FINALS LEC Flashcards by Renren Dominguez

issuing of assignments, orders,
instructions that permit the worker to know
what is expected of him,

DIRECTING

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CHARACTERISTICS OF GOOD DIRECTIONS

Directions must be clear, concise, consistent
and complete.

person giving directions must speak
distinctly and slowly

Avoid giving too many directions at one
time

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ELEMENTS OF DIRECTING

DSCC

Delegation
2. Supervision
3. Coordination
4. Communication

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the process by which a manager
assigns specific tasks/ duties to workers with
commensurate authority to perform a job.

DELEGATION

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– the right to decide and command

Authority

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obligation to do what is asked.

Responsibility

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responsible/ answerable for
one’s actions.

Accountability

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BASIC CONCEPT OF DELEGATION

ARA

Authority
Responsibility
Accountability

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process of getting the work done
through others which is done properly, on
time and within the budget.

SUPERVISION

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GOOD SUPERVISION FOCUSES ON
DEVELOPMENT OF THE THREE AREAS OF
SKILLS:

CIT

Conceptual
Technical
Interpersonal

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– enhance knowledge through
adequate information and feedback.

Conceptual –

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refinement of skills through
in-service trainings and seminars.

Technical

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develop communication
skills through constant dialogues and
conferences.

Interpersonal

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unites personnel and service to
a common objective.

Coordination

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TYPES OF COORDINATION

IIE

Intradepartmental
Interdepartmental
Extra-Installation

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It is the process whereby a message is
passed from sender to receiver with the
hope that the information exchange will be
understood as the sender intended.

COMMUNICATION

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ELEMENTS OF COMMUNICATION

SMR

Sender
2. Message
3. Receiver

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LINES OF COMMUNICATION

DUHo

Downward
Upward
Horizontal
Outward

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higher to lower level
- Traditional type, from superior to
subordinate

Downward

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Lower level management to higher
- A form of feedback from subordinate

Upward

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Between hierarchical levels
- Lateral communication, endorsement,
rounds

Horizontal

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Deals with info that flows from caregivers
to the patients, their families & relatives,
visitors.

Outward

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gives the general impression of his
personality and self concept.

Personal appearance

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should be soft and gentle. It should
not be irritating to the ear

Intonation of the voice

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friendly smile establishes immediate rapport with the client and invites trust and confidence in the nurse.

Facial expression

indicate his physical wellness, his emotions, and attitude towards his clients.

Posture and gait -

is a way of caring.

Touch

MODES OF COMMUNICATION used by MANAGERS W F N T

Written communication – electronic mail, memo 2. Face to face communication – oral, direct 3. Non-verbal communication – facial expressions, body language 4. Telephone – rapid & allows the receiver to clarify messages at the time it is given

electronic mail, memo

Written communication

– rapid & allows the receiver to clarify messages at the time it is given

Telephone

A natural, inevitable conditions and often a pre-requisite to change.

CONFLICT

LEVELS/SOURCES OF CONFLICT 4 I's

Intrapersonal ● Interpersonal ● Intragroup ● Intergroup

Occurs when two or more groups attempt the same goals and only one group can attain them.

COMPETITIVE CONFLICT

Takes place in an environment filled with fear, anger and stress.

DISRUPTIVE CONFLICT

focus on goals and attempts to meet the needs of both parties.

WIN-WIN RESOLUTION

one which neither side wins, the settlement reached is unsatisfactory to both sides.

LOSE-LOSE RESOLUTION

this strategy represses rather than settles conflict, creates situation that the loser left angry and antagonistic.

WIN-LOSE RESOLUTION/DOMINANCE OR SUPPRESSION

conflicting parties give and take on various issues

NEGOTIATION

Is the process by which managers assures that the actual expenditures & activities conform to plan.

CONTROLLING

4 CHARACTERISTICS OF AN EVALUATION TOOL

It should be objective It should be reliable It should be valid It should be sensitive

means the ability of the measured fine line differences among the criteria being measured.

Sensitivity

refers to the relevancy of the measurement to the performance of the employee.

Validity

refers to the accuracy or precision of the tool that if administered twice, it will produce the same results.

- Reliability

means that the evaluation tool is free from bias.

Objectivity

continuous flow between measuring, comparing and action.

CONTROL PROCESS

4 STEPS IN CONTROL PROCESS

1. Establishing performance’ objectives and standard. 2. Monitor & Measure performance of nursing care services and evaluate it against the standards through records, reports and observations. 3. Comparing measured performances against established objectives and standards. 4. Taking necessary corrective actions.

TECHNIQUES FOR MONITORING AND MEASURING SERVICE NQN

1. Nursing Rounds 2. Quality Assurance 3. Nursing Audit

is essentially the activities & techniques employed to achieve and maintain the quality of a product service or processes

QUALITY CONTROL

4 FOCUS OF QUALITY CONTROL:

1. pt./client/family satisfaction of nursing care 2. facilities & climate 3. methods used to deliver nursing care 4. outcome of nursing care

is an on-going repetitive process w/ the actual frequency dependent on the type of activity being measured.

Measurement of Performance

done only twice a year

- Formal performance appraisal

It is a control process in which employees’ performance are evaluated against standards.

PERFORMANCE APPRAISAL

4 METHODS OF MEASURING PERFORMANCE

INFORMAL APPRAISAL W/C CONSIST OF FORMAL APPRAISAL PEER REVIEW QUALITY CIRCLES

INFORMAL APPRAISAL W/C CONSIST OF :

a. Incidental observation of work performance b. Responses made workers during conferences c. Noting the interaction of workers with the clients, their families, visitors & co-workers

is accomplished regularly & methodically by collecting objective facts that can demonstrate the difference between what was expected & what was done.

FORMAL APPRAISAL

the Appraiser writes a paragraph or more covering the worker’s strengths, weaknesses & potentials

Essay

contains compilation of all nursing performance expected of a worker.

Checklists

the evaluator ranks the employees according to how he or she talked w/ respect to certain aspects of performance or qualifications.

Ranking

FORMAL APPRAISAL consists of (3)

Essay Checklists Ranking

it includes a series of items representing the different tasks or activities in the nurse’s job description or the absence or presence of desired behavior & the extent to w/c these are possessed.

Rating Scales

may be to describe punctuality in reporting for duty such as: 1 – Often times late 2 – Sometimes late 3 – Always reports on time

A descriptive graphic rating scale

The Evaluator is asked to choose from the statements that best describe the nurse being evaluated.

Forced Choice Comparison

describes the nurses experience w/ a group or a person or in validating technical skills & interpersonal relationship.

Anecdotal Recording

A problem solving process that systematically assesses the quality of care & corrects any defect that is observed.

QUALITY ASSURANCE

3 METHODS OF QUALITY ASSURANCE

1. PATIENT CARE AUDITS 2. PEER REVIEW 3. QUALITY CIRCLES

a. Concurrent, Open chart or Benedicter - is one in w/c patient care is observed & evaluated - a review of the patient charts while the patients are still confined in the hospital

1. PATIENT CARE AUDITS

-is one in w/c patient care is evaluated through: 1. A review of discharged patient’s charts 2. Questionnaire last or interviews conducted on discharged patient

b. Retrospective audits

may do patient care audits evaluating another’s job performance against accepted standard.

PEER REVIEW

A group of workers doing similar work meets regularly, voluntarily, in normal working time, under the leadership of their supervisor, to identify, analyze and solve work-related problems & so recommended should implement the solution themselves.

. QUALITY CIRCLES

- is created & composed of a representative form all levels of the nursing staff

NURSING AUDIT COMMITTEE

CONTROL OF RESOURCES

1. Periodic review 2. Consumption of supplies & materials 3. Requisition of/or stocking a large number of supplies & materials 4. Ordering the correct materials 5. Checking inventory levels 6. Regular inspection of equipment to prevent breakdown and/or to detect needed repair (Maintenance report/plan)

is regarded as a constructive & effective means be which employees take personal responsibility for their own performance

DISCIPLINE

Any employee charged for break of the rules & regulations, policies, norms of conduct shall be given the corresponding due process

DISCIPLINARY ACTION

DISCIPLINARY ACTION SHOULD BE PROGRESSIVE IN NATURE SUCH AS:

1. Counseling & Oral warning 2. Written warning 3. Suspension 4. Dismissal

is best given in private & in an informal atmosphere ⮚ Employee is given a fair chance to air his side. ⮚ The relevant facts are analyzed & evaluated against his past performance.

. Counseling & Oral warning

is the second step in disciplinary action ⮚ it is preceded by an interview similar to oral warning. ⮚ he is told after the interview that he will be given a written warning, this includes:

Written warning