IOP3707 Assignment 4 Semester 2 2024 | Due 14 October 2024. All questions were answered with references.
Read the following case study and answer the questions that follow:
(Please note that the case study is not a real company situation.)
As the newly appointed Contact Centre Manager at �...
, PLEASE USE THIS DOCUMENT AS A GUIDE TO ANSWER YOUR ASSIGNMENT
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commit.
Read the following case study and answer the questions that follow:
(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.
Transformational leadership is a leadership style focused on inspiring and motivating followers to
achieve their highest potential and bring about significant change within an organization. It involves
creating a vision for the future, fostering an environment of growth and innovation, and encouraging
followers to transcend their personal interests for the sake of the organization. Transformational
leaders emphasize the importance of vision, shared values, and the development of followers into
future leaders.
(Daft and Lane - Page: 360)
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