Trust
Which of the following about Trust is correct?
A. Trust is quickly and easily earned
B. Trust is crucial to developing strong interprofessional relationships
C. Trust won't be harmed if you lie to your staff as long as it keeps the workflow going
B. Trust is crucial to developing strong interprofessional relationships
What is "unwinding" (definition for this class)?
A. Finally being able to relax after a long day of classes and exams
B. Providing a form of distraction and entertainment for your staff members at the end of the workday
C. Losing sight of your purpose or your professional goals
C. Losing sight of your purpose or your professional goals
What is reflected in a leader's values?
A. Their sense of right and wrong
B. Which employee is their favorite
C. Which medications are most frequently filled
D. Their financial abilities
A. Their sense of right and wrong
What contributes to a leader's "zest"?
A. Their attitude
B. Their body language
C. Their passion
D. All of the above
D. All of the above
Which of the following is a good way to build trust with staff members?
A. Exhibit empathy
B. Share "bad" news honestly
C. Solicit feedback
D. All of the above
D. All of the above
Which of the following does NOT lead to unwinding?
A. Fear of failure
B. Insecurity
C. Self-reflection
D. Complacency
C. Self-reflection
Which of the following does NOT effectively communicate the pharmacy's value statement with the staff?
A. Discussion via email notification
B. Shout at employees when they do not follow the pharmacy's value statement
C. Include a values discussion with potential new employees
D. A & C
B. Shout at employees when they do not follow the pharmacy's value statement
How can a leader maintain their zest?
A. Spend time with other energetic, positive leaders
B. Dwell on a previous failure
C. Remind themselves of their goal towards patient care
D. A & C
D. A & C
Polk Family Pharmacy has remained a successful independent pharmacy in an era dominated by chain pharmacies largely due to its exceptional, close-knit staff, many of whom have worked at the pharmacy for a decade or more. Recently, a popular member of the staff has been diagnosed with a serious mental health condition necessitating their resignation. Several members of the staff have approached the owner and asked questions about their former colleague’s abrupt disappearance, unsure whether he had been fired.
Which of the following would be the strongest course of action?
A. Lie and tell the staff that the employee was relocated to another store
B. Express that the employee was unable to maintain their position at the pharmacy due to personal life challenges.
C. Explain the exact details behind the resigned employees medical diagnosis and explicitly why they felt they couldn't work anymore.
D. Ignore the questions and move on with the workday
B. Express that the employee was unable to maintain their position at the pharmacy due to personal life challenges.
Which of the following are ways to refocus and reverse unwinding?
A. Self-reflection
B. Consult with mentors
C. Learn from previous experiences
D. All the above
D. All the above
You're the pharmacist at a small community pharmacy. One day, while you're extremely busy, you notice one of your technicians becomes frustrated with a patient and begins to argue back to them in a rude tone. It quickly devolves to insults before you're able to intervene and finish serving the patient yourself. You apologize profusely for your technician's behavior as the technician in question storms off to the back of the store.
How should the situation be handled in regards to the value statement of the pharmacy?
A. Go to the back of the store and scream at the technician in question about their values and capabilities.
B. Ignore the situation and move on, we're too busy for this
C. Address the situation briefly among the other employees right now, and then send an email to all staff reminding them of the value statement of the pharmacy. Talk with frustrated technician and assess their mindset.
D. Fire the offending technician and then move on with the day.
C. Address the situation briefly among the other employees right now, and then send an email to all staff reminding them of the value statement of the pharmacy. Talk with frustrated technician and assess their mindset.
JA Garfield is the long-time owner of Garfield Neighborhood Pharmacy. Many of Garfield’s staff have worked there for a number of years; most staff members attribute their longevity to JA’s leadership style and compassion for his patients and community generally. JA is always positive and upbeat, even during the most challenging of days. He allows his staff to show their creativity and is supportive even when things don’t go exactly as planned. Each staff member’s birthday is celebrated with a cake. JA is aware when a staff member is dealing with a personal issue and always offers to help if he can. He uses Garfield’s as the base for the community’s semi-annual food drives and supports health screening programs several times a year. Perhaps most importantly, he never allows a patient to leave his pharmacy without their medication, even if they are unable to pay for it.
Give 3 examples of how JA demonstrates positive zest
Always positive and upbeat
Allows staff to show creativity
Supportive, especially during hard times
Birthday celebrations
Community service volunteer
Never lets a patient leave without their medication