Professional Skills AS2 Portfolio: Case Study Analysis and Servant Leadership

Professional Skills AS2 Portfolio
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Table of Contents
Introduction......................................................................................................................................3
Task 1...............................................................................................................................................4
1. Identify problems presented in the case study. (150 words)...................................................4
2. What could have been the causes of the described conflict? (150 words)..............................4
3. How could have this conflict been avoided? (150 words).......................................................4
4. As a manager, how would you deal with the described situation? (400 words) Use the
following headings:.....................................................................................................................6
• Conflict management................................................................................................................6
• Motivation.................................................................................................................................6
• Negotiation Skills......................................................................................................................6
Task 2...............................................................................................................................................8
1. What is Servant Leadership? (300 words and refer to at least 2 academic sources................8
2. How might implementing the principles of Servant Leadership benefit the company
described in the case study? (250 words)....................................................................................9
Conclusion.....................................................................................................................................10
References......................................................................................................................................11
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Introduction
The report has been developed with an aim to comprehend the case scenarios provided in the
case study. The case study depicts various issues and conflicts occurring in an organisation. It
will answer various questions regarding the case study. The report will comprehend concepts of
Servant Leadership, Conflicts and Conflict Management.
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Task 1
1. Identify problems presented in the case study. (150 words)
The issues identified in the above case study relates to interpersonal conflicts amongst the
employees. Team members named Emma and Sophia were involved in a heated argument which
has impacted on their professional services. The employees reflect interpersonal conflicts. These
conflicts refer to the issues and disputes which occur in an organisation between two or more
individuals. The interpersonal conflicts occur due to differences in perceptions, viewpoints, ideas
and mindsets of an individual. Interpersonal conflicts between Sophia and Emma resulted in each
other claiming the others clients and customers which have impacted on the personal
performance. Another issue identified in the case study is the personal conflict (Saeed, et. al.,
2014). This conflict was identified with Liam. The manager had noticed decreased performance
by 30% in the individual and increased work absenteeism. The cause of actions for Liam was
associated with personal issues or problems at his home. It has been identified that the major
issues associated with the case study are interpersonal and personal conflicts.
2. What could have been the causes of the described conflict? (150 words)
The types of conflicts identified in the case study may arise in an organisation due to various
reasons. The conflicts may occur due to differences in the perceptions, ideology, mindsets and
family issues etc. The causes of conflicts for interpersonal and personal issues are mostly due to
differences in perceptions and ideas for individuals. It occurs due to mutual dislike and
personality clashes between the colleagues. In the above case study, the reason for conflicts may
be inedited as both the employees approaching others consumers and resulting in power conflict
(Rahim, 2017). The causes for Liam’s personal issues are identified as family problems he is
facing at home. His work absenteeism and late log in timings have been impacting on his work
performance. Also, the lack of guidance and effective leadership approaches at the manager’s
end can be described as another main cause for issues.
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