Podcast
Questions and Answers
Barriers to effective communication include
Barriers to effective communication include
- repetition and feedback.
- two-way, free flowing ideas.
- judgments and assumptions. (correct)
- direct meaning and clear messages.
Communication is enhanced by
Communication is enhanced by
- attending. (correct)
- making immediate judgments
- generalizing.
- using more words.
In writing a report for administration, such as that concerning an organization ethics concern, your best communication strategy is to
In writing a report for administration, such as that concerning an organization ethics concern, your best communication strategy is to
- "bullet" the issues and ideas for resolution and make recommendations based on your summary of research. (correct)
- express just your own ideas on the issues and permit the administrator to do his/her own research and resolution.
- provide issues, research, and all ideas for resolution, allowing the administrator to determine what is best.
- summarize the concerns expressed throughout the organization, permitting the administrator to do his/her own research and resolution.
You lead one of the organization's strategic quality initiative teams. One of your key members consistently arrives at least 15 minutes late. Your best approach is to
You lead one of the organization's strategic quality initiative teams. One of your key members consistently arrives at least 15 minutes late. Your best approach is to
Wearing a conservative dark suit to an important governing board meeting is an example of which mode of communication?
Wearing a conservative dark suit to an important governing board meeting is an example of which mode of communication?
Which of the following adult learning concepts best describes a quality professional's commitment to study for certification?
Which of the following adult learning concepts best describes a quality professional's commitment to study for certification?
The ability to elicit lively exchange or discussion when teaching a group is an example of
The ability to elicit lively exchange or discussion when teaching a group is an example of
Every communication carries which two messages?
Every communication carries which two messages?
The strategy for conflict resolution that emphasizes facts and finding an appropriate alternative solution, is called
The strategy for conflict resolution that emphasizes facts and finding an appropriate alternative solution, is called
During the QM/UM Committee meeting of the Atlantic Medical Group, one physician takes the opportunity to express hostility over the contract health plan's performance measures and practice guidelines, an issue not on this month's agenda nor pertinent to the meeting topics. The Committee Chair defers the complaint to the quality professional, whose best response is to
During the QM/UM Committee meeting of the Atlantic Medical Group, one physician takes the opportunity to express hostility over the contract health plan's performance measures and practice guidelines, an issue not on this month's agenda nor pertinent to the meeting topics. The Committee Chair defers the complaint to the quality professional, whose best response is to
According to Total Quality Management principles, managers must
According to Total Quality Management principles, managers must
Which of the following concerns would be best solved by a QI team?
Which of the following concerns would be best solved by a QI team?
In keeping with Continuous Quality Improvement concepts, a "triple role" for the employee — customer, processor, supplier — means all except
In keeping with Continuous Quality Improvement concepts, a "triple role" for the employee — customer, processor, supplier — means all except
The hospital medical staff and the governing board have been in conflict over increased medical staff representation on the Board of Directors for the last year. You are responsible for medical staff services and the problem is affecting staff morale and productivity. What might you recommend to the CEO as the best way to resolve the conflict?
The hospital medical staff and the governing board have been in conflict over increased medical staff representation on the Board of Directors for the last year. You are responsible for medical staff services and the problem is affecting staff morale and productivity. What might you recommend to the CEO as the best way to resolve the conflict?
The quality of patient care and the clinical performance of individuals not permitted to practice independently must be reviewed. For these practitioners, relevant findings from organization performance improvement activities are considered during
The quality of patient care and the clinical performance of individuals not permitted to practice independently must be reviewed. For these practitioners, relevant findings from organization performance improvement activities are considered during
The quality of patient care and the clinical performance of employed licensed individuals not permitted to practice independently must be reviewed. For these practitioners, relevant findings from organization performance improvement activities are considered
The quality of patient care and the clinical performance of employed licensed individuals not permitted to practice independently must be reviewed. For these practitioners, relevant findings from organization performance improvement activities are considered
The team facilitator is all of the following except
The team facilitator is all of the following except
What is the best way to deal with conflict in a group?
What is the best way to deal with conflict in a group?
The best way to emphasize a point in a verbal presentation is to
The best way to emphasize a point in a verbal presentation is to
In preparing for a meeting, what should be sent to the team members in advance?
In preparing for a meeting, what should be sent to the team members in advance?
The implementation of mandatory educational programs for all staff handling any new biomedical equipment constitutes
The implementation of mandatory educational programs for all staff handling any new biomedical equipment constitutes
The most important considerations in hiring a consultant to assist with redesigning the organization's cultural assessment and competency processes are
The most important considerations in hiring a consultant to assist with redesigning the organization's cultural assessment and competency processes are
Teaching the use of QI "process tools", is more effective when
Teaching the use of QI "process tools", is more effective when
The first step in problem solving is to
The first step in problem solving is to
The VP for Quality Improvement at KindCare Health Plan has decided not to promote a case manager to director. This is best documented by
The VP for Quality Improvement at KindCare Health Plan has decided not to promote a case manager to director. This is best documented by
Of the following options for problem solving, which should you do first?
Of the following options for problem solving, which should you do first?
The best way to obtain the most information during an interview is to [Not for the current CPHQ Exam]
The best way to obtain the most information during an interview is to [Not for the current CPHQ Exam]
Of the following, the most effective quality-based management of human resources involves
Of the following, the most effective quality-based management of human resources involves
Community Integrated Delivery System is opening a freestanding ambulatory surgery center in 60 days. The person to develop the QM program is being recruited within the IDS. Of those with the following qualifications, who would you hire?
Community Integrated Delivery System is opening a freestanding ambulatory surgery center in 60 days. The person to develop the QM program is being recruited within the IDS. Of those with the following qualifications, who would you hire?
Which of the following may not legally be asked on a job application or in an interview? [Not for the CPHQ Exam]
Which of the following may not legally be asked on a job application or in an interview? [Not for the CPHQ Exam]
Based on your knowledge of motivational theory, which of the following would most attract a job candidate?
Based on your knowledge of motivational theory, which of the following would most attract a job candidate?
What is probably the most effective way to secure confidentiality among QM staff?
What is probably the most effective way to secure confidentiality among QM staff?
Which of the following should not be part of performance appraisal?
Which of the following should not be part of performance appraisal?
Flashcards
What blocks effective communication?
What blocks effective communication?
Judgments and assumptions hinder effective communication by creating biases and preventing open dialogue.
How do you enhance communication?
How do you enhance communication?
Attending to communication involves paying full attention to both verbal and non-verbal cues, fostering active listening and understanding.
When writing a report for administration, what is the best communication strategy?
When writing a report for administration, what is the best communication strategy?
When writing reports for administration, the best communication strategy is to present issues, research, and all potential solutions, allowing the administrator to make informed decisions.
How to handle a team member who is consistently late?
How to handle a team member who is consistently late?
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What type of communication is wearing a conservative suit?
What type of communication is wearing a conservative suit?
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What adult learning concept motivates professionals to study for certification?
What adult learning concept motivates professionals to study for certification?
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What skill is demonstrated by eliciting lively discussions?
What skill is demonstrated by eliciting lively discussions?
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What two messages does every communication carry?
What two messages does every communication carry?
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Which strategy for conflict resolution emphasizes finding solutions?
Which strategy for conflict resolution emphasizes finding solutions?
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How to handle an inappropriate comment during a meeting?
How to handle an inappropriate comment during a meeting?
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What kind of decision making does TQM emphasize?
What kind of decision making does TQM emphasize?
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What type of concern is best solved by a QI team?
What type of concern is best solved by a QI team?
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What does the 'triple role' in CQI represent?
What does the 'triple role' in CQI represent?
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How to resolve conflict between medical staff and the board?
How to resolve conflict between medical staff and the board?
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When are performance improvement findings reviewed for non-independent practitioners?
When are performance improvement findings reviewed for non-independent practitioners?
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When are performance improvement findings reviewed for employed licensed individuals?
When are performance improvement findings reviewed for employed licensed individuals?
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What role does a team facilitator play?
What role does a team facilitator play?
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The best way to deal with conflict in a group?
The best way to deal with conflict in a group?
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The best way to emphasize a point in a verbal presentation?
The best way to emphasize a point in a verbal presentation?
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What should be sent to team members before a meeting?
What should be sent to team members before a meeting?
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What does implementing mandatory educational programs represent?
What does implementing mandatory educational programs represent?
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What is the most important consideration when hiring a consultant?
What is the most important consideration when hiring a consultant?
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When is teaching QI tools most effective?
When is teaching QI tools most effective?
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The first step in problem solving?
The first step in problem solving?
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What skills should be evaluated for a promotion to director?
What skills should be evaluated for a promotion to director?
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What should you do first when problem solving?
What should you do first when problem solving?
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What does quality-based management of human resources involve?
What does quality-based management of human resources involve?
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What qualifications are ideal when hiring for a QM program?
What qualifications are ideal when hiring for a QM program?
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What question is not legally permissible in a job interview?
What question is not legally permissible in a job interview?
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What would most attract a job candidate?
What would most attract a job candidate?
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The most effective way to secure confidentiality among QM staff?
The most effective way to secure confidentiality among QM staff?
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What should not be part of a performance appraisal?
What should not be part of a performance appraisal?
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Study Notes
Barriers to Effective Communication
- Barriers include:
- Vague or unclear messages
- One-way communication
- Preconceived judgments and assumptions
- Lack of repetition or feedback
Enhancing Communication
- Communication is enhanced by:
- Active listening (attending)
- Using precise and descriptive language
- Avoiding generalizations
- Avoiding immediate judgments
Communication Strategy for Reports
- For administrative reports (like ethics concerns):
- Summarize issues, research, and proposed solutions.
- Offer recommendations based on your findings, allowing the recipient to determine the best course of action.
Managing a Late Team Member
- Best approach:
- Begin the meeting promptly and don't draw attention to the tardiness.
Symbolic Communication
- Dressing conservatively for a board meeting is an example of symbolic communication.
Adult Learning Concepts and Certification
- Quality professionals are often motivated by the tangible rewards and benefits of certification, and by the professional pressures to seek certification.
Instructor Interaction Skills
- The ability to encourage lively discussion in a group setting demonstrates effective interaction skills.
Communication Messages
- Every communication conveys both a content and a relationship message.
Conflict Resolution Strategy
- Negotiation is a conflict resolution strategy that focuses on identifying facts and alternative solutions.
Responding to Hostile Comment at a Meeting
- Politely acknowledging the concerns expressed and suggesting a follow-up discussion outside the current meeting is a good response, deferring the topic for appropriate handling.
Total Quality Management (TQM)
- TQM principles include participative decision making.
Quality Improvement (QI) Team Focus
- A QI team's purpose is to address system-level issues, not discipline or financial variances.
Continuous Quality Improvement (CQI) Employee Role
- A "triple role" of employees in CQI involves performing tasks as a customer, internal processor, and supplier to external customers.
Resolving Medical Staff/Board Conflict
- Recommended Approach:
- Employ a formal negotiation process with a neutral third-party facilitator.
Performance Review for Non-Independent Practitioners
- Performance review for practitioners who don't practice independently involves considering relevant findings from organizational performance improvement activities.
Competency Assessment
- Practitioners' competency is assessed during specific times in the hiring, training, and performance evaluation processes.
Team Facilitator Responsibilities
- A team facilitator is a member of the team, serves as a coach, and gives feedback. They are not primarily a QI tools advisor alone.
Best Way to Handle Group Conflict
- Negotiation is the constructive approach to manage group conflict.
Emphasizing Points in Presentation
- Repetition is a key technique to emphasize points.
Advance Preparation for Meetings
- Essential information, including items mandating decisions, should be sent ahead of time.
Biomedical Equipment Education
- Mandatory staff education on new biomedical equipment is considered a risk prevention measure.
Consultant Hiring Considerations
- Crucial considerations for hiring consultants include expertise and relationship/rapport.
Effective QI Training
- Effective training in using QI (quality improvement) tools takes place when individuals in need of the tools are part of the training event.
Problem-Solving Steps
- Always start by defining the problem or issue.
Case Manager Promotion Documentation
- Cases managed by a case manager should be documented by assessing critical thinking and interpersonal skills essential for case management positions.
Prioritizing Problem Solving
- Identifying and analyzing data concerning the problem is the first priority.
Effective Interviewing Techniques
- Open-ended questioning provides the interviewee with the most opportunity to express pertinent information.
Effective Human Resource Management
- Quality-based human resources management involves hiring, training, appraising, promoting, as well as maintaining positive employee relations.
QM Program Hiring
- A candidate with average quality management (QM) skills but outstanding interpersonal skills is ideal for a QM program when time constraints exist.
Prohibited Interview Questions
- Asking about factors like professional license suspension or length of time at a previous job is not permissible due to potential legal issues.
Job Candidate Motivation
- Job candidates are most attracted by career advancement opportunities and excellent working relationships in addition to essential job specifics.
Confidentiality among Team Members
- Establishing clear departmental policies and providing in-service training on confidentiality is an effective way to enforce confidentiality .
Performance Appraisal Scope
- Strengths, weaknesses, attitude and conduct with colleagues, and work disruptions with other staff are not appropriate material for the assessment; personal behavior with patients is.
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