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8/8/2019 Contents in Detail Dunn9

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CONTENTS IN DETAIL

Preface......................................................................................................xv

Part I: Stepping into Management ...........................................................1

1. The Supervisors Job, Roles, Functions, and Authority......................3

The Healthcare Perspective .........................................................................3

The Demands of the Supervisory Position...................................................6

The Managerial Aspects of the Supervisory Position .................................11

The Meaning of Management ..................................................................12

Managerial Skills and Technical Skills ........................................................13

Managerial Functions and Authority .........................................................16

Expect Surprises .......................................................................................21

Benefits of Better Management.................................................................22

2. The Theories and History of Management .....................................25

Industrial Revolution (1700s1800s) ........................................................25

Classical School (1800s1950s).................................................................26

Human Relations Movement (1930Present) ...........................................30

Human Resources School (1950Present) ................................................31

Contemporary Management Theories (1940sPresent).............................32

Part II: Connective Processes ................................................................. 41

3. Decision Making .............................................................................43

Programmed and Non-Programmed Decisions .........................................44

The Importance of Decision-Making Skills ...............................................45

4. Coordinating Organizational Activities ............................................55

The Meaning of Coordination ..................................................................56

Coordination and Cooperation .................................................................57

Difficulties in Attaining Coordination .......................................................59

Coordination and Managerial Functions ...................................................60

Coordination and Decision Making ..........................................................61Coordination and Communication............................................................61

Dimensions of Coordination .....................................................................62

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5. Communicating............................................................................... 67

The Nature of Communication.................................................................69

Communication Network .........................................................................71

Formal Channels.......................................................................................71

Communication Media .............................................................................75

The Managers Role in Communication....................................................80

Barriers to Communication.......................................................................81

Overcoming Barriers to Improve Communication Effectiveness ................85

The Grapevine: The Informal Communication Network ...........................89

6. Legal Aspects of the Healthcare Setting...........................................99

Liability ..................................................................................................100

Personnel-Related Regulations ................................................................114

Part III: Planning................................................................................... 123

7. Managerial Planning ......................................................................125

The Nature of Planning ..........................................................................126

Forecasting Future Trends ......................................................................127

Supervisory Forecasts..............................................................................129

Benefits of Planning ................................................................................131

The Strategic Planning Process................................................................132

The Use of Objectives in Planning ..........................................................142

Monitoring the Effectiveness of the Strategic Plan ..................................1458. Tactical Considerations in Planning ...............................................157

The Supervisor as a Change Agent..........................................................157

Planning Strategies..................................................................................158

9. Planning Tools...............................................................................173

Policies ...................................................................................................174

Procedures ..............................................................................................179

Methods .................................................................................................181

Rules.......................................................................................................182Work Simplification.................................................................................183

Organizational Manuals ..........................................................................184

Programs and Projects ............................................................................186

Budgets ..................................................................................................188

10. Time Management Techniques ......................................................199

Use of Time............................................................................................200

Time-Use Chart......................................................................................202

Managing the Employees Time..............................................................205

Part IV: Organizing................................................................................ 209

11. Fundamental Concepts of Organizing............................................211

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Formal Organization Theory ..................................................................212

Authority and Span of Control................................................................213

Authority ................................................................................................214

Line of Staff............................................................................................222

Span of Management ..............................................................................229

12. Division of Work and Departmentalization ....................................241

Division of Work or Job Specialization ....................................................242

Departmentalization ...............................................................................244

Organizing at the Supervisory Level........................................................252

Departmental Organizational Structure...................................................253

Organization and Personnel ....................................................................257

Organizational Design ............................................................................257

Organizational Charts .............................................................................263

13. Delegation of Authority.................................................................271

The Meaning of Delegation ....................................................................271

The Scalar Chain (Chain of Command) ..................................................273

Unity of Command.................................................................................274

The Process of Delegation ......................................................................274

Availability of Trained Subordinates ........................................................282

Selecting a Backup ..................................................................................283

Recognition ............................................................................................284

Equality of the Three Essential Parts.......................................................285

CentralizationDecentralization Continuum ...........................................286

Achieving Delegation of Authority..........................................................287

Organizational Maturity..........................................................................290

Delegation and General Supervision........................................................290

Advantages and Disadvantages of Delegation ..........................................292

14. Process of Reorganization and Tools to Improve the Process........295

Reorganization Concepts and Tools ........................................................297

Reorganization Vocabulary......................................................................299

The Supervisors Role in Quality Management........................................300

What Is Quality? .....................................................................................301

An Example of Six Sigma ........................................................................313

Six Sigma vs. Lean vs. Kaizen..................................................................316

Reengineering.........................................................................................317

Downsizing and Rightsizing ...................................................................319

Recentralization of Authority ..................................................................320

15. Committees as an Organizational Tool .........................................323

The Nature of Committees .....................................................................324

Functions of Committees........................................................................325

Benefits of Committees...........................................................................326

Disadvantages of Committees .................................................................327The Effective Operation of a Committee.................................................329

The Committee Meeting.........................................................................337

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16. The Informal Organization............................................................345

The Genesis of the Informal Group ........................................................345

Benefits Derived from Groups.................................................................346

The Informal Organization .....................................................................348

The Supervisor and the Informal Organization .......................................351

Part V: Staffing: Human Resources Management ..................................357

17. The Staffing Process ......................................................................359

The Staffing Function and the Human Resources Department................360

Staffing and Legal Implications ...............................................................366

Functional Authority and the Human Resources Department .................368

The Supervisors Staffing Function..........................................................368

The Organizing Side of Staffing..............................................................385

18. The Selection Process ....................................................................391

Interviews ...............................................................................................393

The Employment Interview ....................................................................394

Evaluating the Applicant .........................................................................406

Testing the Applicant ..............................................................................408

Diversity .................................................................................................410

Making the Decision...............................................................................410

19. Performance Appraisals and Position Changes ..............................415

The Performance Appraisal System..........................................................416

Performance Appraisal Methods..............................................................417

Performance Appraisal Purposes..............................................................418

Mentoring, Skill Building, and Succession Planning ................................421

Timing of Appraisals ...............................................................................422

Who is the Appraiser?..............................................................................423

Performance Rating ................................................................................425

Preparing for the Interview .....................................................................433

The Appraisal Interview ..........................................................................435

Proper Wages, Salaries, and Benefits........................................................439

Promotion ..............................................................................................443

Part VI: Influencing............................................................................... 451

20. Giving Directives and Managing Change .......................................453

Characteristics of Good Directives...........................................................454

Directing Techniques ..............................................................................458

Explaining Directives ..............................................................................465

General Supervision Compared with No Supervision ..............................466

Team Management .................................................................................467Change and Influencing..........................................................................468

21. Leadership .....................................................................................481

Leadership Theories ................................................................................482

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Leadership Roles.....................................................................................485

Leadership Style ......................................................................................486

Energizing Staff ......................................................................................489

Diversity .................................................................................................489

Social Responsibility................................................................................492

22. Motivation..................................................................................... 495

Theories of Motivation ...........................................................................495

Model of Motivational Processes.............................................................496

Perceptions, Values, and Attitudes...........................................................508

Modifying Motivational Techniques ........................................................516

Working with the Generations and Diversity ...........................................517

23. Morale........................................................................................... 531

The Nature of Morale.............................................................................532The Level of Morale ...............................................................................532

Factors Influencing Morale .....................................................................541

The Supervisors Role .............................................................................542

The Third Shift.......................................................................................541

The Effects of Morale .............................................................................543

Assessing Current Morale........................................................................544

24. Discipline....................................................................................... 563

Organizational Discipline ........................................................................563

When Discipline Is Warranted .................................................................566The Supervisors Dilemma ......................................................................574

The Red-Hot Stove Approach.............................................................575

Discipline Without Punishment...............................................................578

Right of Appeal ..................................................................................... 580

Part VII: Controlling...................................................................................583

25. Fundamentals of Control and the Controlling Function ................585

The Nature of Control............................................................................586

Human Reactions to Control..................................................................586The Supervisor and Control....................................................................587

Anticipatory Aspect of Control ...............................................................587

Control Systems......................................................................................590

The Feedback Model of Control.............................................................593

The Closeness of Control........................................................................595

Basic Requirements of a Control System .................................................595

The Supervisors Role in the Control Function .......................................597

Benchmarking.........................................................................................610

26. Budgetary and Other Control Techniques .....................................613

The Nature of Budgeting and Budgetary Control...................................614

The Supervisors Concern About Budgeting ...........................................614

Numerical Terms in Budgeting ...............................................................615

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Making the Budget .................................................................................615

Participation in Traditional Budgeting ....................................................616

Budgeting Approaches ............................................................................617

Types of Budgets ....................................................................................620

Preparing the Budget..............................................................................620Other Budget Considerations..................................................................622

Additional Controls ................................................................................627

Part VIII: Labor Relations ..............................................................................631

27. The Labor Union and the Supervisor .................................................633

The Nuances of Unions ..........................................................................634

Unionization and Labor Negotiations.....................................................635

The Supervisor and the Shop Steward.....................................................642

Employee-Friendly Legislation ................................................................644

28. Handling Grievances .............................................................................647

The Shop Stewards Role ........................................................................648

The Supervisors Role .............................................................................649

Non-unionized Organizations.................................................................654

29. Emerging Influences in Healthcare .....................................................657

The Force of Change ..............................................................................657

Changing Occupations............................................................................657

Changing Consumers and Satisfaction.....................................................659Changing Technology and Medicine.......................................................661

Changing Economics ..............................................................................663

Changing Policies and Regulations..........................................................664

Changing Staff Issues..............................................................................666

Changing Communication Methods .......................................................669

Changing Our Cost Structure Through Collaboration

to Achieve Quality..............................................................................669

A Final Word ..........................................................................................670

Glossary .........................................................................................................675

References ......................................................................................................689

Index..............................................................................................................709

About the Author...........................................................................................733

C o n t e n t s i n D e t a i lxiv

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