Assume you are the manager of the department where you currently work. If you are not currently working, use a past situation or a hypothetical situation; be sure to describe it. Select two leadership theories that you believe will be most useful in managing your staff. Select different theories or different combinations of theories than your classmates select. Respond to the following:
Assess why you think these theories will be most practical or helpful.
Evaluate how the two theories might interact with one another.
Analyze whether you anticipate needing different leadership methods (based on your two selected theories) according to the ages, races, national origins, cultures, genders, educational backgrounds, or job types of your subordinates. Provide necessary illustrations and citations to justify your conclusions.
Justify three best practices that emerge from your selected leadership theories (three best practices total. You do not need three best practices for each theory).
Full Answer Section
- Transformational leaders like Steve Jobs (cited in [Northouse, 2016]) inspire teams to innovate and achieve extraordinary results.
- Servant Leadership: This theory focuses on prioritizing the needs and growth of employees before the leader's own. In a customer service setting, this translates to fostering a supportive work environment where employees feel valued and empowered. Servant leaders like Robert Greenleaf ([Greenleaf, 1977]) prioritize employee well-being and create a culture of service within the team.
Interaction of the Theories:
These theories work well together because they address different aspects of motivation. Transformational leadership ignites the team's passion for the work itself and the shared vision, while servant leadership fosters a sense of security and trust within the team, creating a supportive environment where individuals can thrive. By combining these approaches, I can inspire the team to achieve excellence while prioritizing their well-being.
Adapting Leadership Based on Individual Needs:
While the core principles of transformational and servant leadership remain constant, some aspects of my leadership style may need to adapt based on individual differences within the team. Here's how:
- Age: Younger team members may respond well to coaching and mentorship opportunities often associated with transformational leadership, while more experienced staff might appreciate the empowering and trusting nature of servant leadership.
- Culture: Some cultures hold a strong respect for hierarchy, where a more directive approach might be initially appropriate. However, building trust and fostering open communication remain crucial aspects of both theories. Over time, a more collaborative style can be implemented.
- Learning Styles: Tailoring communication and coaching approaches to individual learning styles (visual, auditory, kinesthetic) can enhance leadership effectiveness.
Best Practices:
- Vision and Inspiration: Clearly articulate a shared vision for the customer service department that goes beyond just resolving issues (e.g., exceeding customer expectations, building customer loyalty). This aligns with the transformational leadership principle of inspiring a shared vision ([Northouse, 2016]).
- Empowerment and Delegation: Delegate tasks appropriately and trust team members to make decisions, fostering a sense of ownership and engagement (transformational leadership) ([Northouse, 2016]).
- Employee Development: Invest in employee training and development opportunities, demonstrating a commitment to their growth and success (servant leadership) ([Greenleaf, 1977]).
By combining Transformational and Servant leadership styles and adapting my approach based on individual needs, I aim to create a thriving and productive customer service department where employees feel valued, motivated, and empowered to deliver exceptional customer experiences.
Sample Answer
Leading a Diverse Team: A Manager's Approach
As the manager of a customer service department in a large tech company, I believe a combination of Transformational Leadership and Servant Leadership will be most effective in managing my diverse team.
Why These Theories?
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Transformational Leadership: This theory emphasizes inspiring and motivating employees to achieve their full potential and strive for a shared vision. In a customer service environment, this translates to empowering agents to go beyond basic problem-solving and create exceptional customer experiences.