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IOP3707 Assignment 4 (COMPLETE ANSWERS) Semester 2 2024 - DUE 14 October 2024
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IOP3707 Assignment 4 (COMPLETE ANSWERS) Semester 2 2024 - DUE 14 October 2024
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I,OP3707 Assignment 4 (COMPLETE ANSWERS) Semest
er 2 2024 - DUE 14 October 2024 ; 100% T
RUSTED Complet
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]
1.1 Definition of Transformational Leadership
Transformational leadership is a leadership style that inspires
and motivates team members to exceed expectations by
fostering an environment of trust, support, and
encouragement. It involves a leader who is committed to the
growth and development of their team, often by setting a clear
vision, encouraging creativity, and challenging existing practices.
1.2 Definition of Charismatic Leadership
Charismatic leadership is a leadership style where the leader
uses their personal charm, confidence, and communication
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