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Index
Title Page Copyright Page Contents Preface About the Author New to This Edition Part 1 Fundamentals for the Supervisor
Chapter 1 Do You Really Want to Be a Supervisor?
Entering the Arena Untrained? Definitions and Essentials Essential Management Functions of Supervisors Essential Supervisory Skills Transition to Supervision Relationships with Other Supervisors Relationship with Your Manager Adjusting to the New Routine Pitfalls Launching a Successful Supervisory Career References Recommended Reading
Chapter 2 Customer Service
Who Are Our Customers and What Do They Want? Influence of Managed Care Three Essentials of Customer Service Techniques for Improving Personnel Systems Designing a Customer Satisfaction System Reference Recommended Reading
Chapter 3 Basic Management Functions
Interrelated Concepts Planning Organizing Coordinating Controlling References Recommended Reading
Chapter 4 Reengineering, Mergers, and the Supervisor
Reengineering Mergers and Affiliations References Recommended Reading
Chapter 5 Position Descriptions and Performance Standards
Position Descriptions Performance Standards References Recommended Reading
Chapter 6 Policies and Policy Making
Introducing Policies Uses of Policies Policies Formulated by Supervisors Potential Problems with Policies Special Case: Americans with Disabilities Act References
Chapter 7 The Supervisor’s Legal Environment
The Legal Environment The Relevant Laws For the Organization: Greater Responsibility, Increased Cost A Cumulative Effect References Recommended Reading
Chapter 8 Personnel Recruitment
Finding Employees Imperatives of the Selection Process Desirable Candidates Legal Constraints to Hiring Recruiting in the 21st Century How Supervisors Can Help in the Recruiting Process Personnel Selection Instruments References Recommended Reading
Chapter 9 Interviewing and Employee Selection
Who Should Conduct the Interview? Preparing for the Interview Two Initial Interview Steps Questions to Ask of Applicants Questions to Avoid Recommended Questions Candidates with No Previous Employment Addressing Sensitive Issues Clues to Untruthfulness Questions from Candidates Evaluation of Candidates Getting Candidates to Accept Job Offers Closing the Interview Postinterview Activities Obtaining References Recommended Reading
Chapter 10 Orientation and Training of New Employees
Orientation Timing Objectives of an Orientation Program Ten Important Assumptions General Orientation Programs Preparations for the Arrival of New Orientees First Day: Welcome Wagon “Nuts and Bolts” Talks Major Departmental Values Show and Tell Meeting Colleagues Get Help from Your Specialists Training the New Employee References Recommended Reading
Chapter 11 Team Leadership
A Growing Need for Teams Kinds of Teams Benefits of Teams Disadvantages of Teams Characteristics of Effective Teams Why Teams Fail Team Dynamics Rituals and Status Symbols Team Leadership The Self-Perpetuating Team Revisiting the Biweekly Team Meeting Leadership Style Taking on the Inherited Team Rewarding Team Performance References Recommended Reading and Listening
Chapter 12 Safety and Workplace Violence
Violence in Healthcare Causes of Violence Effects of Violence on Victims Laws and Standards Relating to Workplace Violence Responsibilities of Management Essentials of a Violence-Control Program Supervisory Principles for Reducing Workplace Violence Bomb Threats Breaking Up Fights References Recommended Reading and Listening
Part 2 Leading People
Chapter 13 Leaders and Managers
What Is It? Organizational Culture Leading Versus Managing Basic Leadership Styles Leadership Approaches: Special Variations Contemporary Leadership Activities Foundation of Leadership Characteristics of Effective Leaders Common Supervisory Mistakes References Recommended Reading
Chapter 14 Coaching and Counseling
Coaching Characteristics of Effective Coaches Role of the Coach in Improving Performance Management by Wandering Around (MBWA) Enhancing Employee Self-Sufficiency Defending, Facilitating, Empowering, and Supporting Coaching Feedback Coaching Pitfalls Counseling: Preventing Bigger Problems Most Common Reasons for Employee Counseling Preparing for the Counseling Interview Conducting a Counseling Interview Common Defensive Responses by Employees Follow-Up Common Barriers to Successful Counseling References Recommended Reading
Chapter 15 Motivation, Reward, and Recognition
Morale and Health Care Morale Versus Motivation Major Factors Affecting Morale Signs of a Morale Problem Methods of Obtaining Information About Morale How Employers Improve Morale How Supervisors Influence Morale Motivation Reward and Recognition An Effective Reward System Compensation: Rewards Bearing Price Tags Nonfinancial Rewards Implementing a Reward System Recognition References Recommended Reading
Chapter 16 Performance Feedback
The Need for Feedback Day-to-Day Feedback Formal Performance Evaluations Preparation for Performance Evaluations of Individuals Four Phases of the Evaluation Interview Performance Evaluation of Work Teams Common Pitfalls of Performance Evaluation References Recommended Reading
Chapter 17 Disciplining: Correction of Behavior
Scenario: “Why Should I?” Counseling Versus Disciplining Reward-to-Risk Ratio Progressive Discipline Termination Meeting Employee Reactions to Being Disciplined Behavior Versus Performance Returning to “Why Should I?” Eight Sound Disciplinary Practices Disciplinary Principles for the Supervisor Getting Rid of “Deadwood” Reference Recommended Reading
Chapter 18 Cultural Diversity: Managing the Changing Workforce
A Diverse and Changing Workforce Cultural Core Values Corporate Values Personal Core Values Diversity Management Programs Supervisor Responsibilities Generational Diversity The Aging Workforce Advancement for Women References Recommended Reading
Chapter 19 Conflict and Confrontation
Conflict and the Healthcare Organization Dangers of Escalating or Suppressing Conflict Fundamental Strategies for Coping with Conflict Confrontation and the Supervisor Reference Recommended Reading
Chapter 20 Employees with Problems
The Marginal Performer The Absent Employee Employees with Personal Problems Affecting Performance A True Supervisory Challenge When Employees Fail to Get Along Unethical Behavior Reference Recommended Reading and Watching
Chapter 21 Managing Difficult Employees
A Matter of Attitude Coaching and Counseling for Behavioral Change Chronically Critical Employees When You Are the Focus of a Negative Attitude Negativists Know-It-Alls Uncooperative Silent Ones Super-Sensitive Employees Moody People Jealous Coworkers Gossips Incessant Talkers and Socializers Employees of Questionable Appearance Employees with Messy Work Areas Coping with Hostile People Caution Is in Order References Recommended Reading and Listening
Chapter 22 Complaints, Grievances, and Appeals
Complaints Role of the Supervisor Supervisor “On the Spot” Appeals and Grievances Sexual Harassment References Recommended Reading
Chapter 23 Personnel Retention
Focus on Retention Loyalty and Personnel Retention Why Employees Seek Greener Pastures Analyzing a Retention Problem Retention Incentives Recruitment and Selection for Retention Further Implications for Retention Identifying and Measuring Turnover References Recommended Reading
Chapter 24 Privacy and Confidentiality: Employees and Clients
Privacy and Changing Times Health Insurance Portability and Accountability Act Recommended Reading
Part 3 Healthcare Cost Control
Chapter 25 Managed Care
The Advent of Managed Care Features of Managed Care Plans Significant Challenges Strategies of Care Providers Strategies of Managed Care Agencies Outcomes Management Education Provider Reactions to Managed Care Employment Opportunities in the Managed Care Industry Here to Stay References Recommended Reading
Chapter 26 Budgets and Cost Control
A Key Supervisory Activity Budgets and Their Functions Controlling Process Continuing Control of Overtime Cutting Costs Benchmarking References
Part 4 Developing Employees
Chapter 27 Change as a Way of Life
A New Broom Does What? Essentials of Change Barriers to Change Employee Concerns Preparing for Change Carrying Out the Plans Helping People Through the Stressful Phase Employee Responses to Change How to Overcome Resistance Job Fit Quality of Work Life Job Redesign Special Considerations References Recommended Reading
Chapter 28 Staff Development
Education and Experience Benefits of a Career Development Program Educational Planning Accountability for Career Development Educational Needs Assessment Development Program Mentoring Creativity in Employee Development References Recommended Reading
Chapter 29 Delegation and Empowerment
Why Does It Not Always Work? Assigning Versus Delegating Why Some Supervisors Are Reluctant to Delegate Willingness of Employees to Accept Delegated Activities Dumping How to Delegate The Supervisor’s Two Kinds of Tasks References Recommended Reading and Listening
Part 5 Special Supervisory Skills
Chapter 30 Spoken Communication
The Most Important Managerial Skill The Informal Communication System Sending More Powerful Messages Barriers to Verbal Communication Listening Skills Basic Forms of Negotiation Preparing for Negotiation Major Steps in Negotiation Barriers to Successful Negotiation Negotiating with Your Boss References Recommended Reading
Chapter 31 Written Communication
A Widespread Need Selecting an Appropriate Communication Channel Steps in Preparing a Document Editing an Employee’s Writing Email Reference Recommended Reading
Chapter 32 Holding Effective Meetings
Getting Together to Solve a Problem A Necessity Major Purposes of Meetings Components of a Meeting Advance Preparations by the Chairperson The Meeting Tips for Meeting Attendees Problem Attendees Committee Meetings Telephone Conference Calls Reference Recommended Reading and Listening
Chapter 33 Decision Making and Problem Solving
Problems Are a Given Decision Making Today Decision Making and Leadership The Logical Process: Key Steps in Solving Large Problems Useful Tools for Problem Solving Your Intuitive Process: Key to Creative Problem Solving Group Problem Solving References
Chapter 34 Time Management
Ten Minutes to Spare? Time and the Supervisor Time Wasters and What to Do About Them Tips for Saving Time Time Abuses by Others What About Those 10 Minutes? Reference Recommended Reading
Part 6 The Supervisor’s Continuing Development
Chapter 35 Coping with Stress and Burnout
More Prominent Today Than Ever External Causes of Stress Internal Factors Aggravating Stress Management Style and the Responsibilities of Supervisors How to Reduce Stress in Your Department Burnout Managing Your Personal Stress Reference Recommended Reading and Listening
Chapter 36 Supervising in a Union Environment
An Awkward Confrontation Introduction Health Care and the Labor Union Why Do Workers Join Unions? Why Management Tries to Remain Union-Free The Legal Framework of Unions The Supervisor’s Critical Role What About the Confrontation? The Election Getting Along with a Union Decertification
Chapter 37 The Supervisor’s Future
Criteria for Success Characteristics of Achievers Steps to Success Beware the Career Killers Negotiating for More Compensation Succession Planning Workplace Politics Networking Relating to the Person Whom You Report Doing Today’s Job While Preparing for Tomorrow Dedication and the Balancing Act The Supervisor’s Obligations Some Unchanging Fundamentals The Supervisor’s Future References Recommended Reading and Listening
Index
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