CHAM ACCESS MANAGEMENT LEADERSHIP AND
MANAGEMENT FREQUENTLY TESTED ACTUAL EXAM
QUESTIONS WITH CORRECT ANSWERS
Question 1.
Management
ANSWER
involves accomplishing tasks/duties by working with and through others.
Question 2.
Functions of Management:
ANSWER
1 Planning - establishing objectives and goals; identifying processes, methods and procedures
for accomplishing those objectives and goals. 2 Organizing - designing the overall structure of
the organization and developing the job duties that are required to accomplish the stated
objectives and goals. 3 Directing - motivating and leading people to achieve the established
objectives and goals. 4 Controlling - measuring the on-going activities and evaluating the
attainment of the objectives and goals. 5 Leadership - the process of influencing others.
Leaders may be formal titled individuals or may be persons who have gained the loyalty or
respect of others through various means. The latter group is often a staff person who can
actually have more influence over the workforce than the manager.
Question 3.
Leadership Traits:
ANSWER
1 Lead or support change 2 Communicate clearly and concisely 3 Ability to motivate staff 4
Promote collaboration and build trust 5 Integrate resources to achieve results 6 Set clear goals
that build a commitment 7 Set an example for others to follow
, Question 4.
Two Basic Types of Meetings
ANSWER
1 Process-oriented: knowledge is shared and information is exchanged. These usually occur on
a regularly scheduled basis. Usually the same people attend this meeting 2 Mission-oriented: a
specific issue arises that requires a decision be made. Frequently, only staff directly involved
with the issue attend, which may vary from meeting to meeting.
Question 5.
What are the four (4) stages of development for a team while maturing into a cohesive group?
ANSWER
1 Forming - members attempt to define their roles and responsibilities. Members may be quiet
and reserved as they affiliate with the group. 2 Storming - members begin to exchange ideas
and may be critical and confrontational as they establish their goals and objectives as well as
their identities and positions of power within the group. 3 Norming - acceptable behavior
guidelines are established and members begin to conform, develop trust and establish
protocols for achieving the objectives and goals of the team. 4 Performing - members are
collaborating, sharing information and are motivated by their joint efforts.
Question 6.
Empowering Subordinates - methods to develop team leaders:
ANSWER
1 Avoid competing for power, recognition and status 2 Effectively delegate - be willing to let
staff make some mistakes; focus on the end, not the means 3 Create and communicate a vision
- make staff feel their work has meaning 4 Insist staff diligently work toward the shared goals
and vision - this leads to improve team spirit and trust 5 Create a culture where trust replaces
fear and intimidation - emphasize quality and concern for the patient/family 6 Encourage staff
to believe in their own potential and worth - elevate their self-esteem by helping them be more
productive 7 Be supportive - be available and provide the resources needed for success
Question 7.
Customer Relationship Management
ANSWER
CRM is a multifaceted process, mediated by a set of information technologies that focuses on
creating two-way exchange with customers so that organizations have an intimate knowledge
and understanding, as well as the ability to anticipate the need of potential customers.
MANAGEMENT FREQUENTLY TESTED ACTUAL EXAM
QUESTIONS WITH CORRECT ANSWERS
Question 1.
Management
ANSWER
involves accomplishing tasks/duties by working with and through others.
Question 2.
Functions of Management:
ANSWER
1 Planning - establishing objectives and goals; identifying processes, methods and procedures
for accomplishing those objectives and goals. 2 Organizing - designing the overall structure of
the organization and developing the job duties that are required to accomplish the stated
objectives and goals. 3 Directing - motivating and leading people to achieve the established
objectives and goals. 4 Controlling - measuring the on-going activities and evaluating the
attainment of the objectives and goals. 5 Leadership - the process of influencing others.
Leaders may be formal titled individuals or may be persons who have gained the loyalty or
respect of others through various means. The latter group is often a staff person who can
actually have more influence over the workforce than the manager.
Question 3.
Leadership Traits:
ANSWER
1 Lead or support change 2 Communicate clearly and concisely 3 Ability to motivate staff 4
Promote collaboration and build trust 5 Integrate resources to achieve results 6 Set clear goals
that build a commitment 7 Set an example for others to follow
, Question 4.
Two Basic Types of Meetings
ANSWER
1 Process-oriented: knowledge is shared and information is exchanged. These usually occur on
a regularly scheduled basis. Usually the same people attend this meeting 2 Mission-oriented: a
specific issue arises that requires a decision be made. Frequently, only staff directly involved
with the issue attend, which may vary from meeting to meeting.
Question 5.
What are the four (4) stages of development for a team while maturing into a cohesive group?
ANSWER
1 Forming - members attempt to define their roles and responsibilities. Members may be quiet
and reserved as they affiliate with the group. 2 Storming - members begin to exchange ideas
and may be critical and confrontational as they establish their goals and objectives as well as
their identities and positions of power within the group. 3 Norming - acceptable behavior
guidelines are established and members begin to conform, develop trust and establish
protocols for achieving the objectives and goals of the team. 4 Performing - members are
collaborating, sharing information and are motivated by their joint efforts.
Question 6.
Empowering Subordinates - methods to develop team leaders:
ANSWER
1 Avoid competing for power, recognition and status 2 Effectively delegate - be willing to let
staff make some mistakes; focus on the end, not the means 3 Create and communicate a vision
- make staff feel their work has meaning 4 Insist staff diligently work toward the shared goals
and vision - this leads to improve team spirit and trust 5 Create a culture where trust replaces
fear and intimidation - emphasize quality and concern for the patient/family 6 Encourage staff
to believe in their own potential and worth - elevate their self-esteem by helping them be more
productive 7 Be supportive - be available and provide the resources needed for success
Question 7.
Customer Relationship Management
ANSWER
CRM is a multifaceted process, mediated by a set of information technologies that focuses on
creating two-way exchange with customers so that organizations have an intimate knowledge
and understanding, as well as the ability to anticipate the need of potential customers.
