Deck 9: Performance Management in Healthcare Organizations

Question 1

Often times,outside raters are used to evaluate __________.

A) Researchers
B) Executives
C) Both A and B
D) Neither A nor B

Answer 1

Both A and B

Question 2

When the measurement process omits significant criteria,the measures are __________.

A) Deficient
B) Contaminated
C) Tainted
D) Saturated

Answer 2

Deficient

Question 3

If an appointment scheduler at a doctor's office is measured on his or her ability to schedule accurately and to program the computer he or she is using,the measures are probably __________.

A) Contaminated
B) Deficient
C) Accurate
D) Irrelevant

Answer 3

Contaminated

Question 4

Employees should be given performance standards when __________.

A) Their performance is lacking
B) Their six month review
C) They are hired
D) When their manager sees fit

Question 5

A __________ is a continuum of scores ranging from unacceptable to exemplary.

A) Checklist
B) Ranking list
C) Forced distribution
D) Graphic-rating scale

Question 6

Management by objectives (MBO)__________.

A) Evaluates the employee's performance as compared to management objectives
B) Compares standardized behavioral descriptions to the employee's actual performance
C) Involves both the manager and the employee in setting objectives
D) Is usually not an effective method because employees are not allowed discretion in the objectives set by management

Question 7

Many healthcare organizations conduct formal appraisals __________.

A) Once per year
B) Once per year, on the employee's birthday
C) Once per year, on a date mutually agreed upon
D) A combination of A and B

Question 8

To avoid charges of discriminatory practices,performance appraisals must be __________.

A) Conducted bi-annually
B) Conducted by an outside rater
C) Objective
D) All of the above

Question 9

The process of evaluating an employee's performance is called __________.

A) Performance criteria
B) Performance process
C) Performance appraisal
D) Performance standards

Question 10

Peer rating processes are developed to help managers collect performance information by using teams and peers that the employee has worked with during __________.

A) His/her orientation
B) The last year
C) His/her tenor with the organization
D) The evaluation period

Question 11

In a/an __________,outside professionals review the manager's comments about each employee's performance,and then assign a rating.

A) Field-review
B) Critical-incident narrative
C) Essay
D) Outside rater method

Question 12

Employee performance is important for organizations that are counting on their employees to help __________.

A) Increase employee retention
B) Workplace culture
C) Meet organizational goals
D) All of the above

Question 13

The formal appraisal process begins __________.

A) When the HR staff and the managers develop an appraisal form
B) During the employees orientation
C) When performance is noted
D) The manager has collected enough information needed in order to have a formal appraisal

Question 14

Employees' ratings of managers takes advantage of the fact that employees:

A) Tend to give positive reviews of their managers
B) View their ratings as a way to help the company
C) Frequently have knowledge of the manager's performance
D) Have a better understanding of what the ratings mean

Question 15

The following information source is used in the narrative performance appraisal method and allows managers significant flexibility in describing an employees' work performance:

A) Critical-incident narrative
B) Essay
C) Field reviews
D) Informal evaluations

Question 16

Persuasion skill is an example of __________ criteria.

A) Trait-based
B) Results-based
C) Behavior-based
D) None of the above

Question 17

Organizations develop performance management systems to define expectations for employees and to __________.

A) Manage compensation
B) Reward for good performance
C) Document sub-par performance
D) Manage their performance

Question 18

Results-based criteria,when used for evaluation performance __________.

A) Focuses on specific behaviors that lead to job success
B) Considers what the employee has done or accomplished
C) Determines how well the employees do their jobs
D) Identifies character traits that result from job success

Question 19

Informal appraisals are generally given __________.

A) By peers
B) When negative performance is noted
C) When performance, regardless of its nature, is noted
D) By managers

Question 20

The two general uses of performance appraisal,which are often in conflict,are __________.

A) Salary administration and discipline
B) Training and development
C) Administrative and development
D) Coaching and career planning

Question 21

An effective performance management program __________.

A) Compares and contrasts the administrative and development uses of performance appraisals
B) Describes the various methods of appraising performance
C) Defines the importance of the performance appraisal process
D) Identifies and resolves employee performance problems

Question 22

Employees tend to be at disadvantage when managers use a critical-incident narrative since it focuses primarily on the negative than the positive aspects of their performance.

Question 23

What tools do managers use to improve employees' performance?

A) Progressive discipline processes
B) Performance appraisals
C) Job descriptions
D) All of the above

Question 24

Although HR plays a vital role in the appraisal process,the ultimate responsibility rests with the manager.

Question 25

When a manager compares employees to each other rather than to job performance standards in the performance review process,this is known as what type of rater error __________.

A) Contrast errors
B) Recency errors
C) Rater bias errors
D) Central tendency errors

Question 26

Comparative method performance appraisals require managers to compare the performance of one employee against another.

Question 27

Employee performance is measured by job standards defined by performance management systems.

Question 28

If managers are not able to evaluate employees' performance effectively using the method they have chosen,what might be the best solution?

A) Use a combination of methods
B) Involve outside raters
C) Try to eliminate rater biases
D) Ask the employee to rate themselves

Question 29

Managers who tend to rate all of their employees within a narrow range are referred to as __________.

A) Recency raters
B) Lenient raters
C) Central-tendency raters
D) Bias raters

Question 30

This type of rater error occurs when a manager rates an employee high or low on all job standards based on one characteristic __________.

A) Recency errors
B) Strict errors
C) Halo effect errors
D) Rater bias errors

Question 31

Performance evaluation and competency assessment are one in the same.

Question 32

Performance management is a vital link between organizational strategy and its profits.

Question 33

The labor situation in the healthcare industry,in the next two decades,is projected to be a(n)__________.

A) Shortage
B) Excess
C) Staffed with over-qualified candidates
D) Staffed with under-qualified candidates

Question 34

A Graphic-rating scale of appraising performance offers a list of words or statements that describe an employee's performance.

Question 35

When managers have information about performance problems,they should first __________.

A) Document the issue in the employees' personnel file
B) Meet with the individual employee to review the problems
C) Decrease their salary
D) Take the information to the manager's supervisor

Question 36

Any time managers make decisions that differentiate employees for promotions,dismissals,and layoffs,they should consider performance appraisals in making their decisions.

Question 37

The process of evaluating an employee's performance is called the 360-degree evaluation.

Question 38

When a self-rating evaluation is used there are usually no other forms of information gathering tools used.

Question 39

HR professionals believe that linking pay to performance is the best way to influence performance.

Question 40

Multisource ratings are often difficult to use because there is usually greater variability than expected in the ratings from different sources.

Question 41

Managers who give their employees low ratings make the mistake of being overly lenient raters.

Question 42

Reviewers should keep only positive information from the entire evaluation period,in that negative information will only be destructive to the employee and therefore cause poor performance.

Question 43

One of the most common errors managers make when conducting appraisals is to use only recent events to judge employees' performance.