HR9737 Leadership and Management

  1. Demonstrate the ability to work in culturally diverse groups and teams and make appropriate and personal contributions to team effectiveness
  2. Have critically evaluated personal strengths and weaknesses and have demonstrated the ability to engage in reflective self-development.
  3. Have critically reviewed the development of inter-personal and intra-personal skills in relation to what employers seek in postgraduate students

Answer:

Part Aum

Self-Awareness and its Importance

The knowledge about self and making use of this knowledge to understand and monitor the emotions and thought process of one’s own thereby understanding their impact on the decision making is known as self-awareness. The highly self-aware people are in a better position to evaluate themselves, manage their emotions, better at self-control, align their behaviour concerning the values they hold and be more able to you correctly understand how they are perceived by others (Taylor, 2010). It can be rightly said that people who are highly aware of themself can better interpret their feelings, objectively thought processes and actions. Knowing oneself is a rare skill. However, it is important to develop this scale of self-awareness because it allows an individual to improve his skills as a leader and helps in the overall development (Showry & Manasa, 2014).

One of the most important perspectives for the development of leadership and management quality is the concept of self-awareness. It acts as the basis for most of the leadership skills (Eriksen, 2009).

It is important to have self-awareness as it offers a wide range of benefits for the development of leadership as well as management capability. Some of the benefits are-

1. Researches mention that leaders who are aware of their inclinations and strengths are seen to be more successful. They are in a better position to minimize the impact of their weaknesses because of their capabilities and this is how they make the best of them (Tekleab et al., 2008)

2. Even the productivity levels of the employees tend to be better who have higher levels of self-awareness.

3. Leaders are better able to make rational decisions by setting the priorities if they are aware of themselves.

4. Leadership maturity comes hand in hand with self-awareness and hence it is noted that it is successful leaders who take even the negative feedback constructively thereby reaching a better decision instead of taking it personally and getting stuck.

5. Employees and successful leaders are better able to build and maintain professional and personal relationships because of their high levels of self-awareness.

6. Leaders with higher levels of self-awareness are in a better position while managing their capabilities.

7. Another reason as to why the concept of self-awareness is is very important and acts as a valuable asset for the development of leadership is that 8p pal who is self-aware are better able to communicate which is an indispensable skill for a successful leader.

subject academy

(Diagram 1, source: https://www.tckpublishing.com/self-awareness/)

The above diagram shares few reasons as to why self awareness is important.

Giving And Receiving Feedback and Its Importance To The Development Of Self-Awareness

One of the best ways as to how talent can be noted is by offering valuable feedback to the employees for the people in general wherein personal development opportunities can be provided employing this valuable feedback. The development of self-awareness begins with the recognition of the position as to where they are right now, where they wish to be and what is expected from them to reach that future point. To have a deeper understanding of oneself, it is important to identify and understand their strengths and weaknesses which is where the feedback plays an important role thereby providing a ray of light to the person. When the managers and colleagues provide feedback to the employees, it helps them to gain more self-awareness regarding their key strengths, message and the areas which need to work on. This can be used as an opportunity by the employees for their personal growth and development. Feedback can help the individual take the learnings from it to gain knowledge about himself by establishing individual goals (Jug et al., 2019). Besides this, an individual can understand the impact of their behaviour with the help of feedback. Not only this but receiving and giving feedback also helps in boosting the motivation of the individual as his thoughts and opinion are valued when his feedback is sought which further encourages a positive attitude among the people, freezers confidence, gives them a purpose thereby helping in the development of overall strengths.

Motivating Self and Others and Its Importance To The Development Of Self-Awareness

The ability to motivate yourself is known as self-motivation which is important in skills as yourself to meet your set goals and carry on despite having various setbacks thereby seeking new opportunities as well. An individual is better able to push himself to meet his objectives and goals if he knows himself better as now he is in a better position to motivate himself. The perspective of an individual widens because of self-reflection and self-awareness which further allows the person to see things differently. This helps in the better categorization of his goals more effectively and efficiently. Self-motivation and motivating others is important for the development of self-awareness as it helps to identify our strengths and weaknesses because of which we can survive in the competitive world where it can be used as skills. Motivating self and others also help in the achievement of personal as well as professional goals and which all the team members can be motivated in a similar direction and both individual and organizational goals can be achieved simultaneously. Self-motivation and motivating others is a key indicator of a successful leader as well.

Target Job/Profession/Industry/Sector and Selected Topics

I wish to work in the service sector particularly as a customer relationship manager in a reputed hotel. This is because I love to interact with people. This gives me the feeling of representing my organization as the face of the organization which would be a worthwhile responsibility in itself. Also, I feel my role will help me to make the lives of the people better genuinely which would give me satisfaction at the personal level. I would be making a real difference in the lives of the people by offering my services.

Keeping in mind my target sector, role and industry I have chosen the above topics which are giving and receiving feedback and motivating self and others and their importance for the development of self-awareness.

Giving and receiving feedback is very important in the case of customer relationship management area particularly as otherwise I would not be aware of the impact of my actions on others  (Maslovat & Franks, 2015). Giving feedback would help me to align my team members in one direction wherein I can lead the team successfully towards the achievement of organizational as well as individual goals. Receiving feedback would help me to identify my strengths and weaknesses so that I can use my strengths at the right place and it worked upon my weak points to turn them into strengths. Working as a customer relationship manager always requires improvement from time to time and giving and receiving feedback would very much help me towards the achievement of my goal. Similarly, self-motivation would always help me serve the customers better each time and each day. I will be in a better position to make a difference in the lives of the people if I will be self-motivated and alongside I will be motivating others as well.

Own Attitude Towards Self Awareness and Career Development

There is no harm in having a conscious knowledge of one’s feelings, characters, desires and motives. My attitude towards the concept of self-awareness is positive meaning that one should be aware of oneself as it helps to build our career and lead towards the path of success. As the business environment is highly dynamic and chaotic in nature, it is very important to you have a high level of self-awareness which would eventually help in the career development of a person. People are taking ownership of their career development by understanding the importance of self-awareness which would help in the identification and understanding of the strengths and weaknesses of a person thereby helping him put to use his strengths at the right place and turn his weaknesses into strengths by working upon the weak points. When you better know yourself, you have a better knowledge of your strengths which helps a person to contribute increasingly at the workplace as now the person has a better understanding of his unique abilities. A person having a high level of self-awareness is known to have proactive learning including innovative and creative learning as well. It also enhances overall professional growth as knowing of weaknesses would help the person improve upon those weak points. Knowing self-awareness also helps the person to look at himself objectively in which successes and failures are enlightened by examination of the strengths and weaknesses. This way the person is better able to influence his reputation in the market resulting in better job prospects and greater job satisfaction. Therefore, I own a positive attitude towards the concept of self-awareness which I feel directly helps in the development of a career and overall success of a person.

Part B

As I introspected myself, I identified few of my strengths which are exceptional presentation and communication skills. I have the good critical thinking, analytical and interpersonal skills. I am socially engaged and always open to learning. A few of my weaknesses are- I find it quite difficult to visualize my potentials, always looking for perfection thereby not being satisfied with mediocrity and having a compulsive need to perform my task quickly to remove them from my to-do list. All these strengths and weaknesses are in alignment with the results which were derived after undertaking the Belbin team roles test.  

The leadership and management development assessment template is as follows which explains the strengths and weaknesses identified –

Leadership and Management Development Assessment Template

.

Toolkit/Psychometric TestStrengthsWeaknesses
Belbin team roles        Team role as a specialist having presentation and communication skillsTeam role as a specialist in which I contribute very limited because of my difficulty in the visualization of potentials
Belbin team roles            Team role as specialist wherein knowledge and skills are provided in rare supply (Critical, analytical thinking and interpersonal skills)Team role as a specialist wherein I am always dwelling on technicalities and constantly looking for perfection
Belbin team roles          Team role as resource investigator wherein I am socially active and engaged because of my communication skills and open to learningTeam role as resource investigator in which I lose my interest as the enthusiasm stage passes quickly because of which I perform tasks quickly as I want to get rid over my to do list quickly.

Strengths

  1. 1. Presentation and communication skills- I believe I own exceptional presentation and communication skills because of which I have never feared facing the public and stage. I have gained certification courses from various reputed universities regarding PowerPoint and other technical tools because of which I have greatly improved upon my presentation skills. Also, as I like to interact with people and network with them, my communication skills have improved a lot sofa that I can easily express my thoughts and opinions to others and lead them in a united direction. I have even won various prizes in presentation competitions and public speaking events. This way I can rightly say that I can play the role of a specialist as per the test under taken.

This is the point where giving and receiving feedback has helped me tremendously. When I used to receive feedback for my presentation skills and communication skills, I used to work upon them which has resulted in improved skills.

2. Critical thinking, analytical and interpersonal skills- I also own fair critical thinking, analytical and interpersonal abilities as I have an eye towards the people and situation around me and I can analyze it very well. When I am self-motivated, I am better able to motivate others as well who can along with me apply their critical and analytical thinking abilities with the help of which we can collectively analyze the situation and make rational decision making. This is the reason as to how and why I have won various competitions at the graduation level such as business plan competition, treasure hunt and many more. Again, I am playing the role of a specialist here.

3. Socially engaged and open to learning- I always have a positive attitude towards learning. Be it the smallest of the task such as taking a printout from the computer for responsible tasks such as designing strategies for a project, I am always curious and open to learning. Also, I like to interact with people and network with them. This has helped me in better handling of the human resources as I would play the role of resource investigator.

Weaknesses

1. Find it quite difficult to visualize my potentials- and this can be used as a strength as well because I feel having not visualized my potentials has helped me to not become overconfident and instead work on the development of my skills. However, it is equally important to you have self-awareness about yourself as I will not be able to put my strengths and potentials to the right yours and end up losing upon various opportunities. Therefore, I need to have a deeper understanding of self-awareness employing self-introspection. I am going to do this by receiving feedback from my friends, family members and teachers and introspecting each day by setting alone for 5 minutes and only thinking about myself, my strengths and weaknesses and future goals.

2. Always looking for perfection thereby not being satisfied with mediocrity- I am always looking for perfection and I am never satisfied with an average level of work because of which I sometimes even miss my deadlines. I need to maintain this perfection without missing the stipulated deadlines. However, hospitality industry is always looking for perfection (Baum, 2012).

3. Having a compulsive need to perform my task quickly to remove them from my to-do list- having too many tasks in the to-do list gives me stress and hence I prefer to perform my task quickly well before time.

Implications of your current skills, attributes and characteristics concerning your target job/profession/industry/sector

I feel most of my current set of skills, attributes and characteristics are in alignment with the choice of my role, sector and industry in which I am to work. I am to work as a customer relationship manager in the service sector particularly in the hotel management industry. I feel that all the strengths which I already possess are very much required for this role and industry (Ruetzler et al., 2014). However, I need to gain additional skills and it worked upon my weaknesses so that I can gain success as a customer relationship manager in a reputed hotel. Already having exceptional presentation and communication skills as the strength will majorly help in my role. This is because I am physically presentable as well who has a knack for excellence. My interpersonal skills will help in communicating better with customers thereby offering them exceptional experience on behalf of the organization I will be working for my critical and analytical thinking abilities which will help in better handling of the customer complaints and feedback and addressing their queries which would eventually help in better provision of a solution to them. Additionally, as I am a socially engaged person who is always open to learning something new each day, I will be in a better position to provide the customers with a world-class experience with a pinch of personal touch which will eventually leave my customers happy and satisfied.

My current set of skills makes me majorly ready for the role and industry I aspire for. However, there are a few more skills which I need to acquire before entering into the role of customer relationship manager in any hotel. These are- patience most importantly as dealing with the customers need a lot of patience including active listening skills, conflict resolution ability, responsiveness and timeliness which means responding to the customers and resolving their queries well within time.

Few of the ways with the help of which I plan to improve my overall customer service skills are-

1. I will ask for direct feedback from my colleagues and customers with whom I will be dealing. This will be the most important aspect which shall bring me a step closer towards the attainment of my goal of becoming a customer relationship manager in a reputed hotel as this feedback would directly help me in improving upon my weak points (Suh et al., 2012).

2. I will read, analyze and understand the customer feedback reports from time to time. I will consider it as an opportunity to review them (Schlebusch, 2018).

3. Practicing new skills- I am going to practice on the attainment of new skills which shall be very helpful for my professional and personal growth such as patience, empathy, active listening and friendliness. This will help in turning customer service from good to great.

I have some weaknesses as well which I intend to improve upon and turn into strengths.

1. Find it quite difficult to visualize my potential- it is equally important to you have self-awareness about self as I will not be able to you put my strengths and potentials to the right yours and end up losing upon various opportunities. Therefore, I need to have a deeper understanding of self-awareness employing self-introspection. I am going to do this by receiving feedback from my friends, family members and teachers and introspecting each day by setting alone for 5 minutes and only thinking about myself, my strengths and weaknesses and future goals.

2. Always looking for perfection thereby not being satisfied with mediocrity- I am always looking for perfection and I am never satisfied with the average level of work because of which I sometimes even miss my deadlines. I need to maintain this perfection without missing the stipulated deadlines.

3. Having a compulsive need to perform my task quickly to remove them from my to-do list- having too many tasks in the to-do list gives me stress and hence I prefer to perform my task quickly well before time. Also, I need to do the prioritization process of the tasks more effectively so that all the tasks can be completed within time and without any stress and hustles.

Part C

Identification Of The Areas For Development

There is always a scope of improvement, be it any role, industry, sector or profession. This is because the business environment is highly complex and dynamic according to which the tactics to deal with the human resources also need to change from time to time.

1. The most important area for development is to train the employees from time to time- As discussed above, the business environment keeps on changing with time and any customer relationship manager will also need to upgrade his skills promptly to deal with the customers interactively (Khan, 2012).

2. Likewise it is very important to manage the workflow as we will be e managing customer complaints, handling customer feedback, addressing queries and working upon that feedback.

3. Upgrading knowledge about the products and services from time to time which the organization is offering to its customers. This is important as customer feedback and queries will be related to these services and feedbacks only most of the time and these need to be addressed only if the customer relationship manager will have complete knowledge of the product and service which the organization is offering.

 4. Lastly, continuous focus on building customer loyalty and customer retention thereby building a long-lasting relationship with the customers- a successful customer relationship management is the one who can gain the trust of the customers thereby improving the levels of customer retention and loyalty (Griffin & Herres, 2012).

I have also designed an action plan for that I can have the desired set of skills required to be a successful customer relationship management. Identify all my friends and weaknesses so that I can work upon my weak points well in time thereby adopting various strategies.

Following is the action plan

ObjectiveActionSuccess measureTarget date
To develop skills and required knowledge regarding customer relationship managerUndertake leadership development program and join an internship in the hotel industryComplete the program30th January 2022
To widen my understanding of leadershipObserve and learn from leaders around, coaches and mentorsApplication of leadership qualities learnt from the leaders in real life and at the workplaceDaily
To widen my understanding of self-awarenessIntrospect daily by sitting idle for 5 minutes and spending time of self-introspectionIdentification of more strengths and weaknesses and working on themDaily

References

Baum, T. (2012). Skills and training for the hospitality sector: a review of issues. Journal of vocational Education and Training, 54(3), 343-364.Eriksenn, M. (2009). Authentic leadership: Practical reflexivity, self-awareness, and self-authorship. Journal of Management Education, 33(6), 747-771.

Griffin, J., & Herres, R. T. (2002). Customer loyalty: How to earn it, how to keep it (p. 18). San Francisco, CA: Jossey-Bass.

Jug, R., Jiang, X. S., & Bean, S. M. (2019). Giving and receiving effective feedback: A review article and how-to guide. Archives of pathology & laboratory medicine, 143(2), 244-250.

Khan, M. (2012). The impact of training and motivation on performance of employees. Business review, 7(2), 84-95.

Maslovat, D., & Franks, I. M. (2015). The importance of feedback to performance. In Essentials of performance analysis in sport (pp. 11-17). Routledge.

Ruetzler, T., Baker, W., Reynolds, D., Taylor, J., & Allen, B. (2014). Perceptions of technical skills required for successful management in the hospitality industry—An exploratory study using conjoint analysis. International Journal of Hospitality Management, 39, 157-164.

Schlebusch, C. F. (2018). Identifying the unique attributes of a relationship manager in retail banking (Doctoral dissertation, North-West University).

Showry, M., & Manasa, K. V. L. (2014). Self-Awareness-Key to Effective Leadership. IUP Journal of Soft Skills, 8(1).

Suh, E., West, J. J., & Shin, J. (2012). Important competency requirements for managers in the hospitality industry. Journal of hospitality, leisure, sport & tourism education, 11(2), 101-112.

Taylor, S. N. (2010). Redefining leader self‐awareness by integrating the second component of self‐awareness. Journal of Leadership Studies, 3(4), 57-68.

Tekleab, A. G., Sims Jr, H. P., Yun, S., Tesluk, P. E., & Cox, J. (2008). Are we on the same page? Effects of self-awareness of empowering and transformational leadership. Journal of Leadership & Organizational Studies, 14(3), 185-201.

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