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26 Cards in this Set
- Front
- Back
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Management techniques
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· Energize
· Empower · Include the individuals who will be involved/affected in the decision making process (there will be dissent) · Provide support · Communicate · Accountablity · Expect them to complete the task in the time frame allotted (but give them feedback, support) · Be consistent · Know your own weakness |
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Managerial Functions 5 basic functions any manager
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1. Planning-defining goals and objectives, strategies, budgeting, P&P’s
2. Organizing-organization structure, responsibility and authority relationships, position description, assignment of tasks, allocation of resources 3. Directing/Coordination-motivate, delegate, resolve conflict, purpose 4. Controlling-monitoring, feedback, corrective action, performance standards, reporting systems 5. Staffing-recruiting, hiring, performance, salary evaluations |
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Types of Plans
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• Strategic – organization is doing the right things now and in the future (long terms 5-20 years) – some are flexible, considers strengths/weaknesses, external/internal environment
• Operational – ensure that the organization is prepared to perform immediate tasks & objectives to meet goals and strategies of an organization (short term 1-5 years) • Business – determine feasibility of specific business or program (short term 1-5 years) • Resource – ensures resources necessary to achieve goals and strategy of an organization (midterm 1-10 years) • Organizational – ensure that an organization is organized appropriately to meet challenges of the future (midterm 1-10 years) – flat, wide, deep, evolving • Contingency – provide a fallback option or direction if the original strategy of the organization fails (short to long 1-20 years) |
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Quality outcomes
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§ Decreasing use of resources
§ Save money § Increase pts. control (being responsive to pts.) § Increasing patients knowledge § Increasing compliance § Increasing satisfaction § Improve quality of life |
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Resources (in descending order)
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· People (the MOST IMPORTANT resource)
· Technology · Money · Time · Material |
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· MANAGEMENT BY OBJECTIVES
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• Establish your goal(s).
• Determine your objective(s); be very specific. • Establish a strategy, tactics and action plan (STAP) to achieve your objective. • Establish end-points and measure. • Take corrective action if needed. • Measure again. |
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· Crucial conversations
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· Be candid but create SAFETY
· Share and do not withhold information, create dialogue · Identify what you want · Step out when the going gets tough |
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· Goals of Dialogue
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· Learn something from it
· Finding the truth · To produce a result, or a compromise · Should strengthen relationship |
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Time Management Techniques
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1. Self-Reflection
2. Establish your Objectives 3. Establish an Action Plan a. Prioritize your Tasks b. Schedule your Tasks 4. Do It ! 5. Monitor progress/Review (How are you going to keep track of all this?) 6. Revise/Modify your Action Plan PRN |
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**Barriers to Planning
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· Insufficient time for planning; or makes a plan that is not realistic
· Interpersonal conflicts and resistance to change (natural inclination for people who are comfortable doing what they are doing not to want to change) · Lack of planning skills (remember to hire people who compensate for your lack of skills) · Insufficient future considerations (look far into the future!) · Constantly changing environment (technology, insurance, etc.) · Lack of resources to implement the change · Failure to monitor progress · Lack of executive support |
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Limitations to planning
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· Planning to some degree is guesswork
· It is only as good as the info and data used in the planning · Planning is NOT equal to action · Continuous process, it never stops |
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What is SWOT analysis?
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· Strength, Weaknesses, Opportunity and Threat
· Evaluating the internal strengths and weaknesses of the organization & the external opportunities and threats to the organization. |
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Customer Service
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o Solving problems with no aggravations
o Solving problems promptly—be responsive! o Staffing with people who are informed—employees need to know what they are doing o Providing people with empowerment—can’t do it all by yourself! Allow people to do what they do best o When you make others successful, you will also become successful o Treating folks with dignity and empathy o Correcting mistakes…… |
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· How do you become influential?
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o Create relationships, be helpful so they are successful
o Know your “stuff” o Make presentations o Be truthful o Be consistent o Where applicable, always focus on the patient |
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· Creating recognition and credibility
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○ Understand the “Big Picture” (objectives and pressures of executives)
○ Be recognized as a “leader” ○ Build strong relationships and alliances ○ Make yourself indispensable ○ Gain reputation as a disciplined operator ○ Quantify results ○ Proactively demonstrate the return on projects ○ Be skilled at negotiating ○ Skilled proposal/presentation • Professional • Thorough • Crisp • Executive Summary |
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· Return on Investment
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o Financial
o FTE’s o Retention of pharmacists o Recruitment o Decreased LOS o Increased revenue o Decreased costs |
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· How do you introduce change
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Visions create the opportunity to change
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Mission
Goal Objective Strategy Tactic Action Plan |
· Mission
○ Very broad, purpose, duty, a calling · Goal ○ An objective that is long term with no specific time frame · Objective ○ A specific aim or goal with a time frame for completion · Strategy ○ A plan that take into account the internal and external environment · Tactic ○ Mobilizing, arranging or maneuvering resources to achieve the strategy · Action plan ○ A sequence of steps, with time frames and assignment to achieve an objective ○ Steps must be specific ○ Each step must have an end-point ○ Each step must ID who will perform |
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· Was your plan successful?
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○ Each step must have an end-point
○ Measure ○ Take corrective action ○ Measure again |
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common management mistakes.
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1. Micromanaging
2. Being unavailable or too available 3. Setting poor examples 4. Not thinking things through or switching gears 5. Posturing to look good instead of working to get the job done 6. Failing to seek input from staff 7. Treating everyone the same 8. Giving special treatment 9. Not providing training 10. Confusing a manager’s role with being a friend. |
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Decisions under the purview of operations management
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1. Managing quality
2. Process strategies 3. Location strategies 4. Layout strategies 5. Human resources 6. Scheduling 7. Supply chain management 8. Inventory management 9. Maintenance 10. Designing goods and services |
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5 principles for establishing a valid objective
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Specific, Measurable, Achievable, Realistic and Timed.
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Types of Plans
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1. Strategic
2. Operational 3. Business 4. Resources 5. Organizational 6. Contingency |
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Stress Management Techniques
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1. Organizational
a. Problem identification b. Design and implement interventions c. Continuous evaluation of interventions 2. Individual a. Problem focused coping b. Support from family/friends c. Meditation/Relaxation d. Biofeedback e. Exercise |
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Unhealthy goals
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• Be right
• Look good or save face • Keep the peace • Win • Punish or blame • Avoid conflict |
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Principles of delegating
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Individual must have:
- Skills and desire - Clear in what you expect - Provide end point - Have update meetings (monitor progress) - Provide authority with responsibility - Help person be successful! |
