IOP3707 Assignment 4
Semester 2 2024 - DUE 14
October 2024
QUESTIONS AND ANSWERS
[DATE]
[COMPANY NAME]
[Company address]
,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 As defined in literature, explain in your own words what
transformational leadership means. (1)
Transformational leadership involves inspiring and motivating team
members to exceed their own self-interests for the good of the
organization. It emphasizes vision, enthusiasm, and a commitment to
change and innovation, fostering a culture of trust, creativity, and
performance excellence.
1.2 As defined in literature, explain in your own words what
charismatic leadership means. (1)
Charismatic leadership refers to a leadership style where the leader's
charm and persuasiveness inspire and motivate followers. These leaders
Semester 2 2024 - DUE 14
October 2024
QUESTIONS AND ANSWERS
[DATE]
[COMPANY NAME]
[Company address]
,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 As defined in literature, explain in your own words what
transformational leadership means. (1)
Transformational leadership involves inspiring and motivating team
members to exceed their own self-interests for the good of the
organization. It emphasizes vision, enthusiasm, and a commitment to
change and innovation, fostering a culture of trust, creativity, and
performance excellence.
1.2 As defined in literature, explain in your own words what
charismatic leadership means. (1)
Charismatic leadership refers to a leadership style where the leader's
charm and persuasiveness inspire and motivate followers. These leaders
