnue code B. Fair Labor Standards Act C. Equal Employment Opportunity Commission D all the above

Answer 70

A the internal Revenue Code B Fair labor standards act

Question 71

At the core of any safety plan or manual is the ___law. A OSHA Act B. workplace Safety and Health C Right to know

Answer 71

C Right to know

Question 72

A section on chemotherapy should be included in every veterinary health safety manual regardless of weather the practice performs chemotherapy. True or False

Answer 72

A True

Question 73

One way to begin to create an Operations and Procedure Manual is to refer to the ____ of the practice A job description B tasks check list C health safety manual

Answer 73

A job description

Question 74

Which plan enables employees to make their medical insurance premium payment before taxes are deducted from their paycheck, and can also mean substantial pretax savings for employers?

Answer 74

A. Section 125 plans

Question 75

Regarding evaluating medical insurance plans; name at least four ingredients that should be included when creating a checklist to aid evaluation.

Answer 75

1. Basic type of plan (pop, hmo, pos) 2 details of coverage 3. Size of the providers and related service and facilities within the network 4 cost to employer, employees, dependents and deductibles and co-pays 5. Employee eligibility 6 simplicity of administration

Question 76

What common veterinary employee be if it’s does the ITS require be reported as taxable and what percent is the cut off for not reporting it?

Answer 76

The employee per health discount policy that discounts services at greater than 20%need to be reported as taxable

Question 77

Name at least five documents that should be in a personnel file.

Answer 77

Employment application, resume, interview notes, background checks Job description Offer of employment letter Performance evaluation education and training Disciplinary documents Emergency contact Tax withholding forms Copy of degree diplomas Contract agreement Employee wage Leave of absence and attendance

Question 78

What one personnel file document should be stored away in a separate file or other similar documents?

Answer 78

A. I-9

Question 79

Name at least four documents that might be found in an employee medical personnel file.

Answer 79

1. Health and life insurance forms 2. Physician notes, return to work notice, limited duties notice or accommodations. 3. Insurance or workers compensation claims. 4. Physical exam results 5. Family and Medical Leave Act documentation

Question 80

What elements of a job description can help you avoid hiring someone who is unable to perform essential duties of the position?

Answer 80

A. listing what is considered an impediment to satisfactory performance such as being afraid of aggressive pets.

Question 81

What specifics should be included in the accountability section of a job description?

Answer 81

A. Where does this position reside in the hierarchy of the practice? B. Who do they report to? C. Who evaluates their performance? D. How much authority does this position have?

Question 82

Job descriptions are required by federal law- True or False?

Answer 82

A. False

Question 83

How often should job descriptions be evaluated for accuracy, and what changes to the practice might indicate an update is necessary?

Answer 83

A. Job descriptions should be evaluated for accuracy annually(more often in the case of staff reduction or growth).

Question 84

What three purposes do hospital manuals serve?

Answer 84

A reference tool for standard of care and practice guidelines. Training and instructional tool. They define a standard to which employees can be held accountable to reach

Question 85

Which of the ten subjects below is not considered a common element in an employee manual?

Answer 85

An Organizational Chart showing the proper hierarchy of the practice.

Question 86

Explain the difference between the Hospital Operations and Procedure Manual and the Employee Policies, Procedures and Guidelines Manual.

Answer 86

A Hospital Operations and Procedure Manual is a comprehensive text that details every aspect of specifically how you want work to be done. An Employee Policies, Procedures, and Guidelines Manual details clarity and purpose to the practice mission and values and also details expectations, compensation & benefits, legal disclaimers and other details surrounding employee specific policy and procedures.

Question 87

Where is it recommended to keep the Hospital Safety Manual?

Answer 87

A certain location