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IOP3707 Assignment 4 Semester 2 2024 - DUE 14 October 2024
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QUESTIONS WITH ANSWERS IOP3707 Assignment 4 Semester 2 2024 - DUE 14 October 2024
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[Company name]IOP3707
Assignment 4
Semester 2 2024 -
DUE 14 October
2024
QUESTIONS WITH ANSWERS
,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: Transformational Leadership
Definition: Transformational leadership is a leadership approach that causes change in
individuals and social systems. In its ideal form, it creates valuable and positive change
in the followers with the end goal of developing followers into leaders. Transformational
leaders inspire and motivate their team members by creating a vision, fostering an
environment of intellectual stimulation, and providing individualized consideration.
Question 1.2: Charismatic Leadership
Definition: Charismatic leadership is a leadership style where the leader uses their
personal charm and persuasiveness to inspire and influence others. Charismatic
leaders have a compelling vision, exceptional communication skills, and the ability to
connect with their followers on an emotional level, creating a strong sense of loyalty and
devotion.
Question 1.3: Comparison and Application in Role
Comparison: Transformational and charismatic leadership styles share similarities but
also have distinct differences:
• Vision and Inspiration:
o Transformational Leadership: Focuses on creating and communicating a
clear vision for the future, inspiring and motivating team members to
achieve that vision through personal development and team growth.
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