University Leadership Development Assignment Report

This report provides a literature review of key management competencies essential for effective leadership. It delves into critical areas such as customer service, emphasizing the importance of communication, product knowledge, and time management. The report also explores team building, highlighting the significance of motivation, communication, and appreciating individual strengths within a team. Emotional intelligence is discussed, outlining its five key elements and their impact on leadership. Furthermore, the assignment examines LEI interpretation, the significance of writing habits for leaders, and the development of leadership plans. It also covers mentoring, influencing, and negotiation skills, emphasizing the ability to build relationships, analyze problems, and emotionally connect with stakeholders. The report aims to provide a comprehensive overview of the multifaceted aspects of leadership and management within an organizational context.

Running head: DEVELOPMNET ASSIGNMENT PAPER
Development Assignment Paper
Name of the Student
Name of the University
Author Notes

1
DEVELOPMNET ASSIGNMENT PAPER
Table of Contents
Introduction......................................................................................................................................2
Customer service.............................................................................................................................2
Meet and Greet................................................................................................................................3
Team Building.................................................................................................................................4
Emotional Intelligence.....................................................................................................................5
LEI Interpretation and Feedback.....................................................................................................5
Writing the Leadership....................................................................................................................6
Development Plan............................................................................................................................6
Mentor/Finding Balance..................................................................................................................7
Influencing/Negotiator.....................................................................................................................8
Immediate Benefits..........................................................................................................................9
Long term Benefit for organization.................................................................................................9
Conclusion.....................................................................................................................................10
Reference.......................................................................................................................................11

2
DEVELOPMNET ASSIGNMENT PAPER
Introduction
The aim of this assignment is to provide literature review for few of the terms related to
team management and development of Management competencies that includes customer
service, influencing or negotiating with customers and team building capability within an
organisation. The management competencies are one of the essential parts of leadership skills
within an organisation. It can help an organisation to easily communicate with the customers and
also has the ability to influence them at the psychological level. Communication skills are one of
the essential criteria that are needed in the case of team building and management competency.
Few of the other important criteria related to leadership or management competency includes
ability to emotionally influence customers and developed plan for the future leadership
programs.
In this current report, the terms related to management competency will be discussed in
the form of literature review.
Customer service
The purpose of customer service is to ensure customer satisfaction, which is one of the
major component of maintaining brand reputation and popularity of the organisation within the
market. It is essential for every Organisation in this context to look after the needs of the
customer.
Few of the skills related to the customer service, which includes effective communication
skills and the ability to understand with proper knowledge about the demand of the customers.
The customer service is one of the effective skills that are needed for the leaders to deal with the
challenges to maintain high level of customer satisfaction. Verhagen et al., (2014), have

3
DEVELOPMNET ASSIGNMENT PAPER
mentioned about few of the important skills that leaders within an organization need to have in
order to provide effective customer service. It is important to mention in the context that as a
skilful and patient leader it is essential to have the competency to understand the demand of the
customer and their requirements. It is also important for the leaders to have the ability to
effectively communicate with the customers.
Arevshatian and Lewis, (2014), have added in the context that proper knowledge is one
of the essential components that are necessary to deal with the customers. It is only with the help
of proper product knowledge that the leader of a company is able to communicate with its
customers. Time management skill is also essential in the context due to the fact that most of the
customers will not be satisfied with delay in the delivery of the product or service.
Barney and Ray (2015), have mentioned the fact about understanding the psychology of
the customers, which is believed to be one of the key components that can help a company to
fulfil the customer's demand. There are times, when the leaders are not able to meet up with the
demand, which is mostly due to the fact that they fail to understand the psychology of the
customer, thereby ending up to provide poor quality of customer service.
Meet and Greet
The ability to meet and greet the customer is one of the key components that are needed
to provide effective service. Jahanshani et al., (2014), have mentioned about the fact that it is
necessary to have effective communication skills in order to properly greet the customers. Proper
dressing and representation is one of the key components for meeting and greeting the
customers, which can help to create a good impression within the minds of the customers.
Professional level of dressing is an essential component in this context. It is only with the help of

4
DEVELOPMNET ASSIGNMENT PAPER
the effective skills of greeting that will enable the customers to attract towards a particular form
of service. It is also essential for car working staffs to get properly trained that can help them to
have proper training to grow the skills of meeting and greeting.
Team Building
Team building is the process of action, where a group of people within an organisation
work as a single unit in order to fulfil particular objective. Team building capability is one of the
important criteria for management competencies, which is needed to deal with all the major
challenges and issues faced by an organisation while fulfilling their particular business goals. It
is one of the important leadership skills of an individual to have the ability to make a group of
people work as a single unit. Communication skills is also one of the important criteria that
leaders need to have in order to build an effective team, which will have the capability to work
under all type of circumstances.
Hurley (2015), has mentioned that it is important to have proper motivational factors that
can help to enhance the interaction between the members within a team and thereby have the
ability to properly interact. The purpose of various activities that are involved in team building
includes the ability to motivate and groom up each of the team members. One of the important
skills of each of the team members includes the ability to appreciate each other during the period
of task accomplishment. One of the essential components of effective team is the ability to
handle each other’s weakness and make full use of the strength at individual level.
The effective team working capability with the organization is the main deciding factors
that determine the organizational success. As responsible leader of the team it is their duty that

5
DEVELOPMNET ASSIGNMENT PAPER
all the members are being assigned a particular task according to their strength and capability.
This can help on to improve the overall productivity of the team (Dyer & Dyer, 2013).
Emotional Intelligence
Emotional intelligence is one of the essential skills for deleted which can help them to
manage and control the emotional psychology of others. According to Miller (2015), there are
five key elements of the emotional intelligence that are needed to deal with effective leadership.
Self awareness is primary elements in this context, which can help an individual to understand
their Personal emotional strengths and weaknesses. This can enable the individual to react
according to individual situations that is achieved with high level of self awareness.
Self regulation is also an important skill that is achieved with the help of most of the
effective skills related understanding each other’s value. It is also one of the duties of the
leaders to have the ability to rectify their own mistakes. The leaders also need to have the ability
to motivate them and have the ability to emphasize the success of the team. Finally it is essential
to have effective social skills, which is another essential component for having high level of
emotional intelligence. This can be achieved with the help of effective communication skills.
LEI Interpretation and Feedback
Getting proper feedback is one of the essential components of providing effective
customer service quality. However, it is essential for the organizational leaders to have the ability
to understand and properly interpret the feedback of the customers, which can help them to bring
about significant changes for improvement of service quality. According to the work of Tonkin

6
DEVELOPMNET ASSIGNMENT PAPER
et al., (2016), Proper statistical and mathematical tools can be used by the interpreters, in order to
draw proper conclusion from the data that are collected in the form of customer feedback.
Changes or modifications within the service can be done based according to the information that
is available from the feedback.
Writing the Leadership
It is one of the important part of effective leadership is to have the habit of writing up
things that is necessary for future references. One of the effective skills of leadership is to have
the ability to take a note in their own terms about the matters related to the every organizational
incident (Erskine et al., 2017).
The writing habit can also help the leaders to deal with the challenges of interpreting
every situation according to their own convenience. This can also help the leader to have the
ability to interpret any particular situation and thereby have the ability to take necessary actions.
Development Plan
The developmental plan that is made within an organization is mainly based on the ability
to provide customer service, team building and the capability to influence the stakeholders.
Effective customer service is another important part of the developmental plan, which is being
implemented by a leader. It is essential for an organisation to decide upon its development of
customer service depending upon the available budget within the organization. For example,
with the high level of Technological in structure within the organisation it is possible to
implement and introduce with the system of web chat support that can allow the customers to use

7
DEVELOPMNET ASSIGNMENT PAPER
the mobile devices to connect with the company officials. It is also possible for the organisation
to hire experienced customer care executive, who can help to deal with all types of technical
issues encountered by the customers after purchasing of any products.
The developmental plan also needs to include the feature for team building, where all the
components related to the team work can be fulfilled effectively. Each team within the
organization needs to have effective Planning at individual level, which can help to deal with
individual level of challenges.
The negotiation skills of the leaders are also one of the important parts of the
development plan, which can help in the matters related to influencing the customers. It is
essential for the leaders to take part in negotiating skill development, which can be a part of the
organizational developmental plan. .
Mentor/Finding Balance
Mentoring is one of the essential parts of every leader, where they are able to provide
proper Guidance to all the organisational workers. It is also one of the important skills of a leader
to have the ability to discover balance under every situation. It is the duty of the leaders to ensure
that they provide proper guidance the workers, which can help them to discover balance between
various elements within the workplace.
It is important to mention in this context with the help of proper balance, it is possible to
deal with all forms of challenges and stress that are encountered by the workers within the
organizational levels.

8
DEVELOPMNET ASSIGNMENT PAPER
Influencing/Negotiator
One of the important skills, which are related to the effective leadership of an
organisation, includes the ability to influence people or negotiate with them related to the terms
and conditions of the workplace. The important components of negotiation skills include
effective capability to maintain interpersonal relationships with the stakeholders. It is also the
duty of the organisational leader to maintain healthy official relationship with all types of
workers. This can help them to Influence and negotiate all types of workers at the workplace
about important matters related to skill development process. Druckman and Rosoux (2016),
have mentioned that one of the important skills of every negotiator is the ability persuade and
influence others, without using any forms of unethical manners.
One of the effective skills that are essential part of negotiator is the ability to analyse the
problem and determine every possible solutions. Negotiator also need to have the capability to
analyse the current situation with similar past incidents, which can help them to determine the
possible outcomes. Hence, it is important for them to have high level of experience.
It is also essential for the negotiator to have the capability to emotionally control the
listeners. This is usually achieved with the help of effective verbal and nonverbal communication
skills. With effective communication skills, it is possible to convince the workers at emotional
level. Moreover, with the help of effective decision making ability within brief period, it is
possible to deal with every challenging situation within the workplace. With proper maintenance
of the ethical standards, it is possible to ensure that all the workers within the organizational
team are able to maintain high level of trust upon the leaders.

9
DEVELOPMNET ASSIGNMENT PAPER
Immediate Benefits
The immediate benefits that can be obtained with the help of the project include the
communication skill development process. This can help in the process of skill development and
thereby have the capability to deal with the issues related to team building within the
organization. The immediate benefits of the projects also include the matters related to the
building of unity among the team members, which will enable them to deal with the challenges
and issues within the workplace.
The competency skills that I have developed with the help of the project will help in the
process of strong career building process. With the help of the communication skills, it is
possible to provide better level of customer care support, which is one of the important
components related to improving upon the service quality of the organization.
Long term Benefit for organization
Due to effective team building within the organization, it is possible to improve upon the
overall activity of the team. This is done due to the fact that within the team, every worker is able
to do their job according to their capability. It can also enable the workers to overcome upon
their weakness and deliver according to their individual capability. This can be due to the fact
that most of leaders within the organization are able to boost upon the motivation level within the
employees. This can be achieved by the fact that most of the workers within the organization are
freely able to communicate with the team leaders and managers.
The team leaders are also responsible for providing up with better level of knowledge for
the workers, which will enable them to deal with the extra challenges within the workplace.
Hence, with the help of the matters related to the effective team leadership, it is possible to deal

10
DEVELOPMNET ASSIGNMENT PAPER
with the matters related to improving upon the competency of the workers and improve upon
their practical and theoretical knowledge among the workers.
Conclusion
In the concluding note, it can be said that team building, customer service and the ability
to influence the people are few of the major competency that needs to be developed in the cases
related to improving the productivity within the workplace.
With the help of this project, I have been able to gain significant knowledge related to the
competencies that can be developed with the help of the skills related to the team building. It has
also helped me to develop upon the skills related to the competency for the leadership that is
needed to deal with the challenges related to organizational culture. It will help me to develop
upon my skills related to providing effective leadership within an organization. As a leader I will
also have the capability to influence and negotiate with other workers within the organization.
This will also help me to work as a effective unit as a part of the team.

11
DEVELOPMNET ASSIGNMENT PAPER
Reference
Arevshatian, L., & Lewis, R. (2014). They just don’t really get it: exploring the wellbeing of
customer service workers in healthcare.
Barney, J., & Ray, G. A. U. T. A. M. (2015). How information technology resources can provide
a competitive advantage in customer service. Planning for Information Systems, 3(2),
444-460.
Druckman, D., & Rosoux, V. (2016). Focal points and turning points in negotiation: A
comparative analysis. Negotiation Journal, 32(2), 127-150.
Dyer, W. G., & Dyer, J. H. (2013). Team building: Proven strategies for improving team
performance. John Wiley & Sons.
Erskine, C., Fitzgerald, T., & Nixon, J. (2017). Cosmopolitan perspectives on academic
leadership in higher education. Bloomsbury Publishing.
Hurley, R. F. (2015). Personality and Customer Service in Retail. In Proceedings of the 1996
Academy of Marketing Science (AMS) Annual Conference (pp. 58-63). Springer, Cham.
Jahanshani, A. A., Hajizadeh, G. M. A., Mirdhamadi, S. A., Nawaser, K., & Khaksar, S. M. S.
(2014). Study the effects of customer service and product quality on customer satisfaction
and loyalty.
Miller, B. C. (2015). Quick team-building activities for busy managers: 50 exercises that get
results in just 15 minutes. AMACOM Div American Mgmt Assn.