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INTRODUCTION TO PHARMACY ADMINISTRATION, MANAGEMENT & LEADERSHIP
BS PHA | 1A PH A.Y 2021 – 2022
#2.1|BASIC MANAGEMENT CONCEPTS
PHA 617 | CRISLEE TORIO
alternative therapy
I.
II.
III.
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OUTLINE
Overview of Pharmacy Administration and Management
Basic Management Concepts
Management Functions
A. Planning
B. Organizing
C. Directing
D. Controlling
BASIC MANAGEMENT CONCEPTS
Administration pertains to activities that relate to running
an organization.
Pharmacy Administration is a social and administrative
science that includes 3 strategic areas related to
healthcare and pharmacy:
Economics of pharmaceuticals and other health
interventions (health products, medicines,)
Marketing of pharmaceuticals and health services
Management of health resources.
“Pharmacy Administrators handle both the
medical/pharmaceutical and business aspects of a pharmacy
establishment.”
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Administrators does not only work for products and
services. 1st thing is the wellness of the patient
Deliver the service, and at the same time gain from the
service to keep the organization working
For a Pharmacy Administrator to be effective, he/she must
possess knowledge in the following functions.
sino sino yung competitors, always consider
competition to always be the go to place of
the people
age, gender, financial status,
employment, and location
Demographics of
patients/clients
Economic conditions
kung ikaw ay may botika at madaming
matatanda doon, it means that your
products should be related to geriatrics
employment, inflation, savings
HMO, OOP
Healthcare coverage
Health Management Organization (HMO)may insurance policy, ma-aavail iyon ng mga
tao pero if wala, they have to do Out of pocket
(OOP)- galing sa bulsa ng mga tao
Political and Legal
Climate
regulatory agencies policies and
requirements
People’s Health Belief
and Behavior
self-diagnosing, trust in healthcare
(medicines, personnel, and services)
Management is the attainment of organizational
goals in an EFFICIENT and EFFECTIVE manner through
planning, organizing, leading, and controlling organizational
resources. (Daft, 2018)
goal- product, output
resources are not goal/ output; they are needed to be
managed
efficiency and effectiveness is a good management
Product Management- how you go about the products na
binebenta; product cam be an item or a service.
Marketing Management- business site of the practice
Environmental Factors Affecting Pharmacy Practice
Table No.1 Environmental Factors Affecting Pharmacy Practice
FACTORS
DEFINITION
other drugstores/pharmacy
Competition
establishments, other professions,
Management is a process that brings together
resources and unites them in such a way that, collectively,
they achieve goals or objectives in the most efficient
manner possible. (Gadeke, 1993)
Pharmacy Managers supervise the daily operations
of the Pharmacy Department and work with the Pharmacy
supervisor to accomplish the goals and objectives of the
pharmacy.
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INTRODUCTION TO PHARMACY ADMINISTRATION, MANAGEMENT & LEADERSHIP
BS PHA l 1A PH A.Y 2021 – 2022
Types of Management Styles
Table No.2 Types of Management Styles
TYPES
DEFINITION
Commanding
Management
THE GOAL OF MANAGEMENT
full control vs threatening approach;
effective during organizational crisis
where manager has full control kaya lang it
gets to be threatening
mobilizes people; effective when the
leader is an authority in the field.
Visionary
Management
Affiliative
Management
Democratic
Management
nabibigyan ng tamang vision yung mga tao.
you cannot give what you cannot have. Not
only goal ang nasa isip mo. kailangan may
certain expertise sa are na gustong tunguhin
ng organization. you have a vision og how you
want something to happen.
build relationships & create harmony vs
mediocrity; effective in creating a
positive working environment;
ineffective during crisis.
Resources:
a.
b.
c.
manager will always go for harmony but
there is mediocrity = bad managementproduct is not excellent
equals to build commitment and
consensus vs time & quality of decision;
effective if workforce is experienced.
d.
e.
always consider everyone to be equal, always
depends on the majority
DIY attitude vs taking over if an
employee is underperforming; effective if
the workforce is experienced and
competent.
Pacesetting
Management
Coaching Management
“bahala ka na sa kung anong gusto mong
gawin, pano i-approach.” Problem is the
manager will risk na pabayaan ang mga
employees and if hindi pasado sa
expectation, the manager will tend to rework
everything kaya madadagdagan yung
kaniyang trabaho.
Physical - buildings, valuable things you have
Human - employees
Intellectual - Logo, reputation, formula
kaya hindi basta basta pwedeng gamitin
yung trademark ng isang company
it
is
what
unique
about
your
organization/company
Financial - money, credit line, pwedeng utangin
Time - Gaano na katagal ang isang company. The
time that a company exists is a factor para sa trust
ng mga tao
To achieve the goal kailangan efficient and
effective manner
These two things are very different:
Efficiency - means by which we are achieving or attaining
our targets/goals. The means by which we attain it is by the
use of resources. Achieving the goal with very low wastage
-
-
long-term professional development of
employees vs investments; ineffective
when employees are resistant to change
-
very desirable management however training
will entail time and cost→ management
invests for developing and funding people to
give opportunities to the people and the
organization
-
the person who works from 5 am to 9 pm vs the
person who works from 10 am to 5 pm with the same
output.
Yung mas may konting time lang ang nagamit ang
mas efficient.
Kung titignan yung wastage mas efficient worker
yung nagwork ng 10 am to 5 pm (Ma’am Torio)
The least possible time that you can spend on
something in the most effective way na maaachieve
yung goal is what to be implemented dapat
Kapag marami kang nasayang sa resources mo and
eto lang yung naaachieve mo na goal, kailangan
mong magreconceptualize on how you are going to
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INTRODUCTION TO PHARMACY ADMINISTRATION, MANAGEMENT & LEADERSHIP
BS PHA l 1A PH A.Y 2021 – 2022
manage or approach perfroming the tasks to
achieve the goal.
operations, levels of investment into risk
management
has to hire the right people for the
job/more competent people, para
madeliver yung the best work, para
mas magiging successful yung
organization (economic din)
MANAGEMENT WORK DOMAINS
1.
2.
3.
4.
5.
6.
People
Process
Asset
Operations
Finance
Supply Chain- for retailing, wholesaler, how to get
supplies, how to deliver, and how to manage
7. Technology
8. Environment- can be internal or external
● External - how consumers/competitors looking at
you & how things are going
● Internal - culture sa loob or inside the organization
some climate or environment sa loob are very
effective that enables them to achieve goals
excellently but some are toxic.
9. Market- acceptability of your products sa labas
how you market and how desirable it is to be availed
10. Regulation- laws, government regulations that are
enforced that will affect your business or organization
Marketing
MANAGERIAL SCIENCES
Accounting
record and report financial transactions,
manage cash flows, compute taxes,
analyze profitability, determine business
strengths and weaknesses
kailangan hindi ka madadaya
(dont cheat)
step up a little para maging
profitable
hindi dapat breakeven lang
Operations
management
Finance
determine financial needs, identify
sources of capital, invest profits,
manage assets
kailangan ng pagkukuhanan ng
funds para madeliver yung
products lalo pag bago
Value creation
Economics
determine the optimal mix of labor and
capital, output, hours of business
operations, levels of investment into risk
management
economic ba na mag-open ng 24
hours, may bumibili ba sa band
ang 10pm - 12am? Dapat consider
ito
HRM (people
management)
determine the optimal mix of labor and
capital, output, hours of business
identify
competitive
edge, target
markets, promo strategies (ID & eval),
selection of merchandise, arrangement
of merchandise, pricing
ano ang pinagkaiba mo sa ibang
organization?
meron ka bang uniqueness? kung
wala baka hindi ikaw yung maging
prefer
dapat ikaw yung unang-unang
naiisip nila pagdating sa goods
and services
what are your target markets? how
do you promote it?
selection of merchandises (kapag
mahihirap ang bibili hindi pwedeng
mamahalin ibebenta mo); you need
to consider their capability of
purchasing
design workflow, control purchasing and
inventory,
continuous
quality
improvements
protocols/activities
you
do
everyday sa organization
selling yourself at the correct price, to be
freely chosen as a viable alternative in
the marketplace.
isa sa pinakamahalaga sa lahat
ikaw yung #1 na pipiliin nila
how you value for yourself
kailangan excellent work mo,
credibility, honesty and quality of
service
na
pinoprovide
ng
organization
ORGANIZATION
A deliberate arrangement of people brought together to
accomplish some specific purpose.
must have a goal, and the goal is to be accompished by
people
structure is what will define an organization
iit will help to systematically achieve a goal to make
people work
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INTRODUCTION TO PHARMACY ADMINISTRATION, MANAGEMENT & LEADERSHIP
Characteristics of Organizations
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1.
2.
3.
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KINDS OF MANAGERS
Top Managers
Middle Managers
First-line Managers
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First-line Managers
Responsible for directing the day to day activities of
non-managerial employees
Have titles like supervisor, line manager, section chief and
office manage
Responsible for teams and non management employees
Concerned with application of rules and procedures to
achieve efficient production, provide technical assistance
and motivate subordinates
MANAGERIAL ROLES
Top Managers
Responsible for the entire organization
Have titles such as president, chairperson, executive
director, CEO, and executive VP
Set organizational goals, define strategies, monitor and
interpret external environment, and make decisions for the
organization
should be anchored on the vision and mission of the
organization
looking at where the organization is positioned among its
competitors or within the landscape that it is operating
on
Look into long term future and concern themselves with
general environment trends and organization’s overall
success
Responsible for communicating a shared vision for the
organization, shaping corporate culture, and nurturing an
entrepreneurial spirit
how we communicate the organization would want to be
seen by the outside environment
what members of the organization has to see within them
those are the top managers that are responsible for that
not only entail members of organizations are business
minded, rather, has consciousness that they should be
thriving as an organization
It takes 20 years to build a reputation and five minutes to ruin it. If
you think about that, you’ll do things differently. -Warren Buffet
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BS PHA l 1A PH A.Y 2021 – 2022
Middle Managers
Responsible for business units and major departments
Include department head, division head, manager of
quality control and director of the research lab
Responsible for implementing the overall strategies and
policies defined by top managers
Generally concerned with the near future
if top managers are concerned with the long term
position of organization,
middle managers are
responsible for the near future
short term
Informational Roles
Activities used to maintain and develop an information
network
Evidence-based point of view
Alam dapat ano nangyayari sa loob at labas
Factual phase that are happening in the organization
TYPES OF INFORMATIONAL ROLES
Monitor Role
seek and receive information; scan web,
periodicals, reports; maintain personal
contacts
monitor people who are involved in
the organization are those who
might affect the organization
naghahanap ng articles to respond
appropriately to those things
forward
information
to
other
organization members; send memos
and reports; make phone calls
Disseminator Role
-
if you have informations coming
from top management, you must
be able to communicate these to
the members of the organization
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INTRODUCTION TO PHARMACY ADMINISTRATION, MANAGEMENT & LEADERSHIP
Spokesperson role
transmit information to outsiders and
also within the organization through
speeches, reports
BS PHA l 1A PH A.Y 2021 – 2022
Leader role
direct and motivate subordinates; train,
counsel, and communicate with
subordinates
leadership - to direct and motivate
them so that they can achieve their
tasks/goals
Liaison role
maintain information links inside and
outside the organization; use email,
phone, meetings
you will be the bridge
you may use different methods in
communicating with people inside
and outside the organization
Decisional Roles
Events about which the manager must make a choice and
take action
TYPES OF DECISION ROLES
Entrepreneur role
initiate improvement projects; identify
new ideas, delegate idea responsibility
to others
SHIFTING ROLES
take corrective action during conflicts or
crises; resolve disputes among
subordinates
a
major
thing
for some
Disturbance Handler
organizations because conflicts are
role
always running in an organization
composed of many different people
from different backgrounds
need to manage conflicts in an
organization
Resource Allocator
role
decide who gets resources; schedule,
budget, set priorities
Negotiator role
represent team or department’s
interests; represent department during
negotiation of budgets, union contracts,
purchases
means if you’re in a managerial
position which is a position of trust
from the owners or top level
management, you’re on the side of
the organization
you have to be decisive; you don’t
lose people, you don’t compromise
the organization because you are
so giving to the subordinates
there should be a balance between
you representing the management
and representing the subordinates
in the organization
Intrapersonal Roles
Activities relating to providing information and ideas
TYPES OF INTRAPERSONAL ROLES
Figurehead role
perform ceremonial and symbolic duties
such as greeting visitors, signing legal
documents
you will be the face of the
organization
From individual identity
Specialist, performs specific
tasks
- you are good at what you do
Gets things done through
own efforts
- as a manager, you get things
done through other people/by
coordination with them
- no longer one-man band
An individual actor
Works relatively
independently
●
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To Manager Identity
Generalist, coordinates
diverse tasks
- working on diverse tasks or
coordinate these diverse tasks to
individuals assigned
Gets things done through
others
A network builder
Works in highly
interdependent manner
- You have to have a wider
perspective of what you have in
the organization so you can
utilize them much more
efficiently
Based on the diagram, the leadership role and the liaison
role will be different compared to the levels of
management that you are in.
if you look at supervisory managers, which is the low level
management, there is a higher leadership role that they
are supposed to be exercising because they are directing
and motivating people.
liaison, is a bit lower compared to the top level
management. as a top level manager, you must be able to
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INTRODUCTION TO PHARMACY ADMINISTRATION, MANAGEMENT & LEADERSHIP
BS PHA l 1A PH A.Y 2021 – 2022
bridge your innovation to the different stakeholders (both
in and out of the organization).
Managerial Skills
Depending on the Manager’s Level in the organization,
different roles are highlighted
MANAGERIAL SKILLS
Top
Executive, coaching,
CEOs, President, EVP
change management,
leadership, delegation, and
empowerment
Middle Problem-solving, team
Asst. Mgr.; Mgr
building, talent
development,
performance management
Low Emotional intelligence and Supervisor
coaching for performance
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Conceptual Skills
Ability to see organization as a whole, to understand how
the different parts of the company affect each other, and to
recognize how the company fits into or is affected by its
external environment
You must have a good concept on what advantages you
have as an organization, or what are your weaknesses so
you will be able to begin strategizing how you can correct
the weaknesses and how you can enhance your strengths
as an organization.
Recognize, understand, and reconcile multiple complex
problems and perspectives
This is a very important aspect as a skill of a manager.
Human Skills
Manager’s ability to work with and through other people,
and to work effectively as a group member
The best resource an organization has is its people,
because it is the people who will be accomplishing the
goals for the organization. Therefore, managers must be
able to motivate them or bring them towards the direction
where they will be achieving the goal.
Demonstrated in the ability to motivate, facilitate,
coordinate, lead, communicate and resolve conflicts
Sensitivity to others’ needs and viewpoints
Understand your subordinates.
Allows subordinates to express themselves and
encourages participation
Technical Skills
Understanding of and proficiency in the performance of
specific tasks
A manager must have the basic know-how of how they
will be operating in the organization.
Includes mastery of the methods, techniques and
equipment involved in specific functions
Includes specialized knowledge, analytical ability and the
competent use of tools and techniques to solve problems
First-line
Management
Middle Management
Top Management
Conceptual: much
more smaller
because you just
have to receive
concepts form the
middle management
Conceptual: A bit
lower because you
are just receiving the
concepts from the
top management.
Conceptual: should
be bigger.
Human: Dapat mas
mataas ang human
managerial skills or
human
Technical: mababa
onti because you're
already in the
pagbubuo ng value of
the organization.
Human:
Technical: highest
level so that you can
coach people or
subordinates to
accomplish their
tasks.
Human: slightly
small
Technical: high onti
because you must
have basic
knowledge of how the
organization is
working.
Managerial Skills by Robert L Katz
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Each level of management should have GREAT and equal
human skills.
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INTRODUCTION TO PHARMACY ADMINISTRATION, MANAGEMENT & LEADERSHIP
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From top to first-line management, they should have the same
level of human skills because they particularly will be dealing
with people.
1. Top Management:
● Conceptual skills: will still have more because they
will be the one who directs the organization towards
the goal.
● Technical skill: will be a bit lower, but most of them
rise from ranks (galing sa ilalim) so they have the
basic knowhow or operation that is occurring in the
organization.
2. Middle Management
● Should have the same level of conceptual and
technical skills.
3. First-line Management
● Technical skills: mas malaki because they will be
the ones to coach people
NOTE: Formerly they say that human skills would be a different
range level, but modern date management skills based on Robert L
Katz will be of the same level of each management.
BS PHA l 1A PH A.Y 2021 – 2022
How to be a Good Boss (8 Rules from Google)
1.
2.
3.
4.
5.
6.
7.
8.
Is a good coach
Empowers team and does not micromanage
Expresses interest/concern for team members’
success and personal well-being
Is productive and results-oriented
Is a good communicator
Helps with career development
Has a clear vision/ strategy for the team
Has important technical skills that help him/her
advise the team
REFERENCES
Course Instructor: Crislee Torio
References from:
University of Santo Tomas Powerpoint Presentation: Unit IIA:
Basic Management Concepts
Managerial Ethics
Refers to the moral guidance a supervisor provides his
employees.
● how managers conduct themselves.
● No “one size fits all” approach to ethical management.
● Three views/approaches of ethics
1. Utilitarian – ethical decisions are based on
outcomes and consequences; greatest good for the
greatest number.
pareho mag benefit both organization and
subordinates
2. Rights – respects and protects individual liberties
and privileges
manager
respecting
and
protecting
individual liberties and privileges
3. Theory of justice – rules are imposed fairly and
impartially; based on standards of equity, fairness
and impartiality.
●
Types of Managerial Ethics:
●
●
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Immoral management – focused on organizational
gains and profits; cutting corners
mga gumagawa ng illegal because they want the
organization to gain
Amoral
management
–
ignores
ethical
considerations; no concern for consequences of
actions or policies.
basta gagawin namin ang gusto namin.
Sometimes what they do will gear towards
cutting corners. Or sometimes what they do
would be gearing towards the moral principle of
management (Hindi soya consistent).
Moral management – follows ethical principles;
value equity, fairness, and concern for others
involved.
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INTRODUCTION TO PHARMACY ADMINISTRATION, MANAGEMENT & LEADERSHIP
BS PHA | 1A PH A.Y 2021 – 2022
#2.2|PLANNING & ORGANIZING
OUTLINE
Planning
A. Benefits of Planning
B. Levels of Plans
C. Types of Plans
II.
Organizational Goals
A. Vision
B. Mission
III.
Strategic Goals
IV.
Tactical Goals
V.
Operational Goals
VI.
Organizational Planning Process
VII.
Characteristics of Effective Goals
VIII.
Management of Objectives (MBO)
IX.
Shewhart Cycle
X.
Limitations of Planning
XI.
Barriers to Planning
XII.
Decision-making
XIII.
Organizing
A. Organization Structure
B. Organization Chart
C. Features of Vertical Structure
XIV. Five Approaches to Structural Design
XV.Staffing
PHA 617 | CRISLEE TORIO
Ex.
Goal: wants to pursue medical career (for the next 6-8 years)
Plan: to pursue a course that is the stepping stone or
premedical course to be able to enroll in medical school.
When you finish pharmacy, you get into medical school.
I.
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MANAGEMENT FUNCTIONS
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PLANNING
Process of developing, organizing, and evaluating the
activities required to achieve a desired goal
involves the conceptual part of the activity or
organization.
organizing is when you put people together to work on
that particular activity.
evaluation is looking at whether you are achieving the
goal or not.
Core management activity
substance of being a manager. If you fail to plan then you
plan to fail.
Choosing a goal and developing a method or strategy to
achieve a goal
The goal has to be anchored on the organizational goal.
kailangan meron ka gagawin
Represents the purposeful efforts taken by an
organization to maximize its future success
you want to be effective and efficient
Benefits of Planning
4 MANAGEMENT FUNCTIONS
1. Planning- select goals and ways to attain them
2. Organizing- assign responsibility for task
accomplishment
3. Leading- use influence to motivate employees
4. Controlling- monitor activities and make
corrections
●
Planning needs to start with the goal. you cannot
have a plan unless you start with a goal.
GOALS- Desired future circumstance or condition that the
organization attempts to realize
what the organization wants to become . the direction of
this organization
PLANS- Blueprint for goal achievement and specifies the
necessary resource allocations, schedules (time table)
has to be written down
resource allocations: people, finances, or tangible assets
of the organization
1 | SOURCE OF MOTIVATION AND COMMITMENT
● Can reduce the uncertainty for employees and clarify
what they should accomplish
it's harder to work when you don't know what it's for and
you don't know the plan. “basta gawin mo lang”
we don't want to be working when we don't know where
were going. we need to be aware and informed of the
direction and plan.
2 | RESOURCE ALLOCATION
● Help managers decide where they need to allocate
resources, such as employees, money and
equipment
important element because it involves how much money
you need, what facilities, people in the organization you
need to mobilize to achieve the goal or effectively execute
the plan.
3 | GUIDE TO ACTION
● Focused attention on specific targets and direct
employee efforts towards important outcomes
the map in which you're going to get through the entire
process operating in the organization.
plan is scheduled.
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INTRODUCTION TO PHARMACY ADMINISTRATION, MANAGEMENT & LEADERSHIP
4 | SET A STANDARD OF PERFORMANCE
●
Establish performance criteria so managers can
measure whether things are on- or off-track
The plan has to be SMART: Specific, Measurable,
Attainable, Reasonable, Time bounded
There is no better way to improve the performance of the
people who work for a company than to have them set goals
and develop strategies for achieving those goals.
LEVELS OF PLAN
External Message
Legitimacy for investors, customers, suppliers
community.
what the outside, other institutions and stakeholders
should look at or what they are expecting from us.
The vision and mission statement. with time frame,
gaano kalawak they want to achieve
if you are applying for a job, you will have to look at
organization that will meet your own set of values
because it might clash.
1. Mission statement
pinanggalingan ng lahat ng plans.
Internal Message
legitimacy, motivation, resource allocations, guides,
rationale, standards
mismong organization/ within organization
2. Strategic Goals/ Plans Senior Management (Organization
as a whole)
3. Tactical Goals/ Plans Middle Management (Major
divisions, functions)
4. Operational Goals/ Plans L:ower Management
(departments, individuals)
if this fails, the upper management will fail so lower
management is very crucial.
Types of Planning
Table No.1 Types of Planning
Type
Purpose
Characteristics
Ensure the
Long-term (5-20
Strategic planning organization is doing years) All aspects of
the right things.
the organization
BS PHA l 1A PH A.Y 2021 – 2022
●
papunta ka External view-point
ba sa
(different
direction/vis
departments)
ion
Ensure the
Short-term (1-5 years)
organization is
Specific to the
Operational
prepared, performs immediate actions to
planning
the immediate tasks be taken Internal
to meet the goals
view-point
and the strategy.
● How you go
● for the
about doing
department
or working
s or specific
within a
units in the
short time
organization
period.
Determine the
Short-term (1-5 years)
feasibility of a
specific business
program. Used in
Business planning making decisions
about starting,
expanding or
terminating a
program.
Ensure the resources Midterm (1-10 years)
are necessary to
Includes resources
Resource planning achieve the goals and defined in the plan
strategies of the
organization.
● resources:
● what you
people,
detail in the
venue,
operational
money,
plan
equipment
● partner of
operational
planning
Ensure the
Midterm (1-10 years)
organization is
Specific to aspects of
Organizational
organized
the organization.
planning
appropriately to meet
the challenges of the
future.
Contingency
planning
Provides a fallback
option or direction
should an original
strategy fail.
● PLAN B: back
up plan
Short to long term
(1-20 years) Specific
to a particular
situation that may
occur Internal and
external view-point
Address emergencies Midterm (1-10 years)
that may be expected Specific situation
Emergency planning in the workplace. Internal and external
What to do in case of
view-point
emergency
● fire drills,
evacuation
plans
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ORGANIZATIONAL GOALS
MISSION
● Organization’s reason for existence
● Describes the organization’s values, aspirations,
and reason for being
● Basis for development of subsequent goals and
plans
● dito niyo paikutin ang small plans to achieve the big
goal
MISSION STATEMENT
A broadly stated definition of the organization’s basic
business scope and operations that distinguishes it from
similar types of organizations
all schools have a similar mission and vision: to produce
quality graduates.
mission statement is what's unique in an organization
takes into consideration what the organization actually
has. What resources and sino mga tao.
By that, the organization is able to create its own mission
statement tailored fitted for the resources, nature and
culture of the organizations
BS PHA l 1A PH A.Y 2021 – 2022
STRATEGIC GOALS
Broad statements describing where the organization wants
to be in the future
● your mission and vision are strategic goals
● coming from the top management
STRATEGIC PLANS
● Action steps by which the organization intends to
attain strategic goals
● Blueprint that defines the organizational activities
and resource allocations required for meeting these
targets
● Long term, and may define organizational action
steps for between 5-20 years
●
TACTICAL GOALS
Results that major divisions and departments within the
organization intend to achieve
ibang departments na under gaya sa UST
sometimes hindi ganon ka major na nababanggit pero
merong tactical goal sa mismong department
rector and vice rector in UST - bubuo ng goal base sa
overall goal na meron yung organization
academic affairs in UST - departments, faculties and
colleges
prepares the operational goal/plan
usually uses percentage
TACTICAL PLANS
● Designed to help execute major strategic plans and to
accomplish a specific part of the organization’s strategY
● Have a shorter time horizon of about a year or so
even if you have a particular goal in the organization, each
department under the main umbrella should contribute
to the attainment of the overall goal of the organization
usually a year lang para maccorrect mo kung ano yung
mga mali or nagfail na original plan
VISION
The University of Santo Tomas Hospital envisions itself as a
center of excellence in medical education, training, research
and healthcare services guided by Catholic principles and
teachings.
ano gusto nila maging in the future
MISSION
The University of Santo Tomas Hospital commits itself to:
● The education, training, clinical research and
professional growth and development of future
healthcare professionals
● The delivery of affordable, reliable and holistic
healthcare services to all, especially the poor, by
competent, ethical and compassionate healthcare
professionals
● The provision of up-to-date equipment, facilities
and infrastructure with patient-friendly systems
and processes; (research-focused organization)
● The practice of good planning and management of
resources
OPERATIONAL GOALS
Specific results expected from departments, work groups
and individuals
● prepared by the tactical goals
OPERATIONAL PLANS
● Developed at the lower levels of the organization to
specify action steps towards achieving operational
goals and to support tactical plans
● The department manager’s tool for daily and weekly
operations kasi ang operational goals ay usually set
for a year and it contains activities for a month na
meron siya
● Stated in quantitative terms
● Quantitative - measurable; numbers; dapat may
kinekwenta
● Specifies plans for supervisors, department
managers, and individual employees
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mong plan, mamodify mo yung plan to become
more workable and achievable
ORGANIZATIONAL PLANNING PROCESS
1 | DEVELOP THE PLAN
● How do you start planning? of course, you should
develop the plan:
○ define the mission and vision
○ set goals based on the mission and vision
● Master plan ang mission and vision
● “If I am an employee of an organization, I am not to
put my own vision in the organization, as an
individual perhaps, yes, in the organization. Pero to
affect the entire organization, hindi, hindi pwede.”
2 | TRANSLATE THE PLAN
● After setting the goal, you are to translate that into
plans:
○ define tactical plans and objectives
○ develop strategy map
○ define contingency plans and scenarios
○ identify intelligence teams or organize
them and translate that into plan then plan
the operations
3 | PLAN OPERATIONS
● more of the details of the activities that you have set
○ define operational goals and plans
○ select measures and targets
○ set stretch goals
○ crisis planning
4 | EXECUTE THE PLAN
● gawin mo na yung plan
● Use:
○ management by objectives
○ performance dashboards
○ single use plans
○ decentralized responsibility
5 | MONITOR AND LEARN
● hold planning reviews
● hold operational reviews
● if something has failed while you are monitoring,
nakita mo di effective yung process or plan then you
have to prepare a corrective action so that sa
susunod na panahon, kung yon pa rin ang gagawin
●
dito meron ng values na nakalagay, mas specific
CHARACTERISTICS OF EFFECTIVE GOALS
EFFECTIVE GOALS
1. Are specific and measurable
○ Kapag di specific walang target also pag di
measurable mahirap mong malaman kung
naaachieve mo yung goal
2. Have a defined time period
○ you should have a defined time period gaya sa
atin dapat by 2025 we should have graduated
sa pharma and plus 4 years if magmed
○ hanggang kailan mo gustong gawin itong plan
3. Cover key result areas
○ Key result areas would mean bawat area
that are crucial in the operation
○ Ex. In UST, we have the goal of achieving 100%
work performance. Ano na yung mga areas or
facets na dapat imobilize: (1) faculty, (2)
students, (3) logistics, budgeting for lecturers
○ Result areas
○ Merong specific na facet or focus kung saan
makikita mo yung result ng plan
4. Are challenging but realistic
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5.
○
Are linked to rewards
○ dapat may return or makukuha from the plan
kasi may investment
3.
4.
MANAGEMENT BY OBJECTIVES (MBO)
System whereby managers and employees define goals for
every department, project, and person and use them to
monitor subsequent performance so that you will have an idea
how you will measure the performance.
● hindi output yung tinitignan sa organization kung hindi
ano yung objectives nila at naaattain ba nila yon
●
STEPS:
1.
2.
3.
4.
5.
6.
BS PHA l 1A PH A.Y 2021 – 2022
Similar with organizational planning process
Set goals
Develop action plans
Review progress (after execution)
Take corrective action (when not able to attain your
goal) so that you would be lessening the impact of
that particular error
Go back to action plan
Babalik uli pag okay siya → move forward →
appraise performance → set the goal again
○ very important aspect of planning kasi
tinitignan mo if merong adjustment na
need gawin para maachiev yung goal
SHEWHART CYCLE
A planning cycle used in organizations that have instituted
quality management - also called the PDCA
● instituted - well-constructive quality management
system (continuous quality management) ikot-ikot or cycle
1 | PLAN
● IDENTIFY the problem
● DISCOVERwhere and why it started
● PLANthe improvements
● CREATE a plan of action
2 | DO
●
●
2.
Focus manager and employee efforts on activities
that will lead to goal attainment.
Can improve performance at all company levels
○ kasi merong objective
INVOLVE everyone and EXECUTE the plan
3 | CHECK
● ANALYZE to see if everything went as planned and if
the expected result occurred
4 | ACT
●
●
MBO
1.
kailangang merong nillook forward to; if an
organization has an objective, chances are
everybody will be hands on or moving towards
attainment
Improves employee motivation
Aligns individual and departmental goals with
company goals
●
●
●
●
SHARE the learning
STANDARDIZE the process
○ yun na yung process na yon na gagamitin mo
paulit-ulit until you have encountered a certain
situation perhaps.
○ That’s what you do it quality management, pag
nasolve problem, safe na.
REFLECT on what can be changed (pag di nagwork
yung plan).
○ hanap ng paraan pano maiimprove pa yung
hindi naachieve na goal
RESTART the CYCLE; go back to the planning stage
Checking is important to see whether they are
attaining the goal pag di naattain sayang yung
resources
Check and balance in this planning cycle
we put our whole selves when planning, pero kahit gano
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●
●
●
●
●
kaganda yung plan, there will be situations that would not
go as planned.
kailangan ng mechanism to correct that
by correcting the problem, you would be able to set a
standard na yun na yung gagamitin mo
LIMITATIONS OF PLANNING
CREATE A FALSE SENSE OF CERTAINTY
All planning is based on assumptions, and
managers can’t know what the future holds for their
industry or for their competitors, suppliers and
customers
binuhos mo ang lahat-lahat mo sa pagplan pero may
pagkakataon na di maiiwasan na magfail yung plan
CAUSE RIGIDITY IN A TURBULENT ENVIRONMENT
Planning can lock the organization into specific
goals, plans, and time frames, which may no longer
be appropriate
turbulent environment - your organization is in crisis;
shaking na nagaganap
if there is a crisis - medyo stiff, hindi flexible, hindi
makaadapt at hindi resilient yung organization mahihirapan siya to cope with every crisis
CAN GET IN THE WAY OF INTUITION AND CREATIVITY
Managers sometimes squelch creative ideas from
employees that do not fit with predetermined action
plans
if something is budgeted, sa mga schools, nakaconfien sa
bounds ng budget/activity na pinropose.
pag hindi nakalagay sa plan ang isang bagay, hindi siya
pwedeng gawin dahil walang budget
kailangang sundin lang ang nakaplano
1.
2.
3.
4.
5.
6.
BARRIERS TO PLANNING
Failure to commit enough time and effort to
planning process
○ matagal ang planning process, it takes months
Interpersonal issues involving individuals or
groups
○ you will be coordinating with other people, if
merong issues with them pwede di magiging
maayos yung pag-uusap/pagplan
Inadequate planning skills
○ hindi ganon kalawak ang experience
Constantly
changing
circumstances
and
environment
○ mahirap since merong external environments
that could affect the organization
Failure to properly implement plan due to lack of
time/resources
○ kahit gaano kaganda yung plano, pag walang
resources, sayang yung plano
Inability to monitor post-planning progress
○ kailangang makita mo yung status ng plan after
being executed
BS PHA l 1A PH A.Y 2021 – 2022
7.
Lack of support from management
○ if you want to do something grand but ayaw ng
management, you cannot push for that because
you are not the organization, you are still bound
and under the covering of management
DECISION-MAKING
Process of choosing a specific course of action from several
possible alternatives, whether it has been planned or is yet to
be planned
●
●
●
●
●
●
●
●
●
●
●
●
●
●
one of the most crucial na skill that you should
posses is the decision-making skills
bilang manager, maraming instances where you
need to make a decision
should be objective hindi base sa emotions
may mga pwedeng remediation for particular
problem, corrective action
kailangang pumili ng possible alternatives
look into pros and cons of a certain alternative to be
objective and para makita yung weight
pag mas maraming pros then go for it
pag merong gray areas or mas maraming cons, look
into your own self if kaya mo ba yon and yon talaga
gusto mo
that objective of decision-making is useful when
you have a clearly defined na positive impact from
the decision, if hindi hanap ng ibang alternatives for
the particular situation
ORGANIZING
After you have planned, assign people to the activities you
have planned
Pag walang inassign, walang makakapag-execute ng plan
If no very distinct organization - whole organization is
affected (chaotic, unhealthy, toxic & stressful)
Deployment of organization resources (people you
have there) to achieve strategic goals
Reflected in the organization’s division of labor into
specific departments and jobs, formal lines of
authority, and mechanisms of coordinating diverse
organization tasks.
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●
●
●
●
●
●
●
●
●
the very management function that would prevent
chaotic environment
Organization Structure
Set of formal tasks assigned to individuals and
departments
Formal reporting relationships, including lines of
authority, decision responsibility, number of
hierarchical levels, (sino-sino nasa taas mo) and
spans of managers’ control (gaano kalawak ang
manager’s control mo)
Design of systems to ensure effective coordination
of employees across departments
Organization Chart
Visual representation of an organization’s structure
dependent on the nature of the organization
Chief Pharmacist - head; lahat ay under niya;
responsible sa lahat
○ Pharmacy Supervisor - reports to the chief
pharmacist
■ Clinical pharmacist
■ Data entry clerk
● Pharmacy aids - directly
reports
the
clinical
pharmacist and data
entry clerk
○ Cleaner - dadaan
muna
sa
pharmacy aids
bago sa cleaner
■ Dispensing pharmacist
■ Narcotic In-charge
■ Assistant pharmacists - helping
out all the other ones sa org
■ Warehouse In-charge
■ Lahat ng ito ay directly na
nagrereport
sa
pharmacy
supervisor
Secretary - hindi pag-aari ng mga nasa baba;
directly helps out the chief pharmacist
Yung mga lines hindi lang wala lang, sinasabi nito
sino ang nagrereport and sino ang nasa under nito
●
●
●
●
●
●
BS PHA l 1A PH A.Y 2021 – 2022
Features of Vertical Structure
Work specialization - sariling assignment, nagiging expert ka.
(problem is pag nabbored ka na)
Chain of command - may isang pinanggagalingan ng
instructions (chief pharmacists going down to cleaners)
Authority, responsibility, and delegation - chief
pharmacist ang may pananagutan sa entire organization;
makikita kung sino ang may authority and who is responsible
accomplishing certain task
Span of management - gaano kalawak and sino-sino under sa
isang member ng org
Centralisation and decentralisation
Formalization
Work Specialization
● Division of labour, or the degree to which
organizational tasks are subdivided into seperate
jobs
● Advantage: Job can be performed efficiently
● Disadvantage: Employees are isolated and do only a
single, boring job. May create separation and hinder
coordination essential for organizations to be
effective.
● Dahil meron ng sariling lugar, minsan yung integration ng
iyong work with another department is very separate such
that di mo na alam nangyari sa ibang department
● Pag large ang organization possible to pero pag small
lang, there would be a better coordination within the
organization
Chain of Command
● Unbroken line of authority that links all persons in
an organization and shows who reports to whom
● lahat may linya sa organization
● Two underlying principles:
● Unity of command means each employee is
held accountable to only one supervisor
(mananagot siya sa isang nasa taas niya);
and
○ employee answering to the supervisor
● Scalar principle refers to clearly defined line
of authority in the organization that
includes all employees
○ kanino
sila
nakasakop
na
authority
○ supervisor covering all other
employees who are under him in
the hierarchy
Auhtority, Responsibility, and Delegation
● Authority is formal (hindi basta lang nangyari; has
been chosen to be the authority) and legitimate
right (binigyan ng authority) of a manager to make
decisions, issue orders, and allocate resources to
achieve organizationally desired outcomes
● Manager being the person designated by the organization
to decide for the organization
● Pag mataas ang decision-making nung nandon, it will
affect the people under him
● Walang choice kundi sumunod don sa authority
○ Authority is vested in organizational
positions, not people (hindi nakabase sa
personality but sa hierachy)
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○
●
●
●
●
●
●
Authority flows down in vertical hierarchy
(mula sa taas hanggang sa baba)
○ Authority is accepted by subordinates
(kung di mo gusto yung values ng company
or boss mo, wala kang choice don)
Responsibility is the duty to perform the task or
activity an employee or other stakeholder has been
assigned. This is usually commensurate to the
authority given.
The authority over you also has their own
responsibility and is accountable for that.
Accountability means people with authority and
responsibility are subject to reporting and justifying
task outcomes to those above them in the chain of
command
Pag hindi maayos ang leader, that leader is
accountable pa rin. Meron pang higher authorities
na pwedeng magjudge or magjustify sa actions nila
Delegation is the process managers use to transfer
authority and responsibility to positions below them
in the hierarchy
This is transfer of authority to the person that you
have delegated the work to
Span of Management
● Also called span of control
● Number of employees who report to a supervisor
● When supervisors must be closely involved with
subordinates, the span should be small; and when
supervisors
need
little
involvement
with
subordinates, it can be large.
pinakamababa, mas mabilis lang yung reporting
and decision-making
Centralization and Decentralization
● Centralisation means that decision authority is
located at a single point, usually near the top of the
organization
● Decentralisation means decision authority is
pushed out and downward to lower organization
levels.
○ Decentralisation relieves the burden on top
managers, make greater use of worker’s
skills and abilities, ensure that decisions
are made close to the action by
well-informed people and permit more
rapid response and external changes.
Formalization
● Process of creating written documentation to direct
and control employees
● (rule books, policies, procedures, job descriptions
and regulations)
● May manual ka na ginagamit, where everyone refers
to
● Important dahil yung job is formalized sa paper
● Documentation includes rule books, policies,
procedures, job descriptions, and regulations
1.
2.
3.
4.
5.
FIVE APPROACHES TO STRUCTURAL DESIGN
Vertical Functional
Divisional Structure
Horizontal Matrix
Team-Based Approach (Cross-functional team)
Network Structure
Vertical Functional
Positions are grouped into departments based on similar
skills, expertise and resource use
●
●
●
●
●
●
●
●
●
●
●
Tall and Flat Organization are very distinct
Nakabse sa nature ng organization mo kung ano
pipiliin mo dito, gano kalaki and anong functions na
dapat meron sa mga taong nakaassign
Tall organization - if ikaw yung na sa pinakababa,
you need to report sa immediate supervisor, then
siya sa another supervisor, then sa another
supervisor, then sa president.
Matagal yung lakad ng reporting
Go to different lines of authority
May delegation of authority - deciding capability sa
level nila para tapusin yung problem and di
makarating sa president
Okay siya if decision-making is decentralized - yung
boss mo may deciding-capacity; mas mabilis
decision-making
Usually may decentralisation talaga otherwise
babagal siya
Top-level management - wala ng masyadong alam
sa nagaganap sa ilalim nya
Flat organization - if ikaw yung na sa
cost-efficient - resources ay nakagroup
ADVANTAGES
DISADVANTAGES
Poor communication across
functional departments
Efficient use of resources,
economies of scale
nakagroup sila sa same set of
skills; pare-pareho ng way of
thinking
communicating with other
departments - magkakaiba ng
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ginagalawang papel in the org;
walang iisang integration
In-depth skill specialization
and development
Slow response to external
changes, lagging innovation
Career progress within
functional departments
Decisions concentrated at top of
hierarchy, creating delay
Top manager direction and
control
Responsibility for problems is
difficult to pinpoint
Excellent coordination within
functions
High-quality technical
problem-solving
Limited view of organizational
goals by employees
BS PHA l 1A PH A.Y 2021 – 2022
Easy pinpointing of
responsibility for product
problems
Emphasis on overall product
and division goals
Less top management control
Competition for corporate
resources
Development of general
management skills
Horizontal Matrix
Utilizes functional and divisional chains of command
simultaneously in the same part of the organization; involves
dual line of authority
Limited general management
training for employees
functional - kung ano tinatrabaho and what hierarchy or
division
Divisional Structure
Departments are grouped based on similar organizational
outputs
dual line of authority - dalawang boss kailangang pakinggan.
it's okay if both sides get along, will get singular instruction.
if conflicting yung instructions, then nagkaproblema yung
division group. so there's a dilemma for the member in the
division.
●
●
Bawat division ay may kanya-kanya
department
grouped based on similar outputs.
ADVANTAGES
Fast response, flexibility in an
unstable environment
silang
DISADVANTAGES
Duplication of resources across
functional departments - major
disadvantage
bawat isa ay mangangailangan
ng RND?
may duplication - may
competition
Fosters concern for customers’
needs
Excellent coordination across
functional departments
Less technical depth and
specialization in divisions
Poor coordination across
divisions
ADVANTAGES
More efficient use of resources
than single hierarchy
Flexibility, adaptability to
changing environment
DISADVANTAGES
Frustration and confusion from
dual chain of command
Less technical depth and
specialization in divisions
Excellent coordination across
functional departments
High conflict between two sides
of matrix
Development of both general
and specialist management
skills
Many meetings, more discussion
than action
Interdisciplinary cooperation,
expertise available to all
divisions
Enlarged tasks for employees
Human relations training needed
Power dominance by one side of
matrix
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Team-Based Approach (Cross-functional team)
Group of employees assigned to a functional department
that meets as a team to resolve mutual problems
BS PHA l 1A PH A.Y 2021 – 2022
Global competitiveness
contrary to division structure, this uses the same people or
same departments for the same purposes.
Workforce flexibility/challenge
Reduced administrative
overhead
ADVANTAGES
Some advantages of functional
structure
Reduced barriers among
departments, increased
compromise
Less response time, quicker
decisions
No heads-on control
hindi naman empleyado ni
boss, he cant control them,
because it is the
organization where the
employee belongs to.
Can lose organizational part
Employee loyalty weakened
STAFFING
Staffing involves (an HR function):
1. Preparing the job description
if you know the job description, then you'll know how to
act)
2. Identifying the sources of applicants
you need to know saan ka mahuhunt, anong klaseng
applicants
3. Searching for applicants
advertising or joining job conferences, job hunting, job
expo.
4. Interviewing applicants
5. Selecting applicants
which you think the best fitting
6. Orienting new employees
nakapasok na, expectations, introduce the organization
7. Training of new employees
trying to give them opportunity to be better on what they
are doing
8. Evaluating employee performance
employees that have mataas ang IQ, mababa ang EQ
merong probation
DISADVANTAGES
Dual loyalties and conflicts
Time and resources spent on
meetings
kakameeting mo wala ka nagawa
Unplanned decentralisation
Better morale, enthusiasm from Many meetings, more discussion
than action
employee involvement
Reduced administrative
overheads
Network Structure
Disaggregates major functions into separate organizations
that are brokered by a small headquarters organization (ex.
TASKUS- offshore clients)
you talk to organizations not single employees.
you can outsource your services, wala kang sariling empleyado,
galing sa ibang bansa.
different services coming from different countries.
the more employees you have, the more chances that you'll
get the best employee
●
●
ADVANTAGES
Recruitment consists of all activities associated with
attracting qualified candidates.
Placement refers to candidate application, screening,
interviewing, selection, and hiring process.
DISADVANTAGES
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BS PHA l 1A PH A.Y 2021 – 2022
Types of Interview Question
1. Traditional
general information about the candidate
tell me about yourself
2. Situational
response to an imaginary situation
they'll know how you’ll respond in crisis
3. Behavioral
previous situation assuming past behavior will
predict future behavior
have you ever encountered this? how did you respond?
4. Stress
intended to unnerve candidates to assess their
stress response
usually hindi napansin. some questions are intended to
unnerve para makita kung paano sila mag respond to
that kind of question.
5. Candidate question
interviewee to the interviewer to assess
interviewee’s preparation
seem to be unnecessary but important for the interviewer
because you'll know if they're really ready.
Do you have any questions for me? - if the interviewee has
questions about the company then it shows that they're
very interested
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Managers must have both technical knowledge of the job
to be performed and the “feel” about a candidate
technical knowledge- alam mo na yung trabaho. you
have discernment about the candidate
REFERENCES
Course Instructor: Crislee Torio
References from:
University of Santo Tomas Powerpoint Presentation: Unit IIB:
Planning & Organizing
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INTRODUCTION TO PHARMACY ADMINISTRATION, MANAGEMENT & LEADERSHIP
BS PHA | 1A PH A.Y 2021 – 2022
#2.3|leading & controlling
I.
II.
III.
IV.
V.
VI.
VII.
VIII.
PHA 617 | CRISLEE TORIO
Factors Influencing Motivation
OUTLINE
Motivation
A. Factors influencing motivation
Communication
A. Communication process
B. Barriers to communication
Active LIstening Behaviors
Organizational Communication
Controlling
Organizational Performance
Total Quality Management
Effective Control Systems
Table No. 1 Factors Influencing Motivation
FACTORS
DEFINITION
-Motivate
employees
by
constantly
introducing new tasks that build on one
Attainment
another. Allow them to work toward both shortand lonq-term goals, thereby creating a record
of achievement and growth.
Power
Needless to say, you can love people without leading them, but you
cannot lead people without loving them.
John C. Maxwell
LEADING
MOTIVATION
Forces either within or external to a person that arouse
enthusiasm and persistence to pursue a certain course of
action
INTRINSIC REWARDS
Satisfactions that a person receives in the process of
performing a particular action
based on you obtain
EXTRINSIC REWARDS
Given by another person, and include pay increases,
promotions, and praise
sense of accomplishment
CATEGORIES OF MOTIVES
Belonging
1. Negative Approach 3. Positive Approach
Threats and
Rewards such as pay
punishments
rises, bonuses, praise
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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 meeting, can collaborate and
share ideas, or assign them to project teams.
Organize lunches to enable them to connect
with others.
Provide clear goals and allow these employees
to find the best way to produce results. When
Independence possible, offer them the flexibility to set their
own hours and choose projects.
Respect
2. Negative Approach 4. Positive Approach
Tap into self-doubts Heip people enjoy their
work, get sense of
accomplishment
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 opinion and see that
you take them seriously.
Equity
Pain/ Fear
Pleasure/ Growth
depende kung ano ang kaya ng iyong pagkatao
as leaders, you must know how to motivate you people, ikaw
nasa labas
develop people to have a positive approach of extrinsic
motivation
you want them to have sense of accomplishment, you want
them to achieving = happy & powerful motivator of people
Recognize employees' contributions and
acknowledge the value of their opinions. Give
them 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.
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 to speak up in the
event they believe they have been treated
inequitably.
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INTRODUCTION TO PHARMACY ADMINISTRATION, MANAGEMENT & LEADERSHIP
BS PHA l 1A PH A.Y 2021 – 2022
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COMMUNICATION PROCESS
Sometimes we must look at different modes by
which the communication has been delivered. Hindi
lang written words/ spoken words ang
pinag-uusapan natin dito
Non-verbal Communication
COMMUNICATION
Process by which information is exchanged and understood
by two or more people, usually with the intent to influence or
motivate behavior
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The message is how the idea is put/construct of the
message.
It can be verbal or written
Channel is the medium used to send the message.
Sa UST may magandang system ng pag-email that
we use in communicating online
Sa UST rin, bawat classroom may speaker for the
announcements
The receiver gets it and decodes it.
Decoding means you are interpreting the message.
You are trying to understand the message.
Naintindihan man or hindi ng receiver, magsesend
pa rin ng feedback sa sender
Ex. “Yes po”, “Opo”, “Okay po”, “Tuloy po” kapag
naintindihan
Kapag di naintindihan or may question,
magtatanong sila
Ex. “Paano po yung ganto”, “Ano pong gagawin sa
ganyan”
Feedback is very important otherwise you will not
talk about the message you received
Chances are, the sender thinks that you have
understood it exactly as they pretend it to be
understood
Kung ang intention mo ay ito ang naintindihan niya
iba, the receiver then have the obligation to ask the
sender kung tama ba yon because along the way you
will find noises/disturbances in the messages you
received.
Kaya pwedeng hindi tama yung dumating sayo na
communication
Kinesics or Body Language
● Gestures, facial expressions, and other body
movements that convey meaning
● Ex. rolling of eyes, pagngiwi (dissatisfaction); body
movements (you can see if they are excited or
nervous)
● These can communicate very strongly to the people
Paralanguage or Verbal Intonation
● Verbal intonnatrion (tono ng iyong pagkasabi)
● Emphasis someone gives to words or phrases in
order to convey meaning
● Ex. masayang-masaya ka (dapat masaya rin
pagkasabi)
● There is a difference in how the words are being
delivered in our intonation
Kapag sa letter may ebidensya ka na ito yung sinabi niya,
pero itong dalawa, although they add their significantly to
the meaning of the message conveyed to the receiver, di sila
nakanote/nakasulat but the receiver might see them as
opposing the message or if they are not.
BARRIERS TO COMMUNICATION
Deliberate manipulation of information to
make it appear more favorable to the
receiver
Filtering
Emotions
- Gusto mo break it to me gently
- Gusto mo isugarcoat yung mga sasabihin
sa kanila
- Ex. if the organization will need to remove
some workers, paano mo sasabihin since di
siya good news. Kahit isugarcoat may need
pa rin tanggalin.
- Barrier since di siya positive since
tatanggalin na pala sila pero pinaasa mo pa
and pwede magfail organization
How a receiver feels when a message is
received influences how he or she interprets
it
- Dalawa siya: either how a receiver and the
sender is feeling
- Ex. Hindi lahat happy pag gumising tas
pag may message sayo na bad news it
triggers you, it pisses you off. Kaya minsan
mali yung reaction/emotions mo. Hindi mo
na naintindihan yung message.
Information
exceeds
our processing
capacity
- sobrang dami na ng sinabi
Information Overload - mahalaga na mayroong sulat
- Ex. silang profs nagkaroon ng difficulties
with the shifting into the online course.
Tatlong beses may bagong guidelines to
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INTRODUCTION TO PHARMACY ADMINISTRATION, MANAGEMENT & LEADERSHIP
Defensiveness
improve the services to students. Yon yung
binabalikan nila to see if they are
performing within the bounds of the
guidelines.
When people feel they’re being threatened
they tend to react in ways that hinder
effective communication and reduce their
ability to achieve mutual understanding
BS PHA l 1A PH A.Y 2021 – 2022
-
●
- pag feeling mo na threatened ka,
sometimes we react differently, di na natin
iniintindi ano laman ng message
Words mean different things to different
people
Language
National Culture
●
●
- may mga emotional cues, kapag yon
nasabi negative ang dating satin
- it takes to be getting outside of your
emotionality and looking at things
objectively
US managers rely heavily on formal reports.
Japanese managers prefer interpersonal
contact
- very different
- German managers are very strict that is
why there people are trained to set their
emotions aside
- Filipino managers, iba-iba yung character
na ineexemplify
- When you work in an organization, you
should stick with an organization that
embodies your own ideas and values
Communication has to be clear para walang
questions kung ano yung pinag-uusapan ninyo
The goal is to send and convey the message and for
the receiver to understand it
OVERCOMING BARRIERS TO COMMUNICATION
● Use feedback
nacclarify mo if you are asking, if you are
giving feedback of what you have felt. So
the other person/sender can somehow
adjust para doon.
Ex. The government has signed the
PhilHealth 3% contribution for OFWs.
Nagsend
ng
feedback ang OFWs,
nagreklamo. Ngayon inaayos na nila,
binabago nila, di na mandatory.
● Simplify language
simplify it, don’t use jargons, flowery words
but always consider your receiver’s capacity
to learn the language.
Sana di na nila need ng dictionary para
maintindihan
yung
information
na
naconvey mo.
For less communication barrier sa
language na ginamit
● Listen actively
Active listening is when you listen, you get
the full meaning of something, you are
involved in it
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Pag narinig mo lang, passive siya, wala
lang, there’s no reaction to it, you just
simply heard it.
Constrain emotions
A manager who are too emotional will be
hurt over and over and will be drained of
strength
In an organization, we meet different
people, different backgrounds, different
values
You will have frictions (?) definitely
Hindi lahat ng bagay kailangan daanin sa
emotion
It may cause the organization to crumble
since communication has failed
Kailangan mong iconstrain emotions mo,
so that you can listen actively
Tanggalin mo sarili mo, evaluate mo ang
mga bagay-bagay
Ex.
nagreact
muna
tas
pag-uwi
nagmuni-muni then marealize na “ay tama
pala siya”
We may regret it if we say wrong stuff
Watch nonverbal cues
Looking at the facial expressions
We look at things differently
Yung iba wala lang yung expression na yon
Ex. matatapang mukha, nakataas kilay;
they have to watch non-verbal cues
because they might be sending the wrong
message to people and be misinterpreted
ACTIVE LISTENING BEHAVIORS
An average person normally speaks 125 to 200 words
per minute.
An average listener can comprehend up to 400
words per minute
Merong idle (?)
Nagkakaroon ng gap since there are differences
between the number we deliver and the number of
words we hear and understand
Medyo may barrier
You need to be engaged when communicating with
others
If not understood, you need to repeat; needs a
feedback if not understood
If you want to be an active listener then you have to
exemplify these characters:
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INTRODUCTION TO PHARMACY ADMINISTRATION, MANAGEMENT & LEADERSHIP
1.
2.
3.
4.
5.
6.
7.
Show Empathy
● dapat makidama ka pag sinabi niyang
nahurt siya, “ah nakakahurt talaga ‘yun.”
● you have to support the person’s emotions
● being hurt is valid
● you are simply validating the emotion
Show interest by making eye contact
● Avoid looking at your phone (browsing on
social media), the clock (time), to not
distract the person you are talking to.
● You have to show interest by looking at the
person you are talking to.
Exhibit affirmative head nods and appropriate
facial expressions
● Head nods - the person you are talking to
needs to know if you understood what they
meant. You can use head nods to affirm
that you understood what the person said
● You can also ask questions if you did not
understand something.
Ask questions
● You have to ask questions.
● This is an element of active listening.
● You have to verify what you understood.
Avoid distracting actions or gestures
● Yawning, etc.
● You can apologize if you did something
accidentally.
Paraphrase what’s been said
● You can repeat what the person has just
said just to let them know that you
understood.
● For them to know that you are listening.
Don’t interrupt
● Interruption sometimes can lead to you
telling your own story while someone is
telling theirs.
● That is interrupting the person in an
inappropriate way.
● You are there to listen.
BS PHA l 1A PH A.Y 2021 – 2022
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INFORMAL COMMUNICATION CHANNELS
Are personal communication channels that exist
outside the formally authorized channels and do not
adhere to the organization’s hierarchy of authority.
Have you heard of grapevine communication?
○ refers
to
a
person
to
person
communication network of employees that
is not officially sanctioned by the
organization
○ ito ‘yung mga chismis
○ personal communications
○ this is not good because this simply means
that the organization is suffering from
chismis and is causing disruptions within
the organization
○ vines - kumakalat, tumutulay sa buong
organization
hindi siya nasulat
hindi pwede gamiting evidence against a person
broken lines - informal communication channels
solid lines - formal line
there can be several other communication lines
existing
ORGANIZATIONAL COMMUNICATION NETWORKS
ORGANIZATIONAL COMMUNICATION
FORMAL COMMUNICATION CHANNELS
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Involve written and verbal ways of exchanging
information among people who have recognized
status in the organization.
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Chain
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Wheel
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○
there is only a one way communication
lower goes to next level and so on
the lower level cannot directly go to the
highest level
there is only a connection between lower
and higher level of management in an
organization
sa isang tao lang nakikipagcommunicate
lahat
the head is communicating and getting
feedback from other people
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BS PHA l 1A PH A.Y 2021 – 2022
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All Channel
○ Everything is open in communication.
○ All lines are open for communication.
○ Pwede kausapin lahat.
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CONTROLLING
●
focuses on how well resources are being
managed for the company’s future
that is employee retention (training for
employees), introduction products
if you are leader, then your goal is for people
to improve under your watch
ORGANIZATIONAL PERFORMANCE
ORGANIZATIONAL CONTROL
Systematic process of regulating organizational
activities to make them consistent with the
expectations established in plans, targets, and
standards of performance.
Types of Control
Based on time of implementation
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Input
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Dahil may goal, plans, and performance, this is a
process to regulate the ability.
Take corrective action - baguhin ‘yung standard or
help the people achieve the standard that was set.
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BALANCED SCORECARD
A comprehensive management control system that
balances traditional financial measures with
operational measures relating to a company’s
critical success factors
4 Major Perspectives of a Balanced Scorecard
VISION AND STRATEGY:
1. Financial Perspective
To succeed financially, how should we
appear to our shareholders?
reflects a concern that the organization’s
activities contribute to improving short
and long term financial performance
net income, return of investments
the company or organization that earns, is
self sustaining and can survive.
2. Customer Perspective
To achieve our vision, how should we
appear to our customers?
customer service: measuring information
such as how customer view your
organization, customer satisfaction
gagawa ka ng customer survey for
feedback (customer satisfaction)
3. Internal Business Perspective
To satisfy our stakeholders and customers,
where must we excel in our business
processes?
this focuses on operating statistics,
adherences on guidelines, rivals ng
kanilang supplies
4. Learning & Growth Perspective
To achieve our vision, how will we sustain
our ability to change and improve?
tells us the potential for learning and
growth
Processes
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Output
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Feedforward Control
Anticipates problems
most desirable type of control
because it prevents problems because
it takes place before the actual
activity.
taking managerial action before a
certain problem occurs
require time and accurate information
that isn't always easy to get
dito palang, gumawa ka na ng policies
to address the certain problems that
you anticipate in the future
Concurrent Control
corrects problems as they happen
during processing or working out the
plan, you have the control
takes place while work or activity is in
progress
the best form of concurrent control is
direct supervision or management
by walking around
all managers can benefit from this
because they can correct the
problems when they become too risky
usually what you use when you have
nothing to state with any problems
kasi hindi mo pa na iimplement.
Feedback Control
correct problems after they occur
the most popular type of control
ano ang sabi ng customers, ano
naranasan nila
control takes place after the activity
has been done
advantages: (1) the feedback gives the
manager meaningful information on
how effective their planning efforts
were (2) feedback can enhance
motivation, people want to know how
they're doing, and can be rewarded
because they are successfully done
with the plan na kailangan unang
ginawa.
if deviation is significant, the
manager can use the information to
formulate a new plan
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TOTAL QUALITY MANAGEMENT (TQM)
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
UST has TQM: kabuuan ng organization
QUALITY CIRCLES
● Group of six to twelve volunteer employees who
meet regularly to discuss and solve problems
affecting the quality of their work
● trabaho niya ay humanap ng mga problema na
solusyonan by analyzing the data, fathering, and
recommending the solution.
1. Team creates quality circle and collects information
2. Team selects problems to be solved
3. Team gathers data and analyzes problems
4. Team recommends solutions
BENCHMARKING
● Continuous process of measuring products,
services and practices against major competitors or
industry leaders
● a study where titignan mo yung iba kung gaano ka
kalayo sa competitors mo
● ex. pumunta sa other school to see their facilities
(laboratory, classrooms)
Benchmarking Process:
1. Establish objectives (planning)
2. Collect data
ex. other schools: ilan students, magkano
tuition fee, ano requirements
3. Compare dat
4. Identify practices
ano maganda na practives na pwedeng
pagpilian
5. Select and implement
6. Track and repeat
BS PHA l 1A PH A.Y 2021 – 2022
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QUALITIES OF EFFECTIVE CONTROL SYSTEMS
linkage to strategy
understandable measures
acceptance by employee
even if the control system is effective, but
this will be suppressive sa employees, they
might leave because sobra nasakal sila sa
control system mo
balance of objective and subjective data
sino gumawa niyan and ano nagawa
support of action
timeliness
flexibility
accuracy
“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
REFERENCES
Course Instructor: Crislee Torio
References from:
University of Santo Tomas Powerpoint Presentation: Unit IIC:
Leading and Controlling
SIX SIGMA
● Quality control approach that emphasizes a
relentless pursuit of higher quality and lower costs
● Six Sigma is based on a five-step methodology
referred to as DMAIC (Define, Measure, Analyse,
Improve and Control).
● Six Sigma is a quality-control process that
businesses use to eliminate defects and improve
processes.
● The model was developed by a scientist who worked
at Motorola in the 1980s.
1.
2.
3.
4.
5.
DEFINE- define the process and the problem
MEASURE- measure the current performance
ANALYZE- analyze the process for issues and root
causes
IMPROVE- determine and implement improvement
actions
CONTROL- maintain the improved process
all quality managements can be applied personally
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