Health Services Practice Management... Quizzes

The right to command or exact compliance in an organization is termed: a.) power b.) authority c.) influence d.) congruence

B- authority

Which of the following is an impersonal source of a manager's authority? a.) functional authority b.) official position c.) law of the situation d.) talent and traits of the manager

B- official position

Which of the following is ordinarily not covered during a general orientation to the organization? a.) how to file claims under the organization's health insurance program b.) the administrative structure of the organization c.) the customary timing and frequency of performance evaluations d.) the organization's expectations concerning attendance

A- how to file claims under the organization's health insurance program

A union and management agree to settle their issues and enter into a new labor union contract through binding arbitration in order to avoid a strike. This is an example of the conflict strategy of: a.) limitation of conflict b.) routinization of conflict c.) expansion of conflict d.) dramatization of conflict

A- limitation of conflict

Information flows downward in an organization better than it flows upward in part because: a.) management controls most of the means of communication within the organization b.) few employees feel they have anything worth communicating upward c.) the majority of employees are readily receptive to whatever comes down from top management d.) employees know that even if they say or ask nothing, management will anticipate their needs and communicate accordingly

A- management controls most of the means of communication within the organization

All of the following are external mandates for training programs except: a.) mission and values statement of the organization b.) professional licensure requirements c.) risk management programs imposed by insurance carrier d.) accrediting agency requirements

A- mission and values statement of the organization

When human resources finds it necessary to recommend against a department manger who wishes to fire a particular employee, it is usually because: a.) there is no documentation trail showing that procedures have been followed b.) Human Resources, not the manager, is responsible for deciding who gets fired c.) Human Resource practitioners' judgment overrules that of the department managers d.) the department manager is most likely acting arbitrarily

A- there is no documentation trail showing that procedures have been followed

The telephone will remain important in business communication because: a.) it has proven to be the most accurate means on interpersonal communication available b.) it provides the opportunity for immediate feedback and response c.) since the person on the other end of the line is not seen, irrelevant distractions are avoided d.) it leaves no tell-tale record of what was said it how it was said

B- it provides the opportunity for immediate feedback and response

The committee chair position is rotated among members. This is an example of: a.) bureaucratic leadership b.) participative leadership c.) zone of indifference pattern d.) laissez-faire pattern

B- participative leadership

Which of the following activities is least likely to be found in the majority of present-day Human Resource departments? a.) compensation b.) risk management c.) recruitment d.) employee relations

B- risk management

The federal legislation that has made the greatest impact on the workload of Human Resources is: a.) the Family and Medical Leave Act b.) the Civil Rights Act of 1964 c.) the Americans with Disabilities Act d.) the 1975 amendments to Taft-Hartley (the Labor-Management Relations Act)

B- the Civil Rights Act of 1964

Which of the following is NOT one of the principal components of communication? a.) initiation b.) feedback c.) argument d.) transmission

C- argument

Participative leadership style is the opposite of: a.) charismatic leadership b.) situational authority c.) autocratic authority d.) laissez-faire leadership

C- autocratic authority

The management of the Human Resource department of the organization: a.) has direct authority over all department managers and employees concerning infractions of work rules and personnel policies b.) should wait to be called upon before offering advice, counsel, or assistance c.) exercises line authority only within the human resources department d.) functions bet in a natural adversarial relationship with department managers

C- exercises line authority only within the human resources department

A teacher's union postpones its strike actions until the first day of classes for the school year. This is an example of the conflict strategy of: a.) limitation of conflict b.) routinization of conflict c.) expansion of conflict d.) dramatization of conflict

C- expansion of conflict

The capacity to obtain compliance from another without relying on formal actions, rules or force is termed: a.) power b.) authority c.) influence d.) congruence

C- influence

The training method in which an employee is given job assignments in a variety of work assignments in a planned sequence is termed: a.) role playing b.) conference rotation approach c.) job rotation approach d.) case study approach

C- job rotation approach

All of the following terms for styles of leadership are related except: a.) authoritarian b.) boss-centered c.) laissez-faire d.) bureaucratic

C- laissez-faire

The usual style of leadership among professional practitioners is: a.) authoritarian b.) boss-centered c.) laissez-faire d.) bureaucratic

C- laissez-faire

Concerning the wage and hour laws applicable to the organizations, the department manager: a.) need know little or nothing about these laws, which are the province of Human Resources b.) need not be concerned with the differences between exempt and nonexempt employees c.) should be generally conversant with these laws so as to be able to answer employees' routine questions d.) should have full working knowledge of all pertinent aspects of the Fair Labor Standards Act

C- should be generally conversant with these laws so as to be able to answer employees' routine questions

According to straightforward interpretation of most organizations' codes of conduct, which of the following does not constitute an ethical violation: a.) taking orders for one's home-based food container business at the office during the workday b.) photocopying a recipe booklet on the office copier c.) using one's own cell phone to place personal calls at one's work station during lunch hour d.) selling one's children's fund-raising candy bars at work

C- using one's own cell phone to place personal calls at one's work station during lunch hour

The zone of acceptance is the same as: a.) zone of compliance b.) zone of reciprocal influence c.) zone of indifference d.) zone of attentiveness

C- zone of indifference

As a communication process, listening presents unique problems largely because: a.) listening is a passive process, while the other communication processes (speaking, writing, reading,) are all active b.) there is a strong tendency among many people to equate listening with simply hearing c.) rather than listening, some people are thinking of what they will say next d.) all of the above

D- all of the above

Feedback is an essential part of all modes of communication because: a.) all parties to a conversation and all recipients of a message are entitled to their turn b.) it is needed to ensure that the intended message was received c.) whether needed or not, it is the step that closes the communication loop d.) all of the above

D- all of the above

An adequate training objective includes all of the following except: a.) level of mastery or acceptable performance level b.) time limit for reaching level of mastery c.) performance standard d.) error penalty

D- error penalty

In the process of mentoring, in which a more experienced employee guides and nurtures a newer, less experienced employee, it is recommended that: a.) all senior employees in the department be assigned their turn as mentors to afford them the experience b.) at the start of the relationship a specific length of time for the mentoring to last is established c.) the manager closely monitors the mentor's behavior during the relationship d.) mentors should serve voluntarily and willingly without being required to do so

D- mentors should serve voluntarily and willingly without being required to do so

A collective bargaining agreement (union contract) specifies the jobs covered by the agreement. This part of the contract is referred to as: a.) union security clause b.) union activity clause c.) management rights clause d.) recognition clause

D- recognition clause

All of the following are alternate terms for technical competence except: a.) functional authority b.) law of the situation c.) authority of the facts d.) zone of attentiveness

D- zone of attentiveness

True/ False: An ad hoc committee and a task force differ from each other in that one is a temporary arrangement and the other is essentially permanent.

FALSE

True/ False: An organization can usually successfully forbid any full-time employee to engage in outside business or financial activities of any kind

FALSE

True/ False: Because of its value in the organization, the Human Resource department is essentially immune to downsizing or outsourcing

FALSE

True/ False: Email is an efficient means of communication because, unlike formal letter writing, editing and rewriting are unnecessary

FALSE

True/ False: Employee training and staff development are helpful overall but have little effect in changing behavior to meet the needs of the organization

FALSE

True/ False: For most standing committees in a health care organization, meeting minutes or other records of proceedings are optional, created or not according to the chairperson's preference.

FALSE

True/ False: Human Resource's involvement with the performance appraisal system is limited to the distribution of forms and the filing of completed evaluations.

FALSE

True/ False: In a given organization, the labor relations function might be part of Human Resources or it might be a department in its own right

FALSE

True/ False: It is an essential requirement of any committee that its members never attempt to exercise line authority over others.

FALSE

True/ False: It is difficult to detect certain forms of e-mail abuse by employees because an individual's e-mail is private.

FALSE

True/ False: Salary and benefits are generally accepted as the strongest forces motivating employees to perform

FALSE

True/ False: The Federal legislation that had the greatest influence on the human resources workload was the Equal Pay Act of 1963

FALSE

True/ False: The development of an employee's sense of identification with the organization is good for the organization but rarely is it good for the individual

FALSE

True/ False: The first need to be considered when it is proposed to hold a meeting is what persons of what qualifications should attend

FALSE

True/ False: The potentially strongest means of communication in business is the formal letter.

FALSE

True/ False: The principal reason for keeping formal letter writing to a bare minimum is to avoid contributing to the overflow of paperwork experienced in health care

FALSE

True/ False: The prospect of negative sanctions is the most effective means of ensuring employee compliance and performance

FALSE

True/ False: The widespread changing of the name "personnel" to "human resources" has been instrumental in elevating the status of this organizational activity

FALSE

True/ False: When a committee is created, it is best to first constitute the committee, then charge its member with describing the group's purpose, function, and scope of activity.

FALSE

True/ False: A "team" is ordinarily seen as less formal or less structured than a "committee" although it is possible for each to exist for a specific purpose

TRUE

True/ False: A committee can never take the place of individual managers who accept specific responsibilities and exhibit leadership

TRUE

True/ False: A sometimes- encountered disadvantage of committees is the occasional committee that continues to exist and to meet long after its basic charge has been fulfilled and it has outlived its usefulness

TRUE

True/ False: Although the bulk of payroll function may reside in the Finance division or even be outsourced, Human Resources often handles the critical input to the payroll system

TRUE

True/ False: An advantage of committee activity is that the stimulation of shared thinking may lead to a better decision than might be reached by an individual.

TRUE

True/ False: Any employee, professional or otherwise, is more likely to contribute to short-term turnover if he or she has not been adequately oriented.

TRUE

True/ False: As is feasible, all conflict should be resolved at as low an organizational level as possible

TRUE

True/ False: Distrust of various individuals within the chain of command can impede both upward and downward communication

TRUE

True/ False: Empathy in communication is the ability to project one's personality onto others and think and feel as they do

TRUE

True/ False: For Human Resources to be of maximum assistance to the departments, it is necessary for the managers to frequently take the initiative to challenge Human Resources

TRUE

True/ False: Human Resources department is not the ultimate decision maker of whether an individual is discharged

TRUE

True/ False: In working Human Resources on recruitment, the department manager should continue to request more applicants until a perfect or near-perfect on arrives

TRUE

True/ False: Incidents of "sexual harassment" are not limited to the workplace; they can still occur off-premises and after hours

TRUE

True/ False: It can often be shown that the fastest means of communication within the work organization operates outside of the organization's formal communication channels

TRUE

True/ False: One of the principal advantages of face-to-face communication is that the recipient of the message is exposed to nonverbal as well as verbal elements

TRUE

True/ False: One significant problem affecting interpersonal communication is the tendency of most people to believe they are better communicators than they really are.

TRUE

True/ False: Some important and highly disruptive effects on teams occur because most rewards and compensation systems focus on individual effort rather than on team performance

TRUE

True/ False: Some of the patterns of accommodation to organization life that are functional for the organization can be dysfunctional for the individual employee

TRUE

True/ False: The Stark Law is federal legislation that makes it illegal for physicians to refer Medicare or Medicaid patients to other providers in which they hold a financial interest

TRUE

True/ False: There is always the chance that a team composed of mostly rank-and-file employees could be considered an illegal labor organization

TRUE

True/ False: When writing a business letter it is recommended to make the same important statement two or three times in different words to ensure it is understood

TRUE

The plural executive is: a.) a body such as an organization's board of directors that exercises authority over the organization's management b.) a governing group of two or more individuals of equal authority c.) a standing committee that is required by law or regulation d.) a management body that exercises authority over the multiple elements of a system

a.) a body such as an organization's board of directors that exercises authority over the organization's management

Management refuses to provide a designated bulletin board for union activity notices. This is a violation of: a.) union activity clause b.) mutual agreement clause c.) union recognition clause d.) union security clause

a.) union activity clause

Conflict within the work organization is: a.) contrary to efficient operations, counter-productive, and to be avoided whenever possible b.) an inevitable component of cooperative action; that is, can always be expected c.) expected to consume a significant portion of top management's time and attention d.) an ever-destructive force that detracts from organizational effectiveness

b.) an inevitable component of cooperative action; that is, can always be expected

The situation in which a teacher's union goes on strike at the beginning of the school year is an example of the conflict strategy of: a.) containment of conflict b.) contagiousness of conflict c.) strategic leniency d.) routinization of conflict

b.) contagiousness of conflict

Active employee participation in conducting the business of the organization can be encouraged by: a.) requiring each employee to submit one new work-improvement idea each month b.) getting employees together occasionally to solicit their observations and to brainstorm ideas c.) mandating the establishment of employee committees charged with specific responsibilities d.) providing each group of employee with a strong leader who will ensure participation

b.) getting employees together occasionally to solicit their observations and to brainstorm ideas

A collective bargaining agreement (union contract) specifies that management may implement work rules. This part of the contract is referred to as: a.) disciplinary action clause b.) management rights clause c.) union activity clause d.) mutual agreement clause

b.) management rights clause

A collective bargaining agreement (union contract) specifies that individuals in covered jobs must join the union. This part of the contract is referred to as: a.) recognition clause b.) union activity clause c.) union security clause d.) management rights clause

c- union security clause

The ad hoc committee is created for the express purpose of: a.) exploring or otherwise talking over a problem of specific interest to the department b.) deliberating on a recurring basis within the context of a specific grant of authority c.) dealing with one issue and disbanding when that issue is resolved d.) none of the above

c.) dealing with one issue and disbanding when that issue is resolved

A team is composed primarily of rank-and-file employees may legally engage in: a.) discussions of terms and conditions of employment for the purpose of offering recommendations to management b.) deliberations concerning specific employee grievances c.) pursuit of work-simplification or methods improvement projects d.) representation of fellow workers in discussions with management

c.) pursuit of work-simplification or methods improvement projects

It is essential for every health care organization to have work rules and personnel policies because: a.) these are required by various government agencies and other regulatory bodies b.) without them, employees would be going their own way and doing as they wish c.) they are needed to guide employee behavior and provide the basis for consistent treatment of employees d.) without their guidance, department managers will ignore many troublesome situations

c.) they are needed to guide employee behavior and provide the basis for consistent treatment of employees

A sometimes- significant disadvantage of committees is that: a.) committee interaction, with its emphasis on deliberation and group participation, is relatively slow compared with other decision-making processes b.) the time consumed including the hours spent in formal meetings can be expensive c.) coordinating the availability of busy committee members can be difficult d.) all of the above

d.) all of the above