Leadership & Management for Service Industries: A Costa Coffee Case

This presentation explores the critical roles of leadership and management, emphasizing the importance of both hard and soft skills within service industries, using Costa Coffee as a case study. It highlights the significance of communication and other soft skills for managers, along with essential hard skills. Future management skills, such as clear vision and data-driven strategy, are discussed, along with methods for leaders and managers to acquire these skills through talent management. The presentation also examines change management systems, comparing approaches with Starbucks and highlighting the use of Lewin's change management model at Costa Coffee. It concludes that effective leadership and management, combined with successful change management practices, are crucial for organizational success. Desklib offers a wealth of similar solved assignments and resources for students.

Leadership and Management
for Service Industries

Table of Content
Introduction
Management and leadership ‘hard’ and ‘soft’ skills
Future management and leadership skills
Achievement of skills
Change management systems and leadership in implementing
change
Conclusion
References

Introduction
 It is important that leadership and management of business that
soft and hard skills to carry out organisational activities. This
will lead to have impact on business performance and capability
of employees. This presentation is based on Costa Coffee which
is offering high quality products and services through coffee
shops.

Management and leadership ‘hard’ and
‘soft’ skills
 Soft skills and hard skills play crucial role in enhance
performance as well as capability to conduct task in better
manner. It is essential for manger and leaders to have both soft
skills and hard skills to perform business task.
 Management soft skills :
 Communication - This skill refer as the capability of a person
to convey massage and idea in effective manner so that other
clearly understand the meaning or massages correctly.

Future management and leadership skills
 Leadership and management skills provide support organisation for
conducting busies activities and task in better and effective manner.
It is important for leaders or manager of Costa Coffee company to
enhance their future management and leadership skill in order to
increase performance of respective company in market area.
Different future skills that should have leader or manager who are
dealing in service sector are –
 Clear vision
 Data driven strategy making

Achievement of skills
 There are different ways through which leaders and managers of
Costa Coffee organisation can attain future leadership and
management skills. Accomplishment of these skill is possible
through talent management strategies such as –
 Selecting culture fit candidate
 Training and development

Change management systems and
leadership in implementing change
Costa Coffee Starbucks
Change management system This organisation considers that
changes in business and its process is
very important part of company. Costa
Coffee is identifying different factors of
business environment in order to
change business activities accordingly.
Starbuck company conduct business
activities in very systematic manner and
its is using change models or theories as
change management system. It is using
Lewin’s change management models in
order to change in business process.
Leadership style Costa Coffee organisation is applying
supportive leadership style while
implementing changes in business
process and activities.
This organisation is considering
autocratic leadership style for
implementing required changes in
organisations.

Conclusion
 From the above presentation it can be concluded that leadership
and management play essential role in business. it is crucial that
organisation have strong soft skill and hard skill for leadership
and management. Changes management will helps in executing
required changes in business correctly and appropriately.

References
 Anning-Dorson, T., 2016. Organisational culture and leadership
as mediators of service innovation and firm competitiveness: A
study of an emerging economy. International Journal of
Innovation Management. 20(07). p.1650064.
 Armstrong, M., 2016. Armstrong's handbook of management and
leadership for HR: Developing effective people skills for better
leadership and management. Kogan Page Publishers.
 Berson, Y., 2016. Leadership lessons from compelling contexts.
Emerald Group Publishing.

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