IOP3707 Assignment 4 Due 14 October 2024 (Detailed solution)

The Question 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 2 2.1 As defined in literature, explain in your own words what constitutes a virtual team. (1) 2.2 As defined in literature, explain in your own words what cultural diversity means. (1) 2.3 In your role as contact centre manager, you are responsible for managing a culturally diverse virtual team. Describe the factors you, as manager, need to take