MHSM 4310 CH 1

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CH 1 – 23 QUIZZES

CH 1 & 2 QUIZ

Question 1

Personnel’s image problems were solved by changing the name of personnel to human resources.

 True

 False

Question 2

The “employment office” gradually evolved into “human resources” because:

    Elements of work related to employment and employees grew in number and complexity over the years.
    A professional human resources department became required by regulation.
    Work organizations grew larger.
    Line management wished to be rid of tasks not related to delivering care.

Question 3

The sole external agency of concern to the personnel department is the Equal Employment Opportunity Commission (EEOC).

 True

 False

Question 4

“Outsourcing” of payroll refers to:

    Shifting the responsibility for payroll from personnel to accounting.
    Making time reporting the responsibility of line managers.
    Having payroll services provided by an outside vendor.
    Establishing a subsidiary unit to handle payroll exclusively.

Question 5

Many the personnel departments’ image problems were owing to the performance and behavior of personnel practitioners who were not fully prepared for the times.

 True

 False

Question 6

Reengineering has brought about a two-fold increase in the size of the average health care human resource department.

 True

 False

Question 7

On issues of employee conduct it is the responsibility of human resources to initiate action and tell department managers what they must do.

 True

 False

Question 8

A professional employer organization (PEO) provides the means for some smaller organizations to obtain most of their human resource services externally.

 True

 False

Question 9

The majority of chief executive officers (CEOs) ordinarily expect their human resource departments to:

    Supervise recruitment, administer compensation and benefits, and maintain personnel records.
    Provide advice and counsel on employee matters.
    Keep the organization out of employment-related legal trouble.
    All of the above.

Question 10

Competition is increasing in health care in part because elements of a shrinking hospital system are struggling to acquire or retain a specific market share.

    True
    FalseMultiple Choice

CH 3 & 4 QUIZ

Question 1

The National Labor Relations Act (1935) established a number of rules for the conduct of both unions and employers in labor organizing and situations.

 True

 False

Question 2

The 1991 amendments to the Civil Rights Act made it more difficult for employees to sue employers for alleged violations and thus reduced potential legal costs for employers.

    True
    FalseMultiple Choice

Question 3

Most legislation affecting employment relationships was passed during the final four decades of the twentieth century.

 True

 False

Question 4

The Civil Rights Act of 1964 had the effect of:

    Causing the change of the name “personnel” to “human resources.”
    Establishing a completely new direction for government in its concern for the citizens of the United States.
    Replacing existing wage-and-hour laws and labor-relations laws.
    Eliminating the equal Employment Opportunity Commission (EEOC).

Question 5

The Immigration Reform and Control Act (IRCA) applies to employers of 10 or more persons.

 True

 False

Question 6

Concerning the organization’s compensation and benefits programs, the department manager must:

    Faithfully avoid addressing compensation and benefits issues and refer all related inquiries to the HR department.
    Be sufficiently conversant with compensation and benefits issues to address routine questions.
    Be completely conversant with his or her own scales and plans but refer all employee questions to HR.
    Become intimately familiar with benefits plans but leave compensation issues to human resources personnel.

Question 7

The payroll office, once a constant feature of HR departments, was removed from HR primarily because:

    Payroll became too much work for the human resource staff.
    Human resources lost a political struggle with the finance department for the control of the payroll activity.
    It was seen as more efficient to have payroll done by an outside service.
    The most applicable knowledge and expertise became centered in activities having to do with accounting and finance.

Question 8

It has been repeatedly proven that most health care workers are primarily motivated by the promise of material rewards.

    True
    FalseMultiple Choice

Question 9

The typical human resources department will almost always be intimately involved in at least the three following employee-related activities:

    Help employees specifically address problems of productivity and quality of work.*B. Force an employee to seek assistance as a condition of continued employment.C. Require and employee to reveal pertinent personal information to management.D. All of the above.
    Compensation and benefits, training and development, and employee relations.
    Recruitment, compensation and benefits, and employee relations.
    Recruitment, compensation and benefits, and risk management.2, An employee assistance program (EAP) can often be utilized to:

Question 10

All of a health care organization’s training and development activities are usually centralized in human resources.

 True

 False

CH 7 & 8 QUIZ

Question 1 of 10  

Rather then rely solely on information from human resources, the department manager should periodically make an independent survey of wages for comparable positions in the community.

 True

 False

Question 2 of 10  

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The Health Insurance Portability and Accountability Act (HIPAA) has essentially replaced the major provisions of the Federal Insurance Contributions Act (FICA).

    True
    FalseMultiple Choice

Question 3 of 10  

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It is essential for the department manager to be intimately knowledgeable of all of the organization’s benefits plans.

 True

 False

Question 4 of 10  

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The benefits most preferred by the majority of employees are health insurance, paid vacations, and flexible sick-time plans.

 True

 False

Question 5 of 10  

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A department manager has no responsibility for apparent compensation inequities other than reporting them to human resources.

 True

 False

Question 6 of 10  

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Chronic customer complaints about a particular aspect of a department’s service could indicate either a need for remedial training or application of disciplinary action.

 True

 False

Question 7 of 10  

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A department manager should continually compare observed performance with expectations in the ongoing assessment of training needs.

 True

 False

Question 8 of 10  

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It is important for the manager or human resources to conduct all of a department’s training sessions; it is inappropriate for non-managerial staff to teach other non-managerial staff.

    True
    FalseMultiple Choice

Question 9 of 10  

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The department manager’s role as a teacher in continuing education activities:

    Is usually significant because the manager is ordinarily well-versed in the department’s tasks.
    Is primarily one of training other employees to serve as teachers.
    Requires the manager to be highly proficient in all of the topics that will be taught in the department.
    Should be minimal.

Question 10 of 10

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A health care provider organization’s new-employee orientation plans are mandated by accreditation and regulatory agencies.

 True

 False

CH 9 & 10 QUIZ

Question 1

Which of the following statements is not a key principle of succession planning?

    CEO succession planning should be a board-driven, collaborative process.
    Succession planning should be one of the governing board’s two or three most important tasks.
    The governing board and CEO should not discuss the process.
    Any agreements or promises the board makes must be communicated to the succeeding board leadership and honored.

Question 2

Developing a succession plan requires time and thought and is a daunting task.

    True
    FalseMultiple Choice

Question 3

A successor should always be available, being groomed and ready to step in.

 True

 False

Question 4

A key difference between succession and career planning is the focus.

 True

 False

Question 5

Which of the following is not true of grooming a successor?

    Developmental tasks should be sufficiently diverse to expose the successor to the entire organization and its departments and operations.
    Grooming an inside person helps an organization ensure that institutional memories will be preserved.
    CEOs who have personally experienced being groomed support this process.
    Grooming a successor is costly to an organization,

Question 6

The terms “average” and “standard” are not interchangeable; the actual “average” of a group’s performance is always higher than “standard” performance.

 True

 False

Question 7

A significant feature of management by objectives (MBO) is:

    The person is evaluated on achievement of or progress toward specific objectives developed by the individual.
    The only comparison experienced by the person is with his or her own past performance.
    It lends itself well to the appraisal of higher-level technical or professional employees and managers.
    All of the above.

Question 8

A particular strength of the team appraisal process lies in the implicit assumption that all team members perform at an equivalent level.

 True

 False

Question 9

In addition to improving performance in an employee’s present job, performance appraisal and the resulting records of appraisal are important because:

    Top management needs documented assurance that department manager’s are doing their appraisal as they should.
    It might be necessary to prove that employees who are not performing up to standard have been advised of same.
    Any given performance appraisal could conceivably figure prominently in wrongful discharge litigation.
    They are always used in determining who is laid off in a general reduction in force.

Question 10

Most of the rules that apply to employment interviewing also apply to the performance appraisal conference.

 True

 False

CH 11 & 12 QUIZ

Question 1

The department manager should make every effort to personally check the references of any applicant he or she is interested in hiring.

 True

 False

Question 2

The practice of “salary bumping:”

    Stimulates expansion of the supply of a given occupation in the local area.
    Invariably demonstrates the existence of salary inequities when comparing the organization’s pay scales to the scales of other facilities.
    When successful, raises the cost of doing business without increasing the local supply of talent.
    Is preferred and generally supported by the majority of human resource professionals.

Question 3

It is usually preferable to first recruit externally for new talent before opening up an available job to present employees.

 True

 False

Question 4

A department manager’s most active and potentially most helpful involvement in reference requests concerning a former employee should be:

    Personally responding to reference requests in as much detail as practical.
    Ensuring that all pertinent official documentation concerning a former employee has been forwarded for inclusion in the personnel file.
    Refusing to supply reference information to a peer at another facility who does not willingly reciprocate.
    Preparing to respond with a detailed assessment of the ex-employees personality and character in case this is requested.

Question 5

A manager who privately and confidentially shares opinions about an ex-employee with a peer at another facility is making his or her own organization vulnerable to certain legal charges.

 True

 False

Question 6

The Civil Service Reform Act of 1978 launched a period of change for government personnel management and prompted diversification of the federal civil service system.

 True

 False

Question 7

A significant advantage of civil service systems is that an employee can move freely among organizations because all such systems are essentially identical.

 True

 False

Question 8

The hiring process for individuals seeking employment at state and local health care organizations covered by civil service:

    Utilizes a civil service examination to determine whether an individual possesses the minimum qualifications for the job in question.
    Can include competitive exams to determine the most qualified persons for a particular job.
    Utilizes only written examinations so that documentation of test performance is created.
    For the sake of treating all applicants equally, favors no particular applicants with special consideration.

Question 9

One strong feature of most civil service systems is the ease and simplicity with which unsatisfactorily performing employees can be removed.

 True

 False

Question 10

The Civil Service Act and the systems it made possible are all products of the twentieth century.

 True

 False

CH 13 & 14 QUIZ

Question 1

It is preferable to start an interview with a question such as “Tell me all about yourself” so as to elicit as much information as possible.

 True

 False

Question 2

All of today’s interviewing prohibitions concerning information that cannot legally be requested came about with the passage of the Civil Rights Act of 1964.

 True

 False

Question 3

It is not valid to try judging whether an applicant would “fit in” with the group; rather, the sole basis for selection should be qualifications.

 True

 False

Question 4

Concerning an applicant that was interviewed but not selected for the open position, if the individual telephones the interviewer directly and wants to know why he or she was not chosen, the interviewer should:

    Explain in detail why this person was not chosen.
    State simply that someone more appropriately qualified was chosen.
    Refer the individual to the employment recruiter in human resources.
    None of the above.

Question 5

In preparing to interview a job applicant, the department manager should:

    Review the job description, modifying or rewriting it as necessary to fit the characteristics of the person to be interviewed.
    Do everything reasonably possible to meet with the applicant at the scheduled time.
    Prepare to describe his or her own rise in the organization as a means of “selling” the organization to the applicant.
    Remind the employment recruiter in human resources to be sure to send the application or resume’ with the applicant.

Question 6

Problems related to employee performance should be addressed differently from behavior issues because:

    Performance problems involve difficulty meeting the expectations or requirements of a job while behavior problems involve violations of policies or work rules
    An employee can ordinarily not be faulted for behavior problems while performance problems are usually the result of willful actions.
    Behavior problems are always much more difficult to address.
    None of the above.

Question 7

Problems that certain employees experience in performing as required and in meeting the minimum standards of a job are often:

    Caused or aggravated by incomplete orientation or inadequate training.
    The fault of a manager for failing to do everything reasonable to help employees succeed.
    Caused by employees’ state of mind due to circumstances totally unrelated to their jobs.
    All of the above.

Question 8

Any employee who appears to be getting close to a level of absenteeism that could result in a warning should be counseled in an effort to avoid formal disciplinary action.

 True

 False

Question 9

People-related problems and the frustrations accompanying them are a significant part of a first-line manager’s job.

 True

 False

Question 10

In appropriately addressing employee absenteeism, a department manager should:

    Maintain a zero tolerance attitude toward all absenteeism and encourage employees to strive for perfect attendance.
    Attempt to head off an employee’s developing pattern of absenteeism before it reaches the stage of disciplinary action.
    Not discuss absenteeism with employees while keeping accurate attendance records.
    Consider focusing on one or two employees who have the poorest attendance records and holding them up as examples of inappropriate conduct.

CH 15 & 16 QUIZ

Question 1

Documentation related to employees should be completed on a timely basis.

 True

 False

Question 2

Every page of every document should have a unique page number and an identifying title.

 True

 False

Question 3

All employees have the right to review their own personnel files and may do so in private.

 True

 False

Question 4

Which of the following should always be true for supervisors who maintain personnel files on their own employees?

    Supervisors’ files ordinarily include copies of the most recent one or two performance appraisals.
    Permanent records of older performance appraisals are always useful because they are generally unavailable elsewhere in the organization.
    Notes regarding negative items to include in the next performance appraisal are useful.
    Copies of warnings, reprimands or other disciplinary information should be discarded after 6 months.

Question 5

Which of the following is true about job descriptions?

    Job descriptions have minimal relevance for workers.
    Supervisors use organizational rating forms rather than job descriptions when evaluating their subordinates.
    HR rarely uses job descriptions when recruiting.
    Organizations have a vested interest in creating accurate job descriptions and maintaining their currency.

Question 6

Which of the following is true?

    Violence in the workplace is always due to stress
    Violence is similar to other forms of human behavior in that it is action in response to a condition, need, or demand.
    A department manager’s best approach to workplace violence involves following to company rules.
    Persons who commit violent acts in the workplace are usually underpaid.

Question 7

Which of the following is not true about employee searches?

    Organizations should have a published policy governing searches.
    Any search policy must be applied evenly and consistently to eliminate any perception of discrimination.
    Senior management employees are exempt from searches.
    Employee consent should be requested before a search.

Question 8

When providing advice, a manager appearing to be knowledgeable is more important than actually possessing information.

 True

 False

Question 9

Sexual harassment consists of unwelcome sexual advances, demands or requests for sexual favors, or other conduct of a sexual nature.

 True

 False

Question 10

Supervisors are entitled to maintain secret files on selected individuals.

 True

 False

CH 17& 18 QUIZ

Question 1

The Ethic of Critique continually questions a situation and the decision making process.

 True

 False

Question 2

Utilitarianism means compelling a CEO to support actions that produced the greatest good for the organization.

 True

 False

Question 3

The Ethic of Caring focuses on relationships from a personal standpoint.

 True

 False

Question 4

The Principle of Equal Respect means treating others as a person would like to be treated.

 True

 False

Question 5

Which of the following is false regarding the proposed candidate?

    The proposed candidate was enthusiastic about the job opportunity and the organization.
    The proposed candidate had an impressive resume.
    The proposed candidate had an established relationship with the organization that would reduce training time.
    The proposed candidate was an outsider.

Question 6

Individuals who are approaching termination for cause should be allowed to resign in lieu of discharge.

 True

 False

Question 7

Which of the following is false regarding termination?

    Terminations that involve the least risk to an organization are those for which good cause is evident.
    The supervisor or HR must ensure that organizational policies have been followed.
    Adherence to the progressive disciplinary policy is critical.
    All required documentation may be completed after the offending employee is discharged.

Question 8

Dismissal occurs for reasons related to performance.

 True

 False

Question 9

Discharge usually occurs after employees break organizational rules or violate organizational policies.

 True

 False

Question 10

When a contested claim results in a hearing before an administrative law judge, the department manager and an HR representative usually attend the session.

 True

 False

CH 19 & 20 QUIZ

Question 1

Key innovators of scientific management included Frederick W. Taylor, Frank and Lillian Gilbreth, Henry L. Gantt and Frank Bunker.

 True

 False

Question 2

The most significant influence on HR was the Humanistic Movement.

 True

 False

Question 3

Scientific management was based on statistics to achieve precision.

 True

 False

Question 4

Contented, well-treated employees who are dealt with fairly and equitably produce at about the same rate as those who are not so treated.

 True

 False

Question 5

In most circumstances, production-centered management is more effective in inspiring productivity than is people-centered management.

 True

 False

Question 6

Astute managers are alert for the presence of these clues: disciplinary actions being challenged, employees questioning managerial decisions, employees talking more openly with managers.

 True

 False

Question 7

The National Labor Relations Act of 1937, commonly known as the Wagner Act, is the basis of most of the labor laws in the United States.

 True

 False

Question 8

Which of the following is a reason why employees seek to form unions?

    Employees are treated fairly.
    Employees are spoken to openly and honestly.
    Employees are provided with salaries and benefits that are comparable to local competitors.
    Employees are given minimal responsibilities.

Question 9

Workers may desire union representation because:

    They feel that management does not listen to their concerns.
    Their sense of job security is threatened or lacking.
    They are unhappy with the way they are treated by management.
    Any of the above.

Question 10

When discussing union formation, managers can compare existing wages and benefits with those in unionized facilities.

 True

 False

CH 21 & 22 QUIZ

Question 1

Outsiders are needed when no employee in an organization has the needed skills or knowledge.

 True

 False

Question 2

Consultants, like all people, have some organizational bias.

 True

 False

Question 3

Outsourcing is usually permanent while consulting is temporary.

 True

 False

Question 4

Consultants usually receive benefits from a client.

 True

 False

Question 5

Engaging the services of a consultant is a form of outsourcing.

 True

 False

Question 6

Mediation is an alternative method used to resolve conflict.

 True

 False

Question 7

Mediators are more commonly certified than are arbitrators.

 True

 False

Question 8

Which of the following is a true statement about arbitration?

    Arbitration is conducted in a public forum so others will be aware of its proceedings.
    It is useful in determining fault regarding disclosure.
    In situations involving customers, goodwill may be damaged.
    Arbitration usually saves time but is as expensive as a trial.

Question 9

Which of the following is true about mediation?

    It is a more formal process than arbitration.
    A mediator has no power to impose a solution.
    A mediated agreement is legally binding without a court order.
    Mediation has formal rules of evidence and set procedures to follow.

Question 10

Arbitrators bound by precedent or rules of procedure.

 True

 False

CH 23 QUIZ

Question 1

HR assistance in disciplinary actions is voluntary.

 True

 False

Question 2

Candidates may be rejected without providing a reason.

 True

 False

Question 3

Which of the following is true?

    Human resources provides reasons for accepting candidates.
    Managers should be expected to seek perfect candidates.
    Allow human resources to do its job without being a nuisance.
    Department managers should supply reference information.

Question 4

Top management should not consider linking which of the following to the overall strategies of their organization?

    Plans for avoiding a union
    Plans for recruitment and retention
    Plans for training and development
    Plans for compensation and benefits

Question 5

Which of the following is false: Human resources should be consulted when:

    Job descriptions are prepared
    Individual employees are interviewed
    Employees are reviewed
    Employees are to be fired

Question 6

Department managers needing assistance should wait for HR to offer help.

 True

 False

Question 7

Employees with questions concerning HR should always be referred to HR.

 True

 False

Question 8

Which of the following is likely to be true in the future of human resources?

    We can expect fewer defined contribution retirement plans
    We can expect increased attention to the importance of employee attitudes
    We can expect no change in productivity enhancement programs
    We can expect decreasing concern for organizational values

Question 9

Which of the following is not true about informal channels of communication?

    They have the potential to make employees feel threatened
    They can make employees feel frustrated
    They are satisfying for unions.
    They can embarrass managers.

Question 10

HR should always be involved when resolving wage complaints.

 True

 False

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