A situation in which a person's self-interest interferes with that person's obligation to another person, organization, profession, or purpose is known as _________.

Group of answer choices

moral distress

social responsibility

a conflict of interest

the ethical climate

Flag question: Question 2Question 22 pts

Which of the following sources affects the ethics of an organization?

Group of answer choices

All of the above

The organization itself

The people in the organization

The organization's external environment

Flag question: Question 3Question 32 pts

The code of ethics of the American College of Healthcare Executives provides standards of ethical behavior for healthcare managers in their professional relationships with their _________.

Group of answer choices

internal stakeholders

patients and others in the external environment

management team and employees

organization, colleagues, people served, and community

Flag question: Question 4Question 42 pts

An ethics advisory committee in an HCO should _________.

Group of answer choices

set up anonymous hotlines for employees to report ethics violations

help employees, physicians, and others regarding ethical dilemmas

discipline people who behave unethically

ensure that ethical problems do not occur

Flag question: Question 5Question 52 pts

What is used to analyze raw data and evaluate results in order to transform data into useful information for management performance?

Group of answer choices

internal business review

control chart

data analytics

performance review

Flag question: Question 6Question 62 pts

Managers use a _________ to show performance data trends, such as the monthly trends for outpatient clinic visits.

Group of answer choices

pie chart

bar graph (also called a bar chart)

tabular report

line graph (also called a run chart)

Flag question: Question 7Question 72 pts

Managers use a _________ to illustrate the distribution of patient complaints, such as how all patient complaints are divided into five categories of complaints.

Group of answer choices

bar graph (also called a bar chart)

pie chart

control chart

line graph (also called a run chart)

Flag question: Question 8Question 82 pts

Managers use a _________ to show actual performance data and trends, such as the average number of rejected claims compared to performance standards.

Group of answer choices

line graph (also called a run chart)

pie chart

bar graph (also called a bar chart)

control chart

Flag question: Question 9Question 92 pts

Balanced scorecards present a balanced view of an organization and typically include which of the following measures?

Group of answer choices

All of the above

Customer service and internal business processes

Internal business processes and competitive advantage

Competitive advantage and customer service

Flag question: Question 10Question 102 pts

The _________ enables managers to identify, arrange, and analyze the tasks, activities, and steps performed sequentially to transform resource inputs into outputs and thereby accomplish a specific outcome.

Group of answer choices

process map (also called a flowchart)

PDCA cycle

three step control method

cause-and-effect diagram (also called a fishbone diagram)

Flag question: Question 11Question 112 pts

What type of improvement tool can be used to identify factors that may possibly cause a particular performance problem?

Group of answer choices

process map

balanced scorecard

fishbone diagram

control chart

Flag question: Question 12Question 122 pts

A manager could correctly perform root cause analysis by repeatedly asking which of the following questions?

Group of answer choices

What?

Who?

Why?

all of the above

Flag question: Question 13Question 132 pts

Which performance improvement methodology may sometimes be used for rapid-cycle improvement projects?

Group of answer choices

root cause analysis

Six Sigma

PDSA cycle

Lean

Flag question: Question 14Question 142 pts

Which performance improvement methodology is data driven and strives to reduce variations and eliminate defects in key business processes?

Group of answer choices

PDSA cycle

Lean

High Reliability

Six Sigma

Flag question: Question 15Question 152 pts

Which performance improvement methodology focuses on eliminating inefficiencies or waste that negatively affect performance?

Group of answer choices

Six Sigma

PDSA cycle

Lean

High Reliability

Flag question: Question 16Question 162 pts

Which performance improvement methodology originated in the aviation industry and focuses on creating a culture of safety?

Group of answer choices

High Reliability

Six Sigma

PDSA cycle

Lean

Flag question: Question 17Question 172 pts

Sometimes decision makers use the _________ approach to deliberately avoid blinders, biases, groupthink, flawed assumptions, and closed-mindedness.

Group of answer choices

evidence-based

intuition

incremental

satisficing

Flag question: Question 18Question 182 pts

Sometimes decision makers worry that if they try to figure out the whole solution and decide

everything at once, the situation will have changed by the time they finish and they will have to figure it out again. So instead, they use the _________ approach.

Group of answer choices

satisficing

incremental

evidence-based

intuition

Flag question: Question 19Question 192 pts

If time is short, problems are complex, precedents do not exist, and facts are scarce, then experienced decision makers sometimes use the _________ approach.

Group of answer choices

incremental

evidence-based

satisficing

intuition

Flag question: Question 20Question 202 pts

Data analytics at a large healthcare system is likely to include all the following except _________.

Group of answer choices

intuitive analytics

descriptive analytics

predictive analytics

prescriptive analytics

Flag question: Question 21Question 212 pts

Which of the following is a normal cause of conflict in organizations?

Group of answer choices

Different values and beliefs

all of the above

Competition for scarce resources

Goal incompatibility

Flag question: Question 22Question 222 pts

Thomas and Kilmann's conflict resolution model is based on all of the following except _________.

Group of answer choices

assertiveness and cooperativeness

three conflict resolution styles

concern for oneself and concern for others

a contingency approach

Flag question: Question 23Question 232 pts

Although it may be hard to find, gather, and make available to others in the organization, tacit knowledge comprises much of an organization's unique, valuable knowledge.

Group of answer choices

True

False

Flag question: Question 24Question 242 pts

A mediator ultimately makes a decision to resolve a conflict after first allowing the conflicting people or groups to present their input and views.

Group of answer choices

True

False

Flag question: Question 25Question 252 pts

Although change management is not a distinct management function, it is used to perform the five management functions: planning, organizing, staffing, leading, and controlling.

Group of answer choices

True

False

Flag question: Question 26Question 262 pts

Employees are more likely to directly resist change than indirectly resist it.

Group of answer choices

True

False

Flag question: Question 27Question 272 pts

Change in healthcare may be deterred by workers whose identity and self-image are strongly linked to their profession and only weakly linked to their organization.

Group of answer choices

True

False

Flag question: Question 28Question 282 pts

Although managers are responsible for implementing change, they sometimes resist change.

Group of answer choices

True

False

Flag question: Question 29Question 292 pts

Kotter's eight-step approach to large-scale change recommends all the following except _________.

Group of answer choices

establishing urgency

developing a change vision

avoiding simple short-term wins

anchoring new approaches in the culture

Flag question: Question 30Question 302 pts

A force field analysis enables managers to do all the following except _________.

Group of answer choices

judge whether a proposed change can be implemented

examine the strength of restraining forces

measure the outcome of change

identify driving forces for change

Flag question: Question 31Question 312 pts

Which of the following organizational characteristics is not a reason why employees may resist change within an organization?

Group of answer choices

Structural inertia

Limited funds and resources

Mechanistic structure

Organic structure

Flag question: Question 32Question 322 pts

Which of these statements is not correct regarding Kotter's eight-step approach to large-scale change?

Group of answer choices

Project management is separate from this 8-step approach and should not be used with it.

Managers may use other management tools and methods to implement the eight steps.

Kotter's approach builds on Lewin's three-step change process and adds more depth to it.

Managers should provide plenty of time and not try to rush a large change.

Flag question: Question 33Question 332 pts

In which step of Lewin's three-step change process would a manager reward and reinforce the change and make it part of the daily routine?

Group of answer choices

Unfreezing the situation

Moving and changing the situation

all of the above

Refreezing the situation

Flag question: Question 34Question 342 pts

In which step of Lewin's three-step change process would a manager create dissatisfaction with the current way and explain why change is necessary?

Group of answer choices

all of the above

Refreezing the situation

Unfreezing the situation

Moving and changing the situation

Flag question: Question 35Question 352 pts

When a manager implements change, which of the following would not be a good assumption?

Group of answer choices

Employees will not be ready to change at similar times and speeds.

Lack of resistance to a change means active support for that change.

Persuasion may be better than managerial authority to overcome resistance.

The change might have to be explained to employees multiple times in varied ways.

Flag question: Question 36Question 362 pts

Which of the following is an example of a change in the external environment to which a nursing home must adapt?

Group of answer choices

The evening supervisor in the nursing home's food services department decides to retire.

The full-time nursing staff demands a salary increase in the middle of the fiscal year.

The carpet in the front lobby has become worn out and is not very welcoming.

A new nursing home offering similar services opens five miles away.

Flag question: Question 37Question 372 pts

the ability to align personal and organization conduct with ethical and professional standards is known as _________.

Group of answer choices

managerial ethics

emotional intelligence

professionalism

communication skills

Flag question: Question 38Question 382 pts

Which of the following is not an essential skill involved in emotional intelligence?

Group of answer choices

self-awareness

self-management

conflict resolution

relationship management

Flag question: Question 39Question 392 pts

What enables managers to more effectively manage an increasingly diverse workforce?

Group of answer choices

Cultural competence

Self-awareness

Professional ethics

Emotional intelligence

Flag question: Question 40Question 402 pts

What manifests automatically and unintentionally in ways that may affect judgment, behaviors, and decisions?

Group of answer choices

emotions

self-awareness

implicit bias

cultural incompetence

Flag question: Question 41Question 412 pts

What is the "Platinum Rule" approach to cultural competence?

Group of answer choices

Treat others as you wish to be treated.

Treat others as they wish to be treated.

Treat everyone the same.

Treat the symptoms, not the cause.

Flag question: Question 42Question 422 pts

What is the primary purpose of communication from managers?

Group of answer choices

to motivate people

to create shared understanding

to assert contorol

to adjust

Flag question: Question 43Question 432 pts

The processes and tools that allow information to flow within an organization are known as _________.

Group of answer choices

external communication

internal communication

formal communication

informal communication

Flag question: Question 44Question 442 pts

Which of the following types of communication has become more common with organic organizations?

Group of answer choices

Horizontal communication

Diagonal communication

Downward communication

Upward communication

Flag question: Question 45Question 452 pts

Which of the following types of communication is essential for interprofessional patient care and project teams?

Group of answer choices

Horizontal communication

Downward communication

Upward communication

Diagonal communication

Flag question: Question 46Question 462 pts

Which of the following communication channels would provide the most information richness for a manager communicating with an employee?

Group of answer choices

face to face conversations

phone calls

written documents

text messages

Flag question: Question 47Question 472 pts

Which of the following would be most effective for communicating extensive technical information and precise details of a new project to members of a large project team?

Group of answer choices

text messages

phone calls

written documents

face to face conversations

Flag question: Question 48Question 482 pts

What is the process of turning thoughts into communication?

Group of answer choices

deciphering

encoding

elucidation

interpretation

Flag question: Question 49Question 492 pts

Paying attention, avoiding the urge to speak, not interrupting, being open-minded about content, and showing interest are good ways to improve _________.

Group of answer choices

cultural competency

listening

professionalism

emotional intelligence

Flag question: Question 50Question 502 pts

For effective communication, the sender should do all of the following except _________.

Group of answer choices

decode the communication

consider the receiver's environmental barriers

choose which channels to use

access possible communication barriers to avoid