a) List steps someone preparing to become a healthcare supervisor can do to show they are qualified for the position
The first step for a preparing healthcare supervisor should be understanding the policies in the health center since they are the guides of operations. McConnell (2018) defines policy as the guide that stipulates the requirements, prohibitions, suggested course of action, boundaries, and limitations. Therefore, understanding the policies in the organization will enlighten the supervisor on the organizational goals, mission, values, culture, rules, and procedures. Supervisors can also engage in communication to seek clarification on specific policies and objectives in the healthcare organization that they would consider changing or improving to achieve the set targets better. Furthermore, a preparing supervisor can practice employee engagement to understand the organizational structure and culture better. After understanding the organizational culture in the health facility, an incoming supervisor can suggest new or uphold the existing engagements between the employees and the top management. As McConnell (2018) explains, effective supervisors link the higher management and the workers to actualize the employees' performance expectations. A supervisor should engage employees from all ranks to create a bond that fosters acceptability. The employees are the primary source of information on organizational management and operations. Therefore, engaging them can give a new supervisor a starting point that can be vital to understanding the health center. By setting the ground through understanding the policies and engaging the employees to understand the organizational culture and structure, a preparing supervisor will have proven competence in overseeing activities in the health facility.
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b) How would managing in healthcare be different for the other industries?
Managing in healthcare is different considering the sensitivity of the health sector and the severity of the actions by healthcare providers. Being a supervisor in healthcare demands a higher level of alertness and engagement since a small operational mistake can have fatal effects on patients' health which can lead to loss of life. Unlike in other industries where performance assessments are done annually or twice a year, supervision in healthcare demands performance assessments within shorter periods since healthcare services are highly dynamic. The success or failure of a process in a healthcare system can be identified within a short period after implementation since the health systems serve new patients every day. Also, for inpatients, the hospitalization period is not uniform, and usually, it takes a few days or months. Therefore, supervising healthcare demands daily assessments to enable early detection of and intervention of errors in daily operations to minimize adverse effects on patients and healthcare providers. Also, unlike other industries where supervisors engage directly with the employees, supervisors in healthcare engage directly with the healthcare practitioners and the patients, who can be termed as the producers and the consumers (McConnell, 2018). Supervisors in healthcare strive to achieve a conducive working environment for doctors and nurses and patient satisfaction in the same environment.
Why is it of particular importance for a new manager to identify primarily with other managers/ supervisors?
Identifying with other managers and supervisors creates a bond and contacts that integrates the new manager into the management group. Bonds and contacts are essential as they facilitate sharing of ideas and problems (McConnell, 2018). The relationship created among managers and supervisors helps coordinate the operations in an organization, leading to higher performance and accomplishing the set goals and objectives. Teamwork in management and supervision optimizes workforces' efficiency and creates a working environment that fosters collaboration and integration for employees. Subsequently, creating a relationship with other managers and supervisors translate into career growth and development (McConnell, 2018). Furthermore, identifying with other senior officials enables a better understanding of their personalities and preferences, minimizing conflicts and disagreements.
Describe how each of the following activities can improve customer service
Position descriptions
Position descriptions explain the requirements and expectations of each position in an organization in relation to customer satisfaction (McConnell, 2018). Therefore, employees understand their mandate in meeting and exceeding customer expectations which fosters dedication and hard work. The products and services offered by employees who understand their duties are more likely to be of higher quality and more appealing to the customers. Besides, understanding one's position in an organization influences customer relations and accountability that improves customer services.
The recruiting process
The recruitment process avails competent employees who have the know-how and experience in customer relations and service. Through recruitment, an organization can improve its workforce to include either employees with higher skills or specialization to fill an operational gap. Besides, the recruitment process helps the management select caring and effective employees who will meet customer expectations (McConnell, 2018). Also, the recruitment process avails long-term employees who are more resistant to turnover and, hence, accumulate ineffective customer service. Experienced employees are more likely to be more efficient and productive in customer service.
The selection process
The selection process enables an organization's management to identify employees with a positive attitude towards customer service (McConnell, 2018). Employees who understand customer service are more motivated and ready to improve since customer satisfaction is their motivation. In the selection process, recruiters can select the strongest candidates among many applicants based on their attitude and willingness to learn. Essentially, the workforce's effectiveness in customer service can be projected based on the selected employees' attitudes.
The orientation and training system
Orientation notifies employees about their internal and external customers and the strategies to achieve satisfactory customer service (McConnell, 2018). Besides, orientation and training introduce employees to the latest trends in quality improvement and helps them to develop a positive attitude towards work and performance. Moreover, orientation and training address the contact between the employees and the customers and how to tackle customer concerns, especially for new employees (McConnell, 2018). Essentially, orientation and training introduce employees to the organizational operations which they will be required to undertake under minimal or no supervision.
Performance review and reward systems
Performance review and reward systems stress customer satisfaction in an organization’s customer service. Employees whose performances meet or exceed customer expectations are rewarded to boost their morale and encourage replicating the same. Furthermore, performance evaluation and reward trigger the employees to set personal objectives in customer service, ultimately leading to improving services (McConnell, 2018). Moreover, employees are more eager to learn and undertake operational training to sharpen their customer languages and service skills.
In-service educational programs
According to McConnell (2018), in-service educational programs train employees on customer identification, expectations, customer problem-solving, and communication skills. Therefore, in-service educational programs help employees understand the customers more and develop strategies for meeting their expectations. Besides, in-service educational programs introduce employees to new services that can improve customer satisfaction and loyalty to an organization.
a) Relative to customer service, explain why it is suggested that we "under-promise and "over-deliver"?
The standards promised by an organization determine customer expectations. For instance, customers expect perfect services if an organization has stipulated exceptional services as its obligation to the employees and has publicized its use of modern technologies and skilled personnel. Therefore, organizations must meet customer expectations that resulted from their promise or risk a poor reputation and loss of customers. Organizations should strategically moderate their promises to the customers that will, in turn, lower expectations. Lower customer expectations can comfortably be achieved and surpassed, thus appealing more to the customers. Ideally, surpassing customer expectations creates a sense of value for money and loyalty since the customer feels more valued. As McConnell (2018) explains, customers get services from organizations or businesses that they believe are most convenient and efficient in customer treatment.
b) Give an example using this in a healthcare customer situation
For example, a healthcare facility can promise a hospitalized patient to recover within three months of a new drug that might be rare to find instead of promising the expected two months of the drug's effectiveness. Therefore, the healthcare facility will have an additional one month if it fails to get the drug immediately. However, the healthcare facility will win the patient’s trust and loyalty if it immediately accesses the drug and proves effective within two months instead of the pre-mentioned three.
Based on the case: bending the break, answer the following question:
How can management solve the problem of having coffee available to your employees and still accomplish the morning break within the allowed time? Give three solutions
First, the management should agree on a policy to allow coffee pots and cups in offices. The employees might have extended the coffee break intentionally as the top leader violated the same rules he enforced on the employees. The employee at the reception desk mentioned that the senior official forbids coffee pots and cups in offices though he has a coffee maker in his office. As McConnell (2018) states, poor leadership leads to poor followership. The employees find it challenging to forego their privileges since the leadership demoralizes their commitments. Therefore, the top executive should forego the rule against having coffee pots and cups in offices to allow employees to take their coffee as they work since they are most likely replicating the leader's practices.
Second, the management should ensure that all employees do not have specific break times to minimize congestion during common break times. As evidenced by the employees without fixed break times, it is possible to take advantage of the fluctuations in crowds at the coffee shop. Therefore, employees will have the liberty to take their tea at convenience since the coffee shop services will be faster with fewer customers.
Lastly, the break time should be extended by a maximum of 5 minutes to accommodate the extra minutes consumed as employees wait at the coffee shop. Besides the 15 minutes allocated by the organization, most employees seem to take an additional five to six minutes in the queues. Therefore, the maximum break time should be extended to 20 minutes. In addition, employees like Alice who take beyond the average additional time and extend to 30 minutes should be punished for malpractice and neglect. After considering the additional time, the organization should be strict to ensure that the employees are back to their stations without fail for smooth operations.
a) Define what bona fide occupational qualification (BFOQ) means to employment and why it is necessary
The bona fide occupational qualifications are legal restrictions that allow an employer to discriminate against an employee or an applicant based on their religion, age, sex, and origin (McConnell, 2018). Employment discriminations are only legal if the employer substantially proves that the employee discriminated against cannot perform specific tasks. Notably, bona fide occupational qualifications do not hold in case an employee is discriminated against on the basis of race.
b) Provide 3 examples and why they are a bona fide occupational qualification exception
First, a female will be discriminated against on the basis of gender in an employment opportunity in a designer industry that intends to find models to model male clothes. The female will be discriminated against due to the physical difference between males and females. Besides, a Muslim will be discriminated against in a recruitment exercise for tutors in a Pentecostal churches' theology school. The differences in religion and faith practices disqualify the Muslim from the position regardless of having all the other qualifications. However, Anti-Defamation League (2012) notes that in BFOQ unwarranted cases, employers have an affirmative obligation to maintain an environment that shuns harassment and intimidation. Also, old airline pilots will be discriminated against in recruitment exercises to get pilots for international flights (McConnell, 2018). Though the old pilot may be experienced and more qualified than other young pilots, the risk involved in aviation necessitates a younger person. Pilots need physical fitness and alertness that might be a challenge in older pilots.
What do most of the potential causes of violent behavior have in common? Explain fully.
Societal factors often influence potential causes of violence. The societal factors can include easy access to weapons, a high crime rate, traumatizing life experiences, and vengeance. Many people are likely to resolve to violence if they have bitterness or regret about a life experience or a hurtful act done by a member of the family or a spouse (McConnell, 2018). Besides, most potential causes of violent behavior are triggered by workplace situations. Restructurings can predispose violent behavior in the workplace, threats, aggression, or interpersonal conflicts. McConnell (2018) notes that violent behaviors also result from jobs dealing with money, drugs, or valued properties. Besides, the risk of violent behavior is higher when one is walking alone at night, operating in poorly lit parking areas, or working in emergency or psychiatric departments (McConnell, 2018). Moreover, violent behavior is common when there is frequent harassment in the workplace, workplace stress, or where employees are allowed to carry weapons to their workspaces.
Furthermore, violent behavior is also caused by management deficiencies. Violence is probable when the management handles work problems incomprehensively or when there is insensitive and inconsistent supervision (McConnell, 2018). Lack of early detection and intervention against violence increases the chances of more violent behavior. Besides, authoritarian leadership, where employees are not involved in management and decision-making, can influence rebellion and violent behavior. Lastly, lack of or inadequate training in violence prevention leads to many cases of violent behavior.
a) Can a prospective employer legally ask a job candidate about arrests and convictions? Yes
b) Explain your answer.
According to McConnell (2018), employers must be responsible for ensuring that they do not hire individuals with criminal records and who can pose a threat to other employees and customers. The employers have a duty to investigate the history of the probable employees to ensure that the individual is fit to work with other employees and engage with the consumers. McConnell (2018) notes that failure to do due diligence during employee recruitment can lead to security challenges and financial costs. For instance, an organization is likely to experience low employee attendance, declining morale, low employee retention, and difficulties recruiting new employees if one or several employees in the organization pose security threats (McConnell, 2018). In addition, asking about arrests and convictions of a probable employee is paramount since employee conduct is part of performance evaluation (McConnell, 2018). Essentially, former employees have an obligation to share criminal records with prospective employers and evaluate a possibility of recurrence. Besides, pre-employment checks are legal requirements for employers. Employers can be charged with negligent hiring if an employee with a history of violence causes harm to other employees and customers.
Based on the case: The Employee in the Corner, describe in detail what steps management should take in this situation.
The management should provide law enforcement officials to neutralize the attacker before he harms the healthcare worker. Security officials should be aided to separate the combatant and the hospital official while maintaining the safety of everyone in the vicinity. As McConnell (2018) suggests, law enforcement officials should have telephone systems that the hospital officials can use to report a security threat in healthcare facilities. After separating the combatant, the health center should forward him to the police, who will prosecute him in a court of law. For the victimized hospital official, she should be enrolled in guidance and counseling to overcome trauma and psychological torture that limit her productivity in the future. To mitigate such attacks in the future, the management can install alarm systems that healthcare workers can use during an attack when they suspect a violent behavior. Surveillance cameras can also be essential to easier monitoring, especially when most healthcare officials are on a break or engaged elsewhere. With surveillance cameras, security personnel can be used to identify and counteract a criminal activity before it happens. Furthermore, the management should educate all the employees on identifying and handling violent behavior from patients, families, and fellow workers.
References
Anti-Defamation League (ADL). (2012). Religious accommodation in the workplace: Your rights and obligations. Civil Rights Division.
Mcconnell, C. R. (2018). Umiker’s Management Skills: For the New Health Care Supervisor. Jones & Bartlett Learning. Burlington.
