Midterm Exam

Question 1

It is a statement or memo that outlines the institution’s position on an administrative or
operational issue.

Answer 1

Policy

Question 2

It is An instructional document that provides explanations and step-by-step directions
on how to perform a task, test, or process.

Answer 2

Procedure

Question 3

It is a manual that contains policies that applies to the general and overall operations of the institution

Answer 3

Policy Manual

Question 4

It is an instructional document that provides explanations and step-by-step directions
on how to perform a task, test, or process.

Answer 4

Procedure

Question 5

It is a manual containing procedures that applies to specific work tasks and duties

Answer 5

Procedure Manual

Question 6

The primary objective of policy and procedure manuals is to ensure ____________________
between the members of the organization.

Answer 6

effective communication

Question 7

Must attempt to remove any ambiguities and allow uniform and consistent application
to the laboratory’s policies and procedures

Answer 7

Goal

Question 8

The following examples are only a small sample of activities that are tied directly to the
contents of policy and procedure manuals:

Answer 8

•Responsibility and control
• Performance appraisals
• Completion of tasks and duties
• Quality standards and monitoring indexes
• Job descriptions
• Work flow and job analysis
• Productivity measurement
• Financial accountability

Question 9

A _______ can range from a simple statement about the intent and philosophy of a company to a detailed plan of implementation.

Answer 9

policy

Question 10

These are general topics that are common in policy manuals found in this type of setting

• Administrative organization
• Employment and personnel policies such as hiring practices, grievance procedures
benefits, attendance and tardiness rules, and statement concerning discrimination drug
screening, and termination.
• Adherence and enforcement of safety and health procedures
• Disaster plans
• Confidentiality and release of patient information
• Security and access to facilities
• Solicitation on the premises

Answer 10

Hospital Level

Question 11

These are general topics that are common in policy manuals found in this type of setting

• Dress codes
• Food and smoking rules
• Telephone use
• Specific statement about enforcement of safety rules
• Laboratory organization and reporting relationships
• Writing, review, and authorization of procedures
• Absences and holiday requests
• Supply requisition
• Reporting and releasing of test results

Answer 11

Laboratory level

Question 12

PROCEDURE MANUALS are also Often referred to as the?

Answer 12

Standard Operating Procedure (SOP)

Question 13

It is the Standardization of the way that tasks and tests are performed

Answer 13

Standard Operating Procedure (SOP)

Question 14

What are the 2 types of external manuals

Answer 14

Specimen collection manual
Laboratory service manual

Question 15

It is Required by inspecting agencies to be distributed to all areas in which specimens are collected for submission to the laboratory, specially, all nursing units, physicians’ offices, and satellite collection sites

Answer 15

Specimen collection manual

Question 16

Are the Factors that affect the users of laboratory services including policy statements concerning the hours of operation for outpatients, collection and courier pickup schedules, insurance and other billing practices, who may order tests and receive reports, and general business items such as telephone numbers and location of facilities.

Answer 16

Laboratory service manuals

Question 17

What are the 4 types of internal manuals

Answer 17

Administrative manuals
Technical manuals
Safety manuals
Quality management manuals

Question 18

• Work schedules, vacation and holiday staffing, dress codes, telephone use, call-
  ins and other requests for changes in the schedule, and supervisory delegation and
  responsibility
• Maintain disaster plans and procedures for purchasing and ordering supplies

Answer 18

Administrative manual’s

Question 19

-Step-by-step instructions for operating instruments and performing individual
tests, tasks, and duties
-Should include procedures for calibration, QC, safety actual test performance,
troubleshooting, and reporting results

Answer 19

Technical manuals

Question 21

For easy access and regulatory requirements, instructions for handling dangerous
substances and biological samples are frequently organized in this manual

Answer 21

Safety manuals

Question 22

Contains the overall policies, procedures, and rules for ensuring the quality of
laboratory services.

Answer 22

Quality management manuals

Question 23

Should be written in a way that enables easy consultation and retrieval of information
-Emphasis should be on the user of the manual and not just on having a pretty document
to show an inspector

Answer 23

Writing Policy and Procedure Manual

Question 24

Not a specific and detailed as procedures
-Usually organized by topic and composed according to standard writing styles

Answer 24

Policy Manual Format

Question 25

Procedures, in contrast to policies, are detailed and comprehensive documents -With the requirements and recommendation of TJC, CAP, AABB, NCCLS, and CLIA’ 88: 1. Name

Answer 25

Procedure Manual Format

Question 26

It is a collection of interlinked and dependent parts that are organized to organization.

Answer 26

information system

Question 27

It is a collection of interlinked and dependent parts that are organized to organization.

Answer 27

information system

Question 28

It is a network of computer components (software, mainframe. and peripheral communication devices that incorporates all aspects of the informational needs of the laboratory and its customers, form the intake of requests for services to the processing of work flow and the delivery of results,

Answer 28

Laboratory information system

Question 29

raw facts/details

Answer 29

Data

Question 30

Processed Data

Answer 30

Information

Question 31

physical components of the computer.

Answer 31

Hardware

Question 32

instructions (programs) given to the computer to perform its task.

Answer 32

Software

Question 33

collection and integration of various pieces of hardware and software and the human resources that meet data collection, storage, processing, and report generations need of an organization.

Answer 33

Information system

Question 34

the set of interconnected computers that through hardware and software technology work cooperatively for the purpose of information and application progress exchange

Answer 34

Network

Question 35

The act or process of receiving and transmitting messages

Answer 35

Communication

Question 36

Person wishing to transmit a message

Answer 36

Sender

Question 37

The actual format of the communication effort, including verbal and nonverbal signals, symbols, and language transmitted

Answer 37

Message

Question 38

The vehicle by which a message is sent: oral, written, nonverbal, recorded, or third party

Answer 38

Mode of Transmission

Question 39

The target of the message, either an individual or group

Answer 39

Receiver

Question 40

How a receiver translates the message. (Determined by the response)

Answer 40

Decoding

Question 41

How a receiver translates the message. (Determined by the response)

Answer 41

Decoding

Question 42

Active interchange between sender and receiver to help avoid confusion

Answer 42

Feedback and Clarification of the Message

Question 43

Official communication messages generated by the business activities of organizations. (Memos, Directives, Work orders)

Answer 43

Formal communications

Question 44

Formal messages that are channeled through the hierarchical network of the organization.

Answer 44

Vertical communications

Question 45

Communication activity that occurs during the normal conduct of business,including the exchange of services, information, and work orders between departments, managers, and staffs.

Answer 45

Horizontal communications

Question 46

Live discourse in which all parties can simultaneously exchange ideas and information and receive spontaneous feedback. (Meeting, video conferences,computer networks)

Answer 46

Dynamic Communication

Question 47

Messages that are delivered in formats that prevents the recipient and sender from responding to each other instantaneously (Memos, Post-its. Third-party messengers)

Answer 47

Canned or Packaged Messages

Question 48

provides a permanent record to which the receiver can refer to ensure that he has understood the information presented It provides accuracy of information as well as permanence. However, feedback is limited, and the sender cannot be sure that a written message is actually read. The important ingredients of effective writing are content, style,technique, and format.

Answer 48

Written Messages

Question 49

is generally superior to written communication in that it usually achieves better understanding because it permits feedback.

Answer 49

Verbal (face-to-face) Messages

Question 50

are the actual words used, the vocal elements include the tone and intensity of the speaker's voice, and the visual elements incorporate everything that the listener can see.

Answer 50

verbal elements

Question 51

is the most powerful element of communication because dynamic visual, nonverbal communication grabs and holds the listener's attention Once the speaker has the listener's attention through strong visual, nonverbal elements, then powerful vocal and verbal elements can be used to transmit the message.

Answer 51

Visual elements

Question 52

are processed before the actual words are heard and translated, so if vocal sounds detract in any way from the meaning of the words, people will react and understand less of the message intended.

Answer 52

Vocal elements

Question 53

reveals much more about attitudes and emotions than words. Body language, also known as kinesics, describes human interaction excluding the use of written and spoken words.

Answer 53

Body Language and Other Nonverbal Communication

Question 54

are the involuntary, subconscious flashes of expressions on a face according to emotions experienced.

Answer 54

Microexpressions

Question 55

there iS no visual contact and understand and consequently no nonverbal cues from body language to help the caller better connect with those on the receiving end. Courtesy ranks highest on the telephone etiquette list.

Answer 55

Telephone communication

Question 56

A visual communication tool that uses slides to organize and present information in a structured, clear, and engaging way

Answer 56

PowerPoint presentation-

Question 57

Effective communication in e-mail or other electronic communication

Answer 57

Electronic communication

Question 58

Photographs, paintings, diagrams, designs, cartoons, and caricatures. They are important to communication because they are often easier to understand than written explanations. Visual communication is especially valuable in presenting a process or explaining how to do something.

Answer 58

Visual Communication

Question 59

4 barriers to communication

Answer 59

Structural barriers Problem semantics Technical problems People problems

Question 60

Spatial Constraints: Barriers, such as geography and job duties, that isolate people from the normal communication channels of an organization

Answer 60

Structural barrier

Question 61

The branch of communication science that studies the denotation and connotation of words and messages

Answer 61

Semantics

Question 62

The exact dictionary meaning of a work or phrase.

Answer 62

Denotation

Question 63

The context and non-verbal messages associated with a word or phrase.

Answer 63

Connotation

Question 64

May include defects in the equipment, the environment, or the medium.

Answer 64

Technical problems

Question 65

May include defects in the equipment, the environment, or the medium.

Answer 65

Technical problems

Question 66

Perception factors How a message is viewed from the standpoint of the receiver. 2. Interpersonal factors Credibility: Worthiness of a person as perceived by another individual within the context of trust, honesty, and competence.

Answer 66

People barriers

Question 67

is a powerful means of communication that can increase job effectiveness. It ensures parties are communicating completely to reach a shared meaning through dialogue. Listening is often defined as a manager's most important skill.

Answer 67

Listening

Question 68

Conducting a positive exchange of information with employees is sometimes considered the most difficult aspect of communication, and it cannot occur without this.

Answer 68

effective listening

Question 69

average person speaks at about ___ to ___ words a minute but can listen to ___ to ___ words a minute.

Answer 69

135 to 175 400 to 500

Question 70

3 Stages of Listening

Answer 70

Receiving Processing Responding

Question 71

4 types of listeners

Answer 71

Nonlisteners Marginal listener Evaluative listener Active listener

Question 72

does not hear anything the speaker says. Typically characterized by a blank stare and nervous mannerisms and gestures. Often this type of listener pretends to pay attention while thinking about other unrelated matters. They want to do all or most of the talking, constantly interrupt, and always have to have the last word. They are perceived as insensitive and nonunderstanding.

Answer 72

Nonlistener

Question 74

hears the sounds and words but not the meaning and intent. Marginal listening is hazardous because there is enormous room for misunderstanding since the listener is only superficially concentrating. In the workplace, this type of listening is often a source of low morale, misunderstandings, errors,and problems.

Answer 74

Marginal listener

Question 75

is actively trying to hear what the speaker is saying but is not making an effort to understand the speaker's intent. They are described as logical listeners and therefore are more concerned about content than feelings They remain emotionally detached from the conversation and evaluate a message strictly on the basis of the words delivered, totally ignoring that part of the message conveyed by the speaker's tone, body language, and facial expressions

Answer 75

Evaluative listener

Question 76

is the most comprehensive and powerful level of listener. They are also referred to as responsive listening or reflective listening. It requires the deepest level of concentration. attention, and processing effort. They focus on understanding the speaker's point of view rather than constantly judging the speaker' message

Answer 76

Active listeners

Question 76

4 types of material management

Answer 76

Product Research & Specification Supply Ordering Process Inventory Management Projection of Project Supply Cost

Question 77

Financial Management in the Clinical Laboratory

Answer 77

Laboratory Budgeting Process Cost Finding Job Costing