PHA617: Introduction to Pharmacy Administration, Management and Leadership M

Leading and Controlling

Intrinsic Negative Positive

Needless to say, you can love people without Approach Approach
leading them, but you cannot lead people without - tap into - help people
loving them. John C. Maxwell self-doubts enjoy their
work, get
Leading sense of
accomplishme
nt
Motivation
- Forces either within or external to a person
that arouse enthusiasm and persistence to Factors Influencing Motivation
pursue a certain course of action Attainment
- Motivate employees by constantly
Intrinsic Rewards introducing new tasks that build on one
- Satisfactions that a person receives in the another
process of performing a particular action - Allow them to work toward both short- and
- obtain within yourself, paminsan minsan long-term goals, thereby creating a record
lang of achievement and growth

Extrinsic Rewards Power

- Given by another person, and include pay
increases, promotions, and praise
- mga suhol
Categories of Motives
- Treat employees like in-house experts, and
frequently ask them for advice
- This will instantly plug employees into what
makes them feel motivated because they
will savor the chance to offer their opinions
and see that you take them seriously

Belonging
- Because these individuals find the social
aspects of their job to be the most
meaningful, you can motivate them by
making them feel as if they are part of a
larger group
- For example, arrange meetings where they
can collaborate and share ideas, or assign
them to project teams
- Organize lunches to enable them to connect
with others
Pain/ Fear Pleasure/
Growth Independence
Extrinsic Negative Positive - Provide clear goals and allow these
Approach Approach employees to find the best way to produce
- threats and - rewards such results
punishments as pay raises, - When possible, offer them the flexibility to
bonuses, set their own hours and choose projects
praise
PHA617: Introduction to Pharmacy Administration, Management and Leadership
Leading and Controlling
Respect
- Recognize employees' contributions and
acknowledge the value of their opinions
- Give them time to express their perspective,
and do not interrupt them while they are
talking. Listen to them carefully and provide
them with undivided attention when
interacting
- If you choose not to follow one of their
recommendations, explain your rationale.
Equity
- Take care to be fair when making decisions
about your staff's work schedules, job titles,
scope of responsibilities, pay, and benefits
to ensure there are no hints of inequities
- Explain your rationale for making decisions
so that employees will understand the
process you used to make choices
- Invite employees to speak up in the event
they believe they have been treated
inequitably
Maslow’s Hierarchy of Needs Applied
Employee Management
Demotivators
Survival
- “Disengaged”
- I’m here for the money
- I’m leaving when i can
- I’m not satisfied with the job I do
- My work doesn’t excite me
- I’m a clock watcher
- I’m a jobs worth
M
- No intention with getting involved with the
company
Security
- “Not engaged”
- I’m not interested in overtime
- I have more sick days than i should
- I have poor working conditions
- I don’t like my manager or working with my
team
- I don’t like my job that much, but i get on
with it
- I read job ads
- Secure na sila na may trabaho, pero hindi
pa rin engaged
Motivators
- 2 and 3 have a direct impact on
engagement and can be moved up by the 4
enables of engagement
Belonging
- “Almost engaged”
to - I know i’m part of something bigger
- I’m almost engaged but there are times
when i’m not
- I’m proud to work here but i wouldn’t
necessarily shout it from the rooftops
- I might leave if i’m tempted
- There are no career development prospects
here
- Nagstart na sila mag engaged with the
company
Importance
- “Engaged”
- I’m a vital part of the business
- I feel important at work
- I’m really busy and very likely highly
stressed
- I’m an achiever
- I’ll leave if something much better comes
along
- Nahanap mo na ang iyong purpose
PHA617: Introduction to Pharmacy Administration, Management and Leadership M
Leading and Controlling

Self Actualisation Communication Process

- “Highly engaged”
- On average less than 15% reach this level
- What can I do for others?
- I inspire others to do their best
- I love working here
- I’m a high flyer
- May pangarap ka na para sa company,
hindi lang sa sarili mo
Communication
- Process by which information is exchanged
and understood by two or more people,
usually with the intent to influence or
motivate behavior
Non-verbal Communication
Kinesics or Body Language
- Gestures, facial expressions, and other
body movements that convey meaning
- rolling of eyes, facial expression
Paralanguage or Verbal Intonation
- Emphasis someone gives to words or
phrases in order to convey meaning
- tone of speaking
Barriers To Communication
Filtering
- Deliberate manipulation of information to
make it appear more favorable to the
receiver
- sugarcoating

Emotions
- How a receiver feels when a message is
received influences how he or she interprets
it

Information Overload
- Information exceeds our processing
Sender capacity
- creates idea to be delivered
Defensiveness
Channel
- When people feel they’re being threatened
- medium used to send the message
they tend to react in ways that hinder
Message effective communication and reduce their
- how the idea is put/ construct of the ability to achieve mutual understanding
message
Language
Receiver
- Words mean different things to different
- interprets the message
people
Feedback - trigger warning
- mga tanong, or assurance na clear yung
message National Culture
- US managers rely heavily on formal reports.
Noises Japanese managers prefer interpersonal
- disturbances
contact
- heart to heart talk
PHA617: Introduction to Pharmacy Administration, Management and Leadership M
Leading and Controlling

Overcoming Barriers To Communication

1. Use feedback. Organizational Communication
- Barrier buster, clarify kung ano problema. Formal Communication Channels
BAKIT KA NASAKTAN? - Involve written and verbal ways of
exchanging information among people who
2. Simplify language. have recognized status in the organization
- Use words na madaling maintindihan like - Mga reklamo mula sa baba papunta sa
ayaw ko na :) boss
- Instruction mula kay boss pababa
3. Listen actively.
- Intindihin mo mabuti

4. Constrain emotions.
- WAG KA IIYAK
- hindi lahat ng bagay kailangan mo daanin
sa emotion

5. Watch nonverbal cues.

- walk out

Active Listening Behaviors

Coordination
Horizontal Communication
- Intradepartmental problem solving
- Interdepartmental coordination
- Change initiatives and improvements

Interpret
Upward Communication
- Problems and exceptions
- Suggestions for improvement
- Performance reports
- Grievances and disputes
- Don’t interrupt
- Financial and accounting information
- Show empathy
- Show interest making eye contact Influence
- Exhibit affirmative head nods and Downward Communication
appropriate facial expressions - Implementation of goals, strategies
- Ask questions - Job instructions and rationale
- Avoid distracting actions or gestures - Procedures and practices
- Performance feedback
- Paraphrase what’s been said - Indoctrination

125 to 200 words per minute sa speaking

400 words per minute sa listening
Informal Communication Channels
Wag mangatong (oo nga phase) but validate their
- Are personal communication channels that
emotion.
exist outside the formally authorized
PHA617: Introduction to Pharmacy Administration, Management and Leadership M
Leading and Controlling

channels and do not adhere to the

Member moderate low high
organization’s hierarchy of authority satisfacti
- Hindi nasulat, hindi pwede gamitin on
ebidensya, mga chika chika lang ganon
- Grapevine communication - hindi hahabulin
Controlling
tungkol sa napag usapan, danger is fake
news mga chika
Organizational Control
- Systematic process of regulating
organizational activities to make them
consistent with the expectations established
in plans, targets and standards of
performance
- Its either baguhin mo yung standards mo or
help your people achieve your standards

Organizational Communication Networks

Establish Strategic Goals

1. Establish standards of performance
2. Measure actual performance
3. Compare performance to standards
4. (If inadequate) take corrective action or (if
adequate) do nothing or provide reinforcement

Balanced Scorecard
- Chain one way lang
- A comprehensive management control
- Wheel boss agad directed, yung instruction
system that balances traditional financial
tsaka yung complaints
measures with operational measures
- All channel malikot
relating to a company’s critical success
factors
All - Customer perspective, learning and growth
Criteria Chain Wheel
Channel perspective, internal business perspective,
financial perspective
Speed moderate fast fast

Accuracy high high moderate

Emergen moderate high none

ce of
leader
PHA617: Introduction to Pharmacy Administration, Management and Leadership M
Leading and Controlling

- kapag nasa middle ng work nangyari

yung problem

Feedback Control
- “Output”
- Corrects problems after they occur
- kapag nangyari na yung problem “nasa
dulo ang pagsisi”

Total Quality Management (TQM)

Vision and Strategy
Learning & Growth Perspective
To achieve our vision, how will we sustain our
ability to change and improve?
Internal Business Perspective
To satisfy our stakeholders and customers, where
must we excel in our business processes?
Financial Perspective
To succeed financially, how should we appear to
our shareholders?
Customer Perspective
To achieve our vision, how should we appear to
our customers?
- An organization-wide effort to infuse quality
into every activity in a company through
continuous improvement
- Focused on teamwork, increasing customer
satisfaction and lowering costs
Quality Circles
- Group of six to twelve volunteer employees
who meet regularly to discuss and solve
problems affecting the quality of their work
- Iba iba POV ng organization, parang per
department, maghanap ng problem na
issolve nila (PAHIRAP SA BUHAY)

Organizational Performance
Types of Control

Team creates quality circle and collects

information → Team selects problems to be
solved → Team gathers data and analyzes
problems → Team recommends solutions

Benchmarking
Based on Time of Implementation - Continuous process of measuring products,
Feedforward Control services and practices against major
- “Input”
competitors or industry leaders
- Anticipates problems
- prevents problems - Titignan mo yung iba, gaano kayo kalayo o
kalapit sa isa’t isa.
Concurrent Control - Comparison sa mga ideas ng company mo
- “Processes” tapos sa iba
- Corrects problems as they happen
PHA617: Introduction to Pharmacy Administration, Management and Leadership M
Leading and Controlling

1. Establish objectives
2. Collect data Define
3. Compare data - Define the process and the problem
4. Identify practices
5. Select and implement Measure
6. Track and repeat - Measure the current performance

Analyze
Six Sigma - Analyze the process for issues and root
- Quality control approach that emphasizes a causes
relentless pursuit of higher quality and lower
costs Improve
- based on a five-step methodology referred - Determine and implement improvement
to as DMAIC (Define, Measure, Analyze, actions
Improve and Control
Control
- a quality-control process that businesses - Maintain the improved process
used to eliminate defects and improve
processes
- model was developed by a scientist who
Qualities of Effective Control Systems
worked at Motorola in the 1980s
- Linkage to strategy
- Understandable measures
- Acceptance by employees - baka umalis
nasaktan masyado
- Balance of objective and subjective data
- Accuracy
- Flexibility
- Timeliness
- Support of action
PHA617: Introduction to Pharmacy Administration, Management and Leadership M
Leading and Controlling

“Leadership is about making others better as a

result of your presence and making sure that
impact lasts in your absence” (harvard business
school definition of leadership) - Sheryl Sandberg