| A | B |
|---|
| Authority | the legitimate right to direct others given to a person by the employer through an authorized position, such as manager or administrator. |
| External customers | people in need of services from an organization, who are not employed by the organization, including patients, family members, physicians, students, payers, discharge planners, and other groups that are a source of patient referrals. |
| Health care organization | Any business, company, institution, or facility engaged in providing health care services or products. |
| Internal customers | People that employed by the organization to provide services to various groups and individuals across the organization. |
| Leadership | The act of guiding or influencing people to achieve desired outcomes; occurs any time a person attempts to influence the beliefs, opinions, or behaviors of an individual or group. |
| Management | Coordination of resources, such as time, people, and supplies, to achieve outcomes; involves problem solving and decision making processes. |
| Organizational chart | A visual picture of the organization that identifies lines of communication and authority. |
| Productivity | The amount of output or work produced by a specific amount of input or resources. |
| Resources | Personnel, time, and supplies needed to accomplish the goals of the organization. |
| Reward power | The ability to reward others for complying and may include rewards. |
| Coercive power | Based on fear of punishment for failure to comply. |
| Legitimate power | Based on an official position in the organization, the manager has the right to influence staff members and staff members have an obligation to accept that influence. |
| Referent power | Comes from the follower's identification with the leader. |
| Expert power | Is based on knowledge, skills, and information. |
| Information power | Based on a person's possession of information that is needed by others. |
| Connection power | Based on a person's relationship or affiliation with other people who are perceived as being powerful. |
| Autocratic/Authoritative | Determines policy and makes all decisions. |
| Democratic/Participative | Encourages staff participation in decision making. |
| Laissez-Faire | Does not provide guidance or direction. |
| Mission | Describes the purpose of the organization and the reason it exits. |
| Philosophy | Set of values and beliefs that guides the actions of the organization and so it serves as the basis of all values and beliefs that guide actions of the organization and serves as the basis of all planning. |
| Goals | These should be measurable, observable, and realistic. |
| Objectives | These are more specific and detail how a goal will be accomplished by a target date. |
| Motivation | This is the inner drive that comples a person to act in a certain way. |
