Effective Personnel Management

Who is legally responsible for all pharmacy operations and staff?

The PIC (Pharmacist-in-Charge) or DOP (Director of Pharmacy)

What role does the pharmacist on duty have in management?

Acts as the manager while actively practicing

What should the hiring process begin with?

A well-developed job description with clear expectations and job functions

What are the key components of a job description?

Title; summary; responsibilities/duties; qualifications/skills; compensation

What factors should be considered when designing employee training?

Goals; who is being trained; time/budget; available resources

What are the 3 learning styles discussed in the lecture?

Visual; auditory; kinesthetic

What training techniques can pharmacy managers use?

Technology-based learning; on-the-job training; coaching/mentoring; instructor-led training; roleplaying; videos; case studies

What is discretionary effort?

How hard employees work, how well they perform, and how long they stay

What primarily influences discretionary effort?

Employee attitude and workplace culture

Is discretionary effort modifiable?

Yes

What type of feedback is preferred for performance management?

Regular, consistent feedback rather than relying only on yearly evaluations

What does SCORE stand for in performance management?

Strategic; Communication; Opportunity; Recognition; Engagement

What does "Strategic" mean in the SCORE performance-management model?

Link employee efforts to organizational/business goals

Why should employee work be linked to organizational goals?

It gives employees a big-picture view and makes their work meaningful

What does "Communication" mean in the SCORE model?

Fair, accurate, day-to-day coaching and feedback that promotes open dialogue

What types of feedback should managers provide?

Both positive and negative/constructive feedback

What does "Opportunity" mean in the SCORE model?

Match employee strengths/skills with work and identify advancement opportunities using measurable performance

What does "Recognition" mean in the SCORE model?

Acknowledge and reward good performance to reinforce desired behaviors

What does "Engagement" mean in the SCORE model?

Help employees find solutions, encourage effort, and include them in decision-making/problem-solving

What are the major barriers to effective management?

Lack of training; lack of time; fear of consequences

Why is lack of training a barrier to effective management?

Both managers and staff may lack the skills needed for effective management

Why is lack of time a barrier to effective management?

Effective management requires time for coaching, feedback, and employee development

How can fear of consequences interfere with management?

Managers may avoid honest or critical feedback because they fear the employee's response

What is the purpose of a formal employee evaluation?

Assess performance and guide promotions/demotions, pay increases, development, improvement, or termination

What characteristics should performance measures have?

Clear, specific, and objective

What 4 factors should be considered when evaluating the quality of a performance measure?

Strategic relevance; criterion deficiency; criterion contamination; reliability

What is strategic relevance in employee evaluation?

How well the evaluation criteria relate to organizational goals

What is criterion deficiency?

The evaluation fails to measure important aspects of job performance

What is criterion contamination?

The evaluation is influenced by factors unrelated to actual job performance

What is reliability in employee evaluation?

Consistency of performance ratings, including consistency among evaluators

What are the 3 major approaches to employee evaluation?

Trait-based; behavior-based; results-based

What does a trait-based evaluation measure?

Employee characteristics/traits such as dependability, empathy, initiative, and teamwork

What does a behavior-based evaluation measure?

Specific observable employee behaviors

What does a results-based evaluation measure?

Achievement of specific goals or outcomes

Which evaluation method focuses on characteristics such as dependability, empathy, and initiative?

Trait-based evaluation

Which evaluation method focuses on observable actions such as arriving on time or helping coworkers?

Behavior-based evaluation

Which evaluation method focuses on whether an employee achieved predetermined goals?

Results-based evaluation

What is a multi-tool performance evaluation?

A blend of trait-, behavior-, and results-based evaluation methods

What is the benefit of using multiple evaluation tools?

Provides broader, ongoing ("perpetual") performance management and development

What is a 360-degree assessment?

Performance feedback collected from other people who interact with the employee

What is a self-review?

An employee's evaluation of their own performance

What are potential concerns with employee evaluations?

Legal challenges; employee perception; morale