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Leading and Change in Management Assignment

   

Added on  2020-01-28

6 Pages1759 Words54 Views
LEADING AND CHANGE

Table of Contents1. Introduction............................................................................................................................32. Critical Analysis.....................................................................................................................33. Leadership Development Plan...............................................................................................5Conclusion..................................................................................................................................5References and Bibliography.....................................................................................................6

1. IntroductionI am reflecting a scenario that I had faced while working in a multinational company, duringmy internship in the course. I recalled my experiences when I led my team in the businessand management workshop in my school. There was a situation when our team was in adilemma of choosing the strategy that would have helped our team to meet the customerdemands. My team consisted of 10 students of my section, including me. Our objective wasto deal with the customers and handling their queries. As it was an MNC, people of differentlanguages began communicating with me. As we were not competent with the languages ofdifferent areas, it was a huge problem to meet the desired objectives. This led to thesignificant in the loss of the customers and the increase in the work pressure. This was one ofthe most challenging and difficult situations that brought me to several conclusions. 2. Critical AnalysisIn the above situation, I decided to have a different approach in handling the customers, asthe basic principle of management and development was the innovation of the newer skillsand strategies. As the newer skills were not easy to be developed within a short period oftime, therefore, the plan was made according to the prevailing situation. It was necessary asthe time was limited and the objectives were huge, as we had been given the responsibility tohandle at least 100 customers daily. Moreover, it was impossible to learn the differentlanguages very rapidly. I made a strategic plan of dividing the group into different subgroups. Due to my stay inthree different areas of the country, I along with two of my team members was competent ofhandling several linguistic customers. This brought me to conclude that four of us will be amember of the customer handling and the rest of the others will be engaged in customerquery processing. This provided the instantaneous division of the workgroup. However, itwas very difficult to complete the handling of 100 customers regularly, though it was finallyanalysed that we had been able to provide efficient services to 87 customers on the first dayof implementing the plan. It was initially difficult to cooperatively discuss the plan and at thesame time, some of the members disagreed with the plan. However, few had the doubt of theperformance they were intended to deliver. It was provided through a personal basic trainingof handling the customers and understanding the formal language that the customers werespeaking at the start of the conversation. This allowed them to connect the line according tothe competent members. Further, a major disadvantage in the leadership was that I feltproblems in communicating according to the cultures of my team members. The use ofbehavioural approach was deemed to be apt regarding this situation since handling customers

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