1st exam

questions are based from 

1. 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)