Developing Manager: Management Styles, Skills, and Case Study Report

This report delves into the multifaceted world of management, exploring various management styles such as Laissez-faire, autocratic, bureaucratic, and participative approaches, and their implications within organizations. It examines crucial leadership characteristics, including focus, confidence, patience, innovation, communication, and decision-making, highlighting their significance in driving organizational success. The report evaluates communication processes, emphasizing the sender-receiver dynamic, channels, and feedback mechanisms, and assesses organizational cultures, contrasting functional and task-oriented structures with examples from Thomas Cook and TUI Groups. Furthermore, it provides a self-assessment of management skills, including leadership, communication, time management, and planning, illustrating their role in career development through a case scenario analysis.

DEVELOPING
MANAGER

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Different management styles.................................................................................................1
1.2 Leadership characteristics.....................................................................................................2
1.3 Evaluation of Communication Processes..............................................................................3
1.4 Organisational Culture..........................................................................................................4
TASK 2............................................................................................................................................5
2.1 Assessment of Management Skills Performance..................................................................5
2.2 SWOT Analysis....................................................................................................................7
2.3 Objectives and Targets to Develop Own Potential...............................................................9
TASK 3..........................................................................................................................................10
3.1 Case Scenario......................................................................................................................10
3.2 Managerial decisions that can support in achieving goal of the company..........................11
Task 4.............................................................................................................................................12
4.1 Managerial and personal skills and their support in career development...........................12
4.2 Review current performance...............................................................................................13
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Management is a process of planning, directing, organising and controlling the activities
of an organisation to achieve its objectives. An organisation needs to focus on its management to
accomplish long term goals. Management is the manner in which managers exercise their
authority in the workplace to ensure that organisational objectives are attained. Managers are
required to ensure proper coordination among people of organisation and for this they are
required to possess certain skills like management skills, leadership skills and good interpersonal
skills (Pan and Nguyen, 2015). Thomas Cook and the TUI Groups are famous travel and tourism
sectors in UK. This report focuses on different management styles and leadership characteristics.
Further it evaluates and analyses communication process and organisational cultures in both
these travel and tourism sectors. Lastly, this report assess management own skill performance
and explains how managerial and personal skills support career development.
TASK 1
1.1 Different management styles
The process of dealing with or controlling things or people is known as management. It is
an art of getting work done by people working in different departments to achieve the objectives
of an organisation. The organisation can have following different types of management style : Laissez-faire : The role of manager is peripheral i.e. it involves minimum of managerial
direction. It is a delegative style of management, the manager includes all the members of
organisation in decision making process. It works best in the workplace or organisation
where relaxed working environment or creativity is required like web design, film
industry etc. But this style cannot work in all organisations as workers need clear
instructions and guidance to carrying out their work effectively. Autocratic management style : In autocratic style, manager makes the decision
unilaterally and does not consider input, ideas and views of sub-ordinates. Managers tell
people what to do and expect his orders to be followed (Opara and Onyije, 2014). The
decisions made reflect the personality and skills of the manager. But, in autocratic style
of management, employees may feel frustrated which leads to low morale. Bureaucratic management style : The decisions are made by the higher authorities i.e.
top level management in bureaucratic management style. The management is based on
hierarchy of positions and leader dominates the sub-ordinates. All members of staff are
1

required to follow orders and instructions given by higher authorities. The decisions take
into account best interests of both employees as well as organisation. In TUI Groups
travel and tourism sector, this management style is used.
 Participative management style : In this style, managers consult others before making
decision. It is also known as consultative management style. The leader considers
valuable inputs of other staff member and make decision accordingly. Thomas Cook uses
participative style of management. So, the workers feel important as their ideas and views
are acknowledged and considered before decision making. But this style cannot be used
when quick decision making is required as it is time consuming process (Magad, 2013).
1.2 Leadership characteristics
Leadership is a skill which encompasses the ability of an individual to lead or guide
others. It is an art where a group of people are motivated to attain a common objective. Leader
plays a vital role in determining success and failure of an organisation as they only encourage
individuals to work enthusiastically towards a common organisational goal. He sets the standards
for his team members. Leader is the one who maintains balance between conflicting interests of
all members and stakeholders. He steps up in the situation of crisis and are able to think
creatively in difficult times.
A leader is required to possess following characteristics : Focus : A leader must focus on his work and should know his actions are directed
towards attainment of organisational objectives. He knows exactly what he is doing and
what will be the impact of his decisions and actions in the future. Confidence : It is important for a leader to be confident. A leader full of confidence can
only perform better and is able to manage and control things in an organisation (Larman,
2012). Patience : It is the most important quality that a leader needs to possess. He needs to have
higher level of patience to control his subordinates to maintain balance in case of
conflicting interests. He should behave in same manner even in the time of crisis. Innovation : A leader must come up with new views and ideas. He is the one who steps
up in the situation of crisis and is able to think creatively in difficult times. It makes him
different from other people.
2

 Communication and Interpersonal skills : Good communication is must for effective
leadership. Interpersonal skills enables leader to make healthy relationship with the
employees. Thus, good communication and interpersonal skills ensure healthy working
environment in the organisation. As Thomas Cook uses participative management style,
so, in this organisation leaders possess good communication and interpersonal skills to
ensure valuable inputs of staff members are considered before decision-making. Decision-making : It is an indispensable element for good leadership skills (Levangie and
Norkin, 2011). Leaders are required to make quick and correct decisions while
considering their impact in the future. In TUI Groups, leaders are required to make
decisions as it uses bureaucratic style of management.
 Inspiration and Motivation : A leader is required to continuously inspire and motivate
people to perform better and achieve organisations goals. This ensures mental satisfaction
and help to achieve targets in time.
1.3 Evaluation of Communication Processes
Communication is process of conveying information from one person to another. It
means sharing or exchanging of meaningful information between two or more people. In a travel
and tourism sector business, there are various departments so effective communication among
these departments needs to be ensured. The effectiveness of communication process is very
important for overall success of an organisation. It can be either verbal or non – verbal. Verbal
communication includes face to face while non – verbal communication involves eye contact,
gestures etc. Communication process are the steps taken in order to achieve successful
communication.
The process of communication involves following components :
1. Sender : The party that sends the messages is known as sender. He needs to encode the
message that means transforming the thoughts to be conveyed into a form that can be
sent.
2. Channel of communication : A right medium should be chosen while sending the
message. Channel of communication includes speaking, writing, audio and video
transmission, electronic transmission such as emails, texts, faxes etc. (Newman and
Newman, 2014). He can select verbal or non-verbal method of communication depending
upon the receiver and the circumstances.
3

3. Receiver : The person to whom sender sends the message is known as receiver. He is the
target of communication. Receiver can be an individual or a group of persons.
4. Decoding : The mental processing of a message into understanding is known as
decoding. Receiver needs to understand the meaning of the message in the same way in
which sender sent it. Without decoding, message fails.
5. Feedback : Sometimes receiver may give feedback to the sender that means message sent
by receiver back to the sender. Right feedback should be given by receiver when
required.
All these components can be put together to build a model of communication process :
 Sender encodes information
 Right channel of communication is selected by sender to send the message
 Message is received by the receiver
 Receiver decodes the message
 Feedback may be provided by receiver to the sender (Egan, 2013).
Same communication process is followed in travel and tourism sector. The communication
process of TUI Groups is more effective as they take feedback from customers while in Thomas
Cook, feedbacks are not taken.
1.4 Organisational Culture
Just like people, organisation have its own unique personality which is referred to as its
culture. It is a system of shared assumptions, beliefs and values that govern behaviour of people
in the organisation. It is an invisible but powerful force that influences behaviour of members of
the organisation. The organisational culture provides guidelines and boundaries for the behaviour
of people.
The Thomas Cook follows functional organisational culture which is also known as role
culture. Each employee know his roles and responsibilities towards the organisation. It is
characterised by strong functional or specialised areas which is controlled by rules and
procedures defining the job, authority and mode of communication. Each staff member reports to
his higher authority. The role culture offers security and opportunity to acquire expertise in
particular area. But adapting to the changes is difficult in such culture. It is also frustrating for
employees who are power oriented and believe in results rather than methods.
4

Task culture is a job or project oriented structure. This culture is followed in TUI Groups
where emphasis is on getting the job done (Swarbrooke and Page, 2012). It seeks to assemble
appropriate resources, right people, at the right level for completion of a particular project. In
task culture, people are divided into groups to improve efficiency and help individual identify
with the objectives of the organisation. It ensures proper coordination among team members and
they help each other in their work. The leader motivates his team mates by providing various
benefits such as rewards, bonus, incentives, promotions etc. It provides job satisfaction and they
work more efficiently. It can easily adapt to the changes. But one major drawback is that control
is difficult in such organisation. In the competitive market where speed of reaction is critical,
organisations are required to adapt to changes to be successful.
Organisation culture affects its productivity and performance, provides guidelines on
customer care, service, quality of product, safety and concern for the environment.
TASK 2
2.1 Assessment of Management Skills Performance
5

Notes:
As a General Manager of Dorchester Luxury Hotel, London, I possess following management
skills : Leadership skills : This skills enables me to get the work done by other people to
achieve the objectives of the business. I motivate and inspire employees to work
enthusiastically so that organisational goals can be accomplished. Communication and Interpersonal skills : I can openly communicate with the staff
members and create a good working environment at the workplace. They also share their
problems and feelings with me which give them mental satisfaction and ensure work is
done effectively. Time management skills : Time management is important in all the fields. I too properly
manage my time by prioritising the work. I always follow my To-Do List in which all my
tasks are scheduled properly. Organising and Planning skills : I always make a plan before starting any work. This
helps in proper organising of work and deciding the allocation of work among team
members. It ensures work is completed before deadline. Cognitive and Creative skills : I try to come up with new ideas and plans. This enables to
think creatively and differently even in the time of crisis. Project Management : A leader should also possess project management skill. It requires
in – depth knowledge of different projects to complete them in specified time. It also
requires proper understanding of the work and ability to see the big picture.
 Technical skills : Manager is required to be well equipped with technical and practical
knowledge and skills so that he can perform his task effectively and efficiently.
All the above skills have helped me to make healthy relations with the staff members which
provide a good working environment in the hotel. My good communication and interpersonal
skills help to solve disputes and manage conflicting situations.
6

2.2 SWOT Analysis
7

Notes: The study of an individual or organisation to identify the strengths, weaknesses,
opportunities and threats is known as SWOT Analysis. It is a simple but useful framework for
analysing strengths, minimizing threats by identifying the weaknesses and taking full advantage
of opportunities present. This study helps in making strategic plan to improve or maintain the
performance of an individual or organisation. Strength and weakness are internal factors while
opportunities and threats are external ones.
The SWOT analysis conducted for me is as follows : Strengths : My management and leadership skills are my greatest strengths. This includes
communication and interpersonal skills, creativity and innovation, time management,
organising and planning skills etc. These skills help me top work effectively and
efficiently. Along with this, I am quite passionate in my work, always punctual and try to
finish the work before deadline. Weaknesses : A person's weakness hinders his self development and success. My
weakness is that I am unable to control my anger which sometimes create big problem in
8

the hotel. I also need to improve my confidence so that I can express my ideas and views
clearly. Opportunities : My strengths can help me to provide better opportunities i.e. I can work
as a good manager for other big companies of UK. These opportunities can be grabbed
when I overcome my weaknesses and continue and improve my present skills.
 Threats : Increasing competition in all the fields is the biggest threat in the present time.
There are many people who possess good management skills, they can act as a tough
competition for me. To be ahead of them, I need to work on my weaknesses and develop
new skills to give them a competitive edge.
2.3 Objectives and Targets to Develop Own Potential
Notes: Every person must set and prioritise objectives and targets to develop his potential. This
will help in ascertaining what work should be given more importance at a particular time. This
ensures to maintain a proper balance between social life and corporate life as both are important
for survival, growth and development of a person.
In order to develop my potential, I should do following things :
9

 Time management : This is the foremost requisite an individual needs to do for improving
his potential. Management of time can be done by prioritising the work. I need to make
and follow a To-Do list to perform task accordingly. The most important work should be
given top priority and completed first and least important work at last. This will enable to
build and follow a proper schedule so that things can be planned accordingly. The
following priorities can be given in performing the tasks :
1. Urgent as well as important
2. Important but not urgent
3. Urgent but not important
4. Neither important nor urgent
 Setting SMART objectives : I can develop my potential by setting SMART objectives for
myself -
- Specific : the objective should be specific. It means knowing exactly what needs to be done. I
should be focus on attaining my objectives.
- Measurable : my progress should be measurable against a specific target.
- Achievable : targets should be achievable i.e. they should not be fake. While setting targets, my
skills and experience needs to be considered.
- Realistic : goal should be real and can be achieved considering constraint of time and
resources.
- Time-framed : goals should have a clear deadline.
SMART objectives will definitely develop my potential and help me to work more effectively
and efficiently to achieve the targets within specific time.
 Evaluating the performance : My performance can be evaluated using various
techniques like self evaluation, 360 degree evaluation, graphic scale and through
checklists.
TASK 3
3.1 Case Scenario
The main objective of Covent Garden restaurant is to satisfy customer needs by fulfilling
their expectations and demands in a timely manner and become a profitable organisation in
London. I have to act both as a manager and leader in the cited organisation. For achieving the
objectives of an organisation, it is important to motivate employees towards a common goal. To
10

ensure this, I will provide timely rewards and recognition so they are mentally satisfied, such
rewards can be cash benefits like bonus, increment, incentives or other like promotion etc.
Motivation and inspiration will help them to perform better and give them job satisfaction.
Employees are an vital element for determining success of an organisation. The success of an
organisation is directly linked to performance and skills of its employees (Hocken and Pereira,
2011). I will ensure that the members understands their roles and responsibilities clearly. I will
try to solve disputes and maintain balance between conflicting interests of members and
stakeholders.
As the main aim of the cited organisation is to satisfy customer needs, I will act as an
intermediary between customer and organisation. I will ensure that the organisation builds a
reputable image in the eyes of customers by actively responding to their changing needs and
demands and increasing profits due to strict and clear policies of leadership. As a leader, I will
ensure there is division of labour among members of the organisation and proper coordination is
directed towards the achievement of organisational objectives. In today's evolving business
environment, it is important to ensure that people feel safe and secure at the workplace and as a
manager I would ensure the same.
3.2 Managerial decisions that can support in achieving goal of the company
Decision making is the essential tool that can influence business performance, correct
judgment can improve revenues of the firm to great extent (Magad, 2013). As managers are the
important person in the Thomas Cook, they are responsible for making decisions in the
workplace. One of the main objective of Thomas Cook is to increase revenues of the
organization. For that managers of cited firm has taken decision of increasing involvement of
workers in the workplace. By enhancing participation of employees higher authorities can satisfy
them and can make them loyal towards the brands (Pan and Nguyen, 2015). By this way people
will perform better and they will contribute well in achieving the goal of the company. As it is
working in the travel sector so it is essential for the entity to deal well with consumers and to
provide them satisfactory travel packages and services. Satisfy employees will share their views
and will suggest innovative ideas which can help to design travel packages as per the need of
customers. By this way service users will prefer to use its services that will help in increasing
profit of the corporation (Opara and Onyije, 2014).
11

To reduce conflicts situations in the workplace is another objective of Thomas Cook. For
that management has taken decision of increasing communication and they have changed their
structure and adopted flat structure. It helps them in coordinating with workers well. By this way
information get passed directly to worker that reduces misunderstanding in the organization.
Apart from this, managers of cited firm conduct formal and informal meetings with its staff
members so that they get to know better to each other. It builds strong relationship among them
that will help entity in reducing conflicts (Magad, 2013). People perform their duties well and
interact with each other effectively. It supports in improving customer's service as well. They get
proper time and pay attention on service users quarries. These decisions can give positive results
to the Thomas Cook and can help in accomplishing its goal.
Recommendations:
 Managers have to adopt participative leadership style so that people can feel comfortable.
 Leaders have to take timely feedback so that problems can be identified and managers
and resolve these on time.
Task 4
4.1 Managerial and personal skills and their support in career development
Career development plan
Goal Activities Resources Time duration
Managerial skills:
To improve leadership
skill
Attend professional
seminars, Read case
studies of leaders
Seminar hall, internet,
books, computers
2 month (08/02/2017-
09-04/2017)
To enhance critical
thinking skill
Go through with
previous business case
studies, actively
participate in the
training sessions.
Books, internet, hall,
pen, paper
2 months (09/02/2017-
10/06/2017)
To improve
communication skills
Join seminars, interact
more with experts,
Seminar hall, internet,
trainer
1 month (11/06/2017-
11/07/2017)
12

reading books
Personal skills:
To improve behavior Join personality
development seminars,
read books
Books, internet,
computers
15 days (12/07/2017-
27/07/2017)
To be more
responsible
Join professional
camps and coordinate
with experts
Seminar hall, trainer,
internet
1 month (30/07/2017-
30/08/2017)
As by improving leadership skills in me I will be able to lead my team well. I will be bale
to know the essential factors that can motivate a team so that people will be confident and they
will support me well. Leadership skill will give my career new path and I will be able to fulfill
my responsibilities well. There may be chances to get promotion in the workplace. Critical
thinking managerial skill will definitely support me in my career development. As I will be able
to give effective suggestions through which complex situations can get resolve easily. Critical
thinking will help me in forecasting future uncertainties. That would create unique image on
mine in my organization. Communication is the main important factor that can reduce confusions
and can make people loyal towards the brand. By this way they can understand me and will
support me in my decisions. By improving my behavior I would be able to behave clam in
complex situations. Some time I behave rude with my peer groups in heavy workload but by
improving my behavior and by understanding my responsibilities I would be able to be
productive for the organization. That would help me in my career growth.
4.2 Review current performance
From the above Career development plan it is reviewed that I have improved my
communication skills. I got benefit from attending the seminars of professional persons. I got to
know significance of coordination for the managers. Earlier my performance was average by
joining professional camps I have improved a lot and my current performance is far better than
earlier. My team members are communicating with me without any hesitation. My leadership
skill has been developed by there are still chances to improvement. I noticed that whenever I
have to lead more than 15 people team then I sometimes failed to lead them well. My current
13

performance is average and as my future goal is to be in the position of general managers, this
can be achieved if I did not improve my leadership skill more.
I have enhanced my critical thinking skill and I am completely able to manage complex
situations of the organization. By reading the earlier business case studies I have improved my
knowledge and now I can forecast the situation easily. That helps me in taking right decisions at
right time. This skill on mine can easily support in achieving my future goal. With the help of
career development plan I become more responsible and I understand my duties and perform it
well. Currently I manage my time accordingly and complete all tasks on time. Now I am
behaving clam in all situations. In the heavy load period I take it as challenge and I behave
positive so that my team members do not get frustrated. By this way I developed confidence
level of my team members that help me in improving my performance as manager. By improving
by lacking skills I would be able to improve my performance level that will make me a good
manager.
CONCLUSION
From this report, it can be articulated that management is the process of dealing with or
controlling things or people. The main functions of management are planning, organising,
directing and controlling (Burtis and Bruns, 2014). This report also explains different types of
management styles used by the cited organisations . It can also be concluded that a leader is
required to possess various skills and characteristics so that the objectives of organisation can be
achieved. Further, it can be inferred that organisation culture plays a vital role in overall success
of the business. Lastly, it is analysed that how a leader or manager can develop his potential,
SWOT analysis and career development plan.
14

REFERENCES
Books and Journals
Burtis, C. A. and Bruns, D. E., 2014. Tietz fundamentals of clinical chemistry and molecular
diagnostics. Elsevier Health Sciences.
Egan, G., 2013. The skilled helper: A problem-management and opportunity-development
approach to helping. Cengage Learning.
Hocken, R. J. and Pereira, P. H. eds., 2011. Coordinate measuring machines and systems. CRC
Press.
Knowles, M. S., Holton III, E. F. and Swanson, R. A., 2014. The adult learner: The definitive
classic in adult education and human resource development. Routledge.
Larman, C., 2012. Applying UML and Patterns: An Introduction to Object Oriented Analysis and
Design and Interative Development. Pearson Education India.
Levangie, P. K. and Norkin, C. C., 2011. Joint structure and function: a comprehensive analysis.
FA Davis.
Magad, E. L., 2013. Total materials management: Achieving maximum profits through
materials/logistics operations. Springer Science & Business Media.
Newman, B. M. and Newman, P. R., 2014. Development through life: A psychosocial approach.
Cengage Learning.
Opara, J. A. and Onyije, L. E., 2014. Information and Communication Technologies (ICT): a
panacea to achieving effective goals in institutional administration. International Letters of
Social and Humanistic Sciences. (12). pp.81-87.
Pan, J. N. and Nguyen, H. T. N., 2015. Achieving customer satisfaction through product–service
systems. European Journal of Operational Research. 247(1). pp.179-190.
Pedler, M., Burgoyne, J. and Boydell, T., 2013. A Manager's Guide to Self-development.
McGraw-Hill Education (UK).
Swarbrooke, J. and Page, S. J., 2012. Development and management of visitor attractions.
Routledge.
15

16