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Leadership and Management Assignment -

Describe a manager or leader you know, what management skills he or she has used and analyse them.

Activity Task - Reflect on, an environment in which you observed management and leadership interactions.  This environment may have been where you work or worked, sporting clubs, social groups, or at a university or school you attended. You need to think about a time when leadership and management skills were displayed by the people involved and the strengths and weaknesses which occurred. Reflect and analyse dynamic interpersonal work situations you will become a highly skilled manager able to better lead and manage people in challenging and dynamic work environments.

Answer - LEADERSHIP AND MANAGEMENT

Leadership Style Considerations

Leaders may get subjected to various situations and they are required to utilize suitable leadership approach and style so as to make quick decisions as well as be able to efficiently manage the situation. With respect to the situation that was witnessed by me, the leader of a reputable hotel, Harry Jasper, was caught in a tough situation where he was required to make strong decisions so as to overcome the damages that have been created by the situation. The leadership approach that was employed by that leader, Harry, was highly appropriate for the situation and the same was situational leadership approach. The leader, Harry, was familiar with different kinds of leadership approach and therefore was able to utilize the leadership style in an efficient manner. Situation leadership styles are highly applicable for situations that require the leaders to make decision based on the scenario of the situation and be able to manage the outcomes in an efficient manner (McCleskey, 2014). From the situation that was witnessed by me, I had realized that a leader is required to stay agile and ready to be able to face any kind of situation that may arise while managing an organization. The leader should under no circumstance give up on the situation or run away from it, no matter how difficult or tough the same may be (Thompson & Glasø, 2015). Furthermore, I have also realized that situational leaderships are effective in managing difficult situations and therefore, I would work towards gaining more understanding regarding this leadership style.

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Communication Style

The communication style that is employed by a leader play crucial role in the management of any situation. With respect to the situation that was witness by me, the leader, Harry, had employed composed communication style and was very careful with the information that was being shared by him. The leader, Harry, had presented efficient communication style that enabled him to communicate the required information that prevented the situation from escalating and had been successful in minimizing the impact that was generated from the situation. Communication style employed by any leader is crucial for taking charge of any situation as well as for minimizing the damages that may have been inflicted by that situation. The tactics that are employed during the communication processes are also significant for overcoming any kind of difficult situations (Merchant, 2012). The leader, Harry, had also presented negotiation skills to certain extent as the leader was required to make certain negotiations to manage the situation and therefore, it can be stated that negotiation is also a necessary component of communication that is employed by leaders. Communication is an integral skill that must be possessed by an efficient leader and the leader should have the ability to utilize the same in the manner, as an when required (Hackman & Johnson, 2013). I would work towards enhancing my communication skills so that I am able to take care of any situation that may arise during my position as a leader of any organization.

Personality Type

The personality of any leader is reflected from the manner in which they handle any situation as well as overcome the damage that may have been inflicted from the same (Johnstone, & Manica, 2011). The personality of the leader in the situation that he was subjected to illustrated that the leader has the caliber of taking care of any kind of situation and be able to overcome the impact that are inflicted from the same. The personality style of the leader, Harry, was very confident, and I would like to develop similar kind of personality for myself as I believe a leader is required to have strong personalities like the one demonstrated by this leader. It is important for a leader to have strong personality style that would allow them to maintain their leadership aura and would also mesmerize those surrounding them (Brandt, & Laiho, 2013). I aim towards gaining the right kind of leadership trait that would be similar to the personality type that was presented by this leader and I hope that I shall be able to apply the same in an efficient manner. The personality of the leader, Harry, also presented the attitude of being determined as he was determined to solve the issue that has emerged through the situation. Such kind of attitude is demanded from leaders and I expect to develop similar attitude in the future so that I too can present myself as an efficient leader.

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Motivation & Goal Setting

In any sort of work, be it personal or professional, motivation is highly important, which drives an individual or team towards achievement or success. The fact had been reviewed by numerous scholars over many decades, analyzing which, the self-determination theory was established (Siddique, Aslam, Khan, & Fatima, 2011; Miner, 2015; Eyal & Roth, 2011). This theory has been fundamental in providing a multi-dimensional conceptualization for motivational elements at various quality and levels of motivation. In the situation that was witnessed by me, Harry, the leader, had presented explicit motivational and goal setting abilities within just few moments, and the same had been the reason as to how he was able to overcome the situation. Generally, there are two types of motivation, namely- extrinsic and intrinsic, which determines the level of one's enthusiasm for conducting a particular activity. Different types of motivation that can be applied for an individual working in tourism and hospitality industry are illustrated below:

Identified motivation

I will provide service aligned with my personal values

Intrinsic motivation

I will serve the customers which brings me pleasure

External social motivation

I will provide service that will provide satisfaction to the customers

Extrinsic material motivation

I will serve the customers that will generate higher revenue and profits.

The most important goal in the tourism and hospitality service is to provide top-notch service that ensure total customer satisfaction, which also encouraged the employees to provide quality service. By maintaining proper communication and timely training processes, the leader, Harry, ensured that its workforce remained educated and informed about the latest offering in the particular industry, while providing the best in industry services. Another objective that was set for our group is related to acquire and develop abilities, from both personal and professional aspects. I believe this objective has been phenomenal in providing ample growth opportunities for an individual, while learning about the new technologies and event related to the tourism and hospitality industry. The goals that were set for our group were process based and performance based. Harty had been very supportive and motivating during the processes where we had to fulfil the goals. While meeting the individual or group targets accomplished performance-based goals, such as serving the customers so that they rated a 5-star complete satisfaction feedback, other goals, like providing minimal queue for customers at front desk to troubleshooting customer concerns on immediate basis, denoted process-based goals. Harry, as a leader, is very supportive and motivating and thereby

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Resolving Conflict

One of the best ways demonstrated while learning about conflict management was related to managing tones and trigger elements, which include both vocal and visual triggers (Knapp, Hall, & Horgan, 2013). The group leader, Harry, who is also the leader of the organization, has been maintaining a positive attitude throughout. It was well communicated that the customers must be given proper importance while they express their frustration or discomfort. However there had been situations where members in our group started to develop conflict amongst themselves. Our leader, Harry, used to stay calm and react neutrally to any conflict situations. There was one incident where one specific customer expressed discomfort and found fault in every service. While the member at the front desk tried to entertain the guest's discomfort, the internal staffs started to point at the negative attitude of the customer. There rose a conflict among the operational team members, where the leader, Harry, intervened and focused towards providing a quick solution to the situation in order to prevent the inner conflicts getting escalated. In that situation, the leader, Harry, himself discussed the matter with the guest, offering a discount for the inconveniences stated. However, in the back office, the manager educated all of his team member how to deal with such tricky situations and to avoid such inner conflicts. I have learnt from Harry that one is required to be very calm and composed while managing situations that have conflict as well as while resolving the same. The leaders have the responsibility of making the appropriate decisions for resolving the conflicts and for the same, and therefore, I shall focus on developing my quick decision making skills as well as learn the conflict resolution abilities so that I may be able to implement the same when I get the chance to be a leader in the future.

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