Behavioural Skills in Business

1987 words 8 pages
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Role of managers
Report
By
Caroline McNaught

Role of managers
Report
By
Caroline McNaught

CONTENTS * Analyse Jess’s role as manager of the Customer Engagement team using appropriate management and leadership theories. * Analyse how assertiveness, influencing and negotiating techniques could be used with reference to specific team members and show why the techniques proposed might be effective in this situation. * Identify potential sources of conflict within her team and the effects of these conflicts. Provide techniques to assist Jess in the management of these conflicts. * Consider approaches to managing meetings and make suggestions that may help Jess in her management and conduct of team …show more content…

Whilst Henry Mintzberg believes that there is no difference between management and leadership, many others believe the two should be separated. Kotter argues that leadership and management are two different things. He believes that leadership is about producing change and management is a function that is needed in a steady state environment. He sees leadership as an influencing function and management is more to do with organising and control. Although, many believe that some sort of leadership skills are necessary for managers and supervisors. Developing good leadership skills is beneficial to everyone at every level in an organisation. I believe that Jess could benefit greatly if she was to develop her own leadership skills. Analyse how assertiveness, influencing and negotiating techniques could be used with reference to specific team members and show why the techniques proposed might be effective in this situation. By using empathetic assertion towards Russell, Jess can show him that she understands how he must be feeling about her being his manager and his disappointment in not getting the position himself. Maybe by using this technique Jess will have built some bridges between them. Jess could use another assertion technique called broken record when she wants to get Abda round to her way of doing things. This involves using a progression of assertiveness styles. Firstly establishing what it is you want her to do and repeating

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