IOP3707 Assignment 4 Semester 2 2024. 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 insu...
1.1. 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)
1.2. Charismatic leadership is characterized by a leader's ability to inspire and emotionally engage
followers through personal charm and persuasiveness. These leaders articulate a compelling vision,
exhibit confidence, and take unconventional actions to achieve goals. Their influence comes from
their personal qualities rather than their formal position, making followers admire, respect, and
identify with them. (Daft and Lane - Page: 361)
1.3. Two leadership styles:
Comparison:
Vision and Inspiration: Both transformational and charismatic leaders focus on vision and
inspiration. Transformational leaders create a vision that motivates followers to exceed their
own interests for the group's benefit, while charismatic leaders articulate a compelling and
idealized vision that energizes and commits followers emotionally.
Influence and Motivation: Transformational leaders inspire through a shared vision and values,
aiming to elevate followers' concerns from lower-level needs to higher-level psychological
needs and personal growth. Charismatic leaders, on the other hand, influence followers
through personal charm and unconventional actions, inspiring them to transcend their own
interests through emotional engagement.
Change and Innovation: Both leadership styles are agents of change. Transformational leaders
bring significant organizational change through vision, innovation, and developing followers
into leaders. Charismatic leaders also drive change by challenging the status quo and taking
bold, unconventional actions to achieve their vision.
Application as Contact Centre Manager:
Inspiring Vision: As the Contact Centre Manager, I would apply transformational leadership by
developing and communicating a clear vision for the new online contact centre system. This
vision will highlight the benefits of embracing new products and technology to meet clients'
needs in the digital world. By doing so, I will motivate the team to work towards this common
goal, making the effort worth the change process.
Personal Engagement: Using charismatic leadership, I will personally engage with team
members, demonstrating enthusiasm and commitment to the new vision. I will articulate this
vision in a compelling way, ensuring that each team member understands and feels connected
to it. My personal passion and confidence in the project will help inspire and energize the team.
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