Leading Change

LEADING CHANGE

TABLE OF CONTENTS
INTRODUCTION TO THE SITUATION......................................................................................1
CRITICAL ANALYSIS..................................................................................................................1
Skill Approach.............................................................................................................................1
Trait approach..............................................................................................................................2
LEADERSHIP DEVELOPMENT PLAN.......................................................................................3
REFERENCES................................................................................................................................4

INTRODUCTION TO THE SITUATION
Leadership and management are two most important parts of an organization without
which it can become extremely difficult for an organization to manage their business operations
in order to archive success (Vélez, Lorenzo and Garrido, 2017). I was placed as a customer
service in a shipping company where my main role and responsibilities were to deal with
customers and their queries about their tickets, shipping containers or pallets. Due to some
personal work my co-worker was absent for 2 days. Due to this, I was asked to fill for him for
two days in customer service department. During those 2 days I was required to communicate
with shipper, exporters, importer for cargo movement as well simultaneously with my other
responsibilities of customer service. During this time, I realized that shipment and cargo
movement are updated manually for tracking from time to time. There was no automated process
though which this movement was updated. This was purely done on the basis of communication
with shipper, exporters, importer. Due to this, it was becoming extremely difficult for me to deal
with queries of customers related to shipping container movement and this time I realized that
there is a need and requirement of bringing changes within this process as due to this manual
process provision of excellent customer service becomes difficult.
CRITICAL ANALYSIS
Skill Approach
This approach focuses upon a belief that certain abilities, skills and knowledge can be
learned and developed that are important for effective leadership. (Harrison, Burnard and Paul,
2018) This approach evaluates success of a leader on the basis of things they can accomplish
(Gottfredson and Reina, 2020). As per this theory there are three main type of skills that are
needed within a leader that are: technical, conceptual and human. A leader’s personality,
cognitive abilities and attributes help them in acquitting skills ands knowledge. I was working in
this industry from past few months that helped me in developing technical skills. Working as a
customer service helped me in dealing with different types of people. I actually needed to work
on my conceptual skills. It was becoming a bit difficult for me to understand complexity of
scenario due development of creative solution. But I had great communication skills which
helped me in understanding and communicating with shipper, exporters, importer and other as
well that further helped in understanding that the main problem was completely manual process.
So, in order to resolve this problem, I used by technical skills and developed an excel sheet that
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