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IOP3707 Assignment 4 Semester 2 2024 - DUE 14 October 2024
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IOP3707 Assignment 4 Semester 2 2024 - DUE 14 October 2024 QUESTIONS WITH ANSWERS
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IOP3707 Assignment4 Semester 2 2024 -
DUE 14 October 2024
QUESTIONS WITH COMPLETE ANSWERS
[School]
[Course title]
,IOP3707 Assignment 4 Semester 2 2024 - DUE 14 October 2024
Best Solutions Contact Centre (Please note that the case study is not a real company situation.)
As the newly appointed Contact Centre Manager at ‘Best Solutions Contact Centre’, you are
responsible for the short-term insurance sales department for cell phones, laptops and vehicles.
Your new role includes driving change and transformation in the contact centre by introducing a
new vision and strategy relating to the implementation of a new online contact centre system to
stay abreast of clients’ needs within the new digital world. Embracing new products and
technology will be a key focus area in this contact centre. Therefore, as Contact Centre Manager,
you need to inspire followers, bringing out the best in them to implement the planned changes
effectively and to make the effort worth the while. Recognising the complexity of leading a
culturally diverse virtual team, you understand the critical need to create an environment that
supports change. The challenge is amplified by the team’s remote structure and the diversity of
your team members. As a manager, it is essential to maintain a strong connection with your
team’s emotions and reaction to change which requires exceptional leadership capability. With
your extensive experience in team leadership, you have developed the ability to regulate both
your own emotions and those of your team members, and developed an ability of being aware of
the influence of emotions on teamwork and performance. The team you are responsible for is a
diverse group of people. Therefore, you are mindful of responding in ways that are culturally
sensitive and respectful of your team’s varied backgrounds. You have decided to adopt
appreciative inquiry (AI) as your method for guiding change. This strategy is appealing because
it reinforces the power of positivity and learning from what works well. -It also reinforces key
, factors fostering a sense of unity in a virtual environment while appreciating and celebrating
each individual’s distinct uniqueness and contributions.
QUESTION 1
1.1 As defined in literature, explain in your own words what transformational leadership means.
(1)
1.2 As defined in literature, explain in your own words what charismatic leadership means. (1)
1.3 Compare these two leadership styles and indicate how you will apply them in your role as
contact centre manager for Best Solutions Contact Centre. (18) [20]
### Question 1
#### 1.1 Transformational Leadership
Transformational leadership is a style where leaders inspire and motivate their followers to
exceed their own self-interests for the good of the organization, encouraging them to achieve
higher levels of performance and fostering significant personal and professional growth. This
involves creating a vision, communicating it effectively, and cultivating an environment of trust,
creativity, and collaboration.
#### 1.2 Charismatic Leadership
Charismatic leadership refers to a leadership style in which the leader uses their personal charm,
enthusiasm, and persuasiveness to inspire and energize followers. Charismatic leaders often have
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