63831 FMxx 3rdpass.qxd:Borkowskisamples.jbpub.com/9780763763831/63831_01_FMxx_final.pdfCover Design: Kristin E. Parker ... Chapter 14 Conflict Management and Negotiation Skills . .

ORGANIZATIONALBEHAVIOR

INHEALTH CARE

Second Edition

Nancy Borkowski, DBA, CPA, FACHEDirector, Health Management Programs

Chapman School of BusinessFlorida International University

Miami, FL

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© Jones and Bartlett Publishers, LLC. NOT FOR SALE OR DISTRIBUTION

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Library of Congress Cataloging-in-Publication DataOrganizational behavior in health care / [edited by] Nancy Borkowski. — 2nd ed.

p. ; cm.Includes bibliographical references and index.ISBN-13: 978-0-7637-6383-1 (pbk.)ISBN-10: 0-7637-6383-7 (pbk.)1. Health facilities—Personnel management. 2. Health services administration. 3. Organizational behavior. 4. Psychology, Industrial. I. Borkowski, Nancy. [DNLM: 1. Health Services Administration. 2. Group Processes. 3. Health Personnel— psychology. 4. Organizational Culture. 5. Personnel Management. W 84.1 O683 2011]RA971.35.B67 2011362.11068'3—dc22

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To my husband.

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v

Contents

Preface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . vii

Contributors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ix

About the Author . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi

PART I—INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1

Chapter 1 Overview and History of Organizational Behavior . . . 3

Chapter 2 Diversity in Health Care . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Chapter 3 Attitudes and Perceptions . . . . . . . . . . . . . . . . . . . . . . . . 41

Chapter 4 Workplace Communication . . . . . . . . . . . . . . . . . . . . . . . 71

PART II—UNDERSTANDING INDIVIDUAL BEHAVIORS . . . . . . . . 103

Chapter 5 Content Theories of Motivation . . . . . . . . . . . . . . . . . . 105

Chapter 6 Process Theories of Motivation . . . . . . . . . . . . . . . . . . 129

Chapter 7 Attribution Theory and Motivation . . . . . . . . . . . . . . . 147

PART III—LEADERSHIP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165

Chapter 8 Power and Influence . . . . . . . . . . . . . . . . . . . . . . . . . . . . 167

Chapter 9 Trait and Behavioral Theories of Leadership . . . . . . 177

Chapter 10 Contingency Theories of Leadership . . . . . . . . . . . . . . 191

Chapter 11 Contemporary Leadership Theories . . . . . . . . . . . . . . 209

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vi CONTENTS

PART IV—INTRAPERSONAL AND INTERPERSONAL ISSUES . . 231

Chapter 12 Stress in the Workplace and Stress Management . . . 233

Chapter 13 Decision Making . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 269

Chapter 14 Conflict Management and Negotiation Skills . . . . . . 285

PART V—GROUPS AND TEAMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 307

Chapter 15 Overview of Group Dynamics . . . . . . . . . . . . . . . . . . . . 309

Chapter 16 Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 327

Chapter 17 Teams and Team Building . . . . . . . . . . . . . . . . . . . . . . . 341

PART VI—MANAGING ORGANIZATIONAL CHANGE . . . . . . . . . . . 357

Chapter 18 Organization Development . . . . . . . . . . . . . . . . . . . . . . 359

Chapter 19 Resistance to Change and Change Management . . . 373

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 399

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vii

Preface

In 2005, I authored the first edition of this book, and in its Preface I wrote,“the U.S. healthcare industry has grown and changed dramatically over thepast twenty-five years.” That was an understatement! In the past four years,the industry has experienced some of the most dynamic changes that health-care managers have seen. In the coming years, more system-wide changes willoccur as we push for value-driven health care. Healthcare managers arequickly learning that what worked in the past may not work in the future. Assuch, I was compelled to write an organizational behavior book specifically forhealthcare managers who are on the front lines every day, motivating andleading others in a constantly changing environment. This is not an easy task,which I know firsthand!

The purpose of this book is to provide the healthcare manager and otherprofessionals with an in-depth analysis of the theories and concepts of organi-zational behavior while embracing the uniqueness and complexity of thehealthcare industry. Although health care is similar to other industries, it isalso very different. It is the nation’s largest industry, employing more than 15million people in numerous interrelated and interdependent segments.

Using an applied focus, this book provides a clear and concise overview ofthe essential topics in organizational behavior from the healthcare manager’sperspective. It is my goal that after you have read this book, you will gain agreater understanding of why and how people and groups behave the waythey do in the workplace. With this knowledge you will be able to predict andthus effectively influence the behavior of those you lead. Please let me know ifI accomplish my goal! You can reach me at www.IMHealthEdu.org.

In addition, I tried to ensure that I referenced all the individuals whosework contributed to the development of this book. However, if by chance Ifailed to give credit to someone along the way, please contact me so I maymake the necessary correction.

At this time I wish to acknowledge individuals without whose efforts andsupport I would not have been able to complete this book. First, I wish tothank my colleagues and contributors, Jean Gordon, Gloria Deckard, LorrieJones, Paul Harvey, Mark Martinko, Kristan Guo, and Jeff Ritter. Second, Iwant to thank my wonderful family for their patience, understanding, andsupport over the years. Finally, I wish to thank the many wonderful and car-ing people employed throughout the healthcare industry that I have had and

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viii PREFACE

will have the opportunity to work with. My life continues to be blessed bythese dedicated individuals!

Thank you for purchasing (and reading) my book. I welcome your commentsand suggestions.

With personal regards,

Nancy M. Borkowski, DBA, CPA, FACHE

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ix

Contributors

Gloria Deckard, PhDAssociate ProfessorChair, Department of Health Policy

and ManagementRobert Stempel School of Public

HealthFlorida International UniversityMiami, FL

Jean Gordon, RN, DBAHealthcare ConsultantHollywood, FL

Kristina L. Guo, PhDAssociate Professor, Health Care

Administration ProgramDepartment of Public

AdministrationUniversity of Hawai’i–West O’ahuPearl City, HI

Paul Harvey, PhDAssistant Professor of ManagementWhittemore School of Business and

EconomicsUniversity of New HampshireDurham, NH

Lorrie Jones, PhDOrganizational Development /

Human Resources SpecialistHollywood, FL

Mark Martinko, PhDBank of America Professor of

ManagementCollege of BusinessFlorida State UniversityTallahassee, FL

Jeffrey Ritter, DBAAssociate ProfessorBarry UniversityDivision of Health Management

ProgramsCollege of Health SciencesMiami Shores, FL

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About the Author

Nancy Borkowski, DBA, CPA, FACHE is the Director of Health Manage-ment Programs in the Chapman Graduate School of Business at Florida Inter-national University. Dr. Borkowski has over 20 years experience in thehealthcare industry holding executive positions in physician practice manage-ment and managed care. Dr. Borkowski is a past recipient of the AmericanCollege of Healthcare Executive’s Southern Florida Senior Career HealthcareExecutive Award. In addition, Dr. Borkowski has over 14 years as an academi-cian serving in faculty positions at Florida International University and St.Thomas University. She earned her Doctorate of Business Administration inHealth Services from Nova Southeastern University.

Dr. Borkowski is board certified in health management as a Fellow of theAmerican College of Healthcare Executives and has served on the editorialboard of the Journal of Business and Management. Dr. Borkowski is a nation-ally recognized author with the first edition of her book Organizational Behav-ior in Health Care being referred to as “one of the most significant advances inthe field of health services administration” which was awarded the AJN 2005Book of the Year Award for nursing leadership and management.

Dr. Borkowski’s work has been published in Leadership in Health Services,Group & Organization Management, Organizational Behavior and HumanDecision Processes, Health Care Management Review, Journal of HealthAdministration Education, Journal of Health and Human Services Adminis-tration, International Journal of Public Administration, Hospital Topics, andthe Journal of Healthcare Marketing.

Dr. Borkowski teaches leadership, organizational behavior, organization the-ory and design, financial management, and strategic management and is apast recipient of the American College of Healthcare Executives’ Excellence inTeaching Award. Dr. Borkowski continues to consult with and serve on manyhealthcare companies’ boards. Since 2005, Dr. Borkowski has served on theAcademy of Management’s Health Care Management Division’s ExecutiveCommittee. She serves on the American College of Healthcare Executive’sSouthern Florida Regent’s Advisory Council and in 2008 Dr. Borkowski waspresented with the Distinguished Service Award from the American College ofHealthcare Executives.

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