ch 8

T

. Asian and Pacific Islander culture respects clearly defined family structure and hierarchy of authority.

T

. Research-informed practice means that social workers should use the approaches and interventions in their practice that research has determined are effective.

14 percent less

Approximately 80 percent of all social workers are women who earn about ________ than their male counterparts

F

Learning organizations emphasize the process of service provision instead of the effectiveness of service provision to clients.

F

The complainer in a bureaucratic system is a covert warrior who complains to others both inside and outside of the agency.

T

The concept of preservation of harmony characterizes collectivist societies.

Passive-aggressive

_____ people dislike confrontation; therefore, they will go behind others' backs to get what they really want.

T

A central theme of total quality management (TQM) is customer satisfaction.

management

Daft defines ________ as the attainment of organizational goals in an efficient and effective manner through planning, organizing, leading, and controlling organizational resources.

total quality management (TQM) is an approach to management with three core principles: focus on customer needs and satisfaction; continuous improvement in service or product; and teamwork.

Describe total quality management (TQM) and explain the major concepts involved

T

Female social workers who are considering a career in organizational management should reach out to another woman as a mentor.

F

Filial piety is described as a devotion to individual desires and ambitions to the point of sacrificing parental and familial authority.

accountability

From a social work perspective, _____ is the worker's responsibility to clients and the community to work effectively and achieve the goals that have been established

1. confrontation is a face-to-face encounter where people come together with opposing opinions, perspectives, or ideas to scrutinize or compare them. 2. Establish Common Ground Establish an acceptable common definition of the problem (Johnson & Johnson, 2012). Such a definition should make neither you nor your opponent defensive or resistant to working out a mutually agreeable compromise 3 Emphasize the Importance of communication 4 Emphasize Your Willingness to Cooperate. 5 Empathize with Your Opponent's Perspective. 6 Evaluate Both Your Own and Your Opponent's Motivation to Address the Conflict 7 Come to Some Mutually Satisfactory Agreement.

How do you generally respond in conflictual situations? How do you view your personal style for addressing conflict? It might be some blend of the styles mentioned in the text. Reviewing the steps in conflict resolution, how did you do in that regard?

1. Apathy. Albrecht describes this as the "DILLIGAD" syndrome, or "Do I Look Like I Give a Damn?"—à la comic George Carlin (p. 15). In other words, it's easy for staff members to focus on getting their jobs over with so that they can go home and live their own lives. Apathy involves boredom with customer interactions and almost total lack of concern regarding the quality, usefulness, or effectiveness of the service provided. 2. Brush-off. This consists of getting rid of the customer by passing the buck and doing the smallest amount of work feasible. For example, a staff member might tell a customer that he can't answer her questions accurately and send her off to another department, probably on a wild goose chase. 3. Coldness. This "kind of chilly hostility, curtness, unfriendliness, inconsiderateness, or impatience" is intended to convey to the customer, "You're a nuisance; please go away" (p. 15). It is difficult to maintain a warm, interested interpersonal stance every minute of the day. Some customers may be hostile, feisty, or demanding, on the one hand. On the other, you as a worker may be tired, fed up, or disgusted. 4.Condescension. Treating customers with a disdainful, patronizing attitude implies that you as the worker are more knowledgeable and, essentially, better than the customers are. When you condescend, you treat people as if they're not very bright. It might be characterized by the phrase, "Now don't you worry your stupid little head about it. I know best and I'll take care of everything. Trust me." 5. Robotism. When you treat each customer identically, without changes in facial or verbal expression, or ask the same questions over and over to different customers, you are not responding to individual differences. Such differences don't concern you. Your main intent is to get the job done as fast and efficiently as possible while using as little brain power as possible. 6. Rule Book. If you want to think as little as possible, use the rule book to give the organization's rules and regulations absolute precedence. "Go by the book" totally and completely without any hint of compromise. I once called a weight-control clinic for information on exercising and maintaining my weight. A young woman answered the phone, obviously reading a boilerplate blurb about losing weight at the clinic. I asked her if the clinic also helped people maintain their current weight, not lose anymore. She answered by rereading the identical blurb she just had read to me. I asked her the same question two more times, after which she repeated the same blurb. Finally, exasperated, I said, "Can't you think for yourself or what?" and abruptly hung up. Although this situation does not reflect a social work context, it does exemplify the sin of rule book. The young woman answering the phone apparently was instructed to read her blurb and not say anything else. Consequently, trying to get any help from her (in this case, information) was totally useless and frustrating. 7. Runaround. Stalling customers is a common sin. Workers tell a customer to call someone else for the information first, or to go to Window 217 and fill out the appropriate 22-page form. Runaround entails using as little of your own time as possible, on the one hand, and wasting the customer's time, on the other.

Identify and describe five of the "seven sins of service" organizations commonly commit.

T

In the social work field, men are promoted generally more quickly than women.

F

It is helpful to think of bureaucratic systems as if they have human personalities.

T

Stewardship in a servant leader is the condition and act of caring for the basic daily needs of others.

These include vagueness of goals, vagueness of process, impersonal behavior, lack of rewards and recognition, agency policy and worker discretion, and traditions and unwritten rules.

List and define four problems frequently encountered by social service organizations. How would you deal with each of them?

1. you have the right to express your ideas and opinions openly and honestly. 2. You have the right to be wrong. 3. You have the right to direct and govern your own life. In other words, you have the right to be responsible for yourself. 4. you have the right to stand up for yourself without unwarranted anxiety and make choices that are good for you. 5. You have the right not to be liked by everyone. (Do you like everyone you know?) 6. You have the right, on the one hand, to make requests and, on the other, to refuse them without feeling guilty. 7. You have the right to ask for information if you need it. 8. you have the right to decide not to exercise your assertive rights.

List six of the eight assertive rights that each of us has as stated in the text.

T

Management style provides clues to organizational behaviors.

T

Much of what social workers do is not recognized, so they must learn ways to reinforce themselves.

T

Nonassertiveness can build into aggressiveness

F

One guideline for conflict resolution is to get started on it right away when you are angry.

F

One of the core values that characterize a caring organization is quality control.

F

Participative leadership involves letting employees know precisely what is expected of them, giving them specific guidelines for performing tasks, and making sure that people follow standard rules.

T

Servant leadership emphasizes that leaders should take care of their followers and nurture them.

T

The essence of TQM is "ask your customers what they want; then give it to them."

T

The parable of the boiled frog is one of the learning disabilities that may occur in organizations.

Excessive staff collaboration

There are three common barriers to client empowerment in agencies. Which is NOT one of them?

Servant leadership is a leadership style based on simultaneously meeting the needs and goals of employees while meeting the goals of the organization. Servant leaders lead from positions of moral influence, not power, and are very follower-centered

What are the pros and cons of servant leadership? To what extent would you feel comfortable either being an employee or a manager in an organization employing servant leadership principles?

When they have clear authority to implement their decisions

When are teams most effective and empowered?

Warrior

When coping with bureaucracies that do not enhance organizational effectiveness, a helping professional who campaigns to destroy and malign the system is nicknamed The ________.

Participative

Which leadership style involves consulting employees for their suggestions and input before making decisions?

Condescension

Which of the "seven sins of service" might be characterized by the phrase "Now don't worry your silly little head about it—trust me"?

The formal health care system, though they avoid it if at all possible

Which of the following accurately describes a value inherent in Asian and Pacific Islander (API) culture?

Hindsight

Which of the following is NOT a characteristic of a good servant leader?

Top-down management style

Which of the following is NOT a concept of total quality management?

Showing respect for medical personnel

Which of the following is NOT a conflict inherent between the current US health care system and Asian and Pacific Islander culture?

Express procedures and written rules for common situations

Which of the following is NOT an internal problem or issue plaguing social service agencies?

Constructing a culture of learning

Which of the following new approaches to management involves helping the staff to feel connected and supportive of one another, which creates a strong, cohesive force in achieving organizational goals?

Some organizational environments are continuously conflict-free.

Which of the following statement regarding conflict and its resolution is FALSE?

Helping professionals believe bureaucracies should personalize services to each client and convey to them that "you count as a person," while bureaucracies are highly depersonalized systems in which clients (and employees) do not count as persons but are only tiny components of a mammoth system

Which of the following statements accurately describes the value discrepancies between helping professionals and bureaucrats?

They are rarely concerned with how employees feel about their jobs.

Which of the following statements accurately describes traditional bureaucracies?

Filial piety

Which of the following value dimensions in Asian and Pacific Islander culture refers to a devotion to and compliance with parental and familial authority, to the point of sacrificing individual desires and ambitions?

Set a quota for women leaders within the organization.

Which of the following was NOT a suggestion for empowering women as organizational leaders?