Why is it of particular importance for the supervisor to identify primarily with management?Relative to customer service, explain why is it suggested that we “under- promise” and “over-deliver”?
questions are based from
Charles R. McConnell, (2014) Umiker’s Management Skills for the New Health Care Supervisor, Sixth Edition. Jones & Bartlett Learning. ISBN-13: 9781449688851
2. Anatomy of Care – Jones and Bartlett Learning ISBN-13: 9780763780234
all questions must be health related
MUST USE CITATIONS FROM MULITPLE RESOURCES FROM THE READING LIST IN MODULES 1-3. At least one per question or (-2) per question if no citation present.
Total Points Points Lost
1 1a. Lists steps for becoming a healthcare supervisor? 2b. How would these be different from other industries? (Chapter 1) 10
2 Why is it of particular importance for the supervisor to identify primarily with management? (Chapter 1) 10
3 Describe how each of the following activities can improve customer service: (Chapter 2)
3A. Position Descriptions
3B. The Recruiting Process
3C. The Selection Process
3D. The Orientation and Training System
3E. Performance Review and Reward Systems
3F. In-service Educational Programs
20
4 Relative to customer service, explain why is it suggested that we “under- promise” and “over-deliver”? Give an example of using this in a customer situation. (Chapter 2) 10
5 Based on the Case: Bending The Break, answer the following question:
How can management solve the problem of having coffee available to your employees and still accomplish the morning break within the allowed time be solved? (Give 3 solutions) (Chapter 6)
10
6 Define what bona fide occupational qualification (BFOQ) means to employment and why it is necessary? Provide 3 examples and why they are a bona fide occupational qualification exception. (Chapter 7) 10
7 What do most of the potential causes of violent behavior have in common? Explain fully (Chapter 12) 10
8 Can a prospective employer legally ask a job candidate about arrests and convictions? Explain your answer. (Chapter 12) 10
9 Based on the Case: The Employee In The Corner, describe in detail what steps should management do in this situation. (Chapter 12)
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