PPD: Virgin Media Store Manager Recruitment & Leadership Analysis

This report delves into the concepts of working with and leading people within the context of Virgin Media. It covers the recruitment and selection process for a store manager, emphasizing legal, regulatory, and ethical considerations. The report details the various stages of the selection process, highlighting the importance of teamwork, leadership skills, and conflict resolution. It also assesses the skills and attributes necessary for effective leadership, differentiating between leadership and management, and explores methods for motivating staff. Furthermore, the report examines the benefits of teamwork, assesses team effectiveness, and discusses factors involved in planning, monitoring, and assessing work performance, including a plan for assessing the store manager's development needs. The conclusion summarizes the key aspects of leading and managing people in a business environment.

WORKING WITH AND LEADING PEOPLE

Table of Contents
INTRODUCTION......................................................................................................................1
TASK 1......................................................................................................................................1
1.1 Preparation of document to select and recruit store manager for Virgin Media..............1
1.2 Assessment of the impact of legal, regulatory and ethical considerations when
recruiting and selecting a Store Manager for Virgin Media..................................................2
1.3 Taking part in the selection process.................................................................................3
3.2 Demonstrate working in a team as a leader and member towards specific goals, dealing
with any conflict or difficult situations..................................................................................3
1.4 Evaluating own contribution to make the selection process more effective and fairer. . .4
TASK 2......................................................................................................................................4
2.1 The skills and attributes needed for leadership................................................................4
2.2 The difference between leadership and management......................................................5
2.3 Compare leadership styles for different situations...........................................................6
2.4 Ways to motivate staff to achieve objectives...................................................................6
TASK 3......................................................................................................................................6
3.1 Benefits of team working for Virgin Media.....................................................................6
3.3 Effectiveness of the team in achieving the goals.............................................................7
TASK 4......................................................................................................................................8
4.1 Factors involved in planning the monitoring and assessment of work performance.......8
4.2 Plan and deliver the assessment of the store manager development needs......................8
4.3 Evaluate the success of the assessment process...............................................................9
CONCLUSION..........................................................................................................................9
REFERENCES.........................................................................................................................11

INTRODUCTION
The concept of working with and leading people facilitates the effective and useful
method in the contemporary business world to lead the successful business. In order to
understand the concept in real sense, the below report is inculcating about recruitment and
selection of store managers and methods that can be used to evaluate and improve their
performances. The top management by leading their store manager fairly can achieve
corporate goals successfully.
TASK 1
1.1 Preparation of document to select and recruit store manager
for Virgin Media
Store manager at Virgin Media is responsible for every aspect of the day-to-day
supervision of retail outlets, including sales, staff, resources, and stock management in order
to successfully run the store. It is a great opportunity to progress management skills by
having autonomy over the store’s overall management (Adair, 2009). Given below is the
job description of the store manager.
Duties and responsibilities:
 To develop, plan and monitor strategy for budget of the store and product inventory;
 To take full accountability for profit & loss of the store;
 To manage day-to-day store operations and ensure that customer value is delivered
through quality services;
 To recruit, train and retain staff and provide friendly working atmosphere;
 To carry out periodic performance reviews of staff members and identifying training &
development needs;
 To ensure consistent product availability through efficient supply chain management;
 To ensure delivery of responsive, efficient and knowledgeable customer service;
 To build and maintain long-term customer relationship through timely resolution of
complaints and effective implementation of loyalty programs;
 To manage, deliver and exceed desirable sales target as set by the company’s
management;
 To ensure safe and healthy atmosphere at sore through fully compliant with Health,
Safety and Fire policy, procedures and retail legislative requirements (Aldrich, 2008).
Person specification:
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 Passion for customer service and ensure higher standards are set and maintained;
 Strong leadership skills and ability to motivate team to strive for excellence;
 Strong interpersonal skills, excellent influencing and negotiating skills;
 Commercial acumen and ability to take actions so that costs are minimised and profits
are increased;
 Decision making skills considering all options and applying analysis while taking
calculated risks;
 Enthusiasm, excellent numerical skills, computer and IT skills as well as confidence is
desirable;
 Though, management degree in subjects like accounting, marketing, retail and business
are advantageous, the ideal candidate should at least possess a university degree in any
discipline (Cohen, 2016).
1.2 Assessment of the impact of legal, regulatory and ethical
considerations when recruiting and selecting a Store Manager for
Virgin Media
The recruitment and selection process should be legally performed, there are certain
areas recruiters and selectors need to follow certain steps which are regarded as necessary in
order to comply with the applicable rules and regulations. For instance, during interview
process certain questions have been regarded as unlawful and should not be asked to
candidates. Unacceptable questions include regarding race, questions towards pregnancy,
questions relating to financial condition of the individual, unnecessary questions relating to
the educational background of the individual (Conlan, 2017). Furthermore, it is necessary
for an organization to adhere the regulations as prescribed by various regulations in relation
with recruitment and human rights. Some of which are - Disability Discrimination Act 1992
and 1997, Equal Pay Act 1970, Human Rights Act 2001, Sex Discrimination Act 1975 and
1986, The Equality Act 2010, The Data Protection Act 1998, Asylum and Immigration Act
1996 etc.
Moreover, there are certain rules made to complete the selection process in an ethical
way and every employer should be quite aware about those standards. Every individual
should be given equal respect during the selection process. The recruiter should not show any
sign of discrimination like gender discrimination during the selection process.Unnecessary
and irrelevant questions should not be asked during the interview process.Failure to perform
the selection process in unethical way, attract numerous problems such as lack of respect and
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compromise with success if the discrimination is showed during selection (Friedman,
2017).
1.3 Taking part in the selection process
Virgin Media is in requirement of a Store Manager and as a Marketing Manager is
responsible to take part in the selection process. The selection process included four different
phases as briefly discussed below:
 In the first phase, all candidates were screened and a group of around 15 individuals were
shortlisted for further assessment. At his stage the competence of the individuals relating
to skills set and educational qualification is equated with the requirements by analysing
their job application and resume (Gill, 2014).
 In the second phase, the personality assessment was done using personality test and an HR
interview. 10 individuals were selected who have the desired personal profile for being job
fit.
 The third phase was related to testing practical skills related to the managerial skill as
required to carry out the job. The candidates were given the opportunity to demonstrate
their skills and knowledge.
 In the fourth and final phase, detailed interview was conducted to check the in-depth
knowledge of individuals rigorously by a panel of interviewers. The purpose of this phase
was to judge the abilities of the individuals from different perspectives and to make final
selection and the final verdict was given by the head of the marketing department
(Goodman, 2016).
3.2 Demonstrate working in a team as a leader and member
towards specific goals, dealing with any conflict or difficult
situations
The team leader has the authority to provide instructions so that proper guidance and
directions can be provided to individuals and the team for meeting the aims and objectives of
the company. An effective team leader always have the in-depth information on the team
members’ strengths and weaknesses so as the capability to inspire them. The team leader is
also aware of the work distributions among the members. Instead of dictating decisions on his
own, the team leader should give an opportunity to the team members to express their views
through discussions so that it does not create any issues for future communication
(Greenwich, 2000).
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So, providing guidance and transferring clear instructions to the team members are
important roles for dealing conflict situations. Problems arise in a team when there is a
conflict between the members of the team regarding any issues like selection of candidates.
These issues may lead to the inefficiency in the customer service department of retail store. If
such a case arises then the leader should take into account the ideas of all the members and
should give his final verdict by judiciously looking into the topics and thereby resolve the
conflict. The role of the team leaders also include to communicate deadlines and objectives as
well as to get all the tasks done by his team members through providing enough resources
(Magloff, 2017).
1.4 Evaluating own contribution to make the selection process
more effective and fairer
It is important to ensure that recruitment and selection process is effective and fairer in
order to select and hire right candidate for the particular job profile. First of all, the person
specification should contain all the essential criteria that are required to carry out the
responsibilities of the Sore Manager post (Mattson, 2016). The initial screening of CV
should be closely monitored so that if an applicant does not have all of the essential criteria
then they must not be shortlisted. As a marketing manager, should ensure that equity
principle are followed in the recruitment and selection process to avoid any kind of
discrimination. Strict action should be taken against any unethical practices. The judges in the
panel of last round of interview should be chosen from diverse fields so that final decision
should be taken after overall assessment of the candidate (Marquardt and Horvath,
2014).
TASK 2
2.1 The skills and attributes needed for leadership
Skills and attributes are those qualities that enable us to apply knowledge in a practical
way to perform job responsibilities. The leaders should have the ability to lead effectively
which is based on several skills as listed below:
 Interpersonal and communication skills – One of the most important qualities that a Store
Manager should have as they are required to communicate effectively with customers as
well as various stakeholders, moreover to manage staff members.
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 Critical reasoning: Problem solving skills and critical reasoning are essential as Store
Managers are required to analyse a given complex situation and formulate a strategy to
solve issues.
 Emotional intelligence – Working in a team, requires that the Manager should interact
regularly with them, and the empathy that he shows to your co-workers indicate his
maturity and self-control (Noe and et.al.,2006).
 Professional Knowledge –In-depth, current knowledge of the various sales and trade
practices in retail domain are also important skills to lead the team of retail store as
expertise knowledge increases the confidence of the individual as well as team.
 Last but not the least store manager should be able to motivate and influence behaviour
of individuals to work for attainment of desired objectives (Schunkand
Zimmerman, 2012).
For example, Nelson Mandela had the most important quality of leader i.e. visionary.
As he had the ability to look forward in the future farther than anyone else. He relentlessly
fought against racial discrimination throughout his life and even went to prison for many
times. His excellent communication skills, tremendous focus, determination, knowledge and
ability to motivate others made him a true and one of the greatest leader who fought for
humanity and for his citizen’s equal and free future. Another example can be taken of pioneer
of automobile assembly lines Henry Ford, who was the first to successfully mass produce
automobiles. His company Ford Motor Co. was started with very little of his own money, and
with cleverly negotiate deals with suppliers who allowed him extended credit. Some years
later his company became an industrial giant, he was regarded as a legendary leader.
2.2 The difference between leadership and management
Definition of Leadership: A relationship through which one person influences the behaviour
or actions of other people. Leaders inspire through creating a vision, build effective teams
and motivate them to attain goals.
Definition of Management: Management is related to plan, organize and coordinate the
assigned responsibilities in efficient manner (West, 2012).
Difference between leadership and management:
Management Leadership
The manager are more inclined towards
administration The leader focus on bringing innovation
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The manager focuses on maintaining the systems
and procedures
The leader develop solution by focusing on
people
The manager relies on control the leader inspires and relies on trust
The manager often has comparatively short-term
perspective
The leader has long-term view (Asquith and
Scott, 2007))
For example, a sales manager in retail stores some decades ago probably was not much
concerned about the value offering. The job of the sales manager was to follow orders,
organize the sales, assign the right people to the necessary tasks, coordinate the results, and
ensure the job is carried out as ordered. The focus was on efficiency. However, now the
entire focus is on providing higher value through better customer experience, so the role of
store manager is entirely different from the typical sales manager (Basadur, 2004). Store
managers must organize workers, not just to maximize efficiency, but to nurture skills of their
staff so that better customer experience is provided at the store. Store manager leads by
having an approach to solve the problems of the co-workers and they have a mind-set of
innovative ideas and take suggestions from the team members and effectively implement
these ideas. Therefore, the focus is now on effectiveness (Blackand Lynch,2004).
2.3 Compare leadership styles for different situations
The managers at Virgin Media adopts the combination of two different leadership styles, such
as autocratic and democratic, which allows the managers to react according to the
requirement of particular situation:
 Autocratic style – The autocratic leadership is important in many workplaces. The
particular style is necessary when the company demands error-free results. The process of
autocratic leadership mainly includes one person making all important business decisions.
The particular style in Virgin Media is used in the situation when instant decisions are
required to be taken without consulting others (Cascio and Aguinis, 2005). For
instance, organising training sessions due to the drop in store monthly sales and
introducing loyalty or discount schemes to increase the foothold of customers, etc.
 Democratic style– This style is based on the mutual respect. It is also combined with the
participatory leadership, as requires collaboration in between employees and leaders. The
store managers of Virgin Media employs the democratic style to adequately engage each
staff member in the business decisions and practices. This style is used when managers
feel any drawbacks in the customers’ services due to the decreasing morale of employees
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at the store. The participative style creates balance at the work and make employees feel
valued and thus, improves their performance (Chapmanand Webster, 2003).
 Laissez-faire style: It is one of the least structured leadership style where employees have
significant autonomy with decision-making authority. As employees independently
manage their work, the role of leader becomes more marginal. The delegation of work is
also uncoordinated and spontaneous while minimum communication between employees
and their leader or employee-to-employee. In case of a small team of highly capable and
talented people, laissez-faire leadership works best to bring out the positive results.
Warren Buffet’s leadership style is one of the best example of laissez-faire leadership style
as he focused on hiring talented people and provided them with autonomy which
effectively make Berkshire Hathaway a successful group.
2.4 Ways to motivate staff to achieve objectives
The Maslow’s need hierarchy theory can be used at Virgin Media to provide best
motivation and encouragement to the staff members. According to the theory the lower level
needs must be satisfied before higher-order needs can motivate staff members. The company
should firstly consider that employees’ physiological or basic level of needs are properly met.
The store manager also develop secure and safe working environment to appreciate the team
members efforts which corresponds to safety needs. The manager must consider the
workforce mistakes as learning experience and inspire them to try again while ensuring
friendly atmosphere. Moreover, by working together, the cordial relations can build among
individuals, which may lessen conflicts and improve their performances which relates to
belongingness needs. Furthermore, the manager should complement staff members for their
excellent performances in order to meet their self-esteem needs. In this regards, the manager
can provide both constructive criticism and praise and work towards satisfying self-
actualization needs (Connelly and et.al., 2000).
TASK 3
3.1 Benefits of team working for Virgin Media
The following are five ways in which teamwork can benefit the Virgin Media:
 Foster learning and creativity–The creativity at the workplace increases when individuals
perform together in a team. It is because a team leader by combining each member unique
perspectives can create more effective solutions of selling.
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 Balances complementary strengths–The employees by working together can build on
their teammate’s talents. The team together performs well, as members rely on each to
bring their unique knowledge in front of others (Daily and Huang, 2001).
 Builds trust–The members by relying others develops trust at the work and all of them
builds strong relations with their colleagues. In spite of occasional disagreements, a
competent team enjoys sharing a strong bond and working together. The employees by
putting trust in their peers, establishes the base of relationship, which can lessen the minor
conflicts at the work.
 Teaches skills to resolute conflicts–When any conflict arise in the teamwork, employees
are encourages to resolve it on their own instead of taking support of the management. In
this manner, they learn to resolve conflicts and make them more efficient to take the
managerial roles in future (Eagly and et.al.,2003).
 Promote wide sense of ownership–The teamwork projects inspire staffs to feel delighted
of their contributions. Creating notable work and tackling obstacles together makes all
members fulfilled. Working towards the attainment of corporate objectives allows
individuals to feel attached to the Virgin Media. It enhances their loyalty and leading to
high job satisfaction within all members.
3.3 Effectiveness of the team in achieving the goals
The effective teamwork for the Virgin Media is viewed as the ultimate competitive
edge, which can produce excellent outcomes. The team leader of the company by improving
the team performance can achieve enhanced employee involvement, increased market share,
innovation, continuous improvement and reduced waste. The leader can make effective teams
at the workplace by combining the members who have different skills which are necessary to
reach the business objectives (Griffin, Patterson and West,2001). Every member
bring their own knowledge and views to the group and exchange their perceptions in open
communication through active responding and listening. Moreover, tasks can be adequately
divided in a team so that no one overwhelmed by their responsibility. The leader makes each
member accountable for completing some tasks connected to final goal and are encouraged to
perform it well. Furthermore, in co-workers in an effective teams support and trust one
another and thus, contributes well in the business goals attainment on decided time
(Jayneand Dipboye,2004).
Belbin's Team Roles model is useful to identify potential strengths and weaknesses of
the team members which may reduce conflict between them by recognising every team-
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member’s contributions. For instance, the members who belong to shaper roles take all
challenges to improve the team effectiveness. The responsibility of putting tasks into actions
are taken by implementer. One important role is played by completer finisher to ensure that
all the tasks are completed on time. Next, the coordinator act as a chairperson and coordinate
all different activities in the specified direction. Furthermore, some members are considered
as team workers, who encourage good cooperation within the teams. The person who play the
role of plant, present new business approaches and ideas. At last, overall team working and
performance is evaluated by monitor-evaluator.
TASK 4
4.1 Factors involved in planning the monitoring and assessment
of work performance
A quantified, automated and standardised process of employee review is an important
manner to track the progress of employees and enhance workplace productivity. The regular
evaluation supports in recognising high performing employees and assist in keeping midlevel
performers on the track towards the reasonable goals achievement. In this regards, the
following factors should be considered by the manager to plan the work performance
monitoring and assessment:
 Keep in mind the audit principle–The manager should monitor employees’ small number
of details which suggest their incompetence and competence across wide areas instead of
examining their performances every minute detail (Lockamy IIIand McCormack,
2004).
 Weigh carefully the advantages before taking steps to enhance the objectivity and
breadth–The manager can use 360 degree review, where an employee performance is
evaluated not just by supervisors but their peer workers as well.
 Ensure the process stays measurable, brief and goal-oriented–This is most effective in
case the managers have less personal interaction with their followers. By keeping the
process meaningful, the absentee manager will not require to give lengthy comments on
open-ended or unquantifiable performance criteria.
 Focus on automation – The technology changes very fast. Thus, the manager should re-
examine the review workflows every year and keep a regular search for new ways and
tools to automate and streamline the process (Mumford and et.al.,2000).
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 Employees learning style–The manager while planning the regular monitoring of
employees should consider that each individual follow different learning style and thus,
their performance must be assessed accordingly.
4.2 Plan and deliver the assessment of the store manager
development needs
The following format can be followed in Virgin Media to plan and deliver the store manager
development needs:
Re-value job description – The store manager current skills and his/her assigned roles and
responsibilities should be assessed in six months of interval and then compare with the
standard roles and responsibilities of a job.
Meetings arrangement – The meetings on the regular basis should be organised on the
regular basis to make discussion with the manager. In such meetings, the company’s
management discuss with the store manager about their development needs to get positive
guidance in his/her career guidance (Oldham and Hackman, 2010).
Performance assessment – The top management should make an adequate control on regular
performance of the store manager.
Additional information collection–The additional information about the store manager
development needs can be collected from their peer workers and subordinates.
Keep a record and analyse from above–Through the above assessments, a record must be
maintained and tally with other information to plan valuable programs for the development of
store manager.
Take action – At last, the proper actions must be undertaken to fulfil the store manager
identified development needs (Vaccaro and et.al.,2012).
4.3 Evaluate the success of the assessment process
In order to achieve the success of assessment process, the HR manager at Virgin Media
should organise training sessions and workshops for the store manager on the regular basis.
The training would support the store manager in getting adequate knowledge of new and
advanced working methods. It would support in putting the store manager best potential in
the business success (Zaccaro, Kemp and Bader, 2004). Moreover, an open
discussion with the senior management is advantageous for store manager to understand the
business goals connected with the store performance. The company can also organise
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business seminars and events to call professionals to share their knowledge with the store
managers. Furthermore, the store manager feedback can be taken and end results assessment
can be done as a part of the entire process. Thus, the given procedure would support the
company to successfully reach the synergistic level (Zhang and Bartol,2010).
CONCLUSION
The above report concludes that the proper documentation of person specification and
job description is important in the organisation to short list the best candidate for the vacant
posts. In this regards, an advertisement should be publicised after taking approval of senior
members. Moreover, an adequate assessment of training and development needs and
imparting them effectively is really needed to enhance the store manager skills. Also, Maslow
theory can be best utilised to motivate staff members and improve their performances. In this
manner, a company can achieve productive outcomes by the regular evaluation of store
manager and employees performance to make required development in their behaviour and
work practices.
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