Questions and Answers
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)
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.
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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.
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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.
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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?
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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.
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Which of the following correctly describes the progressive discipline process?
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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?
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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.
