'Leadership In Action\r'

'A.  IntroductionThe paper to be shown herein speci aloney highlights the loss loss take skills of an IT Operation’s squad hirer in a accost Center Agency.  C whole Centers ar primarily liven for assisting clients in veneering troubleshooting b early(a)s with the client’s com seater-operating procedures. finished a environ call from the client, the agents ar competent to connect themselves with the trouble and thus be commensurate to solve the issue though instructional details addicted oer the ph mavin towards the clients.The travel of Call Center agents is virtually likely ranging from 24/7. This means that the shifting of schedules atomic number 18 reshuffled ein truth now and in that respectfore for the agents to be able to meet the 24- second operation of the comp both. Indeed, seeing this situation, it could non be denied that this shell of transcription legitimately needs an earnest set of tutors who be supposed to lead the tea, in getting the silk hat resolvents of the company trance sorryhearted the clients the best attend to that they ought to receive.  In this fussy manner, the actor of this interview report decided to talk to one of the motorcoachs of the verbalise Call Center Agency so as to be able to look deeper on how film directors of the said type of organizations keep up with the challenges of group meeting the diametrical responsibilities left in their trouble which includes c atomic number 18 up with business competition and empowering the encounterers in bad a quality military operation for the entire organization.B.   coach-and-four’s Basic InformationsFor the sake of privacy routines, the theatre director noned here in would be referred to as â€Å"Mr. Team Chief”. The said case-by-case concord with the said title to be used in behalf of his identity to be able to cover his original name. He is among the ten other aggroup party boss manage rs of the IT operations way team. Like the others, he is appoint to a plastered puss of agents whom he has to work with everyday. For at least two months, they be given the discover to empower a certain group, consequently after which they are transferred to other groups for the sake of establishing comradeship among all the workers and inciting give motivational procedures to all the employees. (Goleman, 2000)Each pool of agents consists of at least 15 members distributively. The organization gives motivator to the agents who are able to r for each one an 80% performance level with the calls that he or she assists each wee. It is then the responsibility of the Operational Management’s Team Chief to help the employees reach this particular aspiration. Through assisting them with the difficulties of answering roughly of the nearly technical questions, the manager is able to give them the support that they need at work. However, the responsibility of a Team Chief d oes not end there. Aside from particularly supporting the team, he is withal responsible for motivating them in a way that although the work id quite tiring, the agents would feel that what they are working for is all worth the efforts. Facing the dissimilar conflicts that the employees engage with every now and then is also left in the care of the team top dog(prenominal) to resolve.C.  Organizational Behavior Management SectionIt has been intimateed earlier that the manager interviewed herein is held responsible for motivating, assisting and disciplining at least 15 call canter agents left in his care every time he goes to work. Not to mention that his job also requires him to possess a certain amount of considerable knowledge about IT operations, he also is accountable for having and applying sound judgment when some(prenominal) difficult situations arise. TO breakdown the topics on management that cast been discussed by the author of this report with the manager, the pursuance subtitles shall screen out the issues basing from their impact on world behavior management procedures:People MotivationIt is the company’s protocol to bribe a call center agent who was able to reach at least 80% mirth on the calls that he or she received in a week. It is then the responsibility of the team chief to assist others in reaching that particular goal. To be able to do so, â€Å"Mr. Team Chief” said that he opt to have empowering meetings 15 transactions before each shift. Once he is on the floor, he makes it a point that he is not just staying in his sit but sooner he roams around the work areas of his team and sees to it that they are but doing the right thing, Once a palmy call has been delivered by an agent, he never forgets to distinguish them and give them commendation. He added that in this job, he lettered that making the people feel that they are of outstanding worth to the company and the hard work that they put forward for the organization is given high imply is much offend than motivating them in equipment casualty of monetary allowances.Punishment and PoliciesSince the shift of the agents is reshuffled every now and then, the organization allows at least a lee-way of troika clarified on floor preparation before the veridical job. This means that the time listed on the schedule planing machine given to the agents are at least three minutes earlier than the actual hour of operation. Hence, there is no excuse for creationness late. However, there are at measure those agents who simply cannot arrive primeval because of some circumstances. Hence, what he does is to allow them three times of being late then on the fourth, they are held form work for at least an hour away from their schedule, this way they would not be nonrecreational for the first hour of their job even though they would work. This is just among the policies that â€Å"Mr. Team Chief” deals with. He normally deals with thi s particular problem making it one of the most overused policies in his team.Decision MakingThe usual; decision made by Mr. Team Chief is naturally on the come home of whether to consider a call successful or not. The 80% satisfaction in the customer service given by the agents to their clients is scaled by the managers themselves. in that respect is not a machine-based broadcast that determines this particular liberalist report. Hence, it is in their discretion if they are to flag a certain call successful or a failure. This then subjects them to being highly objective, not being influenced by favoritism and is completely guided by the magnetic core of professionalism in their job. (Collins, 2001).Facing ConflictsAt some point, the employees get stuck with conflicts with each other, particularly because of their individual dispositions at work. Form this particular perspective, Mr. Team Chief tries it so hard to sustain much objective in listening to the disputes of the employ ees while trying to assess the solvents of the problem. Once the root of the dispute has been resolved, the manager tries to fix the issue by helping the employees see the situation in each other’s perspectives, putting each other in other’s shoe on the aim of helping them see the situation in the implication of prys depending on the personality of each employee. (Gottee, 2000)Pursuing the Breaking Ground for TeamworkIt is very primal to work as one towards one [particular goal for this type of organization. This is the reason why for the manager, it is important to understand what is it that truly empowers his people to work on their performance in large their job the best shot that they could go out the clients and the organization as well up.  (Brown, 2002)The Implication of Leadership PrinciplesIn the intensity Spiritual Dimension of Leadership, the authors of the said reading veridical deliver their points of views on how to give away the intellectua l acuteness regarding and religious beliefs. Based on the handments of the authors Dr Paul D Houston and Dr Stephen L Sokolow, their main points are to express by ordinary grooming the dependable meaning of combine in leadership and how to become a more than than edify leader, by having a common purpose and common vision. Through the said book, they discussed their hopes and dreams for themselves as well as for the public education, for the different leaders and for the world.Their study goal is to build a strong public education that will help the children to soft conjure their skills, and to support the needs of the students primarily with regards the moral and spiritual values. Thru public education, the different kinds of beliefs can easily be discussed in formal and legal ways, and public education is the best opportunity to build different demand concepts that will connect the people within the human society. Another goal that these two authors frequently develop is the â€Å"Dimension of Leadership”, though leadership is a great privilege to a person who has the chance in having the skills requirement for it, the authors de bewitching the exact value of what are the priceless insights that a perfect leader should have. Also the responsibilities of the leader, which should unceasingly be his major priority for the benefits of his community; this will lead to a wellness and successful organization in the society that he serves. Wise leadership in spiritual, moral, and educational program is one of the major keys in a certain country’s future success; it is the best way to make believe a fruitful result that can give hope to the citizens of a particular society.Moreover, in regularise to build and have better leadership status in the future, the authors of book authorise â€Å"Spiritual Dimension of Leadership” provide some important guidelines that will fit to the prospective leaders. They snap the eight key dogm as that can lead to a prospective leader to become a valuable and enlightened leader, it is important to discussed this eight key principle in order to understand and enlightened the important point of views on how to become a better leader and spiritual adviser to the societies and communities. These are the following guidelines that a prospective leader should have to gravely apply and understand care fully in order to empower his leadership.Intention- In leadership it is important to know what is the real intention of the leader in his activities and programs, because all the related activities that are usually directed by the leader and provided by the members will unendingly bounce his physical and moral values.Attention- A true leader must always visualize the needs and benefits of his team; in order to develop a liberalist idea the leader should always give his full attention to the programs and activities that are very beneficial to the community.Unique Gifts and Talents - supernumerary skills and talents are God given gifts to every individual; it is also temporarily stored to human body, by structure and developing a set of better programs and activities, leaders are extending their best to use their skills and intellectual view to provide a humanistic and unbiased leadership to his community.Gratitude- Leadership is not all about the giving of commands and duties, in order to achieve the main goal; an acting leader should have an interpersonal emotion, greater acceptance, and dipper appreciation for handling a dangerous obligation, also by receiving a lively instinct of favors grateful acceptance is also required in order to have a better leadership practice application.Unique bread and butter lessons- Though leadership is always creating some comparisons, developing uniqueness is a big federal agent to create a better kin towards other members, by using personal contract to provide a useful knowledge, â€Å"Unique life lessons” i s a big contribution in having an enlightened leader.Holistic Perspective- This kind of principle is also required to remind the members to also achieve their goals. By emphasizing the impressiveness of the members in the society, through the implementations of the holistic perspective true leadership will be more sound.Openness- To achieve a wise leadership especially in education, openness is a big impact to create a better leadership. Leaders should always be open-minded in terms of the ideas and theories that are represent by the members of the public constituents. Any problems should seriously be discussed properly.Trust- The most important things that the leaders in spiritual and educational area should apply is religion, leaders should always create their different perspectives as well as the progressive idea on how to lead a certain group; however, trust is the major factor in continuously aiming and becoming a leader. However, trust remains to be the core reason postul ate for the leadership skill applications to be successful profuse for the organizations being served.If the insights written within the pages of the book being discussed in here will always sustain within the society’s leaders, it could be easily expected that better days are spry to come ahead as the future generation of human civilization sprouts out to serve the different countries around the globe. The book indeed provides the most necessary inspiration that leaders need to posses in leading the nation or any other cordial organization, trust and knowledge that would lead to a more successful future and a more effective leading procedure.ConclusionFrom this particular presentation, it could be noted that managers are expected to deal with different arenas considering human imaginativeness empowerment as well as modify their performance level for the sake of establishing a fine reputation for the organization through the works of the agents. It is very much appealin g how Mr. Team Chief insisted on the fact that what managers usually forget is that the motivation needed to fire up the interest of the workers in acting at their best is not at all times based on monetary measures. Sometimes, simply acknowledging them for a job well done already does the trick of motivating them to work well. The sincerity of the manager to help the employees bring out their best makes the essence of management a real gift to any business organization.Interviewee:Patrick Mendoza. (2007) Clientlogic Philippines. (Online Interview Through Chat authority from the Clientlogic Administration). Loakan, Baguio City, Philippines.Further Readings:Collins, J. (2001). Level 5 leadership: the triumph of humbleness and fierce resolve. Harvard cable Review, 79(1), 67-76.Goffee, R. & Jones, G. (2000). Why should anyone be led by you? Harvard Business Review, 78(5), 62-70.Goleman, D. (2000). Leadership that gets results. Harvard Business Review, 78(2), 79-90.Brown, L. M. (2002). Click here to access a surveil of Kouzes and Posners book, The Leadership Challenge.Paul D. Houston , Stephen L. Sokolow. (2006). The Spiritual Dimension of Leadership: 8 Key Principles to Leading More Effectively. Corwin Press.\r\n'