Leading and Managing Change: Leadership Theories and Models at EY

This report examines leadership and change management within EY, a multinational professional services network. It discusses the impact of changes, particularly those driven by COVID-19, on the organization's services and employee practices. The report differentiates between leadership and management, highlighting the importance of skills such as communication, coordination, and motivation. Transformational leadership is identified as a particularly effective style during periods of change, enabling leaders to analyze situations, identify needs, and implement appropriate strategies. The change process is outlined in five key steps: preparing the organization, crafting a vision and plan, implementing changes, embedding changes within the company culture, and reviewing progress. The report emphasizes the role of leadership in guiding employees through change, fostering innovation, and ensuring the successful adaptation of services to meet evolving customer needs.

Leading And Managing
Change

Table of Contents
Overview-........................................................................................................................................3
Leadership V/S management and change management..............................................................3
Type of leadership works better during change..........................................................................5
How would leadership offer during change................................................................................7
Theories of change management and models of leadership in context of underpin work..........9
Sum up-..........................................................................................................................................13
REFERENCES..............................................................................................................................16

Overview-
Change is one of the strategic management actions that use to move a company or business
from where it is currently now to where it wants to be in the future. It can be distinguished into
three forms, such as transitional, developmental and transformational change that directly impact
overall management activities. It impacts practices either in positive or negative manner. The
current assignment will be based on EY, which falls under list of top multinational professional
services networks in the United Kingdom. This study will explain area of current change within
chosen company and define procedure of change. Furthermore, this report will describe manners
through which change would be managed and will also justify appropriate form of management
and leadership that will works best during change. This assignment will clarify how leadership
offer during entire procedure and explain theories of change management as well as concepts of
leadership to underpin work within chosen firm. The main reason for selecting current topic is to
determine process of change and its affect. Along with this it is essential to understand the
different leadership style and how these can be implemented in practice.
Leadership V/S management and change management.
Leadership is all about the getting things such as organizations performance etc. done
with skilled and experience people to comprehend as well as believe in the vision which is sets
by EY and to work with firm in order to achieve its strategic goals and objectives in effective
manner (Harries, Jenkins and Kaufman, 2020). Meanwhile, management is more about the
administering and making sure about the day to day activities which are happening as they
should be complete in effective manner. Leaders have best quality to improve employee
performance by motivating them for proper management in effective manner. Management is
help to maintain work with proper justification in order to achieve goals and objectives of
company in effective manner. To become an effective leader certain skills are required such as
effective communication, coordinative, team work and motivation. Along with these, in order to
become an influencing manager, individual needs good decision-making skills, planning,
organizing, and interpersonal skills. A leader may carry some attributes, which made them
successful, it includes ability to delegate, self awareness, influence and empathy. Certain
qualities or attributes require among manager for example, they may be able to build a positive
work culture at workplace.

There are various changes occurs due to COVID in the organization. EY face some issues
and changes that put negative impact on its business. The biggest change that affect firm due to
COVID is modification in demand and needs of consumers and for essential versus non-essential
retail goods. For example, most of the people due to pandemic are unable to make investment in
profitable project, and things such as property selling, which put negative impact on services of
company because they attempt to sell and buy property. In addition to this another change which
come through the current situation that is product market regulation in retails sector. There are
various changes have been made with COVID which are given negative impact on the business.
There is having complete process changes which is consciousness raising, dramatic relief,
helping relationship, reinforcement management and stimulus control at the workplace in
effective manner (Koleci, 2019). There are five steps of change process management which are
help tom manage complete changes at the workplace. Explanation of those are as follows:
Prepare the organization for change:
That is very important and effective process of change management which is created
positive impact on the business. For an organization to get effective success purse and implement
change, it must be prepared in both manners logically and culturally help to make positive
changes at the workplace (Below, 2020). For instance, when EY has made their employees
adaptable to change then this may assist to manage change in systematic and effective manner.
Craft a vision and plan for change:
At this stage, organization is ready to accept changes in proper manner. For that here is
EY may craft a new vision and plan for change (Rosenbaum, More and Steane, 2018). This help
to bring varied benefits for company because now employees are able to work as per the vision.
For example: when management is not followed this step then they can face more issues within
company which may put negative impact on their work. These are the steps for process of
effective change. Workers felt that they have been led through process of change when leader
guides each of them and take their reviews reading change.
Changes implement:
After making complete plan it has been created all the remains is to follow the step of
outline within it to implement the required changes in proper manner. At this stage, management
of EY need to work with strategies which are help to increase demand of essential products
which have the basic needs of customers. For example: When company is not plan about the

strategy then company faced various pro different issues with that in negative manner. Through
that, management is able to managed changes in effective manner within the workplace of EY.
Above steps may led through procedure of change, because it made company able to take better
initiative in term of creating vision, which drive the attention of workers accordingly towards
conducting better practices.
Embed changes within the company culture and practices:
Organization can manage change successfully in context of their services by emending
within organizational culture and management practices. Leaders and managers comes to this
phase after passing above stages. According to this step, management must prevent reversion to
prior status quo because it is usually essential for current change procedure relate to services and
products offer by firm. Without embedding change within business culture and practices of
manager or leader, company could not be able to manage its plan systematically.
Review progress and analyse results:
The last and most important stage of change management is current one because without
reviewing work and analysing outcomes, firm is unable to manage entire act in systematic
manner. Manager should use appropriate methods such as situational, internal and external
environmental analysis & then review plan which relate to change in customers services that
could help venture management comprehend whether modification initiative is achieved, failure
of mixed outcome. By conducting this practices, administration can offer useful and valuable
insights and teachings that could leverage in further change attempts. Leader may use these
methods as well because it means a lot to them in term of analysing overall situation which made
them able to take better action in the context of change management. Leader achieves these with
their team by conducting collaborative practices.
Type of leadership works better during change
Change is a part of business success and growth, it drives attention of management towards
the most important elements that bring several opportunities and provide a lot of benefits
(Appelbaum et.al., 2018). During change in consumer services and workers practices, specific
leadership work the best. It can be considered as art of encouraging and inspiring team of skilled
and talented workers to act towards gaining competitive advantages and achieving set aims as
well as objectives of business, which is really very important to gain for any venture or firm.

From the above discussion relating to the transformational leadership style which is a better style
allowing the leader the take action with respect present situation (Coban, Ozdemir and Pisapia,
2019). This creates a great impact over the performance of the employees with help of
transformational leadership and can impact it in positive and negative manner. Transformational
leadership style encompasses set of skills and attributes such as empathetic, motivation, effective
communication, coordination, and collaborative skill. These can be achieved through change
process by taking part in employees activities and enhancing their motivational level.
The entire change happens due to COVID-19, and because of it all the safety measures and
rules within companies has changed. It impacts the way people perform or act within chosen
company, and in context of overall situation transformational leadership style is the best because
it permits leader and their team members to analyse and identify need for change, then chose
appropriate tactic and activity, which in return allow workers to work even better within it and
strengthen to provide excellent customers services without making any mistakes that could affect
their satisfaction level and expectations towards brand (Alqatawenh, 2018). It effects demands of
change upon organizational provision, which is unpredictable. It brings a lot of challenges and
create complexities for leadership role, which is not that easy to overcome.
There are ranges of leadership styles are accessible that leaders during change because of
COVID-19 could utilize and get benefits. They may use transformational leadership in EY
because it is one of the most commonly use forms that help to lead and manage change. It
recognizes as effective concept or theory, which can encourage leader to perform with his or her
team member, weigh several variables in workplace and select the best options that fits aims and
circumstances. In recent time, many companies are facing challenges and problems due to
COVID-19, it experiences change within previous management practices and ways through
which they serve its services and delivery products to number of consumers (Guan, Deng and
Zhou, 2020). During this situation, leadership is the only source that help to manage each act and
performance of workers in systematic manner. Leaders could no longer and forever lead solely
base on positional authority as they need particular skill and competence which allow them to
lead a team of employees for longer period.
It is one of the best leadership theories that leader can use as it allows them to works with
employees and conduct collaborative practices. With chosen style leader could motivate existing
and new staffs in order to determine why change is important, developing a goal to direct change

via, guidance, executing and inspiration in tandem with knowledgeable and highly committed
employees, it is essential and integral element of complete range leadership concept (de van der
Schueren et.al., 2020). This style of leadership permit leader to encourage, motivate and
influence their candidates to innovate and develop change in services due to pandemic that could
assist to progress and shape further success of business.
Transformational leader within organization have appropriate concentration on
intellectual stimulation more than servant leader, they can emphasize creating workers’ personal
potential and facilitating personal progress whereas, leader with transformational style of
leadership emphasize improving and enhancing staffs’ creativity and ability as well (Farahnak
et.al., 2020). This form is especially suggested for effective and efficient change management
procedure; it is a kind of suggestion.
Transformational leadership style allow leader to be willing to take risk or challenge in
order to gain success and grow venture in proper manner and aims in reduction of ineffective
systems & procedures (Busari and et.al., 2019). The overall success of change in customer
services can found to be relied on chosen leadership style of leader through which they could be
capable to influence and ultimately modify behaviour of staff, groups of people and company at
wide. With this leadership, leader can act as role model and driver in context of change
procedure. They can inspire people without micromanaging and could trust on each of them to
take power over decisions in his or her assigned roles and responsibilities.
How would leadership offer during change
Leadership is define as process that a leader adopts to direct, influence and guide work as
well as behaviour of others towards achieving specific aims and objective of business like
providing better and appropriate services to customers by considering negative aspects of current
pandemic named COVID-19. Above term is the competence of leader which they may use to
induce applicants to work with any situation of change (Semedo, Coelho and Ribeiro, 2018). It is
also referring as ability to motivate people at workplace towards considering aim of company
which is to cater excellent professional and real state services to buyers. During change in
current practices, leadership would be offered by providing directions and guidance to
employees who are offering services and products to each customer of EY. Leader could guide
all the workers about wear mask all the time especially when they are surrounding consumers
and other people as well. The current force lead to disruption in professional services since late

February and into first week of next month. It could be managed by following and using
particular leadership form and that is transformational leadership through which leaders with
team members identify possible ways and right path in context of providing services to
individual customers without making mistakes. In term of essential characteristic, effective
communication, adaptability, flexibility and decision-making attributes require for
transformational leadership, which made leader able to make change to be successful in complex
business environment where pandemic have affected the whole world.
Leaders within organization can offer appropriate suggestions by using their leadership
style to employees in the context of their work, during change in services by taking right action
and following the guidelines relate to health safety precautions, which allow them to take better
care about themselves and consumers (Lin, Scott and Matta, 2019). Along with the proper
leadership the most essential thing for EY is to effectively use all the function of management.
These function involves the use of proper planning, organizing, directing, controlling and
coordinating. When all these functions of management are being used and implemented in proper
and effective manner then this may improve the working and adaption to change in proper and
effective manner.
EY is well-known organization which provides, services related to real estate sector,
professional services, assurance, advisory and tax consulting services to people. It works
collaboratively and effectively across issues face by people to sell their properties and buy new
one for themselves (Bushe, 2019). Due to Corona Virus, the overall performance and
management practices has been affected and because of that firm need to change everything in
context of consumer services. Transformational leadership would appropriately and successfully
implement during modification in existing service standard and worker practices in EY.
One of the most essential fact about selected leadership is that it allows leader to treat
employees in influencing manner, which is quite important. It provides different benefits in term
of increasing performance level of staff members as it is possible by encouragement individual
and providing training & development as growth opportunity instead of barking orders (Elrehail,
2018). Leaders should direct employee or service provider about how to follow rules, guidance
and other practice that provide valuable services to people in term of tax consulting and advisory
services to Britishers.

COVID-19 is one of the biggest external factors that affect the whole world in negative
manner, it changes the way people live, eat and take decision relate to products or services
purchase (Bartsch and et.al., 2020). Leadership during this circumstance encourage staff to
identify the impact of change upon venture and motivate them to determine needs of buyers
which could help to serve quality services accordingly. Leader can guide people after change in
regard to how to use mask, wear hair cap and how many times sanitize hand especially while
serving services to people (Canterino and et.al., 2020). EY bring companies and other people
who are able to provide money, together to drive change in community & society and deliver
better services across the United Kingdom. Leadership could help in process of change as it
allows employees building effective and strong connection between firm and other companies
who provide excellent services that help to overcome negative impact of pandemic.
Transformational leadership as effective form could assist firm keep honest, ethical and open
which is essential to serve products and other things to people who needs it.
Theories of change management and models of leadership in context of underpin work
There are different types of theories and concepts are available in the world of business in
context of change management, which EY and its leader could use as it assists to manage change
within organizational business environment due to pandemic (Sulistiyani, Ali and Astuti, 2020).
Along with effective leadership it is also essential for the company to have effective management
as well. This is particularly because of the reason that when the leader will effectively manage
the changes then the changes will be implemented in proper and effective manner.
It can use ADKAR model as change management that has been described below (Houben
and et.al., 2020).
ADKAR theory of change-
It considers as goal oriented tool which makes everything possible for varied change
management groups to concentrate on those activities and actions that are directly relate to aims
of company, however chosen brand goal is to provide right and suitable services to needy people
in the UK who suffers from varied issues. It stands for-
Awareness-
Leader and manager by working together can manage change where employees need to
modify its current practices according to government laws and rules especially for consumer
service centres or organizations like EY (Da Veiga, 2018). Leader should aware people about

what things need to be changed because of pandemic while serving services to whom who wants
it the most. They have to generate awareness about everything like new rules, policies and safety
precautions or guidelines given by national and international authority. Leader and management
by using effective approaches must aware all its workers about requirement for making change in
services which require a lot of efforts and time as well as it modify their performance. With help
of effective management the company can make the employees aware of the intended change.
Desire-
Leader need to follow all the guidance and directions that above chosen model describe
in order to manage change and work with it for longer period which is essential to provide better
services. They identify the desire about change and then motivate staff to participate in overall
procedure which is really very important as it enables them to perform systematically, without
taking too much stress. Employee participation in change process could definitely work
magically as it brings benefits in form of building strong team of players who are wearing mask
and following this act while serving services (Schuster and et.al., 2018). By proper management,
EY change can be explained in such a manner that a desire is being created among the
employees to adapt to the change.
Knowledge-
Leader along with above actions and activities can manage change at workplace and
performance of workers which shows modification among services with spreading knowledge
and allow staff to understand how it would be done. They should guide that by sanitizing hand
and guiding customer’s the same thing employees change bring benefits and serve the best
during pandemic because people are not face of it but it is risky for them as their lives are
nonetheless being changed in profound manners. Change in service planned for each customer
due to COVID-19 is a universal issue or crisis, that leader can handle by applying and taking
right actions like above one.
Ability-
Leader could boost the performance and ability of workers to incorporate change on
continuous basis which is important and useful activity from workforce side that allow EY to
provide better services without making any compromise in quality. They may motivate staff and
allow them to perform with them which is actually quite essential technique used to make them
ready for taking part in procedure successfully and appropriately. Furthermore, effective

communication is another source that they can use to increase and enhance ability of staff in
context of serving services according to change occur due to pandemic.
Models of leadership-
Transformational leadership is the best concepts that leader can use as it underpins its
work while serving their services in EY during Covid- 19, which is quite challenging task and
situation, as it they need to do a lot of attempts and hard work to overcome this critical condition.
This leadership concept will assist the EY leaders and management, to manage the work of
employees and allow to implement all the changes takes place in external environment.
Leadership models such as transformational leadership assist company in making the employees
understand the change in detailed manner and then adapt to these changes in easier manner.
Along with this management may also make it easier for the company to implement and adapt to
changes in intended manner.
Tuckman's team development theory-
It is one of the best and most effective team development models that has been utilized by
many leaders and managers to build an effective team as opposite to ineffective at workplace. It
encompasses key five stages, which help management to build team of skilled and talented
people, who are able to accept change work accordingly.
Forming-
At initial period, leader may attempt to make their team ready to accept change that have
taken place in the world of business due to COVID-19 and because of this the demand of
consumers may change that put negative impact on EY provision. They may do so by providing
appropriate guidance of each of them, about wearing mask, making social distancing and other
changes that are important to accept. The directions of leader play vital role in the context of
overall process, it helps to build an effective group who are ready to accept change and perform
to overcome its negative impact on venture growth and success.
Storming-
After passing above phase, leader move to second where they also attempts to build team
of skilled and knowledgeable as well as talented peoples, who accept the change of COVID-19
in their company and work by following new rules. Under this phase, leader effort to handle
conflict, and provide clear reason behind modifications that may taken place due to pandemic.
Here, leader may provide coaching to existing and new workers, which made them able to

understand the reason behind change implementation and boost their morale to take initiative in
the context of entire process.
Norming-
In order to make workers fully ready about change acceptance, and boost their morale,
leaders may take action to specify roles and responsibilities to each applicant, which allow them
to work accordingly and enable to achieve strategic goals and objectives of EY even when
situation is critical due to pandemic. Furthermore, along with this initiative, they may provide all
facilities to each member in term of sanitizing their work area and take major actions to protect
their life from harmful factors.
Performing-
In term of providing information about vision, mission and aim, leader may take initiative
to create transparency between management and workers, which is quite important for everyone
in recent time where one needs supports from each other just to make work complete and provide
quality services to customers according to their expectations which does higher due to pandemic.
Adjourning-
Leader may build effective and productive team at workplace in EY by recognizing their
attempts and appreciating them for their hard work and unexpected contribution, which may
drive company towards success and growth.
Illustration 1: Tuckman Theory of Team Development
(Source: Tuckman Stages of Team Development, 2021)