1.1 Describe what is meant by internal customers Internal customers can also be internal service providers and they are customers within the company / organisation or directly connected to the organisation or from an organisation that provides shared services. It can be a co-worker, a different department or a colleague from a different department, a service provider or a colleague from a shared service organisation, or a distributor who provides us with products or services so that we serve an external customer. Internal customer service needs to be excellent in order to provide excellent external customer service. There should be good communication between departments and between internal customers, they should work together with a positive attitude following policies and procedures and agreeing on them wherever necessary. This will ensure that goals are met and high quality service is provided to external customers.
The successful observations of management to assess or modify his or her style of motivating and leading is the key to reaching the mission and vision statement of the organization. The theories discussed are the situation and path-goal leadership and the expectancy and reinforcement motivational theories. In understanding and analyzing the theories, they are applied to the case study of Alex and Stephanie. The positive and negative skills of each respective manager are apparent to the observer. The Situation Leadership Theory The situational leadership theory is a method developed by Kenneth Blanchard and Paul Hersey.
They perform these tasks with different emphasis according to their functional specialism and level in the hierarchy." (James C 2008, p.356) The project manager has a lot of roles to undertake when it comes to a building a new team and starting on a new projects however this can differ from company to company. The role of a project manager is very simple and straight forward job. With project managers they will have combinations of skills like the ability to ask penetrating questions, identify unstated assumptions and resolve conflicts and more skills which I will include later on. One of the important keys when it comes to the project managers duties is to recognize the risks that will impact the likelihood of the success of the project and that the risk is formally and informally measured throughout the duration of the project.
Organizational Behavior MGT-307 September 12th, 2012 Organizational Behavior Organizational behavior is an important area of study because it influences organizational culture. It encompasses key areas of an organization such as diversity and communication. By analyzing these areas of their structure, organizations can hope to understand interactions between employees and their effect on key business areas. Although not a traditional science organizational behavior is instrumental to a company’s success. Organizational Culture The term “organizational culture” is defined as a shared set of beliefs and values within an organization (Schermerhorn, Hunt, & Osborn, 2008, p. 11).
A code of ethics supplied by a business is a specific kind of policy statement. A properly outlined code is, in effect, a form of legislation within the company required by its employees, with specific agreements for violation of the code. Violation of any organizations Code can cause legal accusations or dismissal from a job. The Ethical Standards of Human Service Professionals provides specific “rules” to follow that will protect the client’s welfare with respect and integrity. With the client’s best interest at heart, the helping professional should begin the relationship by establishing mutually agreed-upon goals, while informing the clients of the limitations of the relationship (Woodside & McClam, 2010).
Lussier and Achua (2004; as cited by Caldwell, Hayes, & Long, 2010) define leadership as “the process of influencing leaders and followers to achieve organizational objectives through change” (p. 5). This translates to mean that the leader must have the ability to make decisions that will be beneficial for the organization and not promote their own self-interest. Their decisions will impact many different stakeholders such as the company, venders, customers, economy and themselves. In order for the leader to be effective in making decisions they must have specific skills. These specific skills include project management, technical expertise, cognitive, and interpersonal (Yukl, 2006).
Ethics Reflection Paper Name Strategic Planning & Implementation/581 Date Instructor’s Name Ethics Reflection Paper Ethics are the principles, values, and beliefs that provide a basic framework that businesses may choose to follow to set standards for what is right and wrong behavior in the workplace (Pearce & Robinson, 2011). Ethics is the means of deciding a course of action. According to Pearce and Robinson (2011), “ethical standards reflect not a universally accepted code, but rather the end product of a process of defining and clarifying the nature and content of human interaction.” Corporate social responsibility (CSR) embraces a company’s ethical policies to encourage employees to reach out to the community, including stakeholders with a positive impact to protect the company’s assets as well as promote a healthy secure work environment. Personal ethical standards help contribute to the decision and behavior of an organization to develop a strategic plan. The purpose of this paper is to explain the role of ethics and social responsibility in developing a strategic plan while considering stakeholder needs and explain how my ethical perspective has evolved throughout the masters program at University of Phoenix.
The first one is also called intercultural engagement and represents the motivation and efforts of a leader in finding solutions when many cultures are involved. The second one is referred to as cultural understanding and is based on the knowledge a leader has about another culture, encompassing also cognitive and mental flexibility. The last one, known as intercultural communication, is about the behaviour of a leader in practice, what he does according to the data collected, influencing the way he speaks, communicates, listens, asks. As the picture below shows, these are basic pillars and influence one
There are a number of central aspects of culture: There is an evaluative element involving social expectations and standards; the values and beliefs that people hold central and that bind organizational groups. Culture is also a set of more material elements or artefacts. These are the signs and symbols that the organization is recognized by but they are also the events, behaviours and people that embody culture. The medium of culture
Understanding Leadership Understanding Leadership Styles 1.1. Describe the factors that will influence the choice of leadership styles or behaviours in workplace situations. A common comparison of leadership and management is the quote from Peter Drucker ‘leadership is doing the right things, management is doing things right’. Leadership is a process of social influence in which one person can enlist the aid and support of others in the accomplishment of a common task. The key words here are ‘social influence’ and ‘enlist the aid’.