Leadership qualities of Frontline Manager
- What expectations and requirements would the organisation have about Jennifer's knowledge of the organisation, her performance and behaviour as a frontline manager?
The retail store expects Jennifer to play her responsibility right as frontline manager and display her best team leader quality in managing the employees and individual in the front-line department. As Jennifer already have previous experience of being a team leader, organisation require her to effectively manage team rosters and team members displaying behaviour of the professionally skilled frontline manager. The organisation also expects her to have proper knowledge over how this respective organisation work and how security and display be managed effectively and stock be controlled in order to increase the sales of products and increase the profitability of organisation so to prove herself an efficient frontline manager.
- What are sources of workplace information available to help Jennifer in establishing the organisation's requirements?
In order to establish and meet the requirement of an organisation that largely includes management and development of team rosters, displays, supervision of team members, coordinating security in department and stock control, Jennifer only has her team members and team rosters as a source of workplace information. Team rosters helped her to know about functioning specific section of the store letting her plan accordingly in order to increase display of retail store. Whereas, other team members let her know about information over other sections of the store along with their previous sales and revenue records letting her plan accordingly to maintain potential sales or increase it.
- How could Jennifer monitor her own performance?
In order to monitor her own performance to know how she is doing being in a position of frontline manager, she may collect weekly or monthly feedback from team members she is supervising in order to seek in-depth sight how her communications skills are? Is she able to communicate properly with team members and if they are able to perceive information and target being provided to them. Moreover, she can also track the number of sales, in-flow and outflow of stock to measure her responsibility in increasing productivity and overall profitability of the organisation by attracting more customers to stores, being a frontline manager.
Describe how Matthew can behave as a positive role model to his team during this period of change.
In the environment of organisational change, Matthew needs to have a positive approach toward employees that are facing the sense of fear and might resist change within the organisation. He will need to build and earn the trust of employees being a trustworthy manager so that employees feel comfortable and free in expressing their concern about change and what problem they are facing (Burke, 2017). Matthew would require to make proper arrangement for employees who are looking for ways to manage their transport and family as the implementation of the rostering system will extend trading hours. He can communicate with employees who are resisting change about the advantage rostering system would offer over rivals in the marketplace making them agree to respond positively towards change. This is how he can be role model to his team in a period of change.
Describe the characteristics of an effective performance plan.
Performance plan would set up evaluating system from employee performance and their annual appraisals. A good performance plan must be straightforward and simple to understand in which plan being clearly defined with goals and scoring purpose making it effective in attracting the interest of employees to perform productively. Another characteristic of performance plan that ties employees with goals into the larger picture where employees should be informed about how accomplishment and the individual goal would help the company to achieve the overall objective/goal.
Develop a range of key performance indicators that would be suitable to monitor and report on the performance of customer service officers.
The range of key performance indicator that Courtney being responsible for managing eight customer service officers might monitor it through several key performance indicators that will include ‘overall satisfaction’ of customers to the services provided to them as more satisfied customers better customer services. Another indicator is ‘conversion rate’, enabling how likely customers are making a purchase or other actions indicating effective communication of customer service officer. Thirdly, it is ‘average resolution time’ and ‘number of resolved issues’, these indicators will indicate assistance and quality of services delivered by the officers concerned where average resolution time must be low, and number of resolved issues be high indicating that customer service officers are performing their responsibility and job role effectively (Stark, 2015). Finally, ‘active issues’ must be low indicating that officers are quick in resolving issues fairly while respecting the privacy and needs of customers.
- Describe the method you would use to communicate with your senior manager regarding an issue you have identified with the organisation's standards or values.
While communicating with the senior manager one at the subordinate or employee’s position within the organisation must have respect towards the higher authority. In order to express issues in organisation's values and standards, one must use the method of direct verbal communication where one must be confident and have all authentic evidence to support their information avoiding the case of being wrong that may affect his relationship with managers. There should be logic in whatever being said and must know their numbers as they are speaking to high-level decision makers within the organisation. Statistical data and customer's feedback over the organisation's products and services being offered should be presented that will reflect perception and believe of customers over brand value and standard.
- How would you respond if you were required to behave in a way that did not align with your personal values?
In a situation where my personal values did not match, there would be internal turmoil inside my mind as for me my personal values are the most important element in building my personality. My motivation level of doing certain work will be low, and there are chances that I might leave that organisation/place of work. Moreover, there would be the consistent level of stress between the organisation and me as being part of the organisational function that would not be good for me and organisation work as well. The personal value of individual engages the energy, and in the case where the organisation does not value and violate it, restoration takes place where an individual finds new energy to overcome and perseveres (Corner, Markowitz & Pidgeon, 2014).
- How would you model behaviours to team members that would encourage them to contribute to developing an organisation, which has integrity and credibility?
Towards encouraging the behaviour of employees in developing organisation function that will have credibility and integrity, the behaviour of respect for another individual within the workforce, their cultural background and feeling of integrity can be inculcated. For increasing credibility of the workforce, team members can be provided with training and development programs to increase productivity and profitability of the organisation. Additionally, performance appraisal of team members might be induced that will drive members to perform in an effective way. The practice of effective communication would be another characteristic that could be engaged to avoid misunderstanding and conflicts.
- How Roshani and her team could go about resolving the problem of inappropriate use of the Internet and email by team members.
For resolving the issues of inappropriate use of email and internet at the workplace by the team member, Roshani and her conflict management need first to understand that responsible members are mostly adults and they are aware of what they are doing thus she needs to act accordingly. Group problem-solving techniques would only be effective if team members do have self-realisation that they are using the platform of online communication for wrong purpose (Jarzabkowski & Kaplan, 2015). The organisation must gather relevant information about who is responsible for the issues helping team members to act accordingly while decision making. Team members should be informed about legal complications they are going to face if they continue to harass others through sexually inappropriate materials. Timely communications should be done with every employee in order to know their issues that they are facing and regular monitoring of email, audio and video surveillance and internet content over organisation's site must be done on regularly in order to plan other measures taking strict steps.