Intro to Health Admin

Organizations can be described as all of the following except what? -Goal-directed -Linked to the external environment -Scientific -Social

Scientific

Mintzberg studied roles that managers perform and found that managers ____________________. -performed roles in a routine sequence one at a time -often specialized in their two or three most effective roles -used decisional, informational, and interpersonal roles -preferred roles that involve authority and power

used decisional, informational, and interpersonal roles

Frederick Taylor was a pioneer in scientific management who helped improve how ____________________. -organizations functioned -departments coordinated their work -managers communicated -workers performed jobs

workers performed jobs

True or false: Lower-level plans are concerned with "what to do," whereas higher-level plans are concerned with "how to do it." -True -False

-False

True or false: A trend in hiring is to use just one person rather than a slower team approach. -True -False

False

True or false: All healthcare organizations provide healthcare services to people. -True -False

False

True or false: Although managers continually gather information for planning purposes, actual planning generally occurs just once a year. -True -False

False

True or false: Group members usually decide for themselves what authority their group will have. -True -False

False

True or false: Healthcare is a relatively stable field that changes little from year to year. -True -False

False

True or false: According to management consultant Peter Drucker, the first rule in decision making is that one does not make a decision unless there is disagreement. -True -False

True

True or false: Aging of the workforce, delayed retirements, and changing demographics have led to more workforce diversity based on age and generation. -True -False

True

True or false: Alderfer's ERG theory overcomes some criticisms of Maslow's beliefs about motivation. -True -False

True

True or false: Although departments in an HCO all work toward the same organizational mission, a leadership style that works well in one department might not work as well in another department. -True -False

True

True or false: Although five forms of organization structure exist, many organizations mix elements of these structural forms to create their own hybrid form. -True -False

True

True or false: Although it may be hard to find, gather, and make available to others in the organization, tacit knowledge comprises much of an organization's unique, valuable knowledge. -True -False

True

True or false: An accurate job (or position) description is important for determining appropriate pay. -True -False

True

True or false: An ethical dilemma is a situation such that, no matter what is decided, someone will suffer. -True -False

True

True or false: Compared to small groups, big groups provide more opportunity for diverse views, ideas, and expertise. -True -False

True

True or false: Department managers must plan for their own departments while also planning what their departments will do to help achieve the organization's higher-level goals. -True -False

True

True or false: Hackman and Oldham's job characteristics model provides a useful approach for redesigning jobs to improve worker motivation. -True -False

True

True or false: Healthcare organizations are generally considered to be labor intensive. -True -False

True

True or false: Healthcare organizations should encourage some conflict, because doing so can improve decision making. -True -False

True

True or false: Management should be thought of as a cycle rather than a straight-line process. -True -False

True

True or false: Organizing particular tasks into jobs creates both division of work and specialization. -True -False

True

True or false: Planning and organizing are closely related because implementing an organization's plans might require a change in organizational structure. -True -False

True

True or false: Planning is a management function that involves managers at all levels of healthcare organizations. -True -False

True

True or false: Some work in an HCO may be done by workers who are not employees of the HCO. -True -False

True

True or false: The rational approach to decision making presented in chapter 13 consists of steps that first identify the problem and then steps that solve the problem. -True -False

True

True or false: To improve health in their community, managers of healthcare organizations often do more than just provide healthcare. -True -False

True

True or false: Top management of an organization should allow individual departments to develop their own subcultures that may differ somewhat from the overall organizational culture. -True -False

True

When espoused values differ from observed values, employees will pay more attention to and follow the observed values. -True -False

True

Which of the following is not an important part of the rational decision-making process? -Choosing the best alternative -Defining the decision problem -Using democratic decision making -Specifying decision objectives

Using democratic decision making

True or false: A healthcare organization (HCO) must be concerned about stakeholders because stakeholders have an interest in what the HCO does. -True -False

True

True or false: Ability to adapt to a changing environment with decentralized, faster decisions is an advantage of the divisional structure. -True -False

True

Which of these would not be part of a hospital's SWOT analysis? -Market share data for competing hospitals -A proposed new outpatient goal of the hospital -The hospital's financial gain or loss for last year -Recent customer satisfaction ratings of the hospital

A proposed new outpatient goal of the hospital

A project manager must plan and manage which of the following for a project? -Project boundaries and expected results -Schedule and timing of required tasks -Risks involved in the project -All of the above

All of the above

In healthcare organizations (HCO), the staffing work can be ____________________. -centralized in a human resources department that serves the whole HCO -decentralized to individual departments throughout the HCO -outsourced to consultants and staffing companies -All of the above

All of the above

The open systems approach supports which of these statements? -Managers do not have to be open to new ideas and innovations. -An organization is affected by and must interact with its external environment. -Open door management works well in healthcare organizations. -None of the above

An organization is affected by and must interact with its external environment.

Which of the following would an HCO use to coordinate itself with the external environment and other organizations? -Hierarchical referral -Mutual adjustment -Boundary spanners -Liaison

Boundary spanners

Which of the following is not a group structural characteristic that ultimately affects group performance? -Credibility -Membership -Authority -Culture

Credibility

An organic organization has which of the following characteristics? -Specialized rigid tasks -Decentralized decisions -Strict hierarchy and rules -Much vertical interaction

Decentralized decisions

Which organizational structure organizes departments and positions to focus on particular groups of customers and services? -Functional -Matrix -Divisional -Network

Divisional

Appraising performance of staff involves two main activities. What are these? -Identifying job performance expectations and measuring how well expectations were met -Evaluating job performance of workers and discussing those evaluations with them -Informally appraising performance throughout the year and formally appraising it once a year -Identifying job performance expectations and appraising it at least monthly

Evaluating job performance of workers and discussing those evaluations with them

With which organizational structure do managers organize work into core processes that are performed by self-managed, multidisciplinary teams of workers? -Network -Divisional -Horizontal -Functional

Horizontal

Mayo and the Hawthorne studies in the 1920s and 1930s led to which of the following approaches in management? -Bureaucratic approach -Human relations approach -Management approach -Social/psychological approach

Human relations approach

Which of these is not a skill that Robert Katz said managers use? -Technical skill -Informational skill -Human skill -Conceptual skill

Informational skill

Which of these statements about job analysis is not correct? -It now assumes that jobs are stable and constant. -It identifies the specific tasks and behaviors of each job. -It is interrelated with other staffing processes. -It may be done with observation, surveys, and interviews.

It now assumes that jobs are stable and constant.

Which of the following is not an advantage of internal recruitment compared to external recruitment? -It is inexpensive. -It provides a bigger pool of potential applicants. -It helps employee morale and retention. -The recruited employee already knows the organization.

It provides a bigger pool of potential applicants.

According to Tuckman's team development model, which of the following is likely to happen first with a new group? -Members argue, disagree, and create conflicts; some members seek control. -Members set up ground rules for how to work together. -Members try to learn the group purpose and figure out what is ok and not ok. -Members assign tasks, do their work, and monitor progress.

Members try to learn the group purpose and figure out what is ok and not ok.

Employee job performance appraisals, employee career development plans, on-the-job safety reports, customer satisfaction data, and strategic plans would be useful for which step in training and developing workers? -Needs assessment -Content and methods -Implementation -Evaluation

Needs assessment

With which organizational structure do managers outsource functions and departments using contracts and electronic information systems? -Network -Divisional -Matrix -Functional

Network

Which of the following management functions should take place before all of the others? -Organizing -Planning -Staffing -Controlling

Planning

Which of the following statements about performance appraisals is most correct? -Some HCOs do them once a year, whereas other HCOs do them throughout the year. -Performance feedback should only come from an employee's immediate supervisor. -Numerical ratings scales ensure accurate specific measurement of performance. -Formal appraisals are more useful than informal appraisals.

Some HCOs do them once a year, whereas other HCOs do them throughout the year.

As part of an HCO's strategic planning, managers added more detail to their plans. They specified actions, steps, tasks, and schedules to achieve objectives and goals. Managers did this work during which stage of the strategic planning process? -Stage 1: Environmental Assessment -Stage 2: Organizational Direction -Stage 3: Strategy Formulation. -Stage 4: Transition to Implementation

Stage 4: Transition to Implementation

The Institute for Healthcare Improvement advocates improving the patient's experience of care, improving the health of populations, and reducing the per capita cost of healthcare. What does all this refer to? -National Healthcare Goals -IHI Strategies. -The Triple Aim -The Vision for 2025

The Triple Aim

Which of the following statements about group leaders is not correct? -The group leader must be appointed by a manager rather than elected by group members. -A group may have an official formal leader and an unofficial informal leader. -Groups may have multiple leader positions, such as chairperson, vice chair, and secretary. -Duties and responsibilities of a group leader should be defined and shared with the group.

The group leader must be appointed by a manager rather than elected by group members.

When a manager properly delegates authority to an employee to do work, which of the following does not happen? -The manager is still responsible for the work. -The employee knows what work is supposed to be done. -The employee accepts the authority to do the job. -The manager loses some of her own authority.

The manager loses some of her own authority.

Which of the following statements correctly describes groups in organizations? -They must involve more than one department. -They only make recommendations, not final decisions. -They may be permanent or temporary. -All of the above are correct.

They may be permanent or temporary.

Hospitals are developing continuums of care for which of the following reasons? -To adapt to new payment methods for care -To readmit more of their discharged patients -To focus on specialized intensive care -To keep physical healthcare separate from mental healthcare

To adapt to new payment methods for care

Reference checks are not good predictors of how well someone will perform in a new job. -True -False

True

The American College of Healthcare Executives and several other healthcare professional associations developed a model of leadership early in the twenty-first century that has gained support. This model is based on ___________. -situations -competencies -current trends in healthcare -employees needs

competencies

Some HCOs use a nonpunitive approach for employee performance problems that forces the employee to take responsibility for the problem and solution. This approach is called _________________. -second chance method -disciplinary action -decision-making paid leave -you-fix-it process

decision-making paid leave

Employee benefits, as part of total compensation, _________________________. -are worth about one-tenth of base pay -do not have to be the same for all employees -are all optional, so managers can choose which benefits to give -All of the above

do not have to be the same for all employees

The development of administrative theory by Fayol was important for improving _______________. -entire organizations -departmental goals -manual labor jobs -motivation of workers

entire organizations

A health difference that is closely linked with social, economic, or environmental disadvantage is a ____________. -determinant of health -health outcome -health disparity -None of the above

health disparity

The management staffing function can be broken into seven processes. One of these staffing processes is ______________. -monitoring labor laws -leading employees -hiring staff -reviewing work

hiring staff

Managers should consider organization size, organization goals, and worker motivation especially when they decide ________________________. -how to group tasks into jobs -how much to raise prices for outpatient care -a new competitive strategy -None of the above

how to group tasks into jobs

In a healthcare organization (HCO) where all employees are valued, respected, and supported for their distinctive skills, experiences, and perspectives, and they all have opportunities to participate fully and experience personal fulfillment, the HCO practices ___________. -compliance -inclusion -innovation -staffing

inclusion

A job description often states __________________. -job duties and employee benefits -employee benefits and job qualifications -job qualifications and job duties -All of the above

job qualifications and job duties

Compared to the average of all jobs, the number of jobs in health services management is expected to grow _________ between 2016 and 2026. -more than the average -the same as the average -less than the average -not at all

more than the average

Reporting relationships, vertical hierarchy, spans of control, grouping of jobs into departments, and systems for coordination are elements of _________________. -job descriptions -organization structure -strategic system -position design

organization structure

The health outcomes of a group of individuals, including the distribution of outcomes within the group, is known as ____________. health -population health -healthcare -medical care

population health

In order to have the range of services needed to fully care for a person or population, a healthcare organization may __________________. -offer diagnostic care -invest in chronic care -use electronic health records -provide a continuum of care

provide a continuum of care

The group structural characteristic that strongly influences who is in the group, how often it meets, which resources it needs, and whether it is temporary or ongoing is the group ________. -size -leader -culture -purpose

purpose

The type of planning that enables an organization to examine where it is now, decide where it wants to be in the future, and figure out how to get there is known as _________________. -future planning -competitive planning -strategic planning -systems planning

strategic planning

The idea that guides an HCO's decisions, actions, and behaviors in a consistent way to gain competitive advantage is the HCO's __________. -strategy -vision -plan -mission

strategy

True or false: Managers have their personal differences, yet they all manage the same way. True False

False

True or false: Managers should use the same leadership style with physicians that they use with other people. -True -False

False

True or false: Power and authority are the same. -True -False

False

True or false: Problems related to the quality of healthcare are mostly due to individual mistakes by employees rather than organizational systems and management. -True -False

False

True or false: Staff training and continuing education are nice ideas but usually not required for HCOs. -True -False

False

True or false: The rational approach to decision making is based on logical reasoning and deliberate analysis that can be done well using bounded rationality. -True -False

False

True or false: The staff planning process has one main activity, which is to forecast the organization's future required staff (workforce). -True -False

False

True or false: To learn strengths and weaknesses of job applicants, interviewers should ask applicants about their professional lives and their personal lives. -True -False

False

True or false: Top-down planning is used to build commitment of lower-level managers and to help lower-level managers gain acceptance of the plan. -True -False

False

Which organizational structure organizes departments and positions according to the tasks workers perform and the abilities workers use? -Matrix -Horizontal -Divisional -Functional

Functional

According to institutional theory, an organization may comply with obligations of the external environment even though compliance would make the organization less efficient. -True -False

True

Which of these factors would be least likely to influence culture in a healthcare organization (HCO)? -HCO's mission, structure, and training -Laws, accreditation standards, and demands of the public -HCO's ceremonies, symbols, rituals, and activities -A competitor's new building and equipment

A competitor's new building and equipment

The targets managers use to measure performance should be based on which of the following? -External factors and internal factors -Internal factors and stakeholders -Stakeholders and external factors -All of the above

All of the above

Which of the following sources affects the ethics of an organization? -The people in the organization -The organization itself -The organization's external environment -All of the above

All of the above

Which of the following statements is correct regarding how physicians are organized in hospitals? -Physicians have a medical staff structure with clinical departments and hierarchy. -In recent years, medical and administrative structures having been merging and integrating. -The boundary between medical work and management work is unclear, so conflict arises. -All of the above

All of the above

According to situational theory, effective leadership depends on which of the following? -Characteristics of the leader and characteristics of the followers -Characteristics of the followers and characteristics of the situation -Characteristics of the situation and characteristics of the leader -All of the above

All of the above

Which of the following types of organizing must be done by healthcare managers? -Organizing work tasks into job positions -Organizing departments into an entire organization -Organizing jobs into departments -All of the above

All of the above

Which of these statements provides the best advice for planners? -View planning as an important event. -Avoid being distracted by subjective judgments. -Allow flexibility in the planning and in the plan. -Emphasize extensive detailed historical analysis.

Allow flexibility in the planning and in the plan.

An HCO's managers set base pay, wages, and salaries for each job based on all of these factors except what? -The value of each job to the HCO -Prevailing pay in the community for jobs -The HCO's approach to compensation competitiveness -An employee's years of experience in a job

An employee's years of experience in a job

Which of the following needs are identified by McClelland's acquired needs theory? -Achievement and safety -Safety and affiliation -Affiliation and achievement -All of the above

Answer Affiliation and achievement

True or false: Managers know the importance of staff orientation, training, and development, so scheduling employees for it rarely conflicts with other organizational priorities. -True -False

False

Decisions about whom to hire often consider which of these? -Applicant-job fit and applicant-organization fit -Applicant-organization fit and applicant-environment fit -Applicant-environment fit and applicant-organization fit -All of the above

Applicant-job fit and applicant-organization fit

Which of the following statements does not identify barriers to effective performance appraisals? -Managers' personal biases and emotions might interfere with rating employees. -Managers might not have sufficient time and resources to gather and analyze performance data. -Employees might perceive appraisals as demeaning, judgmental, condescending, and punitive. -Appraisals might identify employees' future developmental goals to support their career plans.

Appraisals might identify employees' future developmental goals to support their career plans.

True or false: Adams's equity theory states that an employee's motivation is affected by _________________. -one's outcomes received for the job compared to inputs given to the job -one's own inputs and outcomes compared to those of other workers -Both a and b -Neither a nor b

Both a and b

Which of the following is not one of the five fundamental management functions identified by Gulick and Urwick? -Organize -Plan -Staff -Communicate

Communicate

There is no one best way to organize the structure of an organization, as discovered by management pioneer Joan Woodward and others. Which theory makes this point? -Contingency theory -Institutional theory -Administrative theory -Structure theory

Contingency theory

Balanced scorecards present a balanced view of an organization and typically include which of the following measures? -Customer service and internal business processes -Internal business processes and competitive advantage -Competitive advantage and customer service -All of the above

Customer service and internal business processes

The external environment that affects healthcare organizations can be divided into sectors. The market sector is important for which of these reasons? -New medical discoveries -Governmental laws -Economic and financial resources -Customers and clients

Customers and clients

True or false: Managers often have difficulty shaping culture in their organizations because organizational culture is influenced mostly by the external environment. -True -False

False

Which of the following statements regarding organizational culture is not correct? -Culture is shared and learned. -Culture changes quickly. -Culture can't really be seen, so people interpret culture by observing what can be seen. -Culture helps people figure out what really matters.

Culture changes quickly.

Which of the following is not one of the characteristics found in high reliability organizations? -Preoccupation with failure -Deference to authority -Reluctance to simplify -Sensitivity to operations

Deference to authority

The Six Sigma quality management program strives to eliminate defective products and services by using which of these methods? -Eliminating variation in systems and processes -Not allowing more than 3.4 defects, problems, or errors per 100 opportunities -Cutting costs to save money -All of the above

Eliminating variation in systems and processes

Which of the following conditions would be best for goal-setting theory? -Employees have goals that are vague yet challenging. -Employees have specific goals and get feedback on progress toward goals. -Employees know the goals and wonder if they will have resources needed to achieve them. -Employees think goals may be too complex and challenging.

Employees have specific goals and get feedback on progress toward goals.

Which of the following is not a normal cause of conflict in organizations? -Employees working independently -Goal incompatibility -Different values and beliefs -Competition for scarce resources

Employees working independently

True or false: A mediator ultimately makes a decision to resolve a conflict after first allowing the conflicting people or groups to present their input and views. -True -False

False

True or false: As defined by the World Health Organization, health is the absence of disease or infirmity. -True -False

False

True or false: Culture is viewed as the "soft side" of management and thus not very important. -True -False

False

True or false: For a group to be effective, communication is needed among people in a group but not with others outside the group. -True -False

False

True or false: Historically, the use of bureaucratic principles has not been useful for work and organizations. True False

False

True or false: In order to control performance, managers should first measure performance. -True -False

False

True or false: Leadership is a process by which a person tries to influence someone else to voluntarily or involuntarily accomplish a task or goal. -True -False

False

Which of the following statements about group decision making is not correct? -Decisions for a group can be made autocratically by a group leader. -Decisions for a group can be made democratically by all group members. -Group decisions by all group members have more accountability than individual decisions. -Consensus agreement can strengthen group support of a decision.

Group decisions by all group members have more accountability than individual decisions.

What is the process in which group members quickly agree without considering diverse ideas and thoughtful analysis? -Freeloading -Groupthink -Passive agreement -Cooperation

Groupthink

Which of the following is correct about Herzberg's two-factor theory? -Intrinsic factors include working conditions, company policies, and pay. -Satisfaction is the opposite of dissatisfaction, so more of one means less of the other. -Intrinsic factors can effectively motivate workers. -The theory has limitations that deter managers from using it.

Intrinsic factors can effectively motivate workers.

Data analytics at a large healthcare system is likely to include all of the following except what? -Prescriptive analytics -Intuitive analytics -Predictive analytics -Descriptive analytics

Intuitive analytics

As studied in chapter 9 of the text, which of the following statements is most accurate? -Management and leadership are basically the same concepts. -Leadership and management are completely separate concepts. -Leadership is a part of management. -Management is a part of leadership.

Leadership is a part of management.

_____________ is the process of getting things done through and with people. -Human relations -Bureaucracy -Management -Planning

Management

Which organizational structure strives for both efficiency and customer satisfaction? -Horizontal -Matrix -Network -Divisional

Matrix

Which of the following statements about McClelland's acquired needs theory is not correct? -Needs are based on culture and experiences. -Managers can use this theory to guide their hiring decisions. -Needs are learned and can be learned throughout one's life. -McClelland's needs are the same as Maslow's needs.

McClelland's needs are the same as Maslow's needs.

Which type of organization fits best with a stable, predictable environment? Organic organization Structured organization Correct! Mechanistic organization Dynamic organization

Mechanistic organization

Hiring someone to fill a job vacancy is likely to involve all of the following except what? -Recruitment -Job offer -Interviews -New employee orientation

New employee orientation

Which of the following statements about orientation of new staff is not correct? -Orientation should focus on technical and social aspects of work. -Orientation can use webinars, manuals, interactive meetings, mobile learning, and mentors. -Orientation should be completed during a new employee's first week of work. -All of the above are correct.

Orientation should be completed during a new employee's first week of work.

Which of the following statements about violence in healthcare organizations is most correct? -The healthcare industry has lower rates of workplace violence than most other industries. -Patients and their relatives and visitors cause much violence in HCOs. -Employees cause very little violence in HCOs. -HCOs have workplace violence because managers do not yet know how to prevent it.

Patients and their relatives and visitors cause much violence in HCOs.

Which of the following statements is not an assumption of Theory X for leadership? -People are motivated intrinsically. -People are lazy and dislike work. -People must be directed because they lack self-discipline. -People do not want responsibility.

People are motivated intrinsically.

According to Maslow, which of the human needs in his hierarchy should be satisfied before safety and security needs can be met? -Self-actualization -Belonging and friendship -Physiological -Esteem and recognition

Physiological

Which of the following statements about power and politics in organizations is not correct? -Managers may use personal power. -Managers may use positional power. -Politics is the misuse of power that is harmful. -Politics is normal in organizations.

Politics is the misuse of power that is harmful.

Current thinking offers new ideas about Maslow's original hierarchy of needs theory. These new ideas include all of the following except what? -Power is a sixth type of need. -The types of needs can overlap so a single need can be more than one type of need. -People do not always fully satisfy the lowest unmet need before seeking to satisfy higher needs. -The hierarchy of needs is culturally biased.

Power is a sixth type of need.

Leaders and managers of HCOs should be concerned with four main types of ethics. These types include which of the following? -Cultural ethics and professional ethics -Professional ethics and managerial ethics -Managerial ethics and cultural ethics -All of the above

Professional ethics and managerial ethics

Thomas and Kilmann's conflict resolution model is based on all of the following except what? -Assertiveness and cooperativeness -A contingency approach -Concern for oneself and concern for others -Seven conflict resolution styles

Seven conflict resolution styles

Which theory argues that people are motivated by the consequences (positive or negative) of their behavior? -Maslow's hierarchy of needs theory -Locke's goal-setting theory -Alderfer's ERG theory -Skinner's reinforcement theory

Skinner's reinforcement theory

Lean production tries to design work processes to reduce waste, increase efficiency, and produce more value for customers. This is done using all of the following except what? -Value stream mapping -Vision, purpose, and goals that guide change and improvement -Standardization of how work is done -The saying "If it isn't broken, don't fix it"

The saying "If it isn't broken, don't fix it"

An HCO manager emphasizes concern for employees and strives to develop long-term cooperative relationships with collective responsibility. This manager is leading with which of the following styles? -Theory W -Theory X -Theory Y -Theory Z

Theory Z

Which of the following is not a reason why a healthcare organization would utilize groups? -To help workers grow and develop professionally -To enable decisions to be made more quickly -To build commitment to solutions, changes, and plans -To obtain input and representation of stakeholders

To enable decisions to be made more quickly

Effective onboarding in an HCO would be least likely to do which of the following? -Help employees develop interpersonal and work relationships -Ensure that employees fully understand their new job and performance expectations -Teach employees the HCO's history, mission, values, and expected behaviors -Train and develop employees for job transfers and promotions

Train and develop employees for job transfers and promotions

Which theory examines characteristics of leaders and the influence these characteristics have on leadership effectiveness? -Transactional theory -Theory X -Trait theory -Collaborative theory

Trait theory

A leader who uses a compelling vision, inspiration, charisma, and attention to individual employees to revitalize an organization with change for the greater good of all is using which kind of leadership? -Transactional leadership -Transparent leadership -Transformational leadership -Transitional leadership

Transformational leadership

A worker is motivated to give more effort to her work because she thinks that will produce the performance needed to obtain a reward she really wants. This demonstrates which theory? -Skinner's reinforcement theory -Adams's equity theory -Locke's goal-setting theory -Vroom's expectancy theory

Vroom's expectancy theory

A Gantt chart helps a manager answer which of the following questions? -Which goals should we pursue? -Which tasks will be done when? -Where is my organization at now? -What are the threats and opportunities?

Which tasks will be done when?

A manager would correctly perform root cause analysis by repeatedly asking which of these questions? -Who? -What? -Why? -All of the above

Why?

A situation in which a person's self-interest interferes with that person's obligation to another person, organization, profession, or purpose is known as _______________. -moral distress -social responsibility -a conflict of interest -the ethical climate

a conflict of interest

A set of interrelated parts that function as a whole to achieve a common purpose is known as _______________. -an organization -a machine -a system -a network

a system

Managers use a _____________ to show and compare performance data, such as performance data for multiple patient care units. -control chart -line graph (also called a run chart) -pie chart -bar graph (also called a bar chart)

bar graph (also called a bar chart)

The ethical principle that emphasizes doing good and promoting the welfare of others is ____________. -beneficence -nonmaleficence -justice -autonomy

beneficence

The Hersey and Blanchard situational model of leadership calls for leaders to __________________________________. -change approaches to leadership based on an employee's readiness to work -adjust their task-oriented behavior and maintain the same relationship behavior -use either the participating style or the relationship style -All of the above

change approaches to leadership based on an employee's readiness to work

Managers use a ______________ to show actual performance data and trends, such as rejected claims, compared to performance standards, including the range of normal performance. -control chart -line graph (also called a run chart) -pie chart -bar graph (also called a bar chart)

control chart

The set of values, norms, guiding beliefs, and understandings that is shared by members of an organization and taught to new members is known as __________. -vision -ethics -culture -mission

culture

Herzberg studied the relationship between hygiene factors (e.g., company policies, pay, supervision, working conditions) and __________. -leadership -dissatisfaction -satisfaction -All of the above

dissatisfaction

Sometimes, decision makers use the ___________ approach to deliberately avoid blinders, biases, groupthink, flawed assumptions, and closed-mindedness. -satisficing -incremental -evidence-based -intuition

evidence-based

Fairness in an HCO's compensation for a job compared to compensation for other similar jobs outside the HCO is known as _______________. -employee equity -external equity -job equity -internal equity

external equity

An ethics advisory committee in a healthcare organization should ________________. -ensure that ethical problems do not occur -set up anonymous hotlines for employees to report ethics violations -help employees, physicians, and others regarding ethical dilemmas -discipline people who behave unethically

help employees, physicians, and others regarding ethical dilemmas

Sometimes, decision makers worry that, if they try to figure out the whole solution and decide everything at once, by the time they do all that, the situation will have changed and they will have to figure it out again. So instead, they use the ____________ approach. -satisficing -incremental -evidence-based -intuition

incremental

Sometimes, if time is short, problems are complex, precedents do not exist, and facts are scarce, experienced decision makers use the ___________ approach. -satisficing -incremental -evidence-based -intuition

intuition

Employee protection is good for healthcare organizations because _______________________. -it supports workforce diversity and improves employee retention -it improves employee retention and increases cost of insurance -it increases cost of insurance and is required by law -All of the above

it supports workforce diversity and improves employee retention

Behavior theory examines how ______________ affect(s) leadership effectiveness. -employee behavior -leadership behavior -employee behavior and leadership behavior -behavior of all stakeholders

leadership behavior

Managers use a ____________ to show performance data trends, such as trends for customers' tweets. -tabular report -line graph (also called a run chart) -pie chart -bar graph (also called a bar chart)

line graph (also called a run chart)

The set of forces that leads people to behave in particular ways is known as __________. -authority -motivation -leadership -None of the above

motivation

Decisions that are often difficult to define and diagnose and that tend to present alternatives with uncertain cause and effect are known as ________________. -unqualified decisions -multiple effect decisions -conditional decisions -nonprogrammed decisions

nonprogrammed decisions

The Code of Ethics of the American College of Healthcare Executives provides standards of ethical behavior for healthcare managers in their professional relationships with their ____________________. -organization, colleagues, people served, and community -patients and others in the external environment -management team and employees -internal stakeholders

organization, colleagues, people served, and community

Managers use a _____________ to show how all performance data are divided into data categories—for example, how all patient complaints are divided into five categories of complaints. -control chart -line graph (also called a run chart) -pie chart -bar graph (also called a bar chart)

pie chart

The ability of one person or department in an organization to influence other people to bring about desired outcomes is ___________. -power -motivation -culture -management

power

The _________________ enables managers to identify, arrange, and analyze the tasks, activities, and steps required in sequence to transform inputs into outputs and thereby accomplish a specific outcome. -cause-and-effect diagram (also called fishbone diagram) -process map (also called flowchart) -PDCA cycle -three-step control method

process map (also called flowchart)

Sometimes decision makers conduct a limited search for alternatives and choose an early solution that will achieve their minimum acceptable results. This is known as the ___________ approach. -satisficing -incremental -evidence-based -intuition

satisficing

The three dimensions of performance developed by Donabedian are ________________. -systems, procedures, and outputs -primary, secondary, and tertiary -structure, process, and outcome -implementation, review, and reimplementation

structure, process, and outcome