[Company name]
IOP3707
Assignment 4
Semester 2 2024 -
DUE 14 October
2024
QUESTIONS WITH DETAILED ANSWERS
, 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)
IOP3707
Assignment 4
Semester 2 2024 -
DUE 14 October
2024
QUESTIONS WITH DETAILED ANSWERS
, 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)
