4.1 CASE STUDY Many Managers, Different Styles Vanessa Mills was recently hired

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4.1 CASE STUDY Many Managers, Different Styles Vanessa Mills was recently hired to work at a branch of Lakeshore Bank as a personal banker. The branch is very busy and has a large staff, including three on-site managers. As a new employee, Vanessa is trying to figure out how to succeed as a personal bankerwhile meeting the expectations of her three very different managers. As a new banker, Vanessa has not opened many accounts and feels very uncertain about believingthat this manager is continually wtching and evaluating her.Several times Marion has publically criticized Vanessa, commenting on her shortcomings as a personal banker Vanessa tries hard to gether sales numbers upso she can keep Marion off her back. Vanessa is paid a salary, but also receives a commission for activities including opening new accounts and selling new services to customers such as credit cards, lines of credit, years. Bruce started out as a teller and worked loans, and stock accounts. Personal bankers are expected to open a certain number of accounts each month and build relationships Mnday morning meetings. At these staff with customers by exploring their various banking needs and offering services to meet those needs branch, has been with Lakeshore Bank for 14 his way up to branch manager. As a manager, Bruce ls responsible for holding the bank staff's for new accounts as well as the target number for new accounts. He also lists the number of Marion Woods is one of the managers at Vanessa's branch. She has worked for Lakeshore Bank for 10 years and prides herselfon the success of the branch. Marion openly talks about employees' progress in terms of the number of accounts opened or relationships established, and then commends or scolds people depending on their productivity. Marion stresses to Vanessa back into his office where he sits hidden behind his office because she does not have to worry about having her performance scrutinized. However,sometimes when Vanessa is trying to help customers with a problem that falls outside of her banking knowledge, she is stressed because Bruce does not provide herwith any managerial support. using the scripts that Marion provides to successfully convince customers to opern new accounts or accept new services with the Thethird manager at the branch is Heather Atwood. Heather just started at Lakeshore

Explanation / Answer

1. Heather accepts that hypothesis Y is valid for her representatives, she empowers them and gives them exhortation, yet does not feel the need to watch their every stride. Marion accepts hypothesis X is genuine, she feels the need to always control and administer each stride that her workers make. Christine even said that she feels like Marion is always watching her and tries to build her numbers just to recover her off her. Bruce expects that hypothesis Y is valid, though he doesn't generally appear to offer any backing to his representative since he invests the greater part of his energy in his office. Albeit possibly he is in his office all the time on the grounds that he accepts his representatives are extremely spurred and skillful.

2. From a customer service setting Heathers type of leadership seems to encourage the best out of the employees and allow them to feel the best about themselves. To have happy customers you need to have employees who are also happy and live their job. When employees do not have very set procedures than they are more likely to find faster and better ways to do things, plus not every customer will be the same so having the same procedures will not work well for all of them. Heather overall display the best leadership skills not only for the bank but for the new age of management thinking. Postmodern service industries require leaders who will guide and encourage their employees to be their best.

3. The best advice I can offer somebody moving into an administration position surprisingly is to tune in. As a pioneer, its critical to listen to what's on the personalities of your partners, customers, and associates to get a thought-feeling of the objectives they are attempting to accomplish and in addition the difficulties they may confront. Listening is likewise essential to comprehend getting a feeling of what makes individuals tick, what rouses them, and what may be keeping them up during the evening. Here are a couple of others critical proposals:

4. Vanessa is very nervous that she might get fired based on her low sales record and the negative feedback she had received from Bruce and Marion regarding her performance. As she had a very short conversation with Bruce and Marion I would suggest to interact more with them and solve the issues they had with her.

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