Management: Exam #1 Review

What do you manage?

• people

• things

What do you lead?

• people

• things

What are the best ways to manage professional employees?

• clarify expectations

• provide protection and support to deliver expectations

• acknowledge and recognize

• give credit when credit is due

• pretend to have skills you don't have

Answer explanation

Techniques for managing professionals

○      Clarity expectations

○      Provide protection and support to deliver expectations

○      Encourage professional development activities

○      Acknowledge and recognize them as professionals

○      Give credit where due

○      Encourage flexibility to promote innovation and creativity

○      Ensure top management is aware of their contribution

○      Resolve mistakes openly

○      Do not pretend to have skills you don’t have

○      SMART goals

What are the best ways to deal with performance issues when managing professionals?

• identify reasons for poor performance. commend on areas of good performance. agree on areas of improvement

• agree on plan of action. set a timeline. provide guidance and support

• document performance improvement plan

• express that the employee is to blame and they need to work harder

Answer explanation

●      Identify reasons for poor performance. Commend on areas of good performance. Agree on areas of improvement.

●      Explain how improvement can benefit the professional and the organization

●      Discuss various means of improving performance. Respect opinion

●      Agree on plan of action. Set a timeline. Provide guidance and support

●      Document performance improvement plan

●      Follow up accordingly

What are the core areas on how to build and sustain an effective pharmacy team in a tight labor market?

• create a compelling message

• seek talent who share team values

• develop consistent culture of continuous learning and development

• tech-check medication programs

• immunization assistance

Match the following best type of languages to use when interacting with different people in the management hierarchy.

• CEO: language of money, Area Managers: language of money

• Managers pharmacists: language of money and operational language

• Healthcare assistants: operational language

• CEO: language of money, Healthcare assistants: language of money

• Managers pharmacists: operational language

What are the qualities that distinguish pharmacists from other professionals?

• attention to detail in their work

• effective communication and counseling skills

• very effective in teamwork

• not necessary to know computer-based skills

• keeping up with pharmacy's knowledge and professional development

Answer explanation

8 qualities that distinguish pharmacists from other professionals

●      Attention to detail in their work

●      Effective communication and counseling skills

●      Very effective in teamwork

●      Efficient planning and organization skills

●      Keen on keeping abreast of pharmacy’s knowledge and professional development

●      Knowledge of computer-based activities

●      Reliable as a professional

●      Have initiative

What are some examples of job tasks for advanced technician roles?

• patient assistance programs

• community outreach

• tech-check-tech medication programs

• purchasing/fiscal management

• medication reconciliation

Answer explanation

job tasks for advanced technician roles?

●      Tech-check-tech med programs

●      purchasing/fiscal management

●      management/supervision of other pharmacy techs

●      Medication reconciliation

●      Medication therapy management assistance

●      Quality improvement (NOT quality assurance)

●      Immunization assistance

●      Hazardous drug handling

●      Patient assistance programs

●      Community outreach

●      Tech education and training

●      Drug utilization evaluation and/or adverse drug event monitoring

●      Industry

●      informatics

What are the 3 key steps needed for implementing a new pharmacy tech role?

• identify new role and write description

• develop operational and training process procedures

• develop competency checklists for evaluation

• create a compelling message

• seek talent who shares team values

What is the active demonstration of traits of a pharmacy professional defined by APHA and ACCP?

• commitment to professional development

• maintains covenantal relationships with patients and community

• demonstrates leadership qualities

• compromises ethical standards for profit

• blames others for mistakes

Answer explanation

●      Appropriate knowledge and skills expected by a pharmacist

●      Commitment to professional development

●      Commitment to provide services that enhance patient care

●      Take pride in professional and gain respect from patients and healthcare team

●      Maintains covenantal relationships with patients and community

●      Creative and innovative

●      Conscientious and trustworthy

●      Accountable for their own work

●      Does not compromise ethical standards for profit

●      Demonstrates leadership qualities