People Management PDF

People Management Barriers to effective communication include a. direct meaning and clear messages. b. two-way, free flowing ideas. c. judgments and assumptions. d. repetition and feedback. Janet - CH 6 – People Management Communication is enhanced by a. generalizing...

People Management Barriers to effective communication include a. direct meaning and clear messages. b. two-way, free flowing ideas. c. judgments and assumptions. d. repetition and feedback. Janet - CH 6 – People Management Communication is enhanced by a. generalizing. b. attending. c. using more words. d. making immediate judgments Janet - CH 6 – People Management In writing a report for administration, such as that concerning an organization ethics concern, your best communication strategy is to a. "bullet" the issues and ideas for resolution and make recommendations based on your summary of research. b. provide issues, research, and all ideas for resolution, allowing the administrator to determine what is best. c. summarize the concerns expressed throughout the organization, permitting the administrator to do his/her own research and resolution. d. express just your own ideas on the issues and permit the administrator to do his/her own research and resolution. Janet - CH 6 – People Management 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 a. delay the start of the meeting to avoid going back over the material. b. confront the group with the possibility of changing the meeting time to accommodate the late arriver. c. start the meeting on time and do not draw any attention to the late arriver d. interrupt the meeting to acknowledge the late arrival to the group Janet - CH 6 – People Management Wearing a conservative dark suit to an important governing board meeting is an example of which mode of communication? a. Nonverbal b. Symbolic c. Gesturing d. Acting out Janet - CH 6 – People Management Which of the following adult learning concepts best describes a quality professional’s commitment to study for certification? a. Adults enjoy practical problem solving. b. Adults can be motivated to learn when the benefits of a learning experience outweigh the desire to resist. c. Adults like tangible rewards and benefits from training. d. Adults are motivated by societal or professional pressures that require a particular learning need Janet - CH 6 – People Management The ability to elicit lively exchange or discussion when teaching a group is an example of a. instructor organization and clarity. b. professional role modeling. c. good interaction skills. d. instructor knowledge. Janet - CH 6 – People Management Every communication carries which two messages? a. Surface and hidden b. Truth and untruth c. Mixed and contradictory d. Content and relationship Janet - CH 6 – People Management The strategy for conflict resolution that emphasizes facts and finding an appropriate alternative solution, is called a. smoothing. b. negotiation. c. forcing. d. discussion Janet - CH 6 – People Management 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 a. suggest that the issue be placed on next month's agenda. b. defend the health plan's right to measure and assess the quality of care provided to its members. c. express sympathy with the concerns and offer to discuss the issue in detail after the meeting. d. take this opportunity to educate the physician and Committee about evidence based practice and measuring performance. Janet - CH 6 – People Management According to Total Quality Management principles, managers must a. lead with autocratic decision making. b. lead with participative decision making. c. communicate successes or failures only to the boss. d. concentrate on short-term financial impact of quality improvement techniques Janet - CH 6 – People Management Which of the following concerns would be best solved by a QI team? a. A systems issue b. A discipline problem c. A customer complaint d. A financial variance Janet - CH 6 – People Management In keeping with Continuous Quality Improvement concepts, a "triple role" for the employee— customer, processor, supplier—means all except a. Productive work is accomplished through processes. b. Sound customer-supplier relationships are necessary for sound quality management. c. Uncontrollable variations in processes relate to differences in individuals. d. The main source of quality defects is problems in competency. Janet - CH 6 – People Management 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? a. Table the resolution until the next board year, when board membership changes. b. Use a more formal negotiation process, with a neutral facilitator. c. Have the board chair send a firm letter to the chief of staff refusing to consider membership changes. d. Have the CEO send a letter to the board chair suggesting expansion of membership to include all medical staff officers. Janet - CH 6 – People Management 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 a. reappraisal/reappointment. b. performance appraisal. c. reprivileging. d. relicensure. Janet - CH 6 – People Management 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 a. during the hiring process. b. during competency assessment. c. during survey readiness rounds. d. at time of relicensure Janet - CH 6 – People Management The team facilitator is all of the following except a. a member of the team. b. the team "coach". c. provider of feedback. d. QI tools advisor. Janet - CH 6 – People Management What is the best way to deal with conflict in a group? a. A mandate b. Assertiveness c. "Smoothing" d. Negotiation Janet - CH 6 – People Management The best way to emphasize a point in a verbal presentation is to a. use repetition. b. use statistical data. c. raise your voice. d. use unique body language. Janet - CH 6 – People Management In preparing for a meeting, what should be sent to the team members in advance? a. Agenda with all attachments b. Agenda with key information requiring a decision at the meeting c. Just the agenda, because members will lose the other information d. Agenda and the confidential information, because guests will attend the meeting Janet - CH 6 – People Management The implementation of mandatory educational programs for all staff handling any new biomedical equipment constitutes a. risk identification. b. risk analysis. c. risk avoidance. d. risk prevention Janet - CH 6 – People Management The most important considerations in hiring a consultant to assist with redesigning the organization's cultural assessment and competency processes are a. relationship and expertise. b. time commitment and company size. c. product lines and past accomplishments. d. relationship and support staff. Janet - CH 6 – People Management Teaching the use of QI “process tools”, is more effective when a. all possible tool options are covered. b. statistical process control is covered first. c. the team needing the tool is meeting together. d. watching a videotape. Janet - CH 6 – People Management The first step in problem solving is to a. describe the worst-case scenario. b. establish responsibility for change. c. collect and analyze data. d. define the problem/issue. Janet - CH 6 – People Management The VP for Quality Improvement at KindCare Health Plan has decided not to promote a case manager to director. This is best documented by a. evaluation of critical thinking skills and interpersonal skills essential for case manager. b. evaluation of critical thinking skills and interpersonal skills essential for director. c. evaluation of cognitive skills related to use of the information system. d. evaluation of productivity related to cases processed per month Janet - CH 6 – People Management Of the following options for problem solving, which should you do first? a. Try to duplicate the problem. b. Identify action options. c. Collect and analyze the data. d. Formulate an implementation plan Janet - CH 6 – People Management The best way to obtain the most information during an interview is to [Not for the current CPHQ Exam] a. ask open-ended questions and let the other person set the pace. b. leave the office door open to alleviate possible tension. c. avoid eye contact to reduce the other person's nervousness. d. ask questions that elicit short responses to permit more questions. Janet - CH 6 – People Management Of the following, the most effective quality-based management of human resources involves a. hiring, training, appraising, firing. b. hiring, retaining, promoting, appraising. c. hiring, training, appraising, promoting. d. hiring, training, appraising, employee relations. Janet - CH 6 – People Management 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? a. Average QM competence but excellent interpersonal skills b. Exceptional QM competence but difficult with physicians c. Excellent experience in QM/UM, quiet, and nonassertive d. No experience, trainable, surgical nurse, knows the physicians Janet - CH 6 – People Management Which of the following may not legally be asked on a job application or in an interview? [Not for the CPHQ Exam] a. Age, military experience b. Training, citizenship c. Educational background, recent continuing education d. Professional license suspension, length of time at previous job Janet - CH 6 – People Management Based on your knowledge of motivational theory, which of the following would most attract a job candidate? a. Job description, salary, benefits b. Job description, salary, excellent working relationships c. Salary, benefits, retirement plan d. Job description, salary, opportunities to advance Janet - CH 6 – People Management What is probably the most effective way to secure confidentiality among QM staff? a. Good relationships among all QM staff b. Department policy/procedure with in-service c. Confidentiality Agreement and department policy/procedure d. Confidentiality Agreement with immediate dismissal clause Janet - CH 6 – People Management Which of the following should not be part of performance appraisal? a. Strengths and weaknesses b. Attitude and behavior with physicians c. An off-duty incident witnessed by UM staff d. Work disruptions with other staff Janet - CH 6 – People Management