Beyond Common Performance Measures: Leadership and Managerial Skills

The assignment content comprises 24 academic articles and a book chapter that focus on various managerial skills, leadership characteristics, and organizational cultures beyond common performance measures. The topics range from innovation to quality management, project management, and leadership styles, with a majority of the resources being published in the last decade. The articles are drawn from reputable sources such as journals like Journal of Banking & Finance, Journal of Nursing Management, and Total Quality Management & Business Excellence.

THE DEVELOPING MANAGER

Table of Contents
1.1 Compare different management styles................................................................3
1.2 Leadership characteristic.....................................................................................4
1.3 Evaluation of the communication process...........................................................5
1.4 Organization culture and change in business......................................................6
TASK 2..........................................................................................................................7
2.1 Assessment of own management skills...............................................................8
2.2 Personal SWOT analysis.....................................................................................9
2.3 Setting and prioritising objectives and targets...................................................10
3.1 Leading and motivating a team to achieve goals...............................................13
3.2 Justification to managerial decisions.................................................................14
4.1 Own management and personal skills...............................................................16
4.2 Developmental plan...........................................................................................18
CONCLUSION............................................................................................................19
REFERENCES.............................................................................................................20

Introduction
Managers are the backbone behind companies as they are the ones that
manage, lead and motivate their employees towards the goal and/or vision of their
businesses.
Managers make most of the big decisions within a company so that the aims, concerns
and objectives can be completed within the right time frame (Qian and et.al., 2015). I
have used Gordon Ramsay and Jamie Oliver to discuss and review the management
styles that are used by each of the firms. The main purpose of this assignment is to
highlight the management principles and skills in order to gain a higher position in a
business setting and to develop a career plan. I have chosen Jamie Oliver as my case
study.
Management can be described as a method used by those in charge to complete their
daily tasks. Each company has different management methods to assist the smooth
running of their organisations effectively. Gordon Ramsay and Jamie Oliver use
different management styles for improving the performance of their restaurants. Extra
management styles help managers in making decisions when there are important
circumstances (Schoar and Zuo, 2016).
1.1 Compare different management styles
Management Styles
 Scientific management is a style in where the manager experiments with
different ways of working with focus on labour productivity.
 The decisional approach is used by the management for making decisions
that work on improving structure and resolving issues. (Walker, 2015).
 Managers use the bureaucracy method to improve structuring of their
companies. As part of this method, employees have to follow legal rules
and regulations that are maintained by management.
 The systematic approach is where managers look at anything that is
dangerous in the company and work towards solving the problems of their
employees. (Sallis, 2014).
I have looked at two different hospitality companies looking at the advantages and
disadvantages of both:

 Contingency approach: This management style is used by Gordon Ramsay
for better situation management. A manager who focuses on a range of
workplace issues will have a better and more effective business. (Huber,
2013). This is an advantage for Gordon Ramsay because his restaurant uses
this approach to handle different situations in the workplace and the workforce
adapt to this approach quickly. On the other hand, this approach also has
disadvantage as in this style the management of the restaurant does not have
any idea regarding risks. Sudden changes can create problems. (Contingency
Approach Use in Business. 2016).
 Human relation approach: Jamie Oliver uses this approach where
management focus on the idea. The manager of the restaurant puts emphasis
on employee motivation with monetary and non-monetary rewards.
(Thompson, 2015). The biggest advantage of this approach is that employees
become more effective when dealing with issues. The problem with this
approach is that when all employees are not always friendly with everyone this
creates a problem. Identifying their needs may cause a negative energy
affecting both their work and the service quality to customers.
1.2 Leadership characteristic
A leader is a person who is manages a group of people using their ability and
guidance. For better leadership, a leader will implement various characteristics that
assist their employees as a guide. Below are characteristic that are followed by
Gordon Ramsay and Jamie Oliver. (Laureani and Antony, 2017).
Different leadership styles: Gordon Ramsay uses and autocratic leadership style
where the manager makes the decisions and employees follow their orders. Jamie
Oliver however uses a democratic leadership style for the decision-making process. In
this style, employees also take part in decision-making and share their views and ideas
that assist in enhancing employee motivation towards their work.
Controlling power of leader: In this style strong controlling is used as a
strategy in which managers put into action a structure of monitoring of their
employees. With this style, managers prioritise where employee feel the pressure of
work. They can put extra efforts into their work, which is helpful in bettering their
level of productivity. In this style, the manager of Jamie Oliver would not focus on

their employee but they would provide freedom to their workforce to develop their
creativity and put forward innovative ideas. (Sverke, Lindevall and Baraldi, 2013).
Leader as a guide: With the help of an autocratic leadership style, employees
get guidelines from those in charge for their work enhancing their job satisfaction.
With a democratic style, the boss will motivate their workers towards developing their
knowledge which helps in improving their confidence levels through which they get
job satisfaction (Pounder, 2014).
Approach of Innovation and creativity: The autocratic leader of Gordon
Ramsay will always focuses on developing various innovative and creative ideas for
their team. With the help of this creativeness, employee will never feel work to be a
burden because they always gain something new from those higher than them. The
manager of Gordon Ramsay will always put their efforts in enhancing the working
potential of their staff. They would also provide various opportunities to develop their
skills to improve their future. (Manan, 2014).
1.3 Evaluation of the communication process
Communication is a process where employers and workers share their views
and ideas. The idea of these interactions is to improve relations between the two. In
every organisation, management departments implement a systematic communication
process. That process is helpful for sending their information to different people. The
democratic leaders at the Jamie Oliver restaurant use diagonal communication to
share their views and ideas. This means that employees can take part in the
organisation’s decisions and that helps the employee to enhance their work in a more
effective manner. On the contrary, leadership at Gordon Ramsay adopt a downward
communication process which is discussed below:
Communication process for Gordon Ramsay’s restaurant
The manager uses this communication process for delivering their message to
their workers. The manager, who is a sender, develops ideas that are often called as
content of message. The manager (sender) creates a subject matter that is based on
their ideas and views. After that the sender puts it in a code format that can be easily
understandable (Prett, and Morari, 2013). After this the management of the restaurant
send their message to their workers through email. When the employee gets the
message employees decode message to understand what the manager is trying to
communicate. It is effective way for employee and manager of entity to send their

message in an appropriate way. The communication process that is used by this
restaurant is effective among employees and customers. As workers are able to
understand the needs and requirement of customers and they get satisfied.
Communication process for Jamie Oliver’s restaurant
Under the democratic leader style, the company use an upward
communication style in which message is sent by the workers to their manager. To
motivate their employees, the management are always concern with their employee
and suggest for them to share their views and ideas with the help of a communication
process. Workers of the company develop their views and ideas and code it in a
format where they focus on all formalities because this message is sent to their
manager. In order to this, workers can send their views and ideas through formal
letters towards their seniors. After the message is received, management read it
carefully and provide feedback to their employee. With the help of this process,
employees enhance their confidence and skills towards better interaction (Sublet,
Covello and Tinker, 2013). With the help of this communication process, firm is able
to have healthy interaction among customers and workers. They are able to satisfy
their customers by understanding their needs and requirements.
1.4 Organization culture and change in business
Organisation culture and change both are co-related terms where culture can
be determined as assumptions and beliefs that are maintained by the employee.
(Schmiedel, Vom Brocke and Recker, 2014.). Change is a term where management
take initiative towards making a difference that influences employees and the
organisation. In this sector change is very important for Gordon Ramsay’s restaurant
to attract customers in a more appropriate way. The management at Jamie Oliver can
take initiative for change to increase the number of customers they get. On the other
hand, management of Jamie Oliver done take initiative for change because they can
enhance their number of users. Employee of Jamie Oliver have good relationship with
the entity because leaders and employee work together and also take decision which
assist for build better relationship.
Gordon Ramsay take decision regarding change in their services which is not
delivered in time. Customer also face various problems that negatively impacts on
their customer. If the entity adopt change in their structure that this will positively
impact on their way of working. Before this change Gordon Ramsay have offline

working structure and after this change, they adopt online working. Online working
assist to enhance their working and their services also enhanced now (West, 2016).
Jamie Oliver take change in their employee working hours in shifts. This
positively impacts at the time of workload because of which workforce is divided, this
will be easily manage their tourist so that number of visitors increased.
TASK 2

2.1 Assessment of own management skills
Notes:
Leadership skill: With the help of leadership skill, I have potential to handle my
Dorchester staff in more effective manner. This skill also helpful for me to create
working environment in effective way because I know that where my staff member
need for guidance and which tanning section is appropriate for them.
Communication skills: With help of communication skills, I build better interaction
with my co-workers. This is also helpful for my workers to share their problems with
me.
Motivation skill This skill assist me to motivate my workers to come-up with new and
creative ideas. I always promote them all towards the hard work that is good for their
future.
Problem solving skill
2.1 (PowerPoint Presentation)
2.2 Personal SWOT analysis

Notes:
I am having fluency in my way of talking which assist me for handle my guest and
staff members in more effective way. I am also dominated towards my work and
focus on each point at the time of decision-making process.
Notes:
All above weaknesses always create hurdle for me because of lack of experience and
my confidence level. When in some situations, multitasking is needed by me then this
create problem for me.

Notes:
 In upcoming year, various opportunities are available for me which through I
can learn various things. I become capable to handle various customers who
they have different type of attitude.
 After coming year various problems may occur which create hurdle for me,
which become hard to manage such work in more effective way.
2.3 Setting and prioritising objectives and targets

Notes: In order to attain the above objectives, I may require a time frame of at-least 2
months so that I can manage my work as well as gain new skills at the organizational
setting. In addition tot he above, these objectives are set after successfully reviewing
my weakness, opportunities and strengths. All these activities will help me to gain
better position in future.
Notes: The above demonstrated objectives are prioritized in the manner which will be
going maximum advantage. However, the particular s order is selected because the
most important skill that is required in the hotel industry is confidence. It will help in
dealing with different situations and customers in the most prominent manner.
Thereafter, higher position in the organizational setting can only be achieved when
the current work is manageable on time. Moreover, at times of peak season, managers
require multitasking skills wherein they will work as well as direct the subordinate to
function in the respective direction. Last but not the least, is the adaptability skills as
most of the time organizational structure remain rigid. Therefore, it has been set as the
last priority.

3.1 LEADING AND MOTIVATING A TEAM TO ACHIEVE GOALS
A manager has a significant role in managing the operations of an organisation.
They lead a group of people so that they are able to work towards the goals and
objectives of their business. Jamie Oliver owns a famous restaurant in London that
provides hospitality services to the tourists and the general public. Despite this the
company is still facing issues. (Mujtaba, 2013). Some of these include the need for an
improvement to services for customers and long queues. (Norman, 2008)
(Williams,2008). All these are likely to affect the operations and reputation of the
restaurant in a negative manner. In order to reduce these issues it is up to the
managers to set some objectives and goals that need to be achieved under a short time
scale. This includes improving the quality of services to make major changes to
quality and efficiency.
In order to achieve these objectives and goals a leader plays a key role. The
main function of a leader is to manage a group of people within a company by
motivating them to achieve the desired targets. There needs to be a link maintained
between the organisational goals and objectives and also determining the needs and
requirements of its workforce (Bhattacharya, Guner and Ventura, 2013). There are

several kinds of leadership style that can be used by the manager of the Jamie Oliver
restaurant. This style may be different within different departments. For example the
leadership style used in finance may differ from the leadership style that is used in the
front of house. With regards to Jamie Oliver’s restaurant as a case study, I believe that
in order to improve the quality of service to keep customers satisfied, a democratic
leadership style should be used. The reason for this is because it demonstrates a level
of authority and power that can be used with the staff members so that they can
manage their work in the best way possible. In addition to this, staff can also be give
the power to use their own creative skills and knowledge under management so that
the best and quality services can be delivered to the customers. Management should
be open to supporting new ideas. It empowers team members to feel valued so
managers should be open to ideas and suggestions that can be approved with
particular measures.
Motivation is a way to build or stimulate a person to work with greater joy and
enthusiasm to achieve more and more. There are a few kinds of motivation techniques
that can be used by a manager to motivate their employees. Different styles will work
well with different staff members. It has been found that monetary benefits have a
positive impact on most the individuals in comparison to the non -monetary ones
(Miller, 2015). If a higher salary, incentives and bonus are provided to the staff
members who work at Jamie Oliver then they are more likely to improve on the
quality of services they deliver to their customers and improve their motivation. On
the other hand, if there are strict rules and regulations it will affect the working
environment. There should be a team spirit in the restaurant because this will improve
working speed and waiting times. Managers should make sure that they support and
reward success as workers value a pat on the back for their efforts. (Harrison,2013)
3.2 JUSTIFICATION TO MANAGERIAL DECISIONS
Managers are essential to every organisation as they make crucial decisions
for the benefit of the business. Below are two kind of managerial decisions:
Managers at Jamie Oliver have to take decisions regarding that are
programmed and unprogrammed. (Custodio, Ferreira and Matos, 2015). Programmed
decisions relate to day-to-day or routine functions of the organisation that are more
likely to affect the operations of the organisation. The major examples of such kinds
of decisions are creating policies, plans, strategies and rules to provide the workforce

with specific guidelines under which they need to perform tasks. Unprogrammed
decisions relate to conflicting or unpredicted circumstances that can happen
unexpectedly. There are several situations where managers need to make crucial
decisions to reduce arguments between staff members. These require real skill and
good knowledge so that management are able to deal with this. (Chen and et.al.,
2016).
With regards to the case study dealing with the normal issues faced by the
management of Jamie Oliver a classic model has been used. It explains about the two
behaviour types of leaders where either it is focused on the improvement on the
quality of the work or puts a bigger emphasis on personal development of the team or
people. In order to deal with the particular situation where the restaurant is facing
problems with improving the service delivery to customers, there are a few solutions.
The first is a behavioural approach that can be adopted by management. Decisions are
made by the leaders or managers to increase the productivity of the Jamie Oliver
restaurant rather than emphasizing on the needs and requirements of the customers. In
addition to the above, practices and policies can be incorporated by the managers
where efforts are made clear to maintain the quality of services (Meissner and
Radford, 2015).
From what has been said above, it can be said that managers are concerned
about making decisions after laying necessary emphasis on managerial steps. There
are 6 stages to it:
 The manager has analysed the current problem that in the restaurant.
(RECOGNIGITION OF DECISION REQUIREMENT) This has been
gathered from the amount of reduced visitors over a given period of time.
 The managers identified the reason behind it. The issue that the restaurant is
facing regards improper service delivery to customers and long waiting times.
The reason behind this is that staff members are less motivated.
(DIAGNOSIS AND ANALYSIS OF CAUSES)
 A number of solutions are discussed. (DEVELOPMENT OF
ALTERNATIVES)
 After looking at alternatives, to deal with the problems, a democratic
leadership style is adopted to motivate the staff members. (SELECTION OF
DESIRED ALTERNATIVES)

 After this these plans and practices are implemented in the Jamie Oliver
restaurant to enhance and speed up the operations (Wankel, 2016).
(IMPLEMENTATION OF CHOSEN ALTERNATIVE)
 Last but not the least, the implemented activities are reviewed by the managers
to assess how effective they have been. In addition to this, feedback from
customers and employees are taken to assess how positive the development of
services have been along with the impact of motivation and leadership styles
that were adopted. (EVALUATION AND FEEDBACK)
4.1 Own management and personal skills
Every person has his or her own set of personal and managerial skills through
which the person can develop their career. These skills and qualities are required for
workers so that it helps to move them to a higher position in a working environment.
Over the past few years I have gained certain managerial and personal skills through
work that I can use to assist the development of my career.
These include:
 Communication skills
 Logical skills
 Problem solving capabilities
 Decision-making skills
 The ability to work well within a team
I have been working in Sainsbury’s for over 5 years. Switching from more than one
job role and gaining experience as a team leader I have gained several skills and
increased on my knowledge while working with my co-workers, supervisors and
managers.
My current position in the retail industry deals with regarding the day-to-day handling
of customer queries working within the online shopping department. It is my job to
make sure that all customers receive their customer orders under a set time period. I
am deemed to keep the records of the customers or callers and ensure their problems
are addressed in the best possible manner.
Five years, is quite a long period and now I am feeling ready to take the
responsibilities of a manager. I am currently on my final year on my higher national

degree in travel and tourism. I feel that the theoretical knowledge that I have gained
over my time at my college alongside the practical knowledge I have developed
working within retail means I am ready to move forward. I want to put all the skills I
have learnt over the past few years together to get a higher position within the travel
and hospitality industry as a manager. On top of this it will help me to gain advanced
career opportunities in the future. In order to work towards my desired dreams and
objectives, I am planning to make a move into the hotel industry. A lot of the skills
that I have developed are transferable skills. Prior to this though I will need to gain
experience as a manager at Sainsbury’s where I currently work. My aim at the
moment is to gain more attention from supervisors and managers. I am also trying to
do more overtime in the company so as to assist the company to achieve its desired
targets of increased and quality sales. I am aware that longer hours come with
working as a manager so this will show an example of my dedication to the current
company. As well as doing this it would be beneficial for me to shadow managers and
supervisors in a range of different departments within the company so that I can gain
a wider understanding of the company as a whole. As stated before developing a
strong set of key transferable skills will act as a strong base for my skillset regardless
of any move I make. I will keep a journal to track my progress. This will help me to
evaluate my own progress personally and look at areas where I can improve. I can
also give this journal to my managers and supervisors to assess my development and
review and evaluate how I am able to move forward.
Within the first year I will look into doing the above and really gaining an
increasing amount of knowledge - both theoretical and practical. Within the next year
I will look to actually gaining experience working as a manager and applying what I
have learnt. Whilst on my second year of this transition, I will develop skills in areas
that are key to the travel and hospitality industry so that I will be able to create a diary
of example and a showcase of my work that I will be able to add to applications or
take along to interviews as a formal document. I will then apply for a role within a
company such as British Airways. After gaining knowledge of the company I will
then work my way into a managerial position if I am not able to go straight into that
after my year as a manager at Sainsbury’s.

4.2 Developmental plan
In order to reach my desired goals and objectives, I need to devise a personal
and career developmental plan through which I can bring the right changes in myself.
My aim is to acquire the position of customer service advisor/manager at British
Airways. In order to meet the objectives above, I have created the developmental plan
below:
Desired skills Existing skills Activities undertaken Time required
Technical skills Theoretical knowledge Attending classes and
working with
managers to gain
relative knowledge
3 months
Addressing customers Problem solving skills Working under the
supervision of person.
1.5 months
High level English Communication skills Joining coaching and
English classes.
1.5 months
Time management Helping other Making a to do list and
setting targets
2 months
I have defined my objectives and plans in such a manner that are easily attainable as
well as realistic in nature. These goals are specific to my requirements. As I want to
become or attain the position of customer service advisory in the British airways.
Therefore, I have planned to join an English coaching class which will further
increase my English speaking skills. This will enable me to address the problems
faced by the passengers in the best possible manner. Moreover, I am not able to
manage my work on time. Therefore, for this purpose, I will be setting targets or calls
that needs to be attained in every hour. Moreover, I am providing my extra time to the
company so that they can appreciate my efforts and render higher position in the
enterprise. All these activities and efforts will help me to gain the desired position in
the British airways and achieve organizational aims and objectives as well.
Specific: There are for different areas that I want to improve. In this context, it
includes communication skills, time management, theoretical and problem solving

skills. This will be achieved by taking help from seniors, joining couching classes,
etc.
Measurable: Improvement in performance will be identified and this will enable to
measure by performance. Further evaluation will be made by taking feedback from
subordinates.
Achievable: By following these steps I will be able to develop the areas in which
improvement is required.
Results: This is help in understanding customers and in delivering them services
accordingly.
Time Frame: Within three months time, I will be able to develop all these skills and
my performance level will be raised.
CONCLUSION
From the above discussion it can be concluded that the organizations' success
highly depends upon the decisions made by the managers. In the current report several
aspects have been discussed and enumerated. These includes motivation and
leadership styles along with their impact on the workforce. In this study, several
recommendations have also been proposed through which higher position in the
organization can be achieved. Imperativeness of the managerial skills and attributes
have successfully being explained.

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