Umiker's Management Skills for the New Health Care Supervisor

by McConnell, Charles R.

• ISBN13: 9780763728786
• ISBN10: 0763728780
• Edition: 4th
• Format: Paperback
• Copyright: 2005-07-15
• Publisher: Jones & Bartlett

Summary

Umiker's Management Skills for the New Health Care Supervisor covers the gamut of the fundamentals of supervision in healthcare organizations. This revision of a classic text on healthcare supervision is a hands-on, how-to handbook and is perfect for anyone assuming a new role as a supervisor within a health services organization. The fourth edition features chapter objectives, study questions, and cases making it an ideal text for community college and undergraduate students who are interested in healthcare careers. The clarity and simplicity of presentation make this an extremely usable text and reference for future and practicing healthcare supervisors who want to get the maximum results from their staff. Key elements include: bull; Simplicity of organization, with each of 41 chapters a free-standing presentation of a topic bull; Straightforward, clear language bull; Practical exercises and case studies bull; Thought-provoking questions for class discussion and individual study

Table of Contents

Preface	xv
PART I---PLANNING AND ORGANIZING	1	(142)
Do You Really Want to Be a Supervisor?	3	(14)
Chapter Objectives	3	(2)
Definitions and Essentials	5	(1)
Essential Management Functions of Supervisors	6	(1)
Essential Supervisory Skills	7	(1)
Transition to Supervision	8	(1)
Relationships with Subordinates	9	(2)
Relationships with Other Supervisors: Your New Peers	11	(1)
Relationship with Your Manager	11	(1)
Adjusting to the New Routine	11	(1)
Pitfalls	12	(1)
Launching a Successful Supervisory Career	12	(1)
Think About It	13	(4)
Customer Service	17	(10)
Chapter Objectives	17	(1)
Who Are Our Customers and What Do They Want?	17	(1)
Influence of Managed Care	18	(1)
Three Essentials of Customer Service	19	(1)
Techniques for Improving Personnel Systems	20	(2)
Designing a Customer Satisfaction System	22	(1)
Think About It	23	(4)
Planning	27	(10)
Chapter Objectives	27	(1)
Benefits of Planning	27	(1)
Classification of Plans	28	(1)
Key Elements of Planning	29	(5)
Think About It	34	(3)
Organizing, Coordinating, and Reengineering	37	(14)
Chapter Objectives	37	(1)
Values	38	(1)
Authority	38	(1)
Unity of Command	39	(1)
Span of Control	40	(1)
Staffing	40	(1)
Assigning	41	(1)
The Informal Organization	42	(1)
Coordination Process	43	(2)
Reengineering	45	(3)
Think About It	48	(3)
Position Descriptions and Performance Standards	51	(18)
Chapter Objectives	51	(1)
Position Descriptions	51	(6)
Performance Standards	57	(9)
Think About It	66	(3)
Policy Making and Implementation	69	(10)
Chapter Objectives	69	(2)
Uses of Policies	71	(1)
Policies Formulated by Supervisors	72	(1)
Potential Problems with Policies	72	(4)
Think About It	76	(3)
Personnel Recruitment and Selection	79	(24)
Chapter Objectives	79	(1)
Imperatives of the Selection Process	80	(1)
Desirable Candidates	81	(1)
Legal Constraints to Hiring	81	(3)
Recruitment Sources	84	(1)
How Supervisors Can Help in the Recruiting Process	85	(1)
Personnel Selection Instruments	85	(2)
Employment Interviews	87	(2)
Questions	89	(1)
Recommended Questions	90	(2)
Candidates with No Previous Employment	92	(1)
Sensitive Issues	93	(1)
Questions from Candidates	94	(1)
Evaluation of Candidates	94	(1)
Getting Candidates to Accept Job Offers	95	(1)
Closing the Interview	96	(1)
Postinterview Activities	96	(1)
Obtaining References	97	(1)
Think About It	98	(5)
Orientation and Training of New Employees	103	(12)
Chapter Objectives	103	(1)
Objectives of an Orientation Program	104	(1)
Ten Important Assumptions	105	(1)
Hospital Orientation Programs	105	(1)
Needs Assessment for Departmental Orientation	105	(1)
Preparations for the Arrival of New Orientees	106	(1)
First Day: Welcome Wagon	107	(1)
``Nuts and Bolts'' Talks	107	(1)
Major Departmental Values	108	(1)
Show and Tell	109	(1)
Meeting Colleagues	109	(1)
Get Help from your Specialists	110	(1)
Training the New Employee	111	(1)
Think About It	111	(4)
Team Building	115	(14)
Chapter Objectives	115	(1)
Benefits of Teams	116	(1)
Disadvantages of Teams	117	(1)
Characteristics of Effective Teams	117	(1)
Why Teams Fail	118	(1)
Team Dynamics	119	(1)
Rituals and Status Symbols	120	(1)
Team Leadership	121	(1)
Leadership Style	122	(1)
Taking on the Inherited Team	123	(1)
Rewarding Team Performance	124	(1)
Think About It	125	(4)
Safety and Workplace Violence	129	(14)
Chapter Objectives	129	(1)
Causes of Violence	130	(2)
Effect of Violence on Victims	132	(1)
Laws and Standards Relating to Workplace Violence	132	(1)
Responsibilities of Management	133	(1)
Essentials of a Violence-Control Program	133	(3)
Supervisory Principles for Reducing Workplace Violence	136	(2)
Bomb Threats	138	(1)
Breaking Up Fights	138	(1)
Think About It	138	(5)
PART II---LEADING PEOPLE	143	(192)
Leaders and Managers	145	(16)
Chapter Objectives	145	(1)
Organizational Culture	146	(1)
Leading vs. Managing	147	(1)
Basic Leadership Styles	148	(3)
Leadership Approaches: Special Variations	151	(1)
Contemporary Leadership Activities	152	(1)
Foundation of Leadership	153	(1)
Characteristics of Effective Leaders	153	(3)
Common Supervisory Mistakes	156	(1)
Think About It	157	(4)
Coaching	161	(14)
Chapter Objectives	161	(1)
Characteristics of Effective Coaches	162	(1)
Management by Wandering Around	163	(1)
Enhancing Employee Self-Sufficiency	164	(1)
Defending, Facilitating, Empowering, and Supporting	165	(1)
Coaching Feedback	165	(5)
Coaching Pitfalls	170	(1)
Think About It	170	(5)
Morale and Motivation	175	(14)
Chapter Objectives	175	(1)
Morale vs Motivation	176	(1)
Major Factors Affecting Morale	176	(2)
Signs of a Morale Problem	178	(1)
Methods for Obtaining Information about Morale	179	(1)
How Employers Improve Morale	179	(1)
How Supervisors Can Improve Morale	180	(1)
Motivation	181	(1)
Proactive Strategies for the Supervisor	182	(3)
Reactive Strategies	185	(1)
Think About It	186	(3)
Rewards and Recognition	189	(14)
Chapter Objectives	189	(1)
An Effective Reward System	190	(1)
Compensation: Rewards Bearing Price Tags	191	(3)
Nonfinancial Rewards	194	(1)
Implementing a Reward System	195	(1)
Recognition	196	(2)
Think About It	198	(5)
Performance Feedback	203	(18)
Chapter Objectives	203	(1)
Day-to-Day Feedback	204	(1)
Formal Performance Evaluations	204	(3)
Multisource Feedback Systems	207	(2)
Preparation for Performance Evaluations of Individuals	209	(3)
Four Phases of the Evaluation Interview	212	(2)
Performance Evaluation of Work Teams	214	(1)
Common Pitfalls of Performance Evaluation	215	(1)
Think About It	216	(5)
Counseling: Preventing Bigger Problems	221	(14)
Chapter Objectives	221	(1)
Most Common Reasons for Employee Counseling	222	(2)
Preparing for the Counseling Interview	224	(1)
Conducting a Counseling Interview	225	(2)
Common Defensive Responses by Employees	227	(2)
Follow-Up	229	(1)
Common Barriers to Successful Counseling	230	(1)
Think About It	231	(4)
Disciplining: Corrective Action for Behavior Problems	235	(16)
Chapter Objectives	235	(3)
Progressive Discipline	238	(4)
Employee Reactions to Being Disciplined	242	(1)
Other Disciplinary Measures	243	(1)
Nonpunitive Discipline	243	(1)
Eight Sound Disciplinary Practices	244	(1)
Disciplinary Principles for the Supervisor	245	(1)
Getting Rid of Deadwood	246	(1)
Think About It	246	(5)
Cultural Diversity: Managing the Changing Workforce	251	(12)
Chapter Objectives	251	(1)
The Diverse Workforce	251	(1)
Cultural Core Values	252	(1)
Corporate Values	253	(1)
Personal Core Values	254	(1)
Diversity Management Programs	255	(2)
Responsibilities of Supervisors	257	(1)
Advancement for Women	258	(1)
Think About It	258	(5)
Conflict and Confrontation	263	(12)
Chapter Objectives	263	(1)
Conflict and the Health Care Organization	263	(2)
Dangers of Escalating or Suppressing Conflict	265	(1)
Fundamental Strategies for Coping with Conflict	266	(1)
Confrontation and the Supervisor	267	(4)
Think About It	271	(4)
Employees With Problems	275	(16)
Chapter Objectives	275	(1)
The Marginal Performer	275	(3)
The Absent Employee	278	(1)
Employees with Personal Problems Affecting Performance	279	(4)
When Employees Fail to Get Along	283	(1)
Unethical Behavior	284	(3)
Think About It	287	(4)
Employees With Negative Attitudes	291	(12)
Chapter Objectives	291	(1)
A Matter of Attitude	291	(1)
Coaching and Counseling for Behavioral Change	292	(1)
Chronically Critical Employees	293	(1)
When You Are the Focus of a Negative Attitude	294	(1)
Negativists: Pessimists, Cynics, and Wet Blankets	294	(1)
Know-It-Alls	295	(1)
The Uncooperative Silent Ones	295	(1)
Supersensitive Employees	296	(1)
Moody People	296	(1)
Jealous Coworkers	297	(1)
Gossips	297	(1)
Incessant Talkers and Socializers	297	(1)
Employees of Questionable Appearance	298	(1)
Employees with Messy Work Areas	298	(1)
Other Problem Employees	299	(1)
Think About It	299	(4)
Coping with Hostile People	303	(10)
Chapter Objectives	303	(1)
Always Out There	303	(1)
Sherman Tanks: Bullies and Dictators	304	(1)
Exploders: Volcanos, Grenades, and Bombers	305	(2)
Snipers: Foxes, Saboteurs, and Needlers	307	(1)
Passive-Aggressives	308	(1)
Think About It	309	(4)
Complaints and Grievances	313	(12)
Chapter Objectives	313	(1)
Role of the Supervisor	314	(1)
Supervisor ``On the Spot''	315	(3)
Grievances	318	(1)
Sexual Harassment	318	(3)
Think About It	321	(4)
Personnel Retention	325	(10)
Chapter Objectives	325	(1)
Loyalty and Personnel Retention	326	(2)
Why Employees Seek Greener Pastures	328	(1)
Analyzing a Retention Problem	329	(1)
Retention Incentives	330	(1)
Recruitment and Selection for Retention	330	(1)
Further Implications for Retention	331	(1)
Think About It	332	(3)
PART III---HEALTH CARE COST CONTROL	335	(28)
Managed Care	337	(14)
Chapter Objectives	337	(1)
Features of Managed Care Plans	338	(1)
New Challenges	339	(1)
Strategies of Care Providers	340	(2)
Strategies of Managed Care Agencies	342	(1)
Outcomes Management	342	(1)
Education	343	(1)
Reactions of Professionals and Supervisors to Managed Care	344	(1)
Employment Opportunities in the Managed Care Industry	345	(2)
Think About It	347	(4)
Budgets and Cost Control	351	(12)
Chapter Objectives	351	(1)
Functions of Budgets	351	(4)
The Controlling Process	355	(1)
Cutting Costs	355	(3)
Benchmarking	358	(1)
Think About It	359	(4)
PART IV---DEVELOPING EMPLOYEES	363	(56)
Job Redesign: A Paradigm Shift	365	(6)
Chapter Objectives	365	(1)
Job Fit	366	(1)
Quality of Work Life	366	(1)
Job Redesign	366	(2)
Think About It	368	(3)
Adjusting to Change	371	(16)
Chapter Objectives	371	(1)
Essentials of Change	372	(1)
Barriers to Change	373	(1)
Employee Concerns	373	(1)
Preparing for Change	374	(3)
Carrying Out the Plans	377	(1)
Helping People through the Stressful Phase	378	(1)
Employee Responses to Change	379	(2)
How to Overcome Resistance	381	(1)
Think About It	382	(5)
Encouraging Creativity	387	(8)
Chapter Objectives	387	(1)
The Creative Process	388	(1)
Characteristics of Creative People	389	(1)
The Innovative Supervisor	389	(1)
Barriers to Creativity	390	(1)
Stimulating Creativity in Your Staff	390	(3)
Think About It	393	(2)
Staff Development	395	(10)
Chapter Objectives	395	(1)
Benefits of a Career Development Program	396	(1)
The Planning Process	396	(1)
Who Is Accountable for Career Development?	397	(1)
Needs Assessment	397	(2)
The Development Program	399	(1)
Mentoring	400	(2)
Think About It	402	(3)
Delegation and Empowerment	405	(14)
Chapter Objectives	405	(1)
Assigning vs Delegating	405	(1)
Why Some Supervisors Are Reluctant to Delegate	406	(1)
Willingness of Employees To Accept Delegated Activities	406	(1)
Dumping	407	(1)
How to Delegate	407	(3)
When Delegation Falters	410	(1)
Delegation Variations	411	(1)
Empowerment	412	(2)
Think About It	414	(5)
PART V---SPECIAL SUPERVISORY SKILLS	419	(76)
Spoken Communication	421	(16)
Chapter Objectives	421	(1)
The Informal Communication System	422	(1)
Sending More Powerful Messages	423	(1)
Barriers to Verbal Communication	424	(1)
Listening Skills	425	(2)
The Telephone	427	(5)
Think About It	432	(5)
Written Communication	437	(8)
Chapter Objectives	437	(1)
Selection of an Appropriate Communication Channel	438	(1)
Steps in Preparing a Document	439	(2)
Editing an Employee's Writing	441	(1)
Facsimiles	441	(1)
Electronic Mail	441	(1)
Think About It	442	(3)
How to Hold More Effective Meetings	445	(14)
Chapter Objectives	445	(1)
Major Purposes of Meetings	446	(1)
Components of a Meeting	446	(1)
Advance Preparations by the Chairperson	447	(1)
The Meeting	448	(3)
Tips for Meeting Attendees	451	(1)
Problem Attendees	452	(2)
Committee Meetings	454	(1)
Telephone Conference Calls	454	(1)
Think About It	455	(4)
Decision Making and Problem Solving	459	(16)
Chapter Objectives	459	(1)
Decision Making Today	459	(3)
The Logical Process: Key Steps in Solving Large Problems	462	(1)
Useful Tools for Problem Solving	463	(6)
Your Intuitive Process: Key to Creative Problem Solving	469	(1)
Group Problem Solving	470	(1)
Creative Problem-Solving Groups	471	(1)
Think About It	472	(3)
Negotiating Skills	475	(8)
Chapter Objectives	475	(1)
Four Basic Forms of Negotiation	476	(1)
Preparation for Negotiation	477	(1)
Major Steps in Negotiation	477	(1)
Barriers to Successful Negotiation	478	(1)
Negotiating with Your Boss	479	(1)
Think About It	480	(3)
Time Management	483	(12)
Chapter Objectives	483	(1)
Time and the Supervisors	483	(4)
Time Wasters and What to Do about Them	487	(2)
Tips for Saving Time	489	(1)
Time Abuses by Others	489	(2)
Think About It	491	(4)
PART VI---SELF-ENHANCEMENT FOR SUPERVISORS	495	(48)
Coping with Stress and Burnout	497	(10)
Chapter Objectives	497	(1)
External Causes of Stress	498	(1)
Internal Factors Aggravating Stress	498	(1)
Responsibilities of Supervisors	499	(1)
How to Reduce Stress in Your Department	499	(1)
Departmental Stress Programs	500	(1)
Burnout	501	(1)
Managing Your Personal Stress	502	(2)
Think About It	504	(3)
Career Development for Supervisors	507	(14)
Chapter Objectives	507	(1)
Five Criteria for Success	507	(1)
Characteristics of Achievers	508	(1)
Worthwhile Careers Involve Taking Risks	508	(1)
Winds of Change Blow in Opportunities	509	(1)
Increase Your Promotability and Marketability	510	(3)
Steps to Success	513	(3)
How to Negotiate for More Compensation	516	(2)
Think About It	518	(3)
Succession Planning	521	(6)
Chapter Objectives	521	(1)
Benefits of Succession Planning	521	(1)
Risks in Picking and Training a Successor	522	(1)
Selection and Training Plan	522	(1)
Grooming Your Successor	523	(1)
Monitoring Your Successor	524	(1)
Think About It	524	(3)
Networks and Organizational Politics	527	(16)
Chapter Objectives	527	(1)
Personal Networks	527	(1)
Benefits of Networks	528	(1)
Potential Network Participants	528	(1)
How to Make and Maintain Contacts	529	(1)
Computer Networks	530	(1)
Characteristics of Great Networkers	531	(1)
Workplace Politics	531	(1)
Politics and the Informal Organization	532	(1)
Negative Politics	532	(1)
Positive Political Scripts and Tactics	533	(1)
Coping with the Person to Whom you Report	534	(5)
Think About It	539	(4)
Index	543