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104 Cards in this Set
- Front
- Back
define conflict
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durr
disagree ppl's concerns are incompatable |
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managers spend what % of time dealing with conflicts
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18-26%
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5 types of conflict
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relationship
data structual interest value |
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whats relationship conflict
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misperception or stereotypes
poor communication |
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whats data conflict
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lack of info or misinfo
interept info wrong |
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structural conflict
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limited physical resources, time or company changes
forces outside of fight |
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interest conflict
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differences in interests=fighting
manager-wants higher rx sales-cause more bonus rx manager-wants more flu shots-higher bonus |
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value conflict
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difference in ideology, religion
forcing views onto others pharmacy wants to adv flu shots at register-tech at reg thinks flu shots=autism |
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what are 6 major causes of conflict
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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 |
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what is thomas-Kilmann conflict mode instrument
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questionaire
-chose 1 of 2 answers to how u would handle problem describes 5 modes of handling conflict tells indiv. perferred mode |
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2 themes in conflict behavior
-assertiveness -cooperativeness define each |
assertive-satisfy own concerns
cooperative-statisfy others concerns |
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what are the 5 conflict-handling models?
what do they depend on? |
depend on assertiveness and cooperation
1-competing 2-collaberation 3-compromising 4-avoiding 5-accomodating |
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5 conflict handling modes
describe competing |
assertive but uncooperative
-power oriented -satisfy owns goals at others expense use when-unpop. routes need ot be done-cost cutting |
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5 conflict handling modes
describe collaborating |
assertive + cooperative
satisfies both concerns-own + other use when-concerns of 2 paties too important for compromise |
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5 conflict handling modes
compromising |
partially assertive + cooperative
use when-time constraints call for solution now discussion stalled |
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5 conflict handling modes
Avoiding |
unassertive and uncooperative
satisfying neither needs use when- issuenot relevant/unimportant, disruption > benefits of resolution |
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5 conflict handling modes
accommodating |
unassertive, but cooperative
use when-others r right harmony important |
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5 stages of conflict
what are they |
conflict situation->awarness of it-> realizing manifestion of it->resolution of it-> after-effects of conflict situt.
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conflict management
-tips for prevention? |
intiate structual changes-change schedule of ppl fighting
act as mediator respose can make better or create more problems |
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conflict management
decreases? increases? |
dec- complaints, turnover, lost time, personalizing conflict
up-productivity |
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Customer Service
steiber + krowinski said? liao and scott said? |
SK-said dissatisfied pts only complain 4%(bullshit)
LS- bad service- tell 20ppl good service-tells only 5 ppl |
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characteristics of services
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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) |
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more characteristics of services
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labor intensive(counseling, MTM)
standardization is hard(MTM is diff for each pt) -intangable(hudgement + cognitive services) |
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good cust service includes?
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starts with acknowledgement
solving pt problems with no hassle + quickly empowering employees to fix mistakes treat pt with dig, resp, empathy blah blah |
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service encounter
define whos involved AKA? |
intxn with service org, staff and pt
"moment of truth" examples-dropping off/picking up rx, drive-thru, phone call, wait time |
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what are benefits of empowered employees
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quicker service/ response to dissatisfied pt's
employees happier bout their jobs/themselves employees r source of innovation neiman markus example |
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5 standards for evaluating services
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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 |
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how to measure quality of service
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QOS= expecations - perceptions
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zone of tolerance
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center->outside
accuracy->professionalism->courtiousness->wait time |
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the zone of tolerance is the difference between?
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adequate and desired
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zone of tolerance
what is smaller than professionalism |
in stock-many pt's will not accept this
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customer service failures
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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. |
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Ben Kolb Case
what happened |
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 |
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Service recovery
what is it |
saving face basically
is done thru a fair resolution of pt's problems-metting their pscyhological and tangible needs |
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service recovery
an example of psychological need an example of tangible need |
psych-apology, understanding what happened
tang-GC's, or no charge |
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Service recovery
steps involved |
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 |
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D. Tipton study 2000
what resulted from study |
looked to see how ppl want to be compensated when error occured
4 out of top5 were psychological 1-22%apology 2-compensation(11%) |
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D. Tipton Study 2000
once handled correctly, what would pt do after? |
60% said they would patronize pharmacy still
zero would take legal action |
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Service recovery paradox
what does it mean |
error occurs, handle correctly-pt views you even higher than before
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service recovery paradox
liao study- kelly,hoff,davis study- |
liao-poss to increase satisfaction to above prefuckup when good recovery
K,H,D-good recovery=70% rentention of pt's |
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permit requirements
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consultant of record or prescription manager
no prof expertise required-but requires pharmacist or consultant for this respons. |
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what is a corporate shield
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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 |
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what is SB 1986:HB7095
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new accountability bill
ties corporate ppl to their actions-some accountability for things like pill mills |
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Professional oversight
PDM responabilities? COR respons? Pharmacist respons? |
Rx Depart. Manager-inspection readiness, general + site spec. compliance
Consultant of Record-same as above pharmacist-practive standards, med control |
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PDM specific resposibilities
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# of locations-limits
CQI programs policies/procedures-tech training record keeping-permits, meds automation-more responb here closing-store going under |
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Consultant of Record
various practice settings |
hospital-Instit. II
long term care-Instit. I, modified II |
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Consultant of Record
Compliance |
permit records, inspections, policy
med records, security, formulary monthly reports |
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Good News/Bad News of pharmacy
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good-we are in demand
bad-but we are responsible when shit goes down |
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opportunities of pharmacy
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new/innovative practices
own practice/niche/compounding accountable care orgs specialty opportunities |
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pit falls of pharmacy
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pill mills
medicare fraud counterfeir medications-cause of shortages |
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Tools for success
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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 |
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what is most valuable resource we have?
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time
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time management is about managing what?
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yourself, not time
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Time management
common myths/pittfalls |
"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 |
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Time Management Theories
Peter Drucker-practice of Management |
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 |
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Time Management Theories
Time management Matrix |
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 |
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Time Management Theories
time management from inside out describes what? 4 phases? |
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 |
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Personal Time management
4 different style? |
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 |
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SMART
acryonm for |
specific, measurable, achievable, relaistic, timed
POINTLESS |
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Personal Time Management
Steps |
organize
-sort tasks -master list -prioritize list -schedule tasks Take action Review/Revise/Modify |
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Pharmacy practive
reactive or proactive when to multitask/not to |
work is reactive
school is proactive don't multitask when verifiying Rx stay in control at all times |
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define
total income adjusted gross income(AGI) Taxable Income |
Total income-total of all sources of income-dividends,wages
AGI-total income - adjustments(traditional IRA, student loans) Taxable Income- AGI - deductions and exemptions |
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Fedaral taxes:
if making 100k, which bracket are we in? FICA tax is how much |
28%
FICA-7.5%-owner pays other 7.5% |
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Example
we make 110K how much is fed tax taken out? stand deduction of 5,800 |
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! |
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Student loans
if >75K single or >150K married, how much can you deduct |
if making this much, student loan interest is not tax deductible
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if making <60K, how much can u deduct
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student loan interest will be eligible for 2,500 per year in deductions
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student loan consolidation
adv vs disadv |
adv-lock in fixed interest rate
one month payment disadv-effects deferment and loan forgiveness may result in higher interest in long run |
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2 strategies for short term and long term financial goals
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budgeting and financial plans
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examples of liquid assets?
emergency reserves should last how long |
assets-checking/savings acount, CD's, bonds, mattress money
should last 3 to 6 months of living expenses |
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a dollar today is worth more or less in the future?
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more, because it can gain interest
yea but prolly equals inflation |
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define:
simple interest compound interest |
simple-interest from principal, does not include more than 1 period
compound-interest from initial princip. and accumulated interest |
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define:
risk |
chance actual return will be different from epected return
quantifiable |
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what are 2 basic sources of risk
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changing economic times-inflation, business cycle, interest-rate risk
changing conditions of security issuer-management risk, business risk, financial risk |
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define:
risk tolerance |
the degree of risk or potential loss can be accepted in any investment
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expected risk vs expected return graph
line = what |
y axis-expected return
x axis-expected risk risk tolerance=slope of line |
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expected risk vs expected return graph
from bottom left of line to top right of line-examples |
cash->bonds->property->equity
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strategies to reduce risk
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diversification-invest in variety to spread risk
dollar cost averaging-minimizing effects of market fluctuations-buying at reg. times without regard to market price |
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ovelap in diversification
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even if invested in diff things example-S+P, mutual funds-some of this overlaps so you may not be diversified
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more strategies of reduce risk
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research before investment
financial planner asset allocation-balance liquid + nonliquid -buy different within class-municipal bond and corp bond -buy diff classes-stocks, bonds |
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examples of retirement plans
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IRAs-trad and Roth
401K, 403B Annuities Universal Life Insurance |
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IRA vs Roth IRA
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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 |
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401K and 403B
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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 |
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pharmacy compensation benefits
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401K plans
ESOP ESPP Stock options FSA Deferred compensation |
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ESOP
employee stock ownership plans |
assets are invested in stock of employer
seniority-acquire more right to shares in account aka Vesting |
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ESPP
employee stock purchase plans |
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 |
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Stock Option Plans
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contract between company and employee to buy specific amt of companies shares at fixed price in certain period
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FSA
flexable spending account |
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 |
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Financial Theories
Modern Portfolio Theory |
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 |
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define leadership
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process of individuals influencing groups to achieve common goals
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what are 3 diff theories of leadership
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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 |
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whats most common theory used today?
describe this theory more |
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 |
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4 factors of leaders
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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 |
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which factor dermines if leader is successful?
leadership= |
follower
leadership=leader+follower+ situation+comm. |
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what are the external factors influencing leadership?
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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 |
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Keys to effective leadership
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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 |
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Leadership Grid
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y axis-ppl skills
x axis-task skills country club.............team leader .........middle of road...... impoverished............authoritarian |
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leadership grid
define each |
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 |
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what are 5 points of power
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Fear
Legitimate-power from title Relationship Expert Reward |
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What are the leadership styles
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Autocratic or authoratarian
democratic or participative laissez-faire or delegation |
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describe autocratic or auth.
good for when? use when? |
makes decsions independtly
used when u have all info, short time, and/or employees are motivated use RARELY employees see as negative-decreases morale |
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Autocratic/Authoratarian
AKA |
being bossy or micromanager
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Democratic or Participative
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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 |
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laissez-Faire or Delegation
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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 |
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Leadership Themes
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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 |