IOP3707 Assignment 4 (COMPLETE ANSWERS) Semester 2 2024 - DUE 14 October 2024 ; 100% TRUSTED Complete, trusted solutions and explanations. For assistance, Whats-App
Best Solutions Contact Centre (Please note that the case study is not a real company situation.) As the newly appointed Contact Ce...
,IOP3707 Assignment 4 (COMPLETE ANSWERS)
Semester 2 2024 - DUE 14 October 2024 ; 100%
TRUSTED Complete, trusted solutions and
explanations. For assistance, Whats-App
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 Transformational Leadership
Transformational leadership is a leadership style that involves inspiring
and motivating followers to achieve extraordinary outcomes by
transforming their attitudes, beliefs, and values. It is characterized by the
ability to influence significant change by focusing on the development
of individuals within the organization, encouraging innovation, and
fostering an environment where team members feel empowered to
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