Leadership Development Plan and Customer Service Strategy Report

This report outlines a comprehensive professional development plan focused on enhancing leadership and self-management skills, including a detailed timeline for skill development through reading, analysis, and practical application. It also presents a customer service strategy centered on add-on selling, detailing the implementation stages, from employee introduction to customer interaction, and assessing its effectiveness. The report discusses the application of transformational and transactional leadership styles, emphasizes collaboration through a structured communication strategy, and addresses emotional control during the change process. Furthermore, it covers the evaluation of performance, the role of the leader, and the impact of organizational changes on sales and customer relations, including strategies to encourage feedback and employee involvement.

LEADERSHIP 1
LEADERSHIP
By Students Name
Course Name
Professor
University
City and State
Dates

LEADERSHIP 2
1. Develop a professional development plan for the next Year – this should include relevant
training for leadership and self-management
Below Is the Professional Development Plan for Next Year that covers leadership and
self-management which I intend to practice and perfect my leadership skills.
Steps and strategies to
take so as to meet my
set plan
Time frame for
each step-in months
or days
Evaluation of the effectiveness of
the strategies
How to know if the steps
and the strategies for the
level have been completed
Introduction to
leadership as well as
its relevance to the
organization and
introduction to self-
management
This is to take a
single month where
I will read at least 3
books relevant to
the areas.
I will then analyze a few leaders
that I know and learn how they
practice their leadership, both in
the industrial sector and the
political sector
After clearly analysing
these leaders I will be able
to evaluate my level of
understanding of
leadership and self-
management
Identification of the
responsibilities of
leader. What is
expected from me as a
leader
The step is to be
covered in 2
months where I will
review the current
leadership cases
I will carry out an assessment
regards to the section via the
identification of different
responsibilities of the first
identified leaders. This will help
create a connection from the first
step of the process to the second
one.
The minute I see and am
able to draw the connection
is identified, where the first
identified leaders are
linked with their
responsibilities, then this
will show my successfully
understanding.
The core purpose of
self-management
This will also take
two months to
Definition of self-management
will link one to the main purpose
In case I am unable to
identify the core purpose of

LEADERSHIP 3
ensure effective
learning of self-
management since
for me to be able to
manage other
people I need to
have a mastery in
managing myself.
behind self-management. After I
have defined self-management I
can apply this knowledge to
managing effectively myself and
then the others as well.
self-management in
relation to its definition
then the goals of the step
will not be meet hence a
revision will be needed.
Principle of a leader The section will
take 4 months and I
must cover 4 books
in relation to the
context.
For perfect evaluation of the
section a report on the principles
of a leader and in relation to the
previously handled report I will be
able to identify the principles of
the leaders I had chosen before
and apply them. This provides the
continuity of the already mastered
skills.
In case I am unable to
identify these principles
then this shows the section
has not been effective and
in case this is identified
clearly then I can
effectively apply the
principles of leadership
perfectly well in my
profession.

LEADERSHIP 4
Question 2
Customer service strategy – Introduction of add-on selling products, encouraging customers to
purchase further items with the product they have already committed to purchase. By adding
small products to the POS area sales people to offer complimentary products to large sales before
attending POS areas.
Activity for the
implementation stage
Purpose for the implementation
of the strategy
Assessing the
effectiveness of the stage
in relation to the customer
service strategy
The duration the stage
is supposed to take
Stage one
introduction of the
new customer service
strategy to the
workers
This stage introduces the
employees to the new strategy
and shows the need and
importance to the organization
To assess the
effectiveness of this stage
the employees will be
given a chance to
contribute on what they
have understood and
incase thy would like to
add any more information
that may be beneficial to
the company
This should be a
process that should be
covered inn two days
where the employees
are given time to
analyze the
information and give
recommendations
where necessary
The second stage
involves the product
marching and
selecting which
The section involves analysis of
the products that the customers
normally purchase in most
cases and helping in the
The sales department is
responsible for the perfect
marching procedure, the
success of this stage is the
The stage is supposed
to take 2 weeks where
all the company sales
data is well analyzed

LEADERSHIP 5
products compliment
the others based on
the purchase patterns
of the customers.
identification of an algorithm of
how to sell these products to the
customers.
creation of the matching
algorithm that I
productive in line with the
customer service strategy
implementation
to avoid wrong
product matching that
may affect the selling
of the matched
products.
The third and the
implementation stage
The stage involves the
implementation of the proposed
program. The products have
been pared the employees have
been informed on how the
strategy is to operate and then
the introduction of the program
to the customers. The stage
clearly involves the interacting
with the customers on the
efficiency of the program and
seeing how well it is adapted
The best evaluation for
the stage is identifying
how the employees are
passing the customer
service new strategy to the
customers, in case they
fail to effectively
communicate with the
client in relation to the
program
The implantation of
this stage should take
at 3 weeks. This
ensures all the
customers are well
informed.
Question 3

LEADERSHIP 6
a. How would I apply my leadership style in the process? (Discuss in relation to
transformation and transactional leadership)
In relation to the process, the introduction of the customer service strategy is a new strategy
within the organization that requires embrace by the workforce (Anderson, M.H. and Sun,
P.Y., 2017). Without the embrace from the entire time then the organization will have a hard
time integrating the changes. In relation to transformational leadership, the style will help me
establish a flexible mindset to the employees that alerts them on the need for change and
other new improvement in the organization. On the other hand, transactional leadership will
help in the establishment of a clear chain of command throughout the process, it will help
identify the right person responsible for what integration related to the change hence utilizing
the leadership skills effectively.
b. How would you model and encourage collaboration? (Design a communication strategy
that would incorporate collaboration in the process)
The best approach for this change within the organization would be first after the
introduction of the change intended, the organization is to group the responsible or the
affected departments in our case the sales team into teams (Yahaya, R. and Ebrahim, F.,
2016). These teams are to generate different tasks and share this information with the rest for
instance, there should be a team responsible for identifying the goods that go hand in hand
with the others, this team provides this information to the entire group, then the other groups
are divided into other groups where each group has a set of products that they can carry out
analysis of the cost and how to match them finally another group is responsible for the actual
product matching. All this requires effective communication and collaboration. After this has
been achieved then the team rejoins back to help in promoting the sales to the customers.

LEADERSHIP 7
c. How to ensue control over one’s own emotions throughout the process?
The best way to first avoid emotional strain is by involving the team on the new changes and
letting them contribute in the changes, first this makes the team take responsibility since the
you have managed to let them take responsibility of the changes as well. This means the
minute they don’t meet these goals, they are not only failing you or me as the leader but they
are also failing themselves and this helps avoid such cases. Secondly avoiding to get
emotional will be achieved by focusing on the actual goals for the change and the minute
such situations happen I will manage to remain calm and participate on the activity with the
responsible team and ensure it is delivered effectively.
d. How would you evaluate your performance throughout the change process?
The best evaluation process is by formulating goals throughout the project. These goals are to
be delivered at the end of every stage and the minute these goals are met within a set
deadline, it implies that my evaluation was a success but the minute the goals are not met
then I have failed to meet my expected deliverables hence showing my evaluation as a fail.
e. Discus your role and task description as a leader throughout the change process?
The main task of the leader throughout the entire change process is to ensure that first all the
teams ae conversant with the changes that are being implemented in the organization, the
leader is also expected to ensure that the teams have been assigned their specific tasks and
goals have been set these goas are to ensure hat the teams are working had to meet these
deliverables which is the next responsibility of the leader, ensuring that all the teams goals
are met within the set timeline and nothing fails.
Question4.

LEADERSHIP 8
a. There are several changes that the organization has intended to integrate within the customer
sector. These changes include the customer service strategy. The strategy aims at changing the
sales strategy of multiple products and aims at selling these products with there complimentary
products. The strategy will affect the sales sector of the organization and the customer relations.
All the sectors are requested to be prepared for the changes and incase of any inquires or
recommendations to kindly forward them to the management sector.
b. The changes have no impact on any legislation of the company or the other entities associating
with the company it an indoor change that is aimed at improving our sales within the
organization. Although thee are team’s formation and each team will have a leader responsible
for the team and its members.
c. The changes will have an impact on the number of sales within the organization. The changes
will boast the sales of some particular products that they will be paired with. In return, this will
impact the organization revenue income.
d. To encourage collaboration, consultation and contribution form the group it is important to
first effectively communicate the changes to the group. This ensures every team member is
aware of how they are expected to participate in the changes and with this in place, it becomes
possible for everyone to contribute towards the changes, dividing the group into smaller teams
assigned different tasks as well will promote communication and collaboration among the team
members.
e. Having established such a connection with the group, it becomes possible to get feedbacks
from the group. Also, to get more response from the group it is effective to create an open forum

LEADERSHIP 9
after the meetings where the group members can give their feedback in relation to the
implementation of the program.
Question 5
a.
Getting completely involved in all the activities that you have allocated to the team give the team
more encouragement and more confidence in the changes you are bringing in the organization.
Fr instance in our case, helping the team’s math the different products, helping them with the
data analysis to identify which products are sold together and taking part in the implementation
of the strategy by interacting with the customers gets you as the group leader involved in the
changes you have introduced and this greatly impacts the acceptance of the changes by the
group.
b.
this involvement has a number of impacts to the new changes, first, this improves the approval
rates of the changes by the members and the group since they see that you believe in the changes
you have introduced. They also increase the chances of meeting the different goals that have
been set for the different groups aimed at achieving the success of the new changes
implementation.
c.
Involved employees in the
implementation of the changes
Evaluation plan Duration
The data analysis team of the The members have to provide a This evaluation is to take place

LEADERSHIP 10
sales sector that is responsible
for providing information of
how the goods are sold and
how to match them
list of customer products that
are sold together.
They are then to identify the
product among each pair that
its price can be slightly reduced
then matched together to be
sold to the customer.
Incase this is not achieved then
the evaluation shows the
employees have failed the
evaluation
after two weeks of launching
where the team has to provide
a complete product matched
list other wise then the changes
are effectively embraced by the
team.
The matching team responsible
for matching or pairing the
products
The evaluation plan for this
stage of the changes
implementation involves
evaluating how the second
team works, with the provided
time, have they managed to
match all the products given to
them by the previous team. A
successful product matching
ensures a successful change
integration in the organization
The activity is given a duration
of three days and incase this is
achieved the evaluation process
is met and the integration of
the change can be referred to as
a successful change integration
but incase this is nit the case
then

LEADERSHIP 11
d.
Performance issues:
i. Communication challenges
ii. Challenges in timely deliveries
iii. Poor teamwork
These are some of the performance issues that may be encounter during the change
implementation process. The best plan to address the issue is:
First carry out a communication program and educate the members on the importance of
communication. The program entails the cons of poor communication within the organization
hence relate the program with the current change program in the organization, then followed by a
self-management program which helps the employees in managing time. This will help the
employees not only deliver the proposed goals on time but will also help them on other matters.
Finally, for team work, the organization can organize a team building activity where the different
teams get to interact and feel free with each other within the teams, this in return will improve
the teamwork.
e
Leadership Style How to Integrate the leadership style to the
change being introduced to the organization
Benefits
Transformational
leadership
This leadership style helps in bringing in new
ideas to the organization that advocates for
change in the company. These changes are of a
greater future for the company such as the current
This sort of leadership helps
the organization keep up with
the changes in the industry by
bringing in new ideas to the

LEADERSHIP 12
change in the company company.
Transactional leadership This leadership style is very important for the
organization, I have integrated it to the current
customer service strategy change in the company
by coming up with teams and allocating the right
leaders for each team, these leaders are
responsible for ensuring that the set goals are met
the leaders I have appointed need to establish
control on their team and then report the progress
to me,
The advantage of the
leadership style is that it
ensures results are achieved
since every person involved
knows they are supposed to
answer to a person with a
higher authority level in the
organization
References
Anderson, M.H. and Sun, P.Y., 2017. Reviewing leadership styles: Overlaps and the need for a
new ‘full‐range’theory. International Journal of Management Reviews, 19(1), pp.76-96.
Yahaya, R. and Ebrahim, F., 2016. Leadership styles and organizational commitment: literature
review. Journal of Management Development, 35(2), pp.190-216.