Podcast
Questions and Answers
Informal communication such as the grapevine always produces negative consequences in a business environment.
Informal communication such as the grapevine always produces negative consequences in a business environment.
False
Informal organizational structures include which of the following? (Select all that apply)
Informal organizational structures include which of the following? (Select all that apply)
Organizational structure & behavior influence the behavior of employees.
Organizational structure & behavior influence the behavior of employees.
True
A well-executed service recovery often results in a 'paradoxical service recovery' where the consumer is well-satisfied & becomes even more loyal after a serious service failure occurs.
A well-executed service recovery often results in a 'paradoxical service recovery' where the consumer is well-satisfied & becomes even more loyal after a serious service failure occurs.
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Service failure & service criticality are synonymous terms.
Service failure & service criticality are synonymous terms.
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From the list below, choose one element that would NOT be considered a standard by which a consumer might evaluate pharmacy services.
From the list below, choose one element that would NOT be considered a standard by which a consumer might evaluate pharmacy services.
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Each of the following would be considered necessary elements associated with most time management systems EXCEPT?
Each of the following would be considered necessary elements associated with most time management systems EXCEPT?
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Implementing time management techniques assures that an individual will save time.
Implementing time management techniques assures that an individual will save time.
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As the staff pharmacist, what is the first thing you would do when dealing with a patient upset about the price of a biological prescription?
As the staff pharmacist, what is the first thing you would do when dealing with a patient upset about the price of a biological prescription?
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Which of the following would NOT be an appropriate response when working with a consumer who has a complaint?
Which of the following would NOT be an appropriate response when working with a consumer who has a complaint?
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The OSHA is the agency responsible for protecting employees from discrimination on the basis of race, ethnicity, national origin.
The OSHA is the agency responsible for protecting employees from discrimination on the basis of race, ethnicity, national origin.
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Which of the following correctly describes the progressive discipline process?
Which of the following correctly describes the progressive discipline process?
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Which of the following is FALSE regarding job orientation training?
Which of the following is FALSE regarding job orientation training?
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Which of the following are TRUE concerning essential functions of a pharmacy job?
Which of the following are TRUE concerning essential functions of a pharmacy job?
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Study Notes
Informal Communication
- Informal communication, such as the grapevine, does not always lead to negative outcomes in a business environment.
Informal Organizational Structures
- Types of informal organizational structures include:
- Informal communication
- Culture and norms
- Policies and procedures
Impact of Organizational Structure
- Organizational structure and behavior significantly influence employee behavior.
Service Recovery
- A well-executed service recovery rarely leads to a "paradoxical service recovery," where customer satisfaction increases post-service failure.
Service Failure Terminology
- "Service failure" and "service criticality" are distinct terms; they are not synonymous.
Standards for Evaluating Pharmacy Services
- Elements not considered standards for evaluating pharmacy services include legislative aspects, while factors such as tangibles, empathy, and fairness are relevant.
Time Management Systems
- Core elements of most time management systems exclude subscribing to an online resource, but include developing a schedule, identifying priorities, and setting goals.
Time Management Techniques
- Implementing time management techniques does not guarantee time savings; it focuses on prioritizing tasks instead.
Patient Interaction
- The first step when addressing a patient upset about the price of a biological prescription is to allow them to express their frustration.
Handling Consumer Complaints
- In responding to consumer complaints, it is inappropriate to follow up with the customer in three months after resolving an issue.
OSHA Responsibility
- OSHA is not the agency responsible for protecting employees from discrimination based on race, ethnicity, or national origin.
Progressive Discipline Process
- The progressive discipline process involves a sequence of:
- Verbal warning
- Written warning
- Suspension
- Termination
Job Orientation Training
- Job orientation training does not primarily prepare employees for new responsibilities and positions. Its roles include welcoming employees, setting performance expectations, and creating a positive first impression.
Essential Functions of Pharmacy Jobs
- Essential functions of a pharmacy job include:
- Listing fundamental tasks and responsibilities
- Drafting job advertisements and candidate selection criteria
- Ensuring compliance with the Americans with Disabilities Act (ADA)
- All of the above statements are true.
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Description
Test your understanding of informal communication and organizational structures in business settings. This quiz will challenge you with true/false questions and multiple-choice options regarding the impact of organizational behavior on employee actions.
