TOwson AHLT311 quiz 3

QUESTION 1

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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