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40 Cards in this Set

  • Front
  • Back
o Leadership Measure Model
focused visionary, supporting change, communication, visible presence
o Revised Quality Leadership Practice Model
focused visionary- strategic management, supporting change-process management effective communication- human resources- satisfaction
o Level 5 leader
focuses on the who…. Then the what
o Kotters 8 Step Model
 Create a sense of urgency
 Form a powerful coalition
 Create a vision for change
o Severant Leadership
 Empathy
 Awareness
 Stewardship
 Building a community
 Empowerment
 Valuing people
 Display authenticity
o Transformational Leadership 4 components
• Charisma or idealized influence
• Inspirational motivation
• Intellectual stimulation
• Individualized consideration
 What is change
• Normally involves some threat, real or perceived of personal loss for those involved
 Reality of Change
• Change in business is natural and good
• People’s reaction to change is unpredictable and irrational
• Nothing has greater potential to cause failures or loss of production thean change
• Empowerment-
increasing the spiritual, social, or economic strength of individuals and communities
• Communication
creating a climate of sharing information
management by walking around- form the basis of an open corporate culture
• Problems with visible presence
employees may suspect that MBWA is an excuse for managers to spy, administrator may fear they don’t understand the employee’s tasks or health conditions of residents, walking around for the wrong reasons
o Authoritative
is used when leaders tell their employees what they want done and how they want it accomplished without getting the advice of their followers
o Participative
involves the leader including one or more employees in the decision making process
allows the employees to make the decision
o Profit-
stakeholders, investment, types small owner, regional, national
o Non-profit
governance, board, mission, types community based, religious based, independent or multisite organization
o Government-
citizenry representatives
• Understand the different types of power
o Legitimate
o Reward
o Coercive
o Expert
o Referent
• Know the different things that create conflict in health care settings
o Economic
o Structural
o Cultural
o Social
o Psychological
o The most prominent source of conflict is derived from a lack of resources
• Review the different types of conflict resolution and bargaining strategies
o Conflict Resolution
 Negotiation
 Counseling
 Mediation
 Diplomacy
 Advocacy
 Community building
 Prayer
 Soft Bargaining
based on the development of relationships during the negotiation process as opposed to the emphasis on issues or points of conflict- may be appropriate in negotiations that do not have significant consequences for the parties involved
 Hard Bargaining
based on minimizing the importance of the relationships for the importance of the issue- the negotiator can take advantage of strength in the face of weakness to impose an agreement- well suited for short term relationships or where there are multiple alternative negotiations available
 Tit-for-Tat Bargaining
works from a sense of fairness, giving an incremental concession to the other party in exchange for a similar concession, allows both sides to build a trust relationship during the course of the negotiation
 Marketing
the process or technique of promoting, selling, and distributing a product or service
 Selling
cause or promote the sale of a product or service
 Marketing Penetration
company enters the market for a product that already exists
 Marketing Expansion
company moves to expand the products it sells
o What are some of the target marketing groups in health care
 Adult Children
 Women 40 +
o Describe the administrative role in marketing
 Presence
 Coordinating
 Spokesperson
 Support
o What is the relevance of the 4 P’s in health care
 Product
 Price
 Place
 Promotion
o What is TOMA and why is it important in health care
 Top of Mind Awareness
 It is important because you want your building to be the first place people think of when they think long term care so that they are more aware and know about you and your building
o What is the fastest growing segment of internet users
 Baby Boomers
o Where does it go fundraising
 Religion 33%
 Education 13%
 Health 7%
 Human services 9%
 Gifts to foundations 10%
 Art and humanities 4%
 Public/social benefits 8%
o Where does it come from (
individuals 75%
 Bequests (from someone’s estate) 7%
 Corporations 5%
 Foundations 13% specific giving criteria
 Philanthropy
make life better for others
 Development
developing relationships satisfaction, recognition, tax benefit
o Best session content at LeadingAge-WI
 Sales and Marketing
• Really stressed the importance of having events at your building to attract potential customers and then the importance of follow up
o What did you learn from Anne Montgomery’s pre-banquet session
 Improve quality of care- reduce antipsychotics
 Home and community based services
 Touched on health care reform act
 Reorganization going on- children and aged not fighting over services
 Combining some agencies- parents with disabled children
 Being legislatively connected
o Know what the triple bottom line is and it’s outcomes (
(Financial, Employee Satisfaction, and Customer Service)