Airiel manages a team of 19 people in an in-store bakery. One of the key challenges of Airiel's job is to ensure his team produces the right products to meet demands at key times. His usual management approach is to allow the team to take responsibility for achieving the desired results. In this way, the team not only buys into the activity but also develops new skills
For example, when the bakery expanded its product range. Airiel needed to think of a way to ensure that all the products would be on the shelves by 8:00 am. However, rather than enforcing a solution, Airiel turned to his team for ideas. He asked them to generate as many ideas as they could to solve this issue. The team managed to solve the problem by agreeing to split break times, so that productivity could be maintained. Airiel's approach produced a positive outcome and increased the team's motivation
On the other hand, Sarah is a talented sales representative. She is quick to close sales deals but she has a habit of answering the telephone in an unprofessional manner. Sometimes when she has no idea what a customer wants, instead of trying to remain patient and professional by saying, 'Let me look into it for you and get back to you,’ she would simply reply, ‘I don't know’. This clearly demonstrates her lack of interest and unwillingness to help, which make many customers frustrated and angry.
Sarah's boss is aware of this behaviour, but he is waiting for her year-end performance review to tell her where she is going wrong. Unfortunately, this means that Sarah will continue putting potential customers off. Meanwhile, as Sarah's boss waits to provide her with feedback, the rate of customer complaints has increased and this has tarnished the image of the organization as a whole.
1. identify the leadership skills does Airiel use in handling the problem. Explain your answer in detail. based on situation above, which leader would you choose to work with? why
2. Do you think Sarah's problem can be resolved? what should her bos do after getting to know about this situation?
