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Effective leadership communication skills and organizational success
Effective leadership communication skills and organizational success
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The guest speaker, Mark Sanborn, talks about many aspects of customer service throughout the video. He speaks about leadership specifically. I believe the video supports what I have learned in Chapter 9: Leadership in Customer Service because Mark defines leadership as the ability to influence others like in the textbook. Mark states “having a title does not make you a leader”, which in our textbook is defined as an informal leader. An informal leader is defined as a leader who has no authority but does have the ability to influence others. Mark thinks that employees should be leaders even before they are given the title as a leader. He says “not having the title of a leader should never keep you from being a leader”. He also says that just
Henry Kissinger is quoted as saying that the task of a leader is to get people from where they are to where they have not been. This is also a reflection of the work of Vroom & Jago (2007) who state that leaders should motivate others to do great things. With correctional workers, effective leadership and management is essential to the safety of other workers. To those housed in correctional facilities, and to the community at large. How new leaders are trained and prepared for their important role is essential to the success of correctional institutions. This paper will address a review of best practice regarding leadership in correctional facilities as well as an analysis of Corrections Corporation of America’s (CCA) Samberg Program. Finally, the paper will address a specific training evaluation model to enhance the program.
Introduction According to the Oxford Dictionary, a leader is defined as “the person who leads or commands a group, organization, or country” (Oxford Dictionaries, 2013). Though there is a definition for what a leader is, people still have different ideas about what a leader should be and how he or she should act. There has never been a concrete idea of what a leader is; the only thing we know is that this person is the one in charge of the unit. We look at characteristics of those people we see as leaders and use those attributes to compare other people to see if they are able to be as good as, or even better than, those aforementioned leaders. We have to keep in mind that in different situations, leaders must do different tasks which indicates the need for different qualities.
Leadership at times can be a complex topic to delve into and may appear to be a simple and graspable concept for a certain few. Leadership skills are not simply acquired through position, seniority, pay scale, or the amount of titles an individual holds but is a characteristic acquired or is an innate trait for the fortunate few who possess it. Leadership can be misconstrued with management; a manager “manages” the daily operations of a company’s work while a leader envisions, influences, and empowers the individuals around them.
The authors try to define who is a leader. They say “Leadership is a process of influence. Anytime you seek to influence the thinking, behaviour, or development of people in their personal or professional lives, you are taking on the role of a leader.” (pg. 5) You might be a parent, a teacher, a nurse, a pastor, a coach, or an adult child helping her aging parents. There are differences between being a “life leader” (such as a parent) and an “organizational leader” (a manager in a company). The author defines leadership as influence in a positive or negative direction.
According to Business Dictionary.com, leadership is defined as the individuals who are the leaders in an organization, regarded collectively. It also can be define as the activity of leading a group of people or an organization or the ability to do this. Leadership involves the establishing of a clear vision, sharing the vision with other so that they will follow willingly, providing the needed information, knowledge, and methods to realize the vision and coordinating and balancing the conflicts interests of all members and stakeholders.
In a firm, management and leadership are important and needed. Leadership and management are similar. Actually, leadership and management are totally different. The leadership would influence the firm. The leader would have difference leadership styles to lead the subordinate.
What exactly is a leader? Is a leader the line by line definition presented to you in a dictionary? Is it just the person that leads and commands a group or organization? Or is it something more? Something beyond the obvious managing and directing. Personally I believe Ronald Reagan embodies the exact definition of what a leader should be. Reagan once stated “The greatest leader is not necessarily the one who does the greatest things, he is the one that gets the people to do the greatest things.” Being a leader has nothing to do with being the best. In the end, it doesn’t matter whether or not you are the star quarterback or the leading soloist. It doesn’t matter if you are the fastest runner or how high you can throw your the rifle. What I truly think makes a person a leader is having the ability to do something more that far exceeds throwing a football or hitting a perfect tune. What makes a person a leader is having the ability for looking out for your team. It’s about putting the team above yourself. A leader has the ability to look out for each and every team member when they are struggling. They are always on call and ready to help despite the situation at hand. Leadership is just something that can’t be switched on and off. Leadership is something that remains with a person. It consumes the body in which it inhabits presenting it’s owner with the desire to look after the team not only on the field, but off. It allows the holder to truly care about their team because they want the best for it. It gives them the impulse to keep peace in the unity but still push them to amount to their greatest potential. As Ronald Reagan stated, leaders get the people to do the greatest things.
We live in an era of communication challenges. It is an age of increasingly scarce management and education to the markets of tomorrow. To solve this problem, to improve and restore the competitive edge of business, I recommend teaching leadership as well as organization. We need to move beyond the simplistic and boring, everyday organizational skills commonly taught in core courses in business schools. Important as these skills are, we need to redirect our foci towards the essential ingredient required to put these skills to work – leadership. As Warren Bennis and Burt Nanus have expressed it, “The problem with many organizations…is that they tend to be over managed and under led. There is a profound difference between management and leadership, and both are important.” “To manage” means “to bring about, to accomplish, to have charge or responsibility for, to conduct.” “Leading” is “influencing, guiding in direction, course, action, opinion.” Other characteristics include: motivating and inspiring individuals, providing direction and vision, earning the respect of others, turning talent and efforts into results, and being an excellent communicator and listener.
1.1 Explain the value of customer service as a competitive tool Customer service is valued as a competitive tool by many organisations. It gives you the ability to gain customer loyalty while meeting the customer’s expectations. Staff will have the skills and knowledge that will provide a competitive edge. Most organisations are known for the quality of their customer service. This means that they are known for good customer service or poor customer service.
A leader is described as a person who guides others and has authority and influence over others. They work to influence others into meeting certain goals. There is no right or wrong definition of a leader and there is no recipe that ensures effective leadership. Successful leaders have a good balance of vision, influence, and power. Leaders gain their authority from their ability to influence others to get the work done; because of this, anyone has the potential to be a leader. (Finkelman. 2012, p15)
The Webster Dictionary defines leadership as an office or position, the capacity to lead, the act or an instance of leading (Merriam-Webster, 2011). Leader is defined as; a person who directs a military force or unit, a person who has commanding authority or influence (Merriam-Webster, 2011). The Army defines leadership as the process of influencing people by providing purpose, direction, and motivation while operating to accomplish the mission and improving the organization. (Department of the Army, 2006 pg 1-2)
Is a leader as defined in the Merriam-Webster’s Dictionary, merely one who leads - synonymous with a boss? Or something more? I believe that a leader is much more than that and can be defined in any number of ways. In attempting to define a leader personally, I will use both myself and others as examples.
Chan, K. W. & Maubourgne, R. A. 1992, Parables of leadership, Harvard Business Review, July-August.
Many people associate leadership with a specific job title or form of power within an organization. However, through personal experience, I have concluded that leadership can come in many forms and position as well as from multiple sources of roles and job titles both with and without power. Based on the definition of leadership, anyone can be considered a leader as long as they have the ability to influence people to achieve a particular result or goal which benefits the organization or group as a whole. Individuals with a secure sense of self and understanding, acceptance of diversity within an organization tend to be the strongest leaders that not only make others want to follow, but they also encourage other leaders to gravitate to their
I am a customer service representative at a health company funded by the state. I hear a lot and a lot is expected from me. My job description consists of talking to members over the phone. I explain about their benefits, services that we offer, obtain personal information, I verify authorization, look for provider and etc. With being the first point of contact I try hard to deliver the best customer service that I possibly can; so that I can show that I really cares about the members. The three core values that help me work with my customers are respect, honesty, determination, these three values has shaped me into the young lady that I am today, but most importantly they help me provide great customer services.