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WorksheetsManagement: Exam #1 Review
Total questions: 80
Worksheet time: 55mins
What do you manage?
people
things
What do you lead?
people
things
What are the best ways to manage professional employees?
clarify expectations
provide protection and support to deliver expectations
acknowledge and recognize
give credit when credit is due
pretend to have skills you don't have
What are the best ways to deal with performance issues when managing professionals?
identify reasons for poor performance. commend on areas of good performance. agree on areas of improvement
agree on plan of action. set a timeline. provide guidance and support
document performance improvement plan
express that the employee is to blame and they need to work harder
What are the core areas on how to build and sustain an effective pharmacy team in a tight labor market?
create a compelling message
seek talent who share team values
develop consistent culture of continuous learning and development
tech-check medication programs
immunization assistance
Match the following best type of languages to use when interacting with different people in the management hierarchy.
CEO: language of money, Area Managers: language of money
Managers pharmacists: language of money and operational language
Healthcare assistants: operational language
CEO: language of money, Healthcare assistants: language of money
Managers pharmacists: operational language
What are the qualities that distinguish pharmacists from other professionals?
attention to detail in their work
effective communication and counseling skills
very effective in teamwork
not necessary to know computer-based skills
keeping up with pharmacy's knowledge and professional development
What are some examples of job tasks for advanced technician roles?
patient assistance programs
community outreach
tech-check-tech medication programs
purchasing/fiscal management
medication reconciliation
What are the 3 key steps needed for implementing a new pharmacy tech role?
identify new role and write description
develop operational and training process procedures
develop competency checklists for evaluation
create a compelling message
seek talent who shares team values
What is the active demonstration of traits of a pharmacy professional defined by APHA and ACCP?
commitment to professional development
maintains covenantal relationships with patients and community
demonstrates leadership qualities
compromises ethical standards for profit
blames others for mistakes
What are the needs of the professional?
Business objectives should reconcile with professional standards, and these should provide the managerial vision of the organization. The professional’s contribution to organization must be recognized.
Professional employees need high performance standards and goals. If a professional cannot be supervised, the manager must provide support, assistance, and protection to carry out their tasks. The organization must have opportunities for professionals to move from one position to another for their expertise
Contribution of a professional should be recognized only inside the company
Professional employees often have only a few opportunities for promotion. There needs to be promotional positions
The organization must recognize that a professional employee can make great vital contribution in their role as a manager
What are the 4 criteria of a professional defined by Dennison?
The occupation uses trained intelligence and is undertaken after following a course of study and appropriate practice
The occupation applies knowledge and methods of science to study problems
The professional is dedicated to serve the community above self-interest
The professional is bound to a code of ethics
The professional is to serve self-interest above community
What are essential professional skills all professionals need to have or learn?
active listening
conflicting with employees
empathy
patient education
customer service
What are key management skills required for managing professionals and staff development?
leadership and emotional intelligence
effective delegation, empowerment, and motivation of staff
managing change, conflict resolution, and stress at work
ability to work alone
hiring, performance review, and termination of employees
Which of the following are not KPI (Key Performance Indicators) that a community pharmacy may use to evaluate the success of pharmacists and pharmacies that perform value-based services?
number of medication synchronization patients on chronic medications per a given time frame
number of immunizations evaluated and administered to promote preventive health per a given time frame
inventory turnover rate
gross profit margin
What are some ways a pharmacy can evaluate the humanistic outcome value of a pharmacy service?
patient satisfaction surveys
data collection
comprehensive care planning
measuring success
For pharmacy services to be successful in the U.S. Healthcare system what are 3 focus areas managers can develop to achieve successful value based care?
incentives: paid for improved outcomes
care delivery: could happen in a community pharmacy
information: EHR and technology improving community pharmacy access to information
clinical: improvement in diabetes (HbA1C poor control ( > 9%)
humanistic: patient improvement in quality of life
What are important measures for healthcare services (e.g. pharmacy services) quality success?
patient satisfaction (surveys)
quality measurements (medicare star ratings)
cost of care (reduction in length of hospital stay, reduction in hospitalizations and ER visits, reduction in unnecessary utilization of healthcare systems)
data collection
continuity of care
What is scope of service elements of a pharmacy service payer program does a pharmacy manager need to consider when implementing and managing a pharmacy service?
data collection
time with patient
comprehensive care planning
measure success
continuity of care
What best defines "Organizational Culture" of an organization?
The systematic and scientific analysis of individuals, groups and organizations; its purpose to understand, predict and affect human behavior to improve performance of individuals which ultimately affects the success of the organization
It is the reporting relationships, communication patterns, decision-making procedures, responsibility/accountability, norms and reward structure of an organization
It is produced by the structure "psychological enviroment" Factors include the amount of trust, the levels of moral and the support of employee's experience in an organization
Defined as the system of shared meaning held by members that distinguish one organization from another
What best defines "Climate" of an organization?
The systematic and scientific analysis of individuals, groups and organizations; its purpose to understand, predict and affect human behavior to improve performance of individuals which ultimately affects the success of the organization
It is the reporting relationships, communication patterns, decision-making procedures, responsibility/accountability, norms and reward structure of an organization
It is produced by the structure "psychological enviroment" Factors include the amount of trust, the levels of moral and the support of employee's experience in an organization
Defined as the system of shared meaning held by members that distinguish one organization from another
What best defines "Organizational Culture" of an organization?
The systematic and scientific analysis of individuals, groups and organizations; its purpose to understand, predict and affect human behavior to improve performance of individuals which ultimately affects the success of the organization
It is the reporting relationships, communication patterns, decision-making procedures, responsibility/accountability, norms and reward structure of an organization
It is produced by the structure "psychological enviroment" Factors include the amount of trust, the levels of moral and the support of employee's experience in an organization
Defined as the system of shared meaning held by members that distinguish one organization from another
Which of the following statements are not true in regards to Organizational Behavior?
Staff pharmacists need to only understand the technical and professional aspects of their job to be succesful in an organization
Pharmacy professionals need to know where and how they contribute to the success of an organization's goals
To be an effective pharmacy manager a person must be able to understand why people in their organization behave a certain way
Staff pharmacists can stay on their professional island as long as they are doing their clinical/professional work for their patients
In organizational behavior which of the behavioral science displines helps a manager to understand how individuals fulfill their roles within a larger system through organizational structure, behaviroal norms, and bureaucracies.
psychology
sociology
antropology
political science
How does Human Resources of an organization shape and influence an organizational culture?
embracing diversity, inclusions, and equity
being change champions
providing feedback
inconsistent hiring and promotion policies
In an organization what makes goals a reality by making an organization operational?
values
goals
structure
climate
What are KPI in an organization?
Key Performance Indicators of pharmacy data that can be obtained at pharmacy location and can be used in employee review to help determine rewards and promotions
Key Performance Indicators are only a management tool and should not be shared with staff employees
Key Performance Indicators help keep the employee informed an interested in what are the goals of the organization
Key Performance Indicators are financial tools to help a business get a loan from a bank
In organizational behavior, there are 5 different behavioral sciences. How does knowing these sciences help us understand the employees we are managing?
allows one to understand individual behavior and focuses on aspects like motivation, job satisfaction, attitude, measurement, emotion, training, job stress, and work design
Psychology
helps to understand how individuals fulfill their roles within a larger system through organizational structure, behavioral norms, and bureaucracies
Sociology
focuses on influence of individuals, on one another and helps to understand communication patterns, organizational and attitude change, and group functioning
Social
provides understanding of the environment in which an organization functions
Anthropology
provides insight into organizational politics and informal organizational structures that greatly influence the functioning of the organization
Political
What are the key points in the shift of the profession of pharmacy and pharmacy organizations?
most pharmacists are owners of their own businesses, not salaried employees
Pharmacists are part of larger organizations such as health systems, chain organizations, managed care organizations
Currently organizations are heavily focused on cost, quality and outcomes of care - all drivers of our growing valued based healthcare system
Giving pharmacy professional occupation the status of clinician as an employee can result in conflict between professional autonomy of thought and employing organization’s goals/objectives
What are the 3 key points a manager needs to understand about organizational behavior to be effective?
Must be able to understand why people in their organization behave in certain ways
Must be able to explain decisions and seek information from colleagues and employees even if it turns out to be negative
Must be able to predict how employees will react to new technologies and changes in the marketplace
Must be able to terminate employees without reviewing their performance
Must be able to work solely alone at tasks without assistance from other employees
Explain the following organizational principles: Values, Goals, Structure and Climate
reason for existence
Values
articulate the values
Goals
makes goals a reality by making organization operational (reporting relationships, communication patterns, decision-making procedures, responsibility/accountability, norms, and reward structure)
Structure
produced by the structure, "psychological environment"
Climate
If a manager wants to improve climate of an organization what problems should they evaluate might be occurring? What is mandate for leaders on their impact of Climate?
determine if communication patterns are the problem
determine if reward structures are the problem
determine if decision-making procedures are the problem
provide feedback
be change champions
In study organizational behavior in pharmacy, what has been associated with an increase in medication errors?
job dissatisfaction and inadequate feedback
hiring, promotion, and layoff practices and its pay
greater effect on climate than a weak one
carefully developed survey instruments
What shapes the relationship an organization established with employees?
job dissatisfaction and inadequate feedback
hiring, promotion, and layoff practices and its pay
greater effect on climate than a weak one
carefully developed survey instruments
A strong culture will have a greater effect on climate than a weak culture.
True
False
What are the effects of strong culture on a climate?
higher degree of sharedness and intensity creates an internal climate of high behavioral control
core values both intensely held and widely accepted
can be traced back to problems in the organization's culture and structure
vagueness, ambiguity, and inconsistency
What are the effects of weak culture on a climate?
higher degree of sharedness and intensity creates an internal climate of high behavioral control
core values both intensely held and widely accepted
can be traced back to problems in the organization's culture and structure
vagueness, ambiguity, and inconsistency
What are common tools for assessing organizational culture?
observation tools
informal interviews
attending meetings
carefully developed survey instruments
drop-box tools
What are main failures for ineffective interviewing?
not spending time analyzing the job
failing to ask the right questions
talking too much
overly trusting your gut
position descriptions
How does Human Resources of an organization shape and influence an organizational culture?
embracing diversity, inclusions, and equity
being change champions
providing feedback
inconsistent hiring and promotion policies
Poor communication patterns, poor or no defined reward structure, and poor guidance or trained decision making procedures can impact what part of an organization.
climate
external environment
leadership
none of the above
The following questions to an applicant in an interview are acceptable: What days can you work? What hours can you work?
True
False
Which of the following are effective Hiring Techniques?
assessing what type of personality is needed for the position
checking social media profiles
checking references
none of the above
The following questions to an applicant in an interview are acceptable: What days can you work? What hours can you work?
True
False
The questions: Are you a US citizen? What country are you from?: are acceptable during an interview.
True
False
What questions do you ask yourself before you terminate employee?
is this employee clear on their duties and company regulations?
is this employee underachieving because they aren't challenged enough or its too demanding?
Is there a conflict with co-workers or immediate supervisor?
Do not ask about personal problems that could be interfering with employee's ability to do their job
What are the rationales for a formal Performance Appraisal System and important points of each reason?
legal
communicative
equity in rewards
productivity of labor
understandable weaknesses
What are the core components of a Performance Appraisal?
define employee expectations
record employee's performance
provide feedback to the employee
measure and evaluate employee performance
understand strengths
What are key steps for preparing an employee performance review?
pick a review or a template style
define your employees' goals
review job descriptions
inspire and motivate
to plan, organize, and coordinate
What are the roles of a leader?
pick a review or a template style
define your employees' goals
review job descriptions
inspire and motivate
to plan, organize, and coordinate
What are the roles of a manager?
pick a review or a template style
define your employees' goals
review job descriptions
inspire and motivate
to plan, organize, and coordinate
How does a good leader set the culture of an organization?
from the top or from within
if you ain't first, you're last
controlling everything that occurs or could happen
not allowing employees you don't trust to complete important tasks
The Personal Competence component of Emotional Intelligence includes:
self-awareness
social awareness
self management
relationship management
The Social Competence component of Emotional Intelligence includes:
self-awareness
social awareness
self management
relationship management
Social Awareness can be defined as:
Ability to use your awareness of your own emotions and those of others to manage interactions successfully
Ability to accurately perceive your own emotions in the moment and understand your tendencies across situations
Ability to use your awareness of your emotions to stay flexible and direct your emotions positively
Ability to accurately pick up on emotions in other people and understand what is really going on with them
What is emotional intelligence?
Ability to recognize and understand emotions in yourself and others and your ability to use this awareness to manage your behavior and relationships
Recognizing and understanding your own emotions as they occur
Evaluating your strengths and weakness honestly
Ability to use your awareness of your own emotions andd those of others to manage interactions successfully
What is self-awareness?
Ability to recognize and understand emotions in yourself and others and your ability to use this awareness to manage your behavior and relationships
Recognizing and understanding your own emotions as they occur
Evaluating your strengths and weakness honestly
Ability to use your awareness of your own emotions andd those of others to manage interactions successfully
What is self-management?
Ability to recognize and understand emotions in yourself and others and your ability to use this awareness to manage your behavior and relationships
Recognizing and understanding your own emotions as they occur
Evaluating your strengths and weakness honestly
Ability to use your awareness of your own emotions andd those of others to manage interactions successfully
What is relationship management?
Ability to recognize and understand emotions in yourself and others and your ability to use this awareness to manage your behavior and relationships
Recognizing and understanding your own emotions as they occur
Evaluating your strengths and weakness honestly
Ability to use your awareness of your own emotions andd those of others to manage interactions successfully
What is interpersonal effectiveness?
Ability to recognize and understand emotions in yourself and others and your ability to use this awareness to manage your behavior and relationships
Commitment - in no-win scenarios, one must still make a hard decision
Ability to learn and understand technical issues, communicate, resolve conflicts
Ability to use your awareness of your own emotions andd those of others to manage interactions successfully
Awareness is a state of consciousness; the ability to recognize yourself, others, events and situations in real time
What are the components of interpersonal effectiveness?
awareness
ability
commitment
integrity
curiosity
Why does leadership matter?
leadership saves lives
improve performance
reads and reflects
formal training
suspended judgement
What is stress?
A situation in which environmental demands, internal demands, or both, tax or exceed the adaptive resources of an individual, social system, or tissue system
The ability to understand and share the feelings of others is critical for effective social interactions
Suspend judgement of your emotions - notice and process and emotion, but don't label
Reflect on your emotions, why you are feeling them and how they impact you and those around you
Embrace emotion, try to understand it, process it, and turn it into something productive
What is empathy?
A situation in which environmental demands, internal demands, or both, tax or exceed the adaptive resources of an individual, social system, or tissue system
The ability to understand and share the feelings of others is critical for effective social interactions
Suspend judgement of your emotions - notice and process and emotion, but don't label
Reflect on your emotions, why you are feeling them and how they impact you and those around you
Embrace emotion, try to understand it, process it, and turn it into something productive
What are strategies to help with self-awareness?
A situation in which environmental demands, internal demands, or both, tax or exceed the adaptive resources of an individual, social system, or tissue system
The ability to understand and share the feelings of others is critical for effective social interactions
Suspend judgement of your emotions - notice and process and emotion, but don't label
Reflect on your emotions, why you are feeling them and how they impact you and those around you
Embrace emotion, try to understand it, process it, and turn it into something productive
According to Orvel Ray Wilson in his book “A Crash Course in Customer Recourse” what happens if somebody has a good customer experience and what happen if you have a disgruntled customer?
good customer experience: will tell at least 3 people
disgruntled customer: will tell 12 people
good customer experience: will tell 12 people
disgruntled customer: will tell at least 3 people
What are the core concepts for a Mission statement of general customer service?
All customers are entitled to be treated with quality products and services
All customers are entitled to be treated with full focus and attention
All customers are entitled to be treated with the freedom to ask questions and receive appropriate feedback
All customers are entitled to be treated with the right to file a complaint if the company/employee has made an error
All customers are entitled to be treated with respect, fairness and courtesy
What percentage does attitude contribute to customer service?
80%
20%
30%
40%
95%
What percentage does technique contribute to customer service?
80%
20%
30%
40%
95%
On average what percentage of customers give business a tough time?
80%
20%
30%
40%
95%
What are key concepts to making a lasting impression?
Customers will form an initial impression and make judgements about you in the first 3 to 4 sec after they meet you or talk to you on the phone
Make eye contact and smile
If you can’t help a customer right away, let them know you will be with them as soon as possible
Being forced to wait in a long line
Being waited on by a poorly informed staff member
What experiences do customers wish to steer clear during a visit?
Being forced to wait in a long line
Being ignored
Being waited on by a poorly informed staff member
Being treated in a casual member or as if you are an unimportant customer
A prompt partial solution is better than a full resolution that takes a long time
What are some key concepts to solving a patient’s problem?
Customers do not like to wait especially when they have a problem, they need you to solve
Begin trouble shooting with the customer right away
A prompt partial solution is better than a full resolution that takes a long time
Greet customers with a smile and eye contact
Ask customers before they leave the prescription counter or hang up phone with a healthcare professional are there any other questions
What are appropriate standards for face-to-face customer service for all times?
Never ignore a customer
Treat customers as you would want to be treated
A prompt partial solution is better than a full resolution that takes a long time
Greet customers with a smile and eye contact
Ask customers before they leave the prescription counter or hang up phone with a healthcare professional are there any other questions
What are statements a pharmacy manager or head pharmacist should never say to a patient that may imply they are trivializing the med error situation?
mistakes happen
well at least you didn't take any
just bring it back to the pharmacy, we'll give you a refund
show real concern for the health and well-being of the patient
sincerely apologize and let the patient know the error will be communicated to the higher management
What are key processes and steps that should occur when the error has already happened to the patient?
mistakes happen
well at least you didn't take any
just bring it back to the pharmacy, we'll give you a refund
show real concern for the health and well-being of the patient
sincerely apologize and let the patient know the error will be communicated to the higher management
What are key things to do when responding to an error complaint to make sure you solve the problem for the patient and prevent the patient from reporting to higher governing bodies?
document the incident
follow-up and alert staff of the situation. especially all of the staff involved in the incident
share and discuss event detail, possible contributing factors, temporary and subsequent prevention strategies and procedural changes
speak with owner and report to the store and your liability insurance agencies
when you apologize, acknowledge the unpleasant experience and express your personal concern, but that doesn't mean that you’re accepting the blame for the situation
What is the LATTE method for responding to an angry customer’s complaint?
listen carefully before doing anything else
ask many questions to fully understand
take advantage of the situation
thank them
explain what you have done to make this right
What are 6 core approaches to take when dealing with a difficult/angry customer?
let the customer explain
investigate the situation thoroughly
state that you do not want any help
talk in a firm and aggressive manner
neutralize the atmosphere
What are some ways and examples on how to deal with your worst customers?
Don't feel comfortable talking here - pull aside
Don't have what i need in-stock - offer medication synchronization
Not open when i need you - medication synchronization, delivery
Waiting for so long - give them specific waiting time, text or call when the Rx is ready for picking up
See the conflict as an opportunity - suggest the customer switch pharmacies if they are so unhappy
