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Hi, this is a
scenario-based question. I have attached the scenario and questions in the
document. Must follow the Requirements that are
listed in the template. Will provide more details if needed. Thanks
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Scenario For Task:
You have been working as a customer service agent for the past two years for Corollary
Marketing Inc., a midsize firm founded in 2004. As part of orientation at the time of hire,
the company provides all of its employees with its list of values:
Company Values:
•
Excellence: In character, decision-making, and service to our clients and
customers, we strive for distinction and actions of which we can be proud. Each of
the following values contributes to this overriding charge.
•
Integrity: We do the right thing, regardless of whether someone is watching. Our
word is our bond; we carry a duty of care and responsibility to act ethically.
•
Humility: We conduct our work without our egos. Our actions embody respect,
humility, authenticity, and openness and invite feedback and input. We actively seek
ideas and feedback from employees and value every voice and contribution.
•
Trust: We extend the belief and feeling that others can be relied upon. We strive to
be trustworthy by showing compassion and consistency and by communicating with
care and truthfulness. We are authentic and transparent.
•
Growth: Our best today may not be good enough tomorrow, and we continually
seek to improve. Both personally and professionally, we aim to accelerate employee
learning so that we can become better able to meet customer and company needs.
•
Respect: We believe that each person (employee, customer, vendor, etc.) has value
and rights. We act based on facts and always assume positive intent. We celebrate
the differences in people and seek to utilize each person’s unique knowledge, skills,
abilities, and perspectives.
The former customer service manager, Omar, was recently promoted to senior manager of
the department and has asked you to apply for the open customer service manager
position. After applying and interviewing for the position, you are offered the job, which you
accept.
During your time working at Corollary Marketing Inc., you have become friends with several
coworkers, including fellow customer service agent Sophia. After your promotion is
announced, Sophia congratulates you on your new role and shares that she is excited to
work on your team under your leadership.
On your first day in your management position, you meet with Omar to discuss the
expectations and responsibilities of your new role. He states, “As a manager, you are now a
representative of the organization, and it is important that you ensure your values align
with the organization’s values. You now have the opportunity and responsibility to help your
team achieve overall organizational goals.” Omar explains some of the responsibilities of the
manager position, including leading weekly team meetings, hiring, budgeting, completing
employee performance reviews, and resolving team conflicts. He reminds you of the diverse
nature of the team, with varying races, gender identities, thinking styles, and more.
Omar also mentions two specific issues that will need to be addressed right away: “Your
first task as the new customer service manager will be to select a team lead from the
current team members. Second, many of your direct reports were previously your peers and
are your close friends. This may bring its own challenges.”
This friend group includes Sophia, who is excited to work for you and has expressed interest
in the team lead role. Sophia has been with the company for one year as a customer service
agent and has received exceptional performance ratings, showing leadership potential. Also
in consideration for the position is Michael. Michael has been with the company six months
as a customer service agent and has received below-average performance ratings. In fact,
Michael is currently on a performance development plan. Omar hired Michael because they
had worked together at a company prior to Corollary Marketing Inc., and Omar has
recommended Michael as the team lead. However, Omar asserts that the final decision is
yours to make. Next, Omar specifically discusses the issues of fairness, transparency, and
unconscious bias as these could be concerns in your team.
Omar reiterates that you have been hired for the manager position because of your
consistent outstanding performance as a customer service agent and that he and other
leaders in the company are confident in your abilities. Further, he affirms that this will be a
great opportunity for you to grow in your career while you help the organization achieve its
goals. Omar shares that the transition from a top-performing individual contributor to a
leadership role is often challenging. In this case, it is going to be a big change not only for
you but also for your former peers since they are now your direct reports.
To help you prepare for this transition from an individual contributor to manager, Omar asks
you to take the VIA Character Strengths Survey to help you better understand your
strengths and your opportunities to grow in your new leadership position. You will be able to
use the results of this VIA Character Strengths Survey as a tool for self-reflection and to
begin to develop as a values-based leade
5 Top strengths:
1. Judgment (wisdom)
Thinking things through and examining them from all sides; not jumping to conclusions; being able to
change one’s mind in light of evidence; weighing all evidence fairly.
2. Prudence (temperance)
Being careful about one’s choices; not taking undue risks; not saying or doing things that might later be
regretted.
3. Self-Regulation (temperance)
Regulating what one feels and does; being disciplined; controlling one’s appetites and emotions.
4. Honesty (courage)
Speaking the truth but more broadly presenting oneself in a genuine way and acting in a sincere way;
being without pretense; taking responsibility for one’s feelings and actions.
5. Kindness (humanity)
Doing favors and good deeds for others; helping them; taking care of them.
5 Less strengths:
1. Humor: (transcendence)
Liking to laugh and tease; bringing smiles to other people; seeing the light side; making (not necessarily
telling) jokes.
2. Spirituality (transcendence)
Having coherent beliefs about the higher purpose and meaning of the universe; knowing where one fits
within the larger scheme; having beliefs about the meaning of life that shape conduct and provide
comfort.
3. Bravery (courage)
Not shrinking from threat, challenge, difficulty, or pain; speaking up for what’s right even if there’s
opposition; acting on convictions even if unpopular; includes physical bravery but is not limited to it.
4. Zest (courage)
Approaching life with excitement and energy; not doing things halfway or halfheartedly; living life as an
adventure; feeling alive and activated.
MUST FOLLOW THE REQUIREMENTS LISTED BELOW
1. Describe an experience in which you used one of your five signature strengths (i.e., the
first five) from the survey results to overcome a challenge.
Note: Consider experiences from a school, volunteer, personal, or professional setting.
•
Requirement: The submission describes an appropriate experience, including specific
details, in which the learner used 1 of the 5 signature strengths from the survey results to
overcome a challenge.
1. a. Explain how you could apply the strength identified in part 1 as a values-based leader in your
new position as the customer service manager from the scenario.
•
Requirement: The submission includes a plausible explanation of how the strength identified
in part 1 could be applied as a values-based leader in the new position as customer service
manager, including specific details.
2. Describe an experience in which being stronger in one of your five lesser strengths (i.e.,
the last five) from the survey results could have positively influenced the outcome.
•
Note: Consider experiences from a school, volunteer, personal, or professional setting.
•
Requirement: The submission describes an appropriate experience, including specific
details, in which being stronger in 1 of the 5 lesser strengths from the survey could have
positively influenced the outcome.
2.a Explain how improving the lesser strength identified in part 2 will help accelerate your valuesbased leadership abilities in your new position as the customer service manager.
•
Requirement: The submission explains, using specific details, how improving in the area
identified in part 2 will help accelerate the learner’s values-based leadership abilities in the new
position as customer service manager. The explanation is logically reasoned.
2.b List three actions you can take to grow in the area identified in part 2.
•
Requirement: The submission lists 3 actions that would help an individual grow in the area
identified in part 2.
3. To set the tone for your new team, explain to them who you are as a values-based leader by doing
the following:
1. List your top three values as a values-based leader from the List of Values:
Three Values are : Accountability, Respect and Understanding
a. Explain how you will use these values to serve the team and organization in the scenario.
•
Requirement: The submission explains, using specific details, of how the learner will use
each of the values listed in part 3.1 to serve the team and organization in the scenario.
C. Based on your understanding of who you are as a leader after completing parts A and B,
address the following points:
1. Discuss two leadership challenges relevant to ethics and values you could face as the new
customer service manager regarding selecting and announcing the new team lead.
Note: Consider your purpose as a new leader, ethical principles, relevant stakeholders,
your expectations and point of view, and any assumptions you have made.
•
Requirement: The submission discusses, using specific details, 2 leadership challenges
relevant to ethics and values that could be faced by the new customer service manager
regarding selecting and announcing the new team lead as described in the scenario.
2. Discuss how you, as the customer service manager, would use two of your top three
values from part 3. 1 and two of the company’s values in a conversation about the hiring
decision with the person who was not selected as the team lead.
•
Note: Consider values, ethical responsibility, and personal and professional
consequences.
•
Requirement: The submission discusses how the candidate, as the customer service
manager, would have a conversation about the hiring decision with the person who was not
selected as the team lead using 2 of the top 3 personal values identified in part 3. 1 and 2 of the
company’s values. The discussion is appropriate for the situation and includes specific details.
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