Management and Leadership Skills for Success in the Service Industry

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Leadership and management for service

Table of Contents
LO3.............................................................................................................................................................3
P5 Assess current management and leadership “Hard and Soft skills” providing evidence from specific
service sector example.............................................................................................................................3
P6 Discuss future management and leadership skills required by the service sector and how these can
be achieved..............................................................................................................................................5
M3 Evaluate current and future management and leadership skills that are crucial for the service
sectors......................................................................................................................................................6
D3 critically evaluate how in response to change management and leadership skills in the service sector
have developed........................................................................................................................................7
LO4.............................................................................................................................................................8
P7: Compare and contrast different services industry organisations change management systems and
leadership in implementing change.........................................................................................................8
M4 Analyze how change management affects management and leadership skills and style...................8
References.................................................................................................................................................10

LO3
P5 Assess current management and leadership “Hard and Soft skills” providing evidence
from specific service sector example.
Hard VS soft skills of leadership and management
The soft and hard skills are necessary for the leaders of the organizations to have in them. These
two skills make an environment of competition between each other. The hard skills of a leader
include the technical knowledge, for example, the economic analysis, strategic planning or
designing. The soft skills of leadership include interpersonal dominion and listening to the
opinions of the team, developing the team and the development of leadership. The hard skills can
be measured and it includes activities like writing, reading and the ability to use the program of
the computer. The involvement of skills makes a leader great. The soft skills which are needed to
be involved in a leader and manager are:
Interpersonal skills: The interpersonal skills that need to be involved in leaders can be a better
level of self-confidence. The manager and leader of the respective organization should try to be
positive and carry a big amount of self-confidence in them. It is necessary for them to make
motivated their team members. The other soft skill that is needed in the manager and the leader is
professionalism. Both the leaders and managers of the organization should try to carry a
professional attitude towards their work. It can help them to improve the workaholic attitude of
them towards their team members. In the soft skills, there is one more factor and that is
respectfulness. The managers and leaders should try to improve a respectful environment in their
between their team member. It can create a positive environment in the team and the members
can become able to help out each other in a different situation.
Hard Skills of leadership and management
Marketing skills: These are counted in the hard skills of management and leadership because it
is not necessary that every person have the idea about the marketing situation and the other
factors.

Financial modeling: it is also a tough abstract and the organizations try to appoint people who
are expert in the financial planning of an organization.
Collecting requirements of software: This kind of hard skills is needed in a leader or a
manager. The leaders need to talk with needed stakeholders and users and they should try not to
make any assumption about the requirements of their teams and employees (Hopkins, et. al.,
2014).

P6 Discuss future management and leadership skills required by the service sector and how
these can be achieved.
The process of leadership and management is essential for an organization and the skills of better
leadership and management always support an organization. The future management and skills
can be as followed:
The technical management skills: The importance of technologies is increasing in every single
business environment and it needs to be increased in the future in the environment of the
respective organization. The involvement of new technologies makes a better level of confidence
in the managers of an organization. By using the technical factors the managers can keep an
understanding of the increasing issues towards the organization.
Out centric leadership skills: The better leaders and try to make better interaction with their
teammates and the managers of the organization manage the solutions of better interaction in
their organization. The managers try to arrange some activities and plans that can make a better
environment of interaction between the team and the managers also.
Evaluation of soft skills: In the situation of future the great leader and manager need to improve
their soft skills that can create a better environment between the team members. The managers
and leaders need to make their communication process efficient and clear. Better collaboration
also needs to make a better environment in the organization.
Transparency: To find out better leadership and management skills for the future requirement
there is a need for transparency in between every process of the organization. The managers and
leaders need to make a better cultural environment for making an effective workforce.
Emotional intelligence: The great leaders and managers will use their inner intelligence to know
about the strength and weakness of themselves. They will decide with the help of their inner
intelligence qualities. It is a sigh of great leaders and managers. The great leaders and managers
can know about future possibilities by their better IQ (Foli, et. al., 2014).

M3 Evaluate current and future management and leadership skills that are crucial for the
service sectors.
Many factors are included in the present and future management and leadership skills. In the
present leadership and management approaches the managers uses better communication skills
that help the organization to create a better understanding between the workers of the
organization. For the future development of leadership and management, the leaders and
managers need to improve their technical skills and knowledge that can improve their
productivity. By the help of technical knowledge leaders and managers can take some ideas
about their future possibilities and opportunities. Besides this, the leaders and managers need to
use their emotional intelligence to know about their plans that are needed for their future
strategies (Koyuncu, et. al., 2014).

D3 critically evaluate how in response to change management and leadership skills in the
service sector have developed.
Leadership and management skills are developed from a decade. Leaders and managers at
present use a better communication process in their organization to make a better understanding
between the managers and the teammates. The leadership and management skills involved lots of
positivity in them which makes the other team member motivated towards their targets.
Now a time the managers and leaders use their emotional intelligence in a better way to know
about the future possibilities and opportunities of their organization. The decision making power
of leaders and managers also increased and the ability to take the right decision also enlarged in
leaders and manager. Leaders and managers now a time increased the level of enthusiasm that
makes their team members full motivated towards the organizational goals. The leaders at
present transfer their positivity into their team members (Carlborg, et. al., 2014).

LO4
P7: Compare and contrast different services industry organisations change management
systems and leadership in implementing change.
It is important and need of every organization to change their management, and the leaders or
managers are the one who are responsible for such changes. There are companies who have
faced staginess due to the inability of their leaders to monitor and unwillingness of them to do
the necessary changes. There is a lot of dedication and efforts is required to sustain a change in
the management. Some time, organizations use to undergo such change in management even
when the required is not there. But when choices are difficult, those are the times, when a true
leader or manager is tested.
A lot of leaders or manager certainly depends upon the confidantes; hence they discuss ideas
without any fear. It is important to note that a confidante has to be bold to suggest any changes,
or ideas which can be effective for the management (Van der, 2014).
If we talk about Sainsbury supermarket and Aldi supermarket, these are two giants working in
supermarket industry, providing their services. If we compare these two organizations, the
management style upon which Sainsbury is working is Democratic Management style, while
Aldi has adopted Autocratic management style, which is not as good as democratic leadership or
management style. The democratic management style which Sainsbury has adopted, allow their
staff to make some changes and take some decisions on their own, but The Autocratic style, does
not allow their staff and employees to take their decisions, as all the powers is centralized to a
leader or a manager.
M4 Analyze how change management affects management and leadership skills and style.
The process of change management affects both the leadership and management process of an
organization. In the process of change management some strategies can be changed which can
affect the different strategies of leaders and the managers also. Because of the change
management process sometimes managers and leaders have to convert their plans according to
the change management policies.

The different processes like planning; decision making etc could be affected by the policies and
practices of the change management process. According to the different policies of the change
management process leaders and managers should try to modify their planning and ideas that can
provide them better productivity and profit (Van, 2014).

References
Carlborg, P., Kindström, D. and Kowalkowski, C., 2014. The evolution of service innovation
research: a critical review and synthesis. The Service Industries Journal, 34(5), pp.373-398.
Foli, K.J., Braswell, M., Kirkpatrick, J. and Lim, E., 2014. Development of leadership behaviors
in undergraduate nursing students: A service-learning approach. Nursing education
perspectives, 35(2), pp.76-82.
Hopkins, K., Meyer, M., Shera, W. and Peters, S.C., 2014. Leadership challenges facing
nonprofit human service organizations in a post-recession era. Human Service Organizations:
Management, Leadership & Governance, 38(5), pp.419-422.
Koyuncu, M., J. Burke, R., Astakhova, M., Eren, D. and Cetin, H., 2014. Servant leadership and
perceptions of service quality provided by front-line service workers in hotels in Turkey:
achieving competitive advantage. International Journal of Contemporary Hospitality
Management, 26(7), pp.1083-1099.
Van der Voet, J., 2014. The effectiveness and specificity of change management in a public
organization: Transformational leadership and a bureaucratic organizational structure. European
Management Journal, 32(3), pp.373-382.