21. Quality of work life (QWL) programs include: A. More paid time off and bonuses for staff. B. Less supervision and more empowerment. C. Job enlargement and job enrichment. D. Childcare and a cafeteria benefits program. 22. Authority is: A. The cause of most problems in HSOs and HSs. B. Problematic since it is misused by managers. CLikely to give managers a Napoleon complex. D. The power to cause something to happen. 23. Accountability means: A. The CFO monitors financial results. B. Someone is answerable for results. C. The CEO uses fiat power, as needed. D. Healthcare teams report to one another. 24. Span of control: A. Became an outdated concept in the electronic age. B. Was used by the classicists in order to monitor output. C. Means there are limits to the number of people managed. D. Means the number of departments must be limited. 25. The matrix organization: A. Has more negative than positive aspects and may be destructive. B. Facilitates coordination and communication in patient care. C. Is only appropriate for large, complex HSOs or hospitals. D. Is mandated by various accreditation and certification groups. CHAPTER 12: Staffing MULTIPLE CHOICE 26. The staffing function follows: A Organizing. B. Controlling C. Directing D. Interpolating 27. The values, mission, and vision of HSOS/HSS: A Are best provided in orientation and other onboarding. B. Should be integral to recruiting and selection. C. Will be learned during on-the-job training and skills building. D. Are known by new staff members because of social media. 28. The manager to whom a new staff member will report: A Can rely on HR to select someone best for the job. B. Has time during the probationary period for a final decision. C. Must be part of selecting and hiring new staff. D. Is pleased to have HR's help in getting a new employee. 29. Managers can best help staff members improve their performance by: A Judging and disciplining them. B. Moving them to a more suitable job. C. Being friendly and consoling as needed. D. Being a coach and teacher. 30. Electronic education and training are: A Best suited to conveying facts and specific information. B. Preferred by HR and should be used extensively. C. Best to convey the human dynamic of encounters in HSOS. D. Most efficient at capturing the richness of HSO interactions. 31. HSO compensation programs: A Are a function of managers' evaluation of staff members. B. Consider internal and external equity and HSO philosophy. C. Consider state and federal government guidelines. D. Are driven primarily by the external environment. CHAPTER 13: Directing MULTIPLE CHOICE 32. Directing is synonymous with the term: a. Leading. b. Planning c. Staffing d. Coordinating 33. Value can mean all of the following except: a. Higher quality at the same cost. b. Same quality at a lower cost. c. Lower quality at lower cost. d. Higher quality at lower cost. 34. Classification methods typically identify managers as all of the following except: a. Executive. b. Senior. C. Middle. d. Supervisory