TOwson AHLT311 quiz 3
QUESTION 1
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Significant causes of workplace conflict are likely to
involve:
unclear expectations, instructions, policies, or guidelines
jealousy over territorial boundaries and responsiblities
differences in compensation and benefits plans among
employee groups
clashes between like-minded strong personalities
0.5 points
QUESTION 2
An effective way to address salary complaints from employees
include:
if pay is tied to evaluation scores, promise the complaining
employee that you will provide a higher score and thus a larger raise next time
show the complaining employees how they stand relative to
others in the department
call your counterparts in other organizations and ask what
they are paying
know exactly how pay increases are determined and know how
to explain this to employees
0.5 points
QUESTION 3
In dealing with a complaint of sexual harassment from an
employee:
counsel the complaining employee to go back to work and let
you know if the harassment occurs again
send the complaing employee to the department of human
resources
ask the accuser to document the complaint in writing with
details of time, place, nature, witnesses, etc.
turn the complaint over to your security department for
investigation
0.5 points
QUESTION 4
According to McConnell, what is the best time to consider
job design changes?
at any time
right after a layoff is concluded
when an employee complains about salary
when the assigned individual is having a difficult time
reaching performance standards
0.5 points
QUESTION 5
With a job-sharing arrangement in which two employees
equally divide a full-time job:
the potential for personnel problems for the supervisor is
lessened
few if any benefits accrue to the organization
the organizations’s cost of employee benefits automatically
decreases
most of the resulting benefits accrue to the employees
sharing the job
0.5 points
QUESTION 6
If it can be employed under the specific circumstances, the
BEST method of getting employees to cooperate with change is:
instruct them in great detail as to what they are required
to do
involve them in determining the form and direction of the
change
convince them that the change is necesssary
describe the change as an unavoidable mandate from above
0.5 points
QUESTION 7
The most numerous and significant barriers to change are
presented by:
lack of top management cooperation and commitment
absence of appropriate, costly technology
human attitudes and behaviors
lack of necessary financial resources
0.5 points
QUESTION 8
In preparing for the implementation of a major change, the
supervisor needs:
a well-defined goal and a plan for implementation
a few new employees who will not be committed to the old
ways
human resources’ input on potential people problems
the backing of higher management in dealing with those who
resist
0.5 points
QUESTION 9
Which of the following statements is TRUE?
All complaints about salaries should be referred to the
payroll section of the finance department
Complaints represent a significant source of feedback from
customers of all kinds
Sexual harassment is less common in healthcare organizations
than in most other working environments
Chronic complainers frequently participate in finding
solutions to the problems they voice
0.5 points
QUESTION 10
Which of the following actions would most likely contribute
to a successful reengineering of a health care system?
Engaging an outside consultant because of internal political
concerns
Spreading out the work over several years to reduce the
short-term costs of reengineering
Taking a conservative approach because people are inherently resistant to change
Concentrating on processes instead of the needs and concerns
of the employees
0.5 points
QUESTION 11
Most mergers of healthcare organizations (HCOs) have
occurred because of
A shortage of qualified medical staff
The declining population in one HCO’s service area
A weakening financial position of one or both HCOs
The desire of one of the involved communities to establish a
regional comprehensive medical center
0.5 points
QUESTION 12
A successfully completed reengineering effort
Results in more time for productive work
Results in staff and supervisory reductions
Combines two or more organizational functions
Creates more levels of supervision within the organization
0.5 points
QUESTION 13
In communicating with employees concerning impending change
convince them that the change is mandated by higher
management or external forces
tell them nothing until you know the entire story
avoid answering questions until you’re sure their questions
are valid
alert your employees as to what is coming and involve them
as early as possible
0.5 points
QUESTION 14
A formal appeal or grievance, carefully pursued to a
conclusion:
Can and often does head off what might become become a
lawsuit
Is ordinarily used only in unionized organizations
Is the costliest means of resolving complaints
can never be resolved without legal action once an employee
decides on this course of action
0.5 points
QUESTION 15
Over-rating a marginal or borderline unsatisfactory employee
gives the person some incentive to keep trying harder
should be done a few times to provide opportunities for
improvement
is sometimes acceptable as the easy way out for an
overworked supervisor
creates a permanent record that can harm the employer if the
person charges discrimination upon termination
0.5 points
QUESTION 16
Which of the following statements is TRUE?
The first step on the path to creation of merged healthcare
organizations is the sharing of clinical employees
Managed care has resulted in the acute-care hospital
becoming the center of the health care system
Reengineering concentrates on present methods with a view
towards making them more efficient
One of the first and most obvious advantages of mergers or
affiliations is increased buying power
0.5 points
QUESTION 17
Which of the following statements about performance
appraisals is TRUE?
It is essential that any workable performance appraisal
system call for a judgment of the employees’ attitudes
Many new supervisors will often mistakenly under-rate
marginal performers in the workplace
Once discussed and signed, a supervisor’s evaluation of an
employee’s performance is the “last word” and the employee can not
file an appeal or grievance
Conducting annual performance appraisals is often not a
favorite activity for supervisors/managers because of its time-consuming nature
0.5 points
QUESTION 18
Which of the following statements is TRUE?
When implementing a major change, employees should be
assured that their jobs will continue to exist
Holding onto established habits makes sense to employees
when their former reward system remains in place
It does little good to try assuring employees that their
concerns about change are normal and will pass
One of the best ways to sell a major change is to point out
that this change is truly different from previous, unsuccessful initiatives
0.5 points
QUESTION 19
All of the following are positive uses for annual
performance evaluations EXCEPT:
To improve performance in the job the person currently holds
To generate a record of deficiencies for future reference
To answer for the employee: How am I going? And how can I do
better?
To give the employee the chance to participate in setting
realistic objectives for the future
0.5 points
QUESTION 20
All of the following are major errors that can derail a
reengineering effort EXCEPT:
Inaction: proclaiming a reengineering effort but continuing
to delay the start
Concentrating on present
processes to make them more efficient
Starting with a single department or division separately
from the entire organization
Engaging an outside consultant to avoid internal political
considerations
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