,IOP3707 Assignment 4 (COMPLETE ANSWERS) Semester 2
2024 - DUE 14 October 2024 ; 100% TRUSTED Complete,
trusted solutions and explanations.
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
Transformational leadership is a leadership style where
leaders inspire and motivate their followers to exceed their own
interests for the good of the group or organization. These leaders
aim to bring about significant change by aligning team members
with a shared vision and encouraging innovation, creativity, and
a commitment to long-term goals. They are often seen as role
models who lead by example, providing guidance, support, and
a sense of purpose to their team.
Question 1.2: Charismatic Leadership
Charismatic leadership is a style where the leader uses their
personal charm, enthusiasm, and persuasiveness to influence and
