This is a case from Supervision Today 7th edition. It needs a brief paragraph of
ID: 334074 • Letter: T
Question
This is a case from Supervision Today 7th edition. It needs a brief paragraph of premise and then the answered questions. Thanks.
THINKING CRITICALLY CASE 7-A: Developing a Decision-Making Style Every supervisor bri experiences, making process unique personality, varied a supervisor. At the meeting in which Toby a pervisors are risk takers; some help shake up our department and get people thin nal. All supervisors are the other supervisors welcomed Toby by sayin how we do things her ariety of training to th me of aining to the decision- position, her new boss said, "Your sales background su value certainty. Some supervisors are creative and intui- On the first day at the call center, one others are logical and tiv nderstand su called on to make decisions and choices, which requires careful thought and information. Supervisors need to understand how to go about this process and the basic have you; we'll take it easy on you until you u sions The new job is under way and there are dec make about people transfers, working hours, vacation Ioby Lyman has been hired as a supervisor in the coverage, customer handling, and website revisions, to new services department of a medium-sized call center. name just a few. Toby is torn between a desire to fit in This department is responsible for assisting existing and another to recommend some actions that she suspects customers in using new services in a telecommunications would work better in the call center. She knows that one calls to this path (fitting in) is conservative and has little risk. The alternative (recommending changes) might be the kind of ndencies that may affect their proce call center. Other departments transfer department to alert customers to new services. The call high expectations for the results of this depart- action that makes her stand out. ment. Toby's background is in sales and customer servic at retail companies where she has also developed good problem-solving skills. A manager in a retail company where Toby worked is now a director and Toby's boss at RESPONDING TO THE CASE 1. In her new job, how might Toby make the call center In the new services department Toby is one of four 2. How would Toby benefit by examining the styles of knowledge she has about decision-making styles? depart supervisors, each of whom has four to six associates to supervise. Two of the supervisors have ten years with the call center and five years as supervisors in the depart- ment. The other supervisor was recently transferred to this department from another department where she was her boss and those of the other supervisors? 3. In a popular televi sion show The Apprentice, we see a particular style of decision making. Identify other public personalities by their decision-making styes ASF 7-R: Improvement Ideas from a Car Sales StarExplanation / Answer
The case presented above is all about leadership position and decision making. Toby has joined as supervisor at an organization which provides customer service, she is expected that she will bring in her experience from sales which will be beneficial for this organization. She has been told that she can take her time to understand the processes at this new organization and their after she can start managing people and recommend decisions for the organization. In other words this case discusses leadership and experiences which individuals have and can benefit the organization.
1.
Toby Layman was in sales and customer service and has a vast experience in that field and now she has joined as a supervisor at a service organization which provides help to customers using new services in a telecommunications call centre. Toby as an employee at different retail organizations has seen different leaders and their leadership style; since she was in retail organizations she was also in direct contact with customers and used to solve their problems. With experience she has learned how to handle people and she can now handle people.
Toby might first take some time to understand the processes at her new organization as one can't start taking decisions from the very first day at new job, with careful observation she can understand that how things are done and how exactly people are managed at her new organization. This can also be understood as fitting in at the organization.
After this Toby can use her vast experience of retail to decide on different issues such as working hours of the employees as in retail she must have done it quite frequently. She must have the knowledge of different leadership styles which she can implement after seeing that how people here can be managed.
For e.g. If people in this organization are mature and are ready to work she can go softer on them whereas if they do not want to work and avoid the decisions of supervisors she can opt the autocratic leadership style.
Depending upon the situation Toby can use the knowledge she has, it can either be different styles of leadership at different types or a mixed of all.
2.
Since Toby is new at this organization and she comes from a different industry, it will be tough for her to manage the things all at once from the first day. You may have a lot of experience but when you join a new organization you need to understand the mind-set of people and the processes at the new organization as organizations differ from each other to a great extent.
Toby after carefully examining the styles of her boss and of the other supervisors can first understand the processes and mind-set of people at this new organization. She can only implement her knowledge and experience after better understanding of the situation she is in. She can learn things, processes and ways to manage the people by seeing the other leaders and her counterparts at this organization.
As the other people working there are experienced in the same field plus they are working there for long, their behaviour can teach Toby a lot which will be beneficial for her to complete her tasks smoothly.
3.
Public personalities and their decision making styles:
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