ABSTRACT

Introduction ............................................................................................................ 128 Planning for Staffing Needs ................................................................................... 129 Employee Recruitment ........................................................................................... 130 Workplace Federal Antidiscrimination Laws ......................................................... 132 Workplace Laws Regulating Employee Rights, Safety, and Patient Confidentiality........................................................................................................ 134

Fair Labor Standards Act of 1938 ..................................................................... 134 Family and Medical Leave Act of 1993 ............................................................ 136 Health Insurance Portability and Accountability Act (HIPAA) of 1996 ........... 137 Occupational Safety and Health Act of 1970 .................................................... 138

OSHA’s Hazard Communication Standard and Material Safety Data Sheets (MSDSs) ........................................................................................... 138 OSHA’s Occupational Exposure to Blood-Borne Pathogens Standard ........ 138 Workplace Safety Regarding Robbery and Violence ................................... 138

Screening, Interviewing, and Hiring ...................................................................... 139 Interviewing ........................................................................................................... 139

Interview Types and Approaches ...................................................................... 139 Structured versus Unstructured Interviews .................................................. 140 Situational versus Behavioral Interviews ..................................................... 141

Planning and Preparing for the Interview ......................................................... 142 Conducting the Interview .................................................................................. 143 Final Steps: Reference and Background Checks .............................................. 144

Orienting New Employees ..................................................................................... 145 Policies and Procedures..................................................................................... 145

Employee Retention ............................................................................................... 145 Motivators and Demotivators ............................................................................ 146 Cost of Employee Turnover .............................................................................. 147

Working as a Team ................................................................................................. 147 Team Formation, Conflict, and Performance .................................................... 148

Conflict Management ............................................................................................. 149 Conflict Models ................................................................................................. 151

Performance Management: Managing and Rewarding Performance .................... 153 Performance Management Rules of Engagement ............................................. 153 Mentoring, Coaching, and Counseling.............................................................. 153

Mentoring ..................................................................................................... 153 Coaching ....................................................................................................... 154

Learning Objectives: After reading this chapter and working through the case, the reader will be able to:

1. State one strategy for forecasting the staffing needs of a pharmacy 2. Provide three preferred options for recruiting and retaining pharmacy staff 3. List three violations of employment law 4. State three questions you are not allowed to ask prospective employees 5. Explain the importance of orienting new employees and having them read

policies and procedures 6. Provide three examples on how to get pharmacy employees to work as a team 7. Explain how to identify what motivates an employee 8. Contrast the goals of employee mentoring versus coaching versus counseling 9. List and describe the steps involved in progressive discipline 10. Explain some effective techniques in managing and rewarding employee

performance 11. Provide the preferred techniques for managing conflict 12. Contrast management versus leadership and implications relative to the

direction of professional employees

People are the most valuable investments and resources of every organization, business, or clinical practice. It is not surprising, therefore, that the most important responsibility and obligation of every manager is the capable shepherding of the processes described in this chapter, all very important components of the personnel management continuum.