Effective Leadership in Public Services

This assignment delves into the significance of leadership within the realm of public services. It examines essential leadership qualities, explores various leadership theories and models relevant to this context, and investigates practical strategies for fostering effective leadership in public sector organizations. The assignment encourages critical analysis of real-world examples and challenges students to consider the impact of leadership on service delivery and organizational success.

WORKING WITH AND
LEADING PEOPLE

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1 ...........................................................................................................................................3
1.1 Documentation to select and recruit a new member........................................................3
1.2 Impact of legal and ethical consideration to selection process.........................................4
1.3 Take part in selection process...........................................................................................5
1.4 My own contribution in selection process........................................................................5
TASK 2............................................................................................................................................6
2.1 Skills that are needed for successful leadership...............................................................6
2.2 difference between leadership and management..............................................................6
2.3 Comparison between different types of leadership style..................................................7
2.4 Ways to motivate employees............................................................................................8
TASK 3............................................................................................................................................8
3.1 Benefits of team working for USP company....................................................................8
3.2 Demonstrate working in a team as a leader and member towards specific goals for dealing
with conflict............................................................................................................................9
3.3 Review of team effectiveness for achieving goals in USP.............................................10
TASK 4..........................................................................................................................................10
4.1 Explain the factors involved in planning the monitoring and assessment of work........10
4.2 Plan and deliver the assessment of the development needs of individuals....................11
4.3 Evaluate the success of the assessment process.............................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Working with an leading people is very important part of an organisation because it tells
that how to work with other people for achieving the desired result. It ensures the success as well
as growth of an organisation. In simple terms it can be say that it is helpful in increasing the
leadership quality and tells that how to work with other people with coordination (Mendenhall,
2012). This project report is based on The United Parcel Service which is the largest parcel
service provider in UK. This report focus on impact of legal ,regulatory and ethical consideration
to the recruitment and selection process, skills and attributes that are needed for a successful
leader and difference between management and leadership. It also tells about the different types
of leadership style, how employees can be motivated that will help in achieving the desired result
and benefits of team working to an organisation and factors that are involved in planning and
assessment of work performance.
TASK 1
1.1 Documentation to select and recruit a new member
Recruitment -It is a process of findings of new people who are capable for perming the
specific job. For this, HR manager of USP company should have to prepare the following
document-
 Job description-It is a written statement that contains the information about the job like
it's roles and responsibility, position etc. It is prepare on the basis of job analysis.
 Person specification – It contains about skills and abilities that are required for
performing the specific job. If applicant have these skills and abilities that will be selected
for this position.
 Job content questionnaire – It is an instrument that helps in identifying the
characteristics of applicant. Through this interviewer can easily know about the attitude of
candidate.

 Profile benchmark – It is a methodology by which USP can measure the ability of the
candidates.
 Advertisement – After deciding all above thing , HR manager have to announce publicly
about the vacancy so that people can apply for this job (Arroba and et.al., 2011).
Selection – If any person is suitable for this job then he will be selected. After completion
of recruitment process ,following process is required by HR manager -
 CV[Curriculum vitae]- It is a statement that contains brief introduction about the person
like his qualification ,date of berth, experience etc.
 ID Confirmation – After it HR manger should ask for his ID that will prove that his
identity is resident of that country (Cox, 2010).
 Character reference or online test – After all above thing there are conducting online
test that should be clarified by every candidate if they want to select in the interview
process.
1.2 Impact of legal and ethical consideration to selection process
Government has implemented many rules and regulation related to recruitment and
selection process that every company have to follow it. It is the responsibility of a HR Manger to
follow the rules and regulation of the Company as well as of the government which are as
follows -
 Equal pay Act 1996 – According to this act, every employees have right to receive same
amount of compensation if they are doing same work. It protects the employees from the
discrimination.
 Disability Discrimination Act – This act also protects employees from discrimination on
the basis of disability. If any employer is doing discrimination on the basis of disability
then he has to compensate for it.
 Ethics – Child labour is prohibited by law if any employer hires the child labour then it is
penalize and no employer can use abusive words for the employees and employer have to
keep transparency in his transactions. If it is not done then he have to penalize according
to the government regulation (Barradell, 2013).
 Sex discrimination Act – No employer can differentiate among employees on the basis
of their gender. All employees should be treated equally otherwise employer have to
compensate for it.

1.3 Take part in selection process
HR department is the backbone of any organisation. Without having it ,company can't do
anything. It have to perform many task like recruitment ,selection etc. HR department takes part
in selection process.
 In this my role is that I selects a panel for interview who will take interview of applicant
that are very important for selection of candidates efficiently and effectively.
 As a HR manger I shortlist the the candidates on the basis of written exam ,interview test
,interview etc (Day, 2014).
 I also present at the time of interview and I also take interview of them and asked
question related to their skills,qualities abilities etc.
 After completion of interview, panel recommended the name of candidates who satisfies
the panel then as a HR manager I send the appointment letter to them and ask for join the
company.
 Then he prepares all new contacts and designs compensation plan like salary ,training
etc.
 After completion of all formalities ,he checks all information related to candidates like
their police records ,PAN card etc.
 When that candidates are coming to organisation for joining then I organise the induction
or training programme for giving information about the company.
1.4 My own contribution in selection process
A HR Manager of USP Company is very important for recruitment and selection process.
HR department of UPS company is very important to solve various problems related to selection
of employees ,leadership management, and other problems related to management. As a HR I
contributed in recruitment and selection process (Dumitrescu, Lie and Dobrescu, 2014). As a HR
manager I took part in preparing the various document which are very important for the
recruitment and selection process. I took approval of recruitment and selection process from
authority the I publish it in the newspaper for attracting the candidates and also tale part in
selection process with panel and ask questions from he candidates related to their
skills ,knowledge etc. After completion of all this process, I prepares all document related to
appointment like offer letter ,agreement etc. and ten send to selected candidates.

After completion all above things ,I ask for join the company and when they joined the
company then I conducts a programme in which information is given related to company
culture ,environment ,roles and responsibilities etc.
TASK 2
2.1 Skills that are needed for successful leadership
Leadership means the ability to influence the other people and guides them to work in
effective and efficient manner so that they can contribute in the success of company. The UPS
company has also assign a leader who have the following skills and attributes-
 A leader should have the good communication skills so that they can help the employees
in understanding the work (Day, 2014).
 A leader should have problem solving ability.
 He should be a motivator that can motivate the employees for doing work effectively and
efficiently.
 A leader should have a passion to learn the new things and they can feel the importance of
work (Arroba and et.al., 2011).
 A leader should be a good listener because if he will be a good listener then only he can
become a good speaker.
 A leader should have self confidence and have also courage so that they can face the
negative situation that are arises in the company.
 A leader should have decision making power so that he can grab the opportunities
instantly and can earn more profit.
 A leader should be a good motivator so that he can motivate the employees.
2.2 difference between leadership and management
Leader and management is very important part of any organisation because it helps in
working efficiently and effectively. A leadership can be defined as an activity that leads the
employees for doing work effectively while a manger has responsibility for administrating and
controlling a staff.
For the efficient and effective management of activities in UPS company, there should be
a proper leadership and management, and it must go hand in hand. Leadership can be defined as
the activity of leading the group or the ability of doing so whereas manager is a person who is

responsible for administrating and controlling a staff or group (What is the difference between
management and leadership, 2016). Management and leadership style are different.
Warren Bennis's insight into the traits that should have in a real leader. If a leader of UPS
company have these traits then he will be a good leader. If leader of UPS company have these
traits then it will help in removing the deficiencies from the management that are available in
UPS company 's management. Bennis identified the following characteristics of a leadership
which are as follow -
 Administration vs innovation
 Carbon copy vs. original
 Maintenance vs. development.
 System or structure focus vs. people focus means that leader focus on system or people.
 Control vs. inspiration means that leader should control the activity of his followers or
should inspire them to do work effectively and efficiently.
If leader or management of UPS company should have these traits then it's management
will be good and successful in the market and company can also achieve it's desired result.
2.3 Comparison between different types of leadership style
There are various types of leadership style that can be followed by a leader of UPS
company. Types of leadership style are as follows -
 Autocratic style – In this style ,leader gives order or instructions that every followers
have to follow it. In this he doesn't take suggestion or ideas or does not involve the
employees in taking any decision related to them (Pritchard and Bloomfield, 2013).
 Democratic style – In this style a leader has participative nature. While taking any
decision related to them, he invites the suggestions or ideas from the employees.
 Free rein style – In this ,leader assigns the task or responsibility to employees and then
employees have to complete the task in their own motion. They do not get instructions
From the leader. In this employees are free whatever they want to do they can.
Leader follows democratic style in USP company because this style gives many benefits to the
company. With the help of this, employees get motivation and works efficiently and effectively
because in this leader invites the suggestion or recommendation from employees that result is
that employees treats them selves as a part or member of the company.

2.4 Ways to motivate employees
Motivation is very important because it guides the employees for working in efficient
manner. If employees will be motivated then they can do work properly. USP company should
motivate the employees time to time for achieving the desired result. This motivation helps in
reducing the employees turnover and increase the efficiency of them (Hellman, 2012). There are
many motivation theory that helps in motivating the customers like Maslow hierarchy ,Hygiene
two factors theory etc. USP company can motivate it's employees in the following way which are
as follows -
 Maslow's hierarchy- This theory has divided the need into five stages which are as
follows -
◦ Physiological need – This need includes the basic need like food, water ,shelter etc.
◦ Security need – After satisfying the basic need , a person want to satisfy their
security like insurance etc.
◦ Social need – In he wants social status, love belongingness etc.
◦ Self esteem need – In this individual wants self respect ,self confidence etc.
◦ Self actualization need – In this person want to achieve everything in his life that
will satisfy him.
These needs motivates the employees in working efficiently and effectively.
 Hygiene two factor theory – There are two factors that motivates the employees. In
motivation factors includes like salary , compensation etc. while in hygiene factor
includes like working culture ,relationship etc.
TASK 3
3.1 Benefits of team working for USP company
Team working is very important for USP company because It helps in achieving the
desired result with efficient and effective manner. If organisation's function are doing with team
work then work will be done on time and will effectiveness that will help in achieving success.
Team means the group of people who are working for achieving the same objectives. Benefits of
team work to USP company are as follows -
According to Belbin theory, by understanding his role ,employees can develop their
strengths and identifies their weaknesses and can improve it for achieving the desired result.

Team leader or team development practitioner often use this model for creating the most
effective team (Hellman, 2012).According to this leader of UPS comp nay should be different
that will help in achieving the desired result. Suppose if all team members have same strengths
and weaknesses then they will not work effectively because members will not know how to
work. By applying this theory ,leader of UPS company will be able to remove all weaknesses that
will help in achieving the desired result.
 If company work will complete with team work then it will help in increasing the
efficiency and productivity of the company that will help in achieving the desired result.
3.2 Demonstrate working in a team as a leader and member towards specific goals for dealing
with conflict
UPS Company has to many critical situation in carrying out it's business but that
problems can be sought out by team members. Team leader plays an important role in getting the
success of the organisation so company should hire a team leader (Taouk, 2015). UPS company
also hire team leader that evaluates the performance of the company.
Conflict means issues between the parties. Conflict can be arise because of many reason
like not good relationship among employer and employee, no proper working culture ,salary
issues etc. Conflicts resolution means to sought out the conflicts between the parties. It can be
sought out from the various methods which are as follows -
 Arbitration – In this both parties selects a person that will be neutral who will be known
as arbitrator. It will give decision after hearing the parties. It's decision is not bound on
the party if they want to follow then they can follow it.
 Mediation – In this also a third party is selects that will be known as mediator who will
decide the problems and will give decision on the issues. It is also depend on the party
they want to follow it or not.
3.3 Review of team effectiveness for achieving goals in USP
Team building is very important for USP company because it helps in getting success or
desired outcome to the company. For USP company, it is very important to maintain a team that
will help in removing the deficiency from the management. Team effectiveness is as follows -
 If in an organisation there is a good team then it helps in improving the communication
and employees can communicate with employer with out any hesitation. Through this

employees can share their ideas, or problems that will help in removing the dissatisfaction
level of the employees.
 Team leader evaluates the performance of every employees and check that employees are
working according to the standards or not. Through company can achieve the desired
result (Cox, 2010).
Effectiveness of team development can be evaluated through observation by superior. He can
evaluate that team member is working according to the standards or not. If not then he takes
corrective action for improving it.
TASK 4
4.1 Explain the factors involved in planning the monitoring and assessment of work
There are some factors that are involved in planning and monitoring the overall business
organisation. These factors also impact on decision making process of the company and its
market growth as well. There are as follows: -
A holistic analysis of performance – firstly managers of United Parcel Services have to
evaluate the performance of their employees in order to implementing effective strategies and
policies. This technique can be made for future actions and activities. Analyse of performance
helps to provide feedback to the employees so as they can perform better (Taouk, 2015).
Narrative assessments and ratings – In that, different managers give different aspect of
performance and narrative assessments are lack of consistency. After that managers provide
rating to employees and taking initiate corrective actions in order to improves the performance of
employees. Ratings are helpful in order top develop healthy competition among employees so as
they tries to give better results therefore it increases the productivity of employees.
Forced distributions – In that technique, managers are forced to offer their rating. The
method id based on assumptions and perceptions towards employees. Another one is the forced
ranking methods that seeks with categories and team work.
4.2 Plan and deliver the assessment of the development needs of individuals
Assessment and individual training programme, seeks to the improvement in employees
performance and their productivity as well. For that, managers of United Parcel Services have to
develop a effective personal development plan form each and every employee. There are some
steps that are involve in that plan, such as follow-

 Set effective goals : Particular and specific goals should be set up by the managers for
employees to assess their performance through particular task.
 Communication : Goals, objectives and results of the task should be clearly
communicated and defined (Helgesen, 2012).
 Support : Support should be provided to staff regarding resources which are needed to
carry out work and role effectively.
 Review work : Appropriate tools should be used to assess how staff is doing the
particular task.
 Documentation : It is needed for documenting result and process of assessment.
 Feedback : Findings of the assessment should be analysed and then discussion should be
made with staff for weaknesses and strengths.
 Training : Development of learning and training plans that will match the competency
skills and development needs of individual.
 Monitoring of development of staff : For the improvements and development of the
company it is necessary to monitor staff development (Joyce and Kinnarney, 2014).
4.3 Evaluate the success of the assessment process
As a HR manger of United Parcel Service, it is very important to evaluate the success of
assessment process so that company can increase it's work performance with effective leadership
performance and highly management standards. For effective and efficient work, USP should
provide training to the employees so that they can perform better in the changing environment. It
should conduct orientation programme so that employees will be familiar with organisation
cultures and working environment that help them to work according to need of the company
(Miller and Rollnick, 2012). After giving the training, evaluation should be done for evaluating
the impact of training on employees. It will also help in evaluating the performance of job or
productivity. Evaluation helps in removing the deficiency and conflicts from the company that
will help in achieving the desired outcome and it saves time and energy of the managers and
through these employees get satisfaction.

CONCLUSION
To work with team is very important for every company because it helps in doing the
work with efficiency and effectiveness. From the above study it is concluded that in UPS
company there are many problems or issues in leadership and management which can be
removed by adopting democratic style and HR manger should follow the laws related to
recruitment and selection. If it will not follow then it will be the violation of laws and In UPS
Company, a leader should have some quality like good communication skill ,decision making
ability,motivator etc. It will help in removing all deficiency from the management of UPS
company.
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