Mr. S is a relationship manager of an insurance company who promoted Miss R as an Office Supervisor who was earlier into phone banking. As a supervisor she manage work assignments effectively but does very little to supervise the staff. She does not check whether the staff works in compliance with the quality standards or ensure completion of work on time. Mr. S receives a number of complaints from the department regarding poor work performance, staff taking long tea /coffee breaks and spending time on personal phone calls.
(i) Is Miss R an effective leader? Explain with help of an example.
(ii) What qualities are required for Miss R to become an effective leader? (Mention at least 2 to 3 qualities.)
(iii) What can be done to improve the performance of the staff? (Mention a leadership style and describe it in the context of the case.)
Mr. S is a relationship manager of an insurance company who promoted Miss R as an Office Supervisor who was earlier into phone banking. As a supervisor she manage work assignments effectively but does very little to supervise the staff. She does not check whether the staff works in compliance with the quality standards or ensure completion of work on time. Mr. S receives a number of complaints from the department regarding poor work performance, staff taking long tea /coffee breaks and spending time on personal phone calls.
(i) Is Miss R an effective leader? Explain with help of an example.
(ii) What qualities are required for Miss R to become an effective leader? (Mention at least 2 to 3 qualities.)
(iii) What can be done to improve the performance of the staff? (Mention a leadership style and describe it in the context of the case.)
(i) No, Miss R is not an effective leader because she does not supervise the staff or check on their work.
(ii) To be an effective leader Miss R needs to have good communication skills with which she could coach her staff about compliances, quality standards and ensure timely work completion. She also needs to show initiative by taking charge of her staff and motivate them to do a better job and initiate new ideas.
(iii) To improve the performance of the staff Miss R can undertake Democratic Leadership. As a democratic leader, Miss R can guide the staff towards their work responsibilities by making teams. The teams within the staff can determine relevant tasks and completion necessary. Miss R can encourage teamwork and participation and imbibe a sense of responsibility that can reduce the time spent on tea/ coffee breaks and personal calls among teams.
(i) No, Miss R is not an effective leader because she does not supervise the staff or check on their work.
(ii) To be an effective leader Miss R needs to have good communication skills with which she could coach her staff about compliances, quality standards and ensure timely work completion. She also needs to show initiative by taking charge of her staff and motivate them to do a better job and initiate new ideas.
(iii) To improve the performance of the staff Miss R can undertake Democratic Leadership. As a democratic leader, Miss R can guide the staff towards their work responsibilities by making teams. The teams within the staff can determine relevant tasks and completion necessary. Miss R can encourage teamwork and participation and imbibe a sense of responsibility that can reduce the time spent on tea/ coffee breaks and personal calls among teams.
