Funeral Service Management Exam II
What phrase, in writing, should be included on a form to specific disciplinary action
"A continuation of this violation will result in..."
What should be on a form to specific disciplinary action
-Policy that was violated -Detail of violation, witnesses, location, date, time -Continued violation will result in -Employee comment section -Union representation (unionized Companies) -Counseling or review spelled out and placed below signature line and date -Employee's written version of incident, signed by both parties -When Union representative involved, third party take notes
According to Brown, what will take energy, time and commitment
A well though-out orientation
Outlaws discrimination in employment against those who are over 40 years old
Age Discrimination in Employment of 1967
Mr. Jones is 45 years old, and looking for a new job. Which of the following laws protect him from being overlooked due to his age?
Age discrimination in Employment Act
Prohibits discrimination against any qualified individual with a disability
Americans with Disabilities Act of 1990
Structured Interview
Asking a set of pre-determined questions
Unstructured Interview
Asking questions as they develop through the interview
Qualification that is absolutely necessary for the job. It is an allowed and approved reason for discrimination. Approvals are to be sought and granted on a case-by-case basis (ABFS)
Bona Fide Occupational Qualification (BFOQ)
What are Fringe Benifits
Bonus, company car, insurance, physical exam, health options
What should an Employee Manual contain
Business Philosophy or Mission Statement Probation Period Work Hours, Time Off, Vacation, Sick Days, Holidays Salary, Overtime, Fringe Benefits Opperational Practices, Staff Communications Responsibilities of Personnel, Appearance/Attire of Personnel Sexual Harassment Policy, Smoking Policy, OSHA, EPA, Confidentiality
Employee Handbook
Compilation of the policies, procedures, working conditions, and behavioral expectations that guide employee actions in a particular work place. Generally, it will also include information about the company, compensation and benefits, and additional terms and conditions of employment
Professional growth
Continuing education and advancement possibilities.
Personnel Management
Developing activities and an organizational climate conducive to maximum efficiency and worker satisfaction
What best defines regulating the activities or course of activities of an organization?
Directing
Compilation of the policies, procedures, working conditions, and behavioral expectations that guide employee actions in a particular work place. Generally, it will also include information about the company, compensation and benefits, and additional terms and conditions of employment
Employee Manual
Outlaws discrimination in pay based on the sex of the worker
Equal Pay Act of 1963
Obtaining and maintaining of adequate workspace and funeral equipment
Facilities Management
Outlaws discriminatory practices in pay; requires employers to pay a minimum wage to employees and to pay a minimum of one and one-half of the regular wage rate for any hours beyond 40 worked in a week; amended by the Equal Pay Act (1963)
Fair Labor Standard Act (Wage and Hour Law)
Efficient utilization and adequate regulation of assets, revenue, expenditures, and capital rights.
Financial Management
Asking a set of pre-determined questions
Formal Interview
What is the purpose of a job description
Helps avoid any miss understandings between employees and employers as what is expected
Who is responsible for Motivators and Hygeines?
Herzberg
What would company policy, supervision, salary, interpersonal relations with co-workers and working conditions best describe?
Herzberg aspects of Hygiens
By creating an accurate job description what has begun
Hiring Process
Developing activities and an organizational climate conducive to maximum efficiency and worker satisfaction
Human Resource Management
Are Hygeines intrinsic or extrinsic?
Hygeines are extrinsic.
The primary job dissatisfaction, and extrinsic factor such as company policy and supervisors.
Hygeines; Herzbreg
According to Herzberg, what are the primary determents of job dissatisfaction
Hygienes
Outlaws non-documented persons from employment in the United States
Immigration Reform Act of 1987
Asking questions as they develop through the interview
Informal Interview
Process of determining the critical component of a job for the purpose of selecting, training, and rewarding personnel
Job Analysis
Document that list the major responsibilities and task of a job
Job Description
What need is Maslows friendship, family and sexual intamicy
Love and Belonging
Herzberg has 2 sets of needs, what are they?
Man's desire to avoid pain. Mans desire to satisfy basic needs
"the administration and supervision of office duties and functions."
Management
According to our outline, what term describes the act of motivating people towards the achievement of a goal or goals?
Management
Good Communication Flow Chart (Example)
Management ↓ FDIC ↓ Funeral Director ↓ Apprentice One
Process of planning and executing the development, pricing, promotion, and distribution of an organization's goods and/or services
Marketing Management
Breathing, food, water, sex, sleep and sense of balance are what?
Maslow's Physiological need
Who is responsible for the X and Y theory?
McGregor
What theory holds that people lack creativity ability
McGregor's Theory X
What theory stated that people seek security and economic reward above all else
McGregor's Theory X
Which theory holds the creativity in problem solving are distributed widely in the population
McGregor's Theory Y
Are Motivators intrinsic or extrinsic?
Motivators are intrinsic
The primary determinants of job satisfaction, achievement, recognition, the work itself responsibility and advancement
Motivators; Herzberg
According to Brown, why do orientation programs fail
No Planning No True Explanation of Job Requirements Employee Did Not Feel Welcome
The administration and supervision of office duties and functions
Office Management
What term was defined as the administration and supervision of office duties and functions
Office Management
You have integrated employees, work process, and material resources in achieving the funeral home goals. What function are you mastering
Organization
Process of acquiring, training, developing, motivating, and appraising a sufficient quantity of qualified employees to perform necessary activities
Personnel Management
You are paying an acceptable wage and allowing your employees to maintain a sufficient living. Which of Maslow's "needs" are you fulfilling?
Physical
Which of the following is one of Daniel's four functions of management Planning, Creativity, Listening, Grouping
Planning
Human Resource Management
Process of acquiring, training, developing, motivating, and appraising a sufficient quantity of qualified employees to perform necessary activities
Name Maslow's hierarchy of needs
Psychological, Safety, Love and Belonging, esteem and Self-Actualization.
What will a good orientation program do
Reduce start-up cost Reduce anxiety Reduce turnover Save employees time Develop realistic job expectations, positive attitudes, and job satisfaction
Outlaws discrimination in employment based on handicaps of workers who, with reasonable employer accommodation, could do the job
Rehabilitation Act of 1973
What are the appropriate methods for discipline leading to termination
Required Documentation: Shown in writing observed employee capabilities Policy and procedure on disciplinary action Employee signed policy and procedure page A form to specific disciplinary action
What is Maslow's second need
Safety
What best describes morality, creativity, spontaneity, problem solving, lack of prejudice and acceptance of the facts?
Self Actualization
Problem solving is what part of Maslow's needs
Self-Actualization
This is considered the negative factor according to McGregor
Theory X
This theory states that people lack creativity
Theory X
This is considered the positive factor according to McGregor
Theory Y
This theory states that the average person learns under proper conditions, not only accepts but also seeks responsability
Theory Y
What is Penepent's view regarding the problem with funeral homes today
They lack defined goals, objectives, and mission statements that help direct an organization toward success
Outlaws discrimination in employment based on race, color, religion, sex, pregnancy, or national origin
Title VII of the Civil Rights Act of 1964
TQM
Total Quality Management
Efforts of all members of an organization directed to ensure that quality in the production of goods and services is achieved
Total Quality Management (TQM)
What will make or break a new hire
Training
Outlaws discrimination in employment against Vietnam era veterans
Vietnam Era Veterans Readjustment Act of 1974
When does the hiring process begin
With Job Description
What topics should you avoid in the interview process
1)Maiden Name 2)Arrest Record 3)Citizenship 4)Age 5)Lawsuits filed about previous employers 6)Marital Status 7)Children 8)HIV Positive 9)Disabilities 10)Birthplace 11)Credit Rating 12)Type of Military Discharge 13)Photo Requirements 14)Race 15)Religion 16)Gender
How much of a funeral home's revenue is consumed in personnel cost
18-26% Some are even higher
What is the normal probationary period
90 Days
Asking the employees to "help increase case volume" would best describe
A goal
