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IOP3707 Assignment 4 Semester 2 2024 - DUE 14 October 2024 R47,21   Add to cart

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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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  • August 5, 2024
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IOP3707 Assignment
4 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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