1a) Lists steps someone preparing to become a healthcare supervisor can do to show they are qualified for the position?
1b) How would managing in healthcare be different from other industries?
10
2
Why is it of particular importance for a new manager to identify primarily with other managers/supervisors?
10
3
Describe how each of the following activities can improve customer service:
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
4a) Relative to customer service, explain why is it suggested that we “under- promise” and “over-deliver”?
4b) Give an example using this in a healthcare customer situation.
10
5
Chapter 6
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)
10
6
6a) Define what bona fide occupational qualification (BFOQ) means to employment and why it is necessary?
6b) Provide 3 examples and why they are a bona fide occupational qualification exception.
10
7
What do most of the potential causes of violent behavior have in common? Explain fully.
10
8
8a) Can a prospective employer legally ask a job candidate about arrests and convictions?
8b) Explain your answer.
10
9
12
Based on the Case: The Employee In The Corner, describe in detail what steps should management do in this situation.
Sample Solution