P3-Management Final Packet 1-5

Front 1

define conflict

Back 1

durr
disagree
ppl's concerns are incompatable

Front 2

managers spend what % of time dealing with conflicts

Back 2

18-26%

Front 3

5 types of conflict

Back 3

relationship
data
structual
interest
value

Front 4

whats relationship conflict

Back 4

misperception or stereotypes

poor communication

Front 5

whats data conflict

Back 5

lack of info or misinfo

interept info wrong

Front 6

structural conflict

Back 6

limited physical resources, time or company changes

forces outside of fight

Front 7

interest conflict

Back 7

differences in interests=fighting

manager-wants higher rx sales-cause more bonus

rx manager-wants more flu shots-higher bonus

Front 8

value conflict

Back 8

difference in ideology, religion

forcing views onto others

pharmacy wants to adv flu shots at register-tech at reg thinks flu shots=autism

Front 9

what are 6 major causes of conflict

Back 9

1-poor communication
2-unclear guidelines
3-lack of clear jurisdiction
4-operational/staffing changes
5-ppl/grp conflics in interest
6-disagreement cuz attitude

Front 10

what is thomas-Kilmann conflict mode instrument

Back 10

questionaire
-chose 1 of 2 answers to how u would handle problem

describes 5 modes of handling conflict

tells indiv. perferred mode

Front 11

2 themes in conflict behavior
-assertiveness
-cooperativeness
define each

Back 11

assertive-satisfy own concerns

cooperative-statisfy others concerns

Front 12

what are the 5 conflict-handling models?

what do they depend on?

Back 12

depend on assertiveness and cooperation

1-competing
2-collaberation
3-compromising
4-avoiding
5-accomodating

Front 13

5 conflict handling modes
describe competing

Back 13

assertive but uncooperative
-power oriented
-satisfy owns goals at others expense

use when-unpop. routes need ot be done-cost cutting

Front 14

5 conflict handling modes
describe collaborating

Back 14

assertive + cooperative

satisfies both concerns-own + other

use when-concerns of 2 paties too important for compromise

Front 15

5 conflict handling modes
compromising

Back 15

partially assertive + cooperative

use when-time constraints call for solution now
discussion stalled

Front 16

5 conflict handling modes
Avoiding

Back 16

unassertive and uncooperative

satisfying neither needs

use when- issuenot relevant/unimportant, disruption > benefits of resolution

Front 17

5 conflict handling modes
accommodating

Back 17

unassertive, but cooperative

use when-others r right
harmony important

Front 18

5 stages of conflict
what are they

Back 18

conflict situation->awarness of it-> realizing manifestion of it->resolution of it-> after-effects of conflict situt.

Front 19

conflict management
-tips for prevention?

Back 19

intiate structual changes-change schedule of ppl fighting

act as mediator

respose can make better or create more problems

Front 20

conflict management
decreases?
increases?

Back 20

dec- complaints, turnover, lost time, personalizing conflict

up-productivity

Front 21

Customer Service
steiber + krowinski said?

liao and scott said?

Back 21

SK-said dissatisfied pts only complain 4%(bullshit)

LS- bad service- tell 20ppl
good service-tells only 5 ppl

Front 22

characteristics of services

Back 22

cust. is participant in service process

services- made + consumed at same time(can't store so need to anticipate)
-are perishable
-location dictated by customer(convience is key)

Front 23

more characteristics of services

Back 23

labor intensive(counseling, MTM)

standardization is hard(MTM is diff for each pt)

-intangable(hudgement + cognitive services)

Front 24

good cust service includes?

Back 24

starts with acknowledgement

solving pt problems with no hassle + quickly

empowering employees to fix mistakes

treat pt with dig, resp, empathy blah blah

Front 25

service encounter
define whos involved
AKA?

Back 25

intxn with service org, staff and pt

"moment of truth"

examples-dropping off/picking up rx, drive-thru, phone call, wait time

Front 26

what are benefits of empowered employees

Back 26

quicker service/ response to dissatisfied pt's

employees happier bout their jobs/themselves

employees r source of innovation

neiman markus example

Front 27

5 standards for evaluating services

Back 27

1-reliability-most highky values-ready when ready

2-responsiveness-prompt service/acknowledge pt

3-assurance-convey trust

4-empathy-caring attention

5-tangibles- appearance of facility/equipment

Front 28

how to measure quality of service

Back 28

QOS= expecations - perceptions

Front 29

zone of tolerance

Back 29

center->outside

accuracy->professionalism->courtiousness->wait time

Front 30

the zone of tolerance is the difference between?

Back 30

adequate and desired

Front 31

zone of tolerance
what is smaller than professionalism

Back 31

in stock-many pt's will not accept this

Front 32

customer service failures

Back 32

rude employees, bad service

out of stock, not ready, no refills

disp errors- carastrophic- 4 days in hosp up to death

noncat-less than 4 days in hosp.

Front 33

Ben Kolb Case

what happened

Back 33

in Martin County, FL

doc used epi instead of lidocaine-pt died

hospit-confiscated equipment and did investigation, apologized, and financially compensated, rewrote policies to prevent-family accepted, and hugged doctor even

Front 34

Service recovery
what is it

Back 34

saving face basically

is done thru a fair resolution of pt's problems-metting their pscyhological and tangible needs

Front 35

service recovery

an example of psychological need

an example of tangible need

Back 35

psych-apology, understanding what happened

tang-GC's, or no charge

Front 36

Service recovery
steps involved

Back 36

no clear cut way, cuz diff in serverity

1-responsibility/address problem(dont pass blame)

2-apology

3-empathy about problem

4-fig out what went wrong + F/U w pt

5- fix problem

6-compensation(tang)
7-F/U w person in power

Front 37

D. Tipton study 2000

what resulted from study

Back 37

looked to see how ppl want to be compensated when error occured

4 out of top5 were psychological
1-22%apology
2-compensation(11%)

Front 38

D. Tipton Study 2000

once handled correctly, what would pt do after?

Back 38

60% said they would patronize pharmacy still

zero would take legal action

Front 39

Service recovery paradox

what does it mean

Back 39

error occurs, handle correctly-pt views you even higher than before

Front 40

service recovery paradox

liao study-

kelly,hoff,davis study-

Back 40

liao-poss to increase satisfaction to above prefuckup when good recovery

K,H,D-good recovery=70% rentention of pt's

Front 41

permit requirements

Back 41

consultant of record or prescription manager

no prof expertise required-but requires pharmacist or consultant for this respons.

Front 42

what is a corporate shield

Back 42

if corps fuck up, can file bankruptcy, dissolve and open up again under a new name

we pharmacists fuck up, lose license and live with it forevvveeerrrrrrr

Front 43

what is SB 1986:HB7095

Back 43

new accountability bill

ties corporate ppl to their actions-some accountability for things like pill mills

Front 44

Professional oversight

PDM responabilities?

COR respons?

Pharmacist respons?

Back 44

Rx Depart. Manager-inspection readiness, general + site spec. compliance

Consultant of Record-same as above

pharmacist-practive standards, med control

Front 45

PDM specific resposibilities

Back 45

# of locations-limits

CQI programs

policies/procedures-tech training

record keeping-permits, meds

automation-more responb here

closing-store going under

Front 46

Consultant of Record
various practice settings

Back 46

hospital-Instit. II

long term care-Instit. I, modified II

Front 47

Consultant of Record
Compliance

Back 47

permit records, inspections, policy
med records, security, formulary

monthly reports

Front 48

Good News/Bad News of pharmacy

Back 48

good-we are in demand
bad-but we are responsible when shit goes down

Front 49

opportunities of pharmacy

Back 49

new/innovative practices

own practice/niche/compounding

accountable care orgs

specialty opportunities

Front 50

pit falls of pharmacy

Back 50

pill mills
medicare fraud
counterfeir medications-cause of shortages

Front 51

Tools for success

Back 51

know the law-consultant cert., proff association participation

embrace mngmt skills-automation, effective delegation

organize inspection materials

communicate with all involved

do scheduled dry runs

Front 52

what is most valuable resource we have?

Back 52

time

Front 53

time management is about managing what?

Back 53

yourself, not time

Front 54

Time management
common myths/pittfalls

Back 54

"I don't have time"-if u want to do it, u would have time for it

"too busy"-spinning wheels, need to say no

"need time to focus"-can u multi-task

"im a perfectionist"-rx demands this, but prioritize time

Front 55

Time Management Theories
Peter Drucker-practice of Management

Back 55

4 suggestions to help
1-find how u spend time now(baseline)
2-what does/doesn't need to be done(filter)
3-Delegate work
4-Stop wasting others time

Front 56

Time Management Theories
Time management Matrix

Back 56

stephen covey-7 habits of effective ppl

Quadrnt I-Import/urgent
for crises+deadlines

QII-Import/not urgent
relationship building, strategy, planning

QIII-Not important/Urgent
meetings, reports, interruptions

QIV-NOTimport/NOT urgent
trivial+busy work, calls, emails

Front 57

Time Management Theories
time management from inside out

describes what?
4 phases?

Back 57

by Julie Morgenstern

time+ space=storage unity with definite capacity u can reach

1-lay foundation-create system for u
2-analyze-define goal/preferences
3-strategize-map schedule
4-Attack!!!-action

Front 58

Personal Time management
4 different style?

Back 58

leader-value getting job done+moving on-good at quick decisions-James...ok n Craig

analytics-get job done with precision/accuracy-use facts, systemic, detail oriented-Ally

relaters-getting along with others(can't say no, slow decision makers-Jeffie)

entertainers-variety/flexibility(innovators, no schedules)-Alicia

Front 59

SMART
acryonm for

Back 59

specific, measurable, achievable, relaistic, timed
POINTLESS

Front 60

Personal Time Management
Steps

Back 60

organize
-sort tasks
-master list
-prioritize list
-schedule tasks
Take action
Review/Revise/Modify

Front 61

Pharmacy practive
reactive or proactive

when to multitask/not to

Back 61

work is reactive
school is proactive

don't multitask when verifiying Rx

stay in control at all times

Front 62

define
total income

adjusted gross income(AGI)

Taxable Income

Back 62

Total income-total of all sources of income-dividends,wages

AGI-total income - adjustments(traditional IRA, student loans)

Taxable Income- AGI - deductions and exemptions

Front 63

Fedaral taxes:
if making 100k, which bracket are we in?

FICA tax is how much

Back 63

28%

FICA-7.5%-owner pays other 7.5%

Front 64

Example
we make 110K
how much is fed tax taken out?
stand deduction of 5,800

Back 64

110,000-5800=104,200

then 28% of 104,200, so fed taxes are 22,793

fica is 8,415......GRAND TOTAL of 31,208 in taxes!

Front 65

Student loans
if >75K single or >150K married, how much can you deduct

Back 65

if making this much, student loan interest is not tax deductible

Front 66

if making <60K, how much can u deduct

Back 66

student loan interest will be eligible for 2,500 per year in deductions

Front 67

student loan consolidation

adv vs disadv

Back 67

adv-lock in fixed interest rate
one month payment

disadv-effects deferment and loan forgiveness
may result in higher interest in long run

Front 68

2 strategies for short term and long term financial goals

Back 68

budgeting and financial plans

Front 69

examples of liquid assets?

emergency reserves should last how long

Back 69

assets-checking/savings acount, CD's, bonds, mattress money

should last 3 to 6 months of living expenses

Front 70

a dollar today is worth more or less in the future?

Back 70

more, because it can gain interest

yea but prolly equals inflation

Front 71

define:
simple interest
compound interest

Back 71

simple-interest from principal, does not include more than 1 period

compound-interest from initial princip. and accumulated interest

Front 72

define:
risk

Back 72

chance actual return will be different from epected return

quantifiable

Front 73

what are 2 basic sources of risk

Back 73

changing economic times-inflation, business cycle, interest-rate risk

changing conditions of security issuer-management risk, business risk, financial risk

Front 74

define:
risk tolerance

Back 74

the degree of risk or potential loss can be accepted in any investment

Front 75

expected risk vs expected return graph

line = what

Back 75

y axis-expected return
x axis-expected risk

risk tolerance=slope of line

Front 76

expected risk vs expected return graph

from bottom left of line to top right of line-examples

Back 76

cash->bonds->property->equity

Front 77

strategies to reduce risk

Back 77

diversification-invest in variety to spread risk

dollar cost averaging-minimizing effects of market fluctuations-buying at reg. times without regard to market price

Front 78

ovelap in diversification

Back 78

even if invested in diff things example-S+P, mutual funds-some of this overlaps so you may not be diversified

Front 79

more strategies of reduce risk

Back 79

research before investment

financial planner

asset allocation-balance liquid + nonliquid
-buy different within class-municipal bond and corp bond
-buy diff classes-stocks, bonds

Front 80

examples of retirement plans

Back 80

IRAs-trad and Roth
401K, 403B
Annuities
Universal Life Insurance

Front 81

IRA vs Roth IRA

Back 81

IRA-indiv retirement account
-tax deffered, till pull out
max 5K/year put in

Roth IRA-nondeductable but grows tax free if held >5 years
penalty if pulled out before 59.5
max 5K/year

Front 82

401K and 403B

Back 82

both are plans to make pretax contrib. from wages to plan that is then invested

adv-many companies match investment
-contributions build tax free till withdrawl

403-for nonprofit orgs and teachers

limited to 16,500 in 2011
17K in 2012
allow catch up contributions if >50

Front 83

pharmacy compensation benefits

Back 83

401K plans
ESOP
ESPP
Stock options
FSA
Deferred compensation

Front 84

ESOP
employee stock ownership plans

Back 84

assets are invested in stock of employer

seniority-acquire more right to shares in account aka Vesting

Front 85

ESPP
employee stock purchase plans

Back 85

chance to buy stock, thru payroll deduction over 3 to 27 month offering period

discounted up to 15%

feds require must hold stock fro min 12 to 24 months

Front 86

Stock Option Plans

Back 86

contract between company and employee to buy specific amt of companies shares at fixed price in certain period

Front 87

FSA
flexable spending account

Back 87

employer sponsored benefits
lets pt pay for medical expenses + dependent care pretax

adv-reduce income tax, increase disposable income

disadv-must spend within year or will NOT be returned

Front 88

Financial Theories
Modern Portfolio Theory

Back 88

efficient frontier- 50/50 Mix of securities 1 and 2-its a point on a curve of two points

sharpe ratio- draw a line tangent to frontier curve and point of touching is optimal risk

Front 89

define leadership

Back 89

process of individuals influencing groups to achieve common goals

Front 90

what are 3 diff theories of leadership

Back 90

1-Trait theory-leaders are born not made-ex kings

2-Great Event Theory-event brings out leadership-heroism

3-Process Theory-leaders do it by applying skills + knowledge

Front 91

whats most common theory used today?

describe this theory more

Back 91

process leadership

leaders can be observed and learned by anyone

skills,knowledge, attributes make the leader
-despite title,role-you can be a leader
-can be formal/informal

Front 92

4 factors of leaders

Back 92

leader-true understanding who you are, what you know, what u can do

follower-require diff styles

situation-each is diff, use diff styles

communication-lead by 2 way comm, most is nonverbal

Front 93

which factor dermines if leader is successful?

leadership=

Back 93

follower

leadership=leader+follower+ situation+comm.

Front 94

what are the external factors influencing leadership?

Back 94

1) environment-work environment(employees, management, customers)
assigned leadership- title of boss not equal leader

2)culture-"this is how we do it"
developing leader or hiring externally

3) climate-don't want leaders, only followers
do not empower employees

Front 95

Keys to effective leadership

Back 95

1Trustworthy-must be ethical + lead by example
have trust of followers

2)Communicate a vision-help them understand overall strategy
comm ways to achieving goals

Front 96

Leadership Grid

Back 96

y axis-ppl skills
x axis-task skills

country club.............team leader
.........middle of road......
impoverished............authoritarian

Front 97

leadership grid

define each

Back 97

country club-ppl skills, but weak on tasks

team leader-strong on both-this is GOAL

impversihed-weak on both

auth-poor ppl skills, strong on tasks

Front 98

what are 5 points of power

Back 98

Fear
Legitimate-power from title
Relationship
Expert
Reward

Front 99

What are the leadership styles

Back 99

Autocratic or authoratarian

democratic or participative

laissez-faire or delegation

Front 100

describe autocratic or auth.

good for when?
use when?

Back 100

makes decsions independtly

used when u have all info, short time, and/or employees are motivated

use RARELY
employees see as negative-decreases morale

Front 101

Autocratic/Authoratarian
AKA

Back 101

being bossy or micromanager

Front 102

Democratic or Participative

Back 102

slows down decision making, engages others for input, but has final say

use when u have 1 part of info..others have 2nd

use all the time-seen as week/unworthy

Front 103

laissez-Faire or Delegation

Back 103

resp for decision but lets employee make decision
used when total confidence in team

leads to internal conflict-no need for leader
used to wipe hands clean
can build competency in staff

Front 104

Leadership Themes

Back 104

Affiliative-masters of relationship building, ex-country club

transformational-idea ppl who raise employees to new levels

servant-view role to service others in order to achieve full potential-oh, the good ol' days