Discuss two leadership challenges relevant to ethics and values you could face as the new customer service manager

Posted: July 1st, 2022

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COMPETENCIES 3109.1.1 : Develops Self-Awareness and Personal Values The learner identifies their personal values, including honesty, integrity, respect, emotional intelligence, and ethical responsibility, to develop self-awareness through self-assessment. 3109.1.2 : Describes How Interpersonal Skills Are Applied in Leadership The learner describes how interpersonal skills are applied to effectively collaborate, communicate, and lead within a team and across an organization. 3109.1.4 : Explains Leadership of Cultures The learner explains how the leadership of cultures foster diversity, inclusion, ethics, and problem-solving. INTRODUCTION Values-based leaders consider their values in every facet of leadership. Values dictate how they lead, govern culture, make decisions, develop employees, and measure performance, as well as a variety of other applications. Yet challenges arise that can sometimes entice leaders to compromise their values. For this task, you will use the provided scenario in which you assume the role of a newly promoted customer service manager and complete tasks that will help you to develop as an effective values-based leader. SCENARIO Refer to the “D253 Task 1 Scenario” web link to complete this performance assessment. Or Watch the “D253 Scenario Video Playlist” to help you complete this performance assessment. Note: This video playlist is composed of five videos, each about two minutes in length for a total of approximately ten minutes. The videos are an audiovisual representation of the attached “D253 Task 1 Scenario” in the supporting documents section. The videos are also embedded within the course content, so they will be familiar to you if you have already viewed them in the course. REQUIREMENTS Your submission must be your original work. No more than a combined total of 30% of the submission and no more than a 10% match to any one individual source can be directly quoted or closely paraphrased from sources, even if cited correctly. The similarity report that is provided when you submit your task can be used as a guide. You must use the rubric to direct the creation of your submission because it provides detailed criteria that will be used to evaluate your work. Each requirement below may be evaluated by more than one rubric aspect. The rubric aspect titles may contain hyperlinks to relevant portions of the course. Tasks may not be submitted as cloud links, such as links to Google Docs, Google Slides, OneDrive, etc., unless specified in the task requirements. All other submissions must be file types that are uploaded and submitted as attachments (e.g., .docx, .pdf, .ppt). Watch the “Episode 6: Alex Completes Task 1” video in the Web Links section to view a summary of the following task. Note: This video is an exact audiovisual representation of the requirements provided in this task and is completely optional. A. Complete the VIA Character Strengths Survey using the “VIA Character Strengths Survey” web link, and use the results of the survey to complete the following: Note: Remember that this VIA Character Strengths Survey is not a test but rather a feedback tool. There is no wrong answer, so respond genuinely. If you download a copy of your survey results, you will receive a list of 24 items in order of your personal strengths, with the first five being your signature strengths and the last five being your lesser strengths. Refer to the “D253 VIA Character Strength Survey Instructions” document in the Supporting Document section for additional information on accessing the survey. 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. a. Explain how you could apply the strength identified in part A1 as a values-based leader in your new position as the customer service manager from the scenario. 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. a. Explain how improving the lesser strength identified in part A2 will help accelerate your values-based leadership abilities in your new position as the customer service manager. b. List three actions you can take to grow in the area identified in part A2. B. 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” web link. Note: When listing your top three values, consider those values you hold most important. a. Explain how you will use these values 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. 2. Discuss how you, as the customer service manager, would use two of your top three values from part B1 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. D. Acknowledge sources, using in-text citations and references, for content that is quoted, paraphrased, or summarized. E. Demonstrate professional communication in the content and presentation of your submission.

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