The Developing Manager: IHG Report on Management Styles and Skills

This report, focused on the 'Developing Manager,' analyzes various management styles employed in organizations, with a specific emphasis on InterContinental Hotels Group (IHG). It compares different management approaches, including directive, authoritative, affiliative, and participative styles, highlighting the characteristics of effective leadership, such as communication skills, decision-making abilities, and creativity. The report evaluates IHG's communication processes, encompassing formal and informal channels, as well as upward, downward, and horizontal communication. It further examines organizational culture and change management within IHG, referencing Handy's organizational culture types. The report includes a self-assessment of management skills, a personal SWOT analysis, and the setting of objectives for professional development. It concludes with a discussion on how managerial and personal skills support career advancement.

THE
DEVELOPING
MANAGER
1

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Comparison of different management styles used in organizations.......................................3
1.3 Evaluation of communication process of IHG:......................................................................5
1.4 Analysis of organizational culture and change:.....................................................................6
TASK 2............................................................................................................................................7
2.1 Assessment of own management skill performance..............................................................7
2.2 Personal SWOT analysis........................................................................................................8
2.3 Setting and prioritizing objectives and targets to develop own potential..............................9
TASK 3............................................................................................................................................9
3.1 Lead and motivate a team to achieve an agreed goal or objective.........................................9
3.2 Justification of managerial decisions to achieve goals and recommendations for
improvement..............................................................................................................................10
TASK 4..........................................................................................................................................11
4.1 How own managerial and personal skills will support career development........................11
4.2 Review of development needs, current performance and future development plan............11
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14
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INTRODUCTION
Development refers to a process of enhancing one’s own skills and abilities to effectively
manage functions and operations of the organization in order to achieve professional and
personal objectives (Boso, Cadogan and Story, 2013). This process involves enhancement of
leadership styles, social and cultural development, communication skills etc. The assignment is
based on InterContinental Hotels Group (IHG), a British multinational hospitality firm
headquartered in Denham, United Kingdom. The report involves comparison of different
management styles used by companies to maintain the quality of their service to satisfy the
customers. It also includes description of different leadership skills, communication process and
organizational culture of IHG. In addition to this, it involves how management skills
performance, personal strengths and weaknesses and set objectives could help in achieving
desired objectives. Lastly, how own managerial and personal skill would support career
development is briefly discussed.
TASK 1
1.1 Comparison of different management styles used in organizations
Management is the process of planning, organizing, directing and controlling activities of
the organizations to achieve its overall objectives (Edmonstone, 2015). This process helps
companies optimally use its resources and achieve the objectives in a productive and profitable
manner.
It is essential for companies to be appropriately managed by its leaders, management and
employees. Administration of firms must gather information about factors that could drive the
business towards profitability and must have experience to handle difficult situations overtime.
The key management styles adopted by companies to succeed are mentioned below:
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 Directive Management Style: This style is more of a coercive style to make employees
work according to the managers. They control employees closely and give direct orders
to them in-obedience to which would serve punishment to employees. Authoritative Management Style: In this management style, authoritative ways are used
to take decisions by managers of the organization. It aims at providing a vision and long-
term direction to company’s employees. Affiliative Management Style: This management style values people more than the
operations of the company. It aims at spreading harmony within the organizations.
Emphasis of this style is on avoiding conflicts and developing good relationships among
employees (Crouch and Housden, 2012).
 Participative Management Style: It focuses on participation of employees in managerial
tasks and decision-making of the firm. The main aim of this style is to build consensus
and commitment among employees. It also helps to engage employees more and give
their maximum input.
The management style used by IHG and Carnival Corporation & Plc is described below:
INTERCONTINENTAL HOTELS
GROUP CARNIVAL CORPORATION & PLC
Participative Management Style: Firm
adopts participative management style to
manage the organization. The company
aims at cooperation from its employees
without forcing their choices on the
subordinates. Every decision taken at the
firm considers inputs from individuals
which ensure their long term commitment.
The managers under this type of
management style offer opportunities to
employees to contribute in leadership
processes of the firm (Wilton, 2012).
Authoritative Management Style: This firm
adopts authoritative management style.
Diverse aptitudes are used by managers of
the firm to manage the firm successfully.
The director of the firm poses the ability to
coordinate employees within the firm. For
most part of the job, the director of the firm
would not counsel with their employees on
various decisions taken by the firm. The
decisions of managers must be followed by
subordinates as they possess the authority in
the firm.
1.2 Leadership characteristics required in organizations
In travel and tourism sector, it is very important for the leaders to have specific
characteristics to effectively lead the employees as well as the whole organization towards long
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term success. In IHG, efficiency and performance enhancement of employees depends heavily
on the skills and competence of their leaders who are responsible to guide them through their
business activities. The characteristics required for leaders of IHG are as follows:
 Effective Communication Skills: In hospitality, it is essential that leaders and managers
must possess effective communication skills to deal with customers, employees as well as
people outside the organization. Effective communication is very important in IHG as it
helps the leaders to establish a competent and efficient communication within the
organization (Ouakouak, Ouedraogo and Mbengue, 2014). Moreover, such skills help the
leaders to motivate employees of the firm and increase their potential in performing their
duties (Top 10 Leadership Qualities That Make Good Leaders, 2018).
 Effective Decision-making: A good leader is determined by his decision-making power.
He must take subtle but appropriate decisions which are fruitful for the firm as well as its
employees. During times of extreme pressure, leaders of the firm are responsible to
driving out organization from these complex situations by taking effective decisions.
 Creativity: A leader must implement strategies that are innovative and creative. Leaders
at IHG must be creative enough establish innovative practices within the organization.
They must also have the ability to introduce creative methods of working to ensure better
commitment from employees and enhance their job satisfaction.
Various Types of Leadership Styles Autocratic: This leadership style allows leaders to take their own decisions without any
participation of employees of the firm. Democratic: This style focuses on involving the subordinates as well as other members
of the organizations in decision-making. With proper consultancy and taking inputs from
all the staff in an appropriate manner, companies derive and implement strategies and
plans for effective running of business.
 Laissez-faire Leadership: This leadership style gives power to the lower management of
the organizations. There is no interference of upper management in decisions taken by the
workforce and there is a liberal way in which IHG organizations operate (Katamba,
2012).
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1.3 Evaluation of communication process of IHG:
Communication is the process of transferring information within an organization. In
tourism and travel, communication plays a vital role in enhancing customer experience and the
levels of their satisfaction. Moreover, communication strengthens an organization from within
which helps it gain a competitive edge. To effectively run an organization, different
communication processes are implemented by different companies according to their needs and
nature of their firms. The communication process of IHG is as follows:
Formal and Informal Communication: The most common type of communication
found in an organization is formal and informal communication. Inside IHG, both of these
channels play a vital role in transferring information within the firm. Formal communication is
effectively established in the organization and majorly followed by all the key stakeholders of
the company. Formal communication ensures the transfer of information in a more reliable
manner within the company. Since evidence is present of all such communication, it is hard to
distort information under this channel. It seems more professional as compared to informal
communication as there is a chain of command to transfer information within the company
(Hendricks and Cope, 2013).
Upward, Downward and Horizontal Communication: This structure of transmitting
information within an organization helps the firm to effectively plan and develop strategies
effectively. It ensures proper flow of information within the company. The flexible nature of this
structure helps in speedy flow of crucial information at times of pressure. Upward Communication: IHG uses this channel to direct the flow of information
upwards i.e. from lower to upper management. It is very useful for the firm as it enables
employee feedback for a plan or strategy. Downward Communication: The flow of information under this channel is downwards.
IHG uses this channel to ensure participation of the lower management.
 Horizontal Communication: The flow of information in this channel is sideways i.e.
horizontal. This channel is useful for employees of various departments to communicate
with each other (Parker, 2012).
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1.4 Analysis of organizational culture and change:
Organizational culture includes all the cultural aspects within a company such as values
and behaviors which constitute the social environment of an organization. Change refers to the
shift from existing pattern of work. IHG focuses on changing the strategy and working pattern to
enhance customer satisfaction from the group. It conducts different training programs for
employees so that they work efficiently even when the firm change its methods. It is very crucial
for organizations to adopt culture which best serves their purpose. According to Charles Handy,
the organizational cultures are: Power Culture: In this culture, only few individuals in the firm have access to power.
This culture is mostly result oriented with few rules and regulation imposed on
employees. This culture best suits in quick decision-making (Busch, 2013). However, its
nonparticipating nature might hinder performance of the organization in long run. Task Culture: This culture focuses on the tasks the company needs to accomplish to
achieve business objectives. Power often shuffles between individuals working in a team
depending on individual expertise on tasks undertaken by the organization.
 Role Culture: This culture is a highly controlled one and is based on rules. People within
the organization are familiar with their roles and responsibilities. These organizations
have a long chain of command. Power in this culture lies with individual as per their role
in the company’s structure.
IHG follow role culture as their organizational structure. This helps the firm to effectively
use power and carry out the tasks in an appropriate and systematic manner.
TASK 2
2.1 Assessment of own management skill performance
Tours and travel industry requires its employees to be efficient in order to provide best
service to its employees and conduct their duties professionally (Puffer and Braithwaite, 2016).
As a Management Trainee, it is essential that I assess my abilities improve my performance at
my workplace. Decision-Making: For effectively carrying out my duties, it is required for me to take
complex decisions in my organization. Effective decision-making would help me
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eradicate the threats and grab opportunities that serve well for me in the long run. I rate
myself 3 out of 5 as I possess decent decision-making power and with few training
programs, I would be well trained for complex situations too. Communication: Managers must have outstanding communication skills in hospitality to
attract more clients and enhance their experience (Kraft, 2012). I have always
emphasized on using precision while communicating and I continue to work on my
language and writing skills. Thus, I rate myself 4 out of 5.
 Leadership: For effectively manage the employees, managers must possess leadership
skills. However, I tend to fail sometimes in managing the team during complex activities
and pressure. I still require training sessions to enhance this skill of mine. For this, I
would rate myself 2.5 out of 5.
2.2 Personal SWOT analysis
For effectively manage and conduct my activities, I would conduct a personal SWOT
analysis. It would help me to find my strengths and opportunities, I can grab at my workplace. It
would also help me find my weaknesses and potential threats so that I can develop ways in
which I could eradicate the same and enhance my performance (Schaper, 2016).
STRENGTHS WEAKNESSES
I excel at communication which can be a
contributing factor to my career enhancement
in hospitality. Moreover, I possess impressive
reasoning capacity that would enable me to
deal with clients and solve their issues. Also,
I am adaptable which makes me sufficient to
operate even in extremely dynamic
situations.
My biggest weakness is lack in leadership
skills. This weakness can hinder my
performance in the firm. I lack in effective
time management too which is essential to
enhance the experience of the customers.
OPPORTUNITIES THREATS
Through effective training and developing
programs at the firm, I will be exposed to
certain opportunities that would help me
increase my performance and enhance my
service quality.
An ongoing threat in this industry is that the
firm might find a better alternative than me to
serve the firm. I shall work efficiently I order
to reduce this threat.
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To eradicate my weaknesses, I shall focus on reading journals and indulging myself in
training programs so that I establish myself as a contributor to company’s success in providing
quality service to its customers.
2.3 Setting and prioritizing objectives and targets to develop own potential
Objectives refer to long term goals set to succeed in the long run whereas targets are short
term goals to ensure success in a short span of time. However, appropriate planning is required to
set and prioritize objectives (Smith and Barrett, 2016). My objective of developing manager in
InterContinental Hotel Group would be to effectively manage time to carry out my daily duties
effectively to achieve firm’s objectives. To develop own potential, however, it is necessary for
me to prioritize development of leadership skills and time management. Leadership skills would
help me to get maximum output from my subordinates and time management skills would allow
me to conduct activities in a timely manner. I plan to indulge myself effective training programs
and research focusing on developing these skills. Moreover, observing and interacting with
seniors would also create a long term impact.
TASK 3
3.1 Lead and motivate a team to achieve an agreed goal or objective
For developing manager of InterContinental Hotel Group Hotel, right motivational
techniques and regular support hold utmost importance when comes to achieve a set objective.
IHG has an objective of enhancing its productivity to achieve this objectives. It also plans to
increase performance of its employees. As per the developing manager, the steps undertaken to
lead and motivate the team to achieve this objective is mentioned below:
 Appropriate alignment of objectives: For any organization, its objectives must be aligned
in a structured way that can easily be subdivided among the employees so that they could
be achieved in a timely manner. Moreover, these professional goals must align with the
personal goals of employees to ensure their commitment in the firm (Loshin, 2012).
 Motivation: This is the key to increase efficiency. For retaining efficient employees, the
firm must use Fredrick Herzberg theory. This theory suggests that effective non-monetary
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benefits must be given to employees which could increase their job satisfaction.
Moreover, it would ensure more investment of these employees in the firm.
 Work culture: To accomplish the set objectives, friendly work culture must be adopted
by the firm. This would enhance the coordination among employees and would help to
increase employees’ efficiencies. Working together in a friendly environment would
boost their confidence and tasks could be completed in a timely manner.
3.2 Justification of managerial decisions to achieve goals and recommendations for improvement
Decisions are an important aspect required for development of a firm. Success or failures
in achieving set objectives depend heavily on effective decisions taken by managers. These
decisions can be regarding the health of the employees, training given to them or work culture
followed in the organization. Customer attraction is a crucial objective of the firm and as a
developing manager for IHG; there were certain decisions that were taken in order to achieve
this objective that are described as under:
 Enhancing Customer Relationship: More personalized connection with customers
develops their interest and they tend to engage more with the firm. This decision is
profitable for the firm in the long run as customers tend to visit places which give them
importance. Regular customer feedback and spontaneous assistance would enhance the
firm’s reputation as well as expand its customer base.
 Involvement of Subordinates: Subordinates must be involved in development of new
strategies for the firm. All the major strategies and policies must be discussed with
company’s employees before implementation. This decision would engage employees
and would ensure more effort from them. Moreover, it would increase their job
satisfaction and such motivation would enhance their job performance,
Recommendation: It is strongly recommended that proper training to staff must be given
to enhance customer service. Moreover, despite of having a decent environment, the upper
management lack in satisfying the employees effectively. To improve these situations, IHG must
consider emphasizing on the needs of its employees. This would help them enhance their service
quality and profitability.
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TASK 4
4.1 How own managerial and personal skills will support career development
Personal and managerial skills act as a support system for career development. It is very
essential for a developing manager to keep enhancing these skills in order to sustain and grow in
such dynamic and competitive environment. Personal traits like sincerity, behavior, dedication
and attitude help the person to develop their career in an appropriate and structured manner.
Moreover, managerial skills like effective communication, decision making and leadership helps
individuals to be professionally sound. Ways in which these skill support career development is
mentioned below: Efficiency: It enables the employees to optimally utilize company’s resources to ensure
maximum returns. Being efficient also enhances their job performances which is
essential in hospitality sector. Professionalism: Most important aspect of working in tours and travel industry is
professionalism. Customers tend to be attracted to firms with professional staff and
expect to be treated as a priority and professionally. Personal and managerial skills
would enable the developing manager in professionally carrying out their duties and
enhance the service quality of the company.
 Competence: In an extremely competitive environment, it is essential that the employees
be competent enough to gain an advantage over employees of their competitors.
Enhancing personal and professional skills would result in developing this competence
in the managers.
4.2 Review of development needs, current performance and future development plan
To ensure long term career development, it is essential to track the development and
review professional skills required in the organization. Following is a future development plan
with emphasis on proficiency required to excel in my career.
S.
no.
LEARNI
NG
OBJECT
CURRENT
PROFICIE
TARGET
PROFICIEN
DEVELO
PMENT
CRITERI
A FOR
TIME
SCALE
EVIDEN
CE
11

IVE/GO
AL
NCY CY OPPORT
UNITIES
JUDGIN
G
SUCCES
S
1 LEADER
SHIP
QUALIT
IES
Currently,
there is a
wide scope
of
improvemen
t in my
leadership
skills.
Though, I
tend to lead
effectively
in general
situations,
my
performance
hinders at
times of
pressure.
I plan to
enhance this
skills to
effectively
manage work
of my
subordinates,
Effectivel
y
distribute
activities
to
concerned
employees
and
involve
them in
decision-
making
Top
Managem
ent
3 Months Feedbacks
from
employees
, co-
workers,
and
superiors.
2 TEAM
WORKI
NG
Through
effective
communicati
on skills, it
gets easy for
me to
manage the
Manage teams
during
complex
activities too
without
reducing the
efficiency of
Working
with
efficient
subordinat
es who
contribute
towards
Managers 2 Months Reports
prepared
by
managers.
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