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50 Cards in this Set
- Front
- Back
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What are the 4 resolution tactics?
(Exam Question - "Which of the following resolution tactics would be the best approach?") |
1) Take no immediate action
2) Provide support to help others resolve the conflict 3) Mediate 4) Take charge |
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*When there are differing viewpoints exist but people are still pursuing and achieving common goals - what resolution tactic should you use?
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Take no immediate action
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When differences escalate but at least one part is enthusiastic about reaching resolution - what resolution tactic should you use?
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Take no immediate action
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When the conflict hasn't affected productivity or morale - what resolution tactic should you use?
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Take no immediate action
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When you see positive progress even though different viewpoints are evident - what resolution tactic should you use?
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Take no immediate action
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*When there are differing viewpoints that are slowing progress, decreasing morale, and straining relationships - what resolution tactic should you use?
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Provide support
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When someone asks you for help handling a disagreement - what resolution tactic should you use?
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Provide support
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When the parties involved are capable of resolving the conflict, but are not taking steps to do so - what resolution tactic should you use?
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Provide support
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When the people involved are at a stalemate - what resolution tactic should you use?
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Mediate
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When the conflict is beginning to affect others' productivity and morale and you do not think the people involved will work it out - what resolution tactic should you use?
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Mediate
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When providing support didn't work and the situation is escalating - what resolution tactic should you use?
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Mediate
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*When the conflict threatens people's physical or emotional well-being - what resolution tactic should you use?
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Take charge
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When conflict is affecting several people and taking a heavy toll on productivity and morale - what resolution tactic should you use?
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Take charge
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When providing support and mediating have failed - what resolution tactic should you use?
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Take charge
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What are the 5 parts to the interaction process?
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Open - Clarify - Develop - Agree - Close
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What are the 5 core communication skills?
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Esteem
Empathy Involvement Share Support |
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*What is the term for "a general agreement that the entire group is committed to supporting and carrying out"?
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Consensus
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What are the 4 criteria of consensus builders?
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Great listeners
Great compromisers Highly creative Quick thinkers |
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What are 7 techniques for building consensus?
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1) Check your goal
2) List reduction 3) Show your cards 4) Criteria screen 5) Impact/effort grid 6) Balance sheet 7) Weighted voting |
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A SWOT analysis is a systematic assessment of what?
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Internal strengths & weaknesses
External opportunities & threats |
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Give an example listed on the slides of a SWOT strength
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*Motivated personnel
*Management interested in new revenue sources |
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Give an example listed on the slides of a SWOT weakness
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*Personnel have no special training
*Limited development capital *Poor relationship with local prescribers |
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Give an example listed on the slides of a SWOT opportunity
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*Many patients smoke
*Physicians in area not working with other pharmacies *New legislation allowing pharmacists to vaccinate |
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Give an example listed in the slides of a SWOT threat?
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*Several competing pharmacies in the area
*If people quit smoking (tobacco sales will decline) |
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Who pioneered disruptive innovation? How? When?
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Clayton Christensen
Disc drives in the 1970s-1980s |
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Which parts of a SWOT analysis are internal factors?
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Strengths
Weaknesses |
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Which parts of a SWOT analysis are external factors?
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Opportunities
Threats |
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The "Job Shift" by William Bridges notes the shift from the concept of _______ and _______ to _______
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Shift from the concept of "JOBS" and "ASSIGNMENTS" to "GETTING WORK DONE"
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What do we start with for innovation?
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Creative idea
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What are some examples of creative thinking techniques? (2)
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Escape the obvious
What would someone else say? |
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What are the 4 major skills for innovation?
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1) Creator
2) Advancer 3) Refiner 4) Executor |
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A person with the following characteristics would have what innovation skill?
Consistently has new ideas and concepts Loves the process of innovation Doesn't perceive thinking "outside the box" as risky Able to see the "big picture" Can see past barriers Most common of 4 roles |
Creator role
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A person with the following characteristics would have what innovation skill?
Takes new idea and places it into familiar context Likes to "promote" new ideas Enthusiastic supporter of new ideas Excel in moving idea along Takes ideas and runs with them Least common of the 4 roles |
Advancer role
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A person with the following characteristics would have what innovation skill?
Plays the role of "devil's advocate" Forces you to clarify points and identify problems early in the process Thinks concepts through Resists initial enthusiasm Explores options and alternatives Third most common of the 4 roles |
Refiner role
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A person with the following characteristics would have what innovation skill?
Carries out the idea Proceeds in an orderly manner Pays attention to detail Great at follow-up Second most common of the 4 roles |
Executor role
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What is the term for the individual with all four innovative traits in equal proportion?
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Facilitator role
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The team innovation process (the Z process) goes in what order?
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Creator - Advancer - Refiner - Executor
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What are some important documents for a community pharmacy practice site? (3)
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Collaborative practice agreement
Business/operating plan Clinical protocols |
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What document spells out the legal issues between providers (pharmacists and physicians), defines the boundaries of care, and determines how health care will be monitored?
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Collaborative practice agreement
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What document defines the financial arrangements of a community pharmacy practice site?
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Business/operating plan
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What document details the specific procedures as to how (health) care will be provided?
From a patient care perspective, these are the most important documents |
Clinical protocols
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What term is defined as "the process of exchanging something of value, usually money, for something you need or want"?
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Marketing
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What are the 4 key concepts of marketing?
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Needs
Want/demand Value Satisfaction |
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In regards to marketing, what does TOMA stand for?
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Top of Mind Awareness
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What are the 2 things we want people to think about marketing our goods/services?
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1) Want to be thought of first
2) Want to be thought of favorably |
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In marketing, businesses take on one of two orientations - what are they?
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Marketing orientation (create a product to satisfy a demand)
Product orients (you have an item you want to sell) |
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When Nike says, "We sell shoes," what type of marketing orientation is that?
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Product-oriented
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When Wal-Mart says, "We deliver low prices every day," what type of marketing orientation is that?
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Market-oriented
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In marketing, what are the 4 P's?
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Price
Place Product Promotion |
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In marketing, what are the 4 I's?
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Intangible
Inseparable not Inventory Individualized |
