Working With and Leading Others: Technofix

Working with and Leading Others: Technofix
Section 1) Introduction
Technofix is a retail outlet that sells computer hardware and software. The branch at Mall of Emirates is in need of sales assistant where in the key responsibility would be to sell as much as possible. The company went under a lot of stress when there were employees found cheating and left the company.
Technofix is in need of staff that can be ready to work in teams, entrepreneur, patient in assisting customers, and maintain proper customer relationship systems. It is very essential for a sales manager to realize that in order to earn customers loyalty it is necessary to build a winning team. In a particular team, there are many different people with different cultures, nationalities and experience come together to achieve a common goal. It is very necessary for the manager to understand that each team members way of thinking and the way of implementing the solution will be different.
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Figure 1: Team Requirements
Section 2)
Description
Task B Building a Winning Team
1) Mix of knowledge, skills and experience necessary for a team and fulfill its functions
Team building is a means to provide employees with the opportunity to make use of creativity in the work. The managers are using a team effort where they are able to create something that was useful to the company. When employers give their employees more freedom to express their knowledge they possess, they open the gate for more innovate thinking.
It is very essential to know the temperament of the team and guide them when they have decisions to make. They should be realistic in nature and
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identify people showing competency. When a tem leader focuses on accelerating performance and being idealistic, the members feel a part of the group and the productivity will increase.
An effective team is one where there is group cohesiveness and the rules and norms of teams all laid out in a well-defined way. When working in teams there will be few difficulties that the team members might face about the conflict management, poor definition of the tasks, lack of empathy and no compromising. At Technofix, the sales assistants analyzed for the various skills they possess and steps taken to increase their abilities to do well in customer service.
2) An analysis of dynamics within teams and suggestions of how to stimulate and promote team spirit to motivate and support team members
It is very essential for members of a team bound with a common purpose and achieves it by mutually understanding each other. They should also be highly interactive and be able to sort out difference if any before they embark on their project.
It is very essential to have teams that have members who are loyal to each other and have confidence in each other whilst at work. All the information communicated frankly and their decisions taken care. In the Page 3 of 24

process if encouraging members to develop roles with the groups, it is essential to know the team dynamics.
The teams need to facilitate the process of learning within new groups and encourage their fellow members to be more involved in putting forward new ideas that can lead to improvements in the customer services and performance. A manager has to resolve these issues to work in harmonious teams.
In team dynamics, the teamwork helps to decrease the alienation affect which some of the employees feel while they are working alone. When team leader is able to recognize the differences that exist between the members of a multi-culture team and it can help the organization to take advantage of a diversity of experience and thoughts.
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3) Relationships
In the case study of Technofix, the team at Mall of Emirates is very cohesive in nature but the employees organized in their daily work schedules so that they do not feel disorganized. It noticed when a team or a group given a common goal. They perform the work assigned together to achieve the results which are of higher quality standards. Any successful team usually consists of members who are either seven or eight. It taken care that each team member must be careful not to duplicate others work so that they can remain productive.
4) Encourage members to develop roles during team assignments
The most essential part of teams is the rewards associated when the goals achieved as desired. They may range from appreciation to bonuses to rise in salaries. They empower the individual to work more efficiently and employees enjoy greater satisfaction.
When
the
teams
given
the
opportunity
to
share
their
different
perspectives and increases their skills and strengths. When these combined, they help and can create new knowledge & more innovative ideas.
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Team members roles and role interactions have become very predominant. They represented as a four factor, which used to test how interactive the team members can be. When the team members focus on subjective things such as feeling, concerns, they are using skills that are more reflective in nature.
The four factors are active, people, reflective and things. Role of the team member defined is as harmonizers and more reflective. People oriented and reconcile difference among the team members, and then the explorers are more towards gathering of important information. They make a difference in the role assigned to them, then come the regulators who are more concerned with making plans and organizing the work. Finally, promoters interested in implementation of the team goals and give outputs to the external members of the teams.
5) The process of empowering teams
Empowerment is a process where by the employers are putting their employees as team members who are in a position to make decisions for themselves without consulting the manager. The manager is required to help the team develop roles and give them some responsibility with a measurable outcome.
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Technofix are undergoing change from a participative nature to a team oriented nature. The innovation that has come has required organizations to be having a more realistic approach to the process of generating ideas and development process. It has become very essential that the members of the teams given tasks independently and their progress monitored. At Technofix, it is essential to promote the roles of harmonizing and then exploring and the roles of regulating and promoting should be acting as the supporting functions.
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Task C Leadership and Leaders in Teams
1) Styles and Theories of Leadership
Leaders pay more attention in to scan and know their environment, and more focused to know the mood and concerns of both individuals and larger audiences. Participative style of leadership where the leader needs to carry the team confidently as they should be firm in believing the success of the strategies they adopt. Another style is the transformational and the transactional leadership styles are those to that help to create trust. They use their personal integrity as a critical part of their strategy, which they will be using to change the employees. Transactional leaders are those that use the management by exception method, where in they focus on comparing the results with the expected performance and measure the results there in. Transformational style of leadership focuses on selling and the transactional focuses on more of telling style.
There are many theories of leadership that often discussed to highlight the more role of a leader. These theories when combined with the generic strategies help the team members to achieve their objectives collectively. They can also help them to develop skills that are more conversational and help in improving the listening techniques. The contingency theory of leadership focuses on the situational type of leadership where the degree
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of confidence the members have on the leader is measured. It also stresses on the task structure, which fully followed, and the position power that is inherent which includes the rewards structure and the punishment associated.
Another style of leadership is the path goal theory that postulates that the most successful leaders are those who increase subordinate motivation by charting out and clarifying the paths to high performance. They motivate their followers to achieve group and organizational objectives. They make sure they have control over the outcomes and the subordinates. In addition, there is the Hersey and the Blanchard theory relates that the approach is more effective as the leader chooses the ways according to the situation and they offer suggestions and the degree of adaptability focused.
2) Effective communication of vision, goals, valued to colleagues and promote understanding of how to delegate objectives
It becomes very essential that the leaders have a unique vision and they understand their team members and empower them to achieve that common vision. There are the 4 Es that are used to empower the team members. They are the Envision which states that leaders have a vision and they should be able to get started for that vision and distinguish between the real objectives and those which are for organizational Page 9 of 24

achievable. Then is the enable, which states that the leaders must decide on the tools and the methods that used to achieve the objectives. Then come the power to help the team members have a contractual obligation for the success and failure but given the mutual freedom. There has to be trust via empowerment and focused on having patience, setting clear ground rules, getting all the issues resolved. Finally the element of energize is to team to focus on the goals and put in all their energies and efforts to achieve it.
Delegation of the authority should come with responsibility and well communicated to the members that the values of the organization are very important to adhere. Trust and success are two ingredients the new Manager knows to instill in his new employees. Maintaining confidence throughout is necessary and this can make the team more goals oriented. At Technofix, it is essential as a manager to plan and be clear and take responsibility to mould the team and make them confident to be well serviced with the customers and achieve milestones that can help in transforming the image of the company.
3) The theories and practices of motivating colleagues to achieve objectives
Motivation defined as a process, which starts with a physiological or psychological need that in turn activates a behavior or a desire that Page 10 of 24

focused on achieving a goal. Any employee expected that they show increased and qualitative productivity to the manager. The behavior of the employee is very important as it influences the work environment setting.
Employees never given a chance to demonstrate their skills then the manager will never be able to find the outcome in employee performance. Motivation considered as an act by the managers and it is a continuous process and is systems oriented and is different from job satisfaction. Some of the motivational factors are rewards, appreciation, status etc.
Maslows hierarchy of needs theory states that an individual is motivated by the 5 universal needs which are physiological needs, safety, social, ego and esteem needs, and satisfaction of these states that they are highly motivated to give their performance. ERG theory by Alderfer that states that the hierarchy needs not followed and any higher order need needs fulfilled first.
It focuses on growth, existence and relatedness. Then there is Hertzbergs two-factor theory that focuses on motivation and hygiene factors. It demonstrated whether the job done exceptionally well, when negative feelings developed, etc. It focuses on the factors that satisfies and dissatisfies the individual.
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Motivation to colleagues is very important and at Technofix, done using training, proper welfare activities, promotions and transfers as this will make them more efficient, improves their morale, facilitates innovation their daily work.
4) The role of leader to promote confidence among colleagues to engage with change
As a new leader on board the team of Technofix, one has to learn to communicate what expected from the team members. It is important to communicate both the positive and the negative information so that in case of any problems they are resolved easily. It is very essential that they be motivated to show concern in the work that assigned and they demonstrate the interest in listening to the ideas.
Change is something which every manager or leader has to incorporate in the objectives and should be well communicated to the team. Change is sometimes difficult to adept to but it required ground rules to establish it. At Technofix, the manager needs to build sales assistants who can be more accurate in their work and also those posses the required computer skills and knowledge. They will also be required to possess basic knowledge of the products and services, have selling skills, use the telephone, merchandising the products etc.
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5) The role of leader in empowering colleagues to present their own ideas and develop their own ways of working within agreed boundaries and provide a lead in their own area of expertise.
It is very essential that the manager at Technofix focus that there is tough competition in the market and in order to fight that, he has the responsibility to develop competent groups of people who have the skills and the ability to work efficiently. The sales assistants should be empowered to have a greater and in-depth knowledge of the things that will be required from them. The sales manager / HR manager at Technofix should ensure while recruiting that the sales assistants are more smart, flexible and efficient. They should be able to understand that they need to work in a team and share their problems to overcome conflicts and be negotiable. Next, the outline ways can help the manager at Technofix can take as a leader to empower his team. Identifying the skills possessed by the team members and role-play with each of them to know their level of understanding and assess their suitability of the work.
Continuous monitoring of their tasks and the way they handle customer inquiries, complaints observed and comments given thereafter. Using mystery people who can come, test the knowledge of the sales assistants, and then give them general feedback about their performance in a way to test them independently. Reduce the gap in the thinking process by Page 13 of 24

having more focus on developing their skills, attitudes and behavior and making them realize that given a change to be a manager at the next promotion level.
Focus on induction, training and development of the needs of the sales assistants and reduce the shortfall in either their group or individual performance. Clarify the relationship and the reporting authority and embed the culture and the organizational change at all the levels of the group not beholding any employees performance.
Technofix
needs to
reward
and motivate
the employees
without
increasing the costs by way of meeting their requirements more efficiently and by addressing their changing demands, keeping up with competition and the technology. When implemented, it observed that in Technofix, there will be increased productivity, reduced errors, and improved customer satisfaction as well.
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Task D Role Playing
1) Work Activity of Role Playing at Technofix using objective setting techniques and processes
The main objective of role-playing at Technofix is to assess the real time worth of the employee in solving the problems encountered or how they deal with customers. There were forms used to check whether the employees felt motivated and concerned when the calls were logged in. the process used was evaluation of their objectives and the company objectives and a matching made. There were minimal difference and aligned accordingly.
2) Suitable delegation techniques to motivate the employees.
The most natural way to delegate is through coaching and counseling. Due dates and timelines will be communicated and relatively the performance will be taken care of. In addition, it will be important to delegate the other tasks and allow decisions taken at more levels that are responsive.
New challenges given and they can be motivated to improve their productivity. Routine tasks delegated first and then certain projects that
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handled independently like a big client base of the shop administered and this would make the employee motivated.
3) Employees development needs and Suitable ways to assess employees performance
One should be confident when expressing the desire to help a customer. In addition, Saeed has not asked clearly, what is required to do and have asked the customer to bring the computer to the shop? This shows that the communication gap filled in and Saeed should be more deliverable and being reactive to actions. He needs training to make the sales call more pleasing, have all the details jotted down, and try to give the corrective measures and solve the problem readily. The main
development needs that Saeed has to focus are on improving the customer needs.
4) Identify factors affecting the quality if employees performance and clear and constructive feed back
The main factors that affected the performance of Saeed were the communication factor and constructively solved by using the performance appraisal and evaluation methods. As a manager, through performance evaluation and the appraisal used that, Saeed seemed to be a fit for the
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position of sales assistant at the senor most but turned down due to some criteria not met.
Saeed is extremely contributive to the sales meetings and clearly articulates his work with everyone. He is clear speaker and an ardent listener and quality and quantity of work meets expectations. He is highly credible when speaking and does not use unnecessary jargon when speaking to customers.
Saeed solves key issues quickly and when under pressure delivers extremely well. On the other hand, he has little knowledge on how to meet the customer requirements when they are asking technically and trained in that field. He was asked to join in more on the job training classes and more of role-playing activity with colleagues organized.
5) Incorporation of assessment results in personal development plan
A personal development plan was made for Saeed where in the results of the above assessments were incorporated stating that more focus should be given on learning new techniques to assess the calls made by the customers and handle them pleasingly. There should be efforts made to learn technical knowledge of the computers so that there is more scope to develop in that field. The main strength that Saeed has is the enthusiasm Page 17 of 24

to work but the focus on which area is the main weakness that needs addressing. Saeeds belief in working is another asset for Technofix. His statement of purpose is also such that he wants to be clear in his personal vision and expected from him. His core values are honesty, integrity, and respect for all. The kind of leader he wants to be is one who leads his followers to achieve the common goal.
The Leadership Effectiveness and Assessment Development (LEAD) form showed that Saeed had the potential to be responsible and needs to be motivated to work. His thought process is very creative and his ideas were worth a vision to achieve.
Saeed demonstrated that he had the objectives of introducing new methods further enhance the shops productivity and profits. He was talking as a whole team and wanted to improve the performance of everyone.
6) Interview With Mr Saeed.
In an interview with Saeed, he is very enthusiastic about working and his skills and expectation match the requirements for a senior post. He
focuses on the results and the performance is far above expectations. Only issues are the training requirements and the process changes that
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changed in a few days time so that he can be more productive given the fact there is already so many chaos.
When the role-playing exercise done, some excerpts when the Manager was acting as the customer: Customer: Saeed, can you tell me about Technofix. How it can resolve hardware issues? Saeed: Well. Uh. Um. Technofix is really great is solving the hardware issues for any computer and it can solve all your hardware issues. Customer: Ok it sounds that good. I have some network card related problems. Saeed: I think we can resolve it but do bring the computer to our shop. Customer: When should I bring and can I have the office timings? Saeed: You can bring in anytime from 8.00 till 6.00 and we will try and resolve it.
Section 3)
Conclusion
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It is very essential that in order to build a good team, one should see to it that the teams deliver on time and attend all the meetings when the team leader has scheduled it. In addition, it should be necessary for a team to interact in all meetings and speak out rather than be afraid.
One should look out for reaching that extra mile that will be contributing to the teams success. When the team leader is really empowering his /her team members, one should be aware of never to delay the action points or make excuses and tell the teammates of the time contribution put in.
In conclusion, team building is an exercise that always considered good for the employees in order to develop their inherent creativity, help build their morale, and helps in encouraging interaction among their
colleagues. Teams believed to create new ideas, motivate their members and significantly contribute more to the objectives rather than their individual contribution.
Charismatic Leadership is a style of leadership where the leaders pay attention to the individual they are talking to and make them feel that the individual is the key employee in the team. A leader is also responsible to communicate the vision, goals and objectives in a well-defined way to his followers by having open dialogues and explaining them what expected from them. Page 20 of 24
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Section 4) Bibliography
Andrews, F. A., Mitstifer, D. I., Rehm, M., & Vaughn, G. G. Leadership: Reflective Human Action. East Lansing, MI: Kappa Omicron Nu Honor Society, 1995.
Bennis, Warren. On Becoming A Leader: The Leadership Classic. Boston, Basic Books, 2009.
Dench, S. Trading Skills For Sales Assistants. UK, 1997.
Johnson, Heimann, O'Neil. Leadership Issues. Journal of workplace Learning, Bradford, ProQuest, 2001. Vol. 12, Issue No. 4.
Jones, Sandra. The Role of Leadership. Texas, 2001.
Kotter, J. P. Leading Change. Boston, Harvard Business School Press, 1996.
Scarnati, James. On Becoming a Team Player. Phoenix, Emerald at University of Phoenix, 2001.
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Sellars, David. On Developing and Role Playing Effective Sales Presentations. New York, South Western Educational Publishing, 2005.
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