Human Relations

A.1 Describe an experience using one of your top five strengths to overcome a challenge. In my past job as a customer service representative, I had to deal with the work conflict when two employees could not understand one another well enough and decided to solve it. In resolving the issue, I proceeded to use my chief asset, fairness. Since I was fairly with both parties and made sure each of them got to express themselves, I was able to create a mutual understanding. I did not allow myself to bring emotions or prejudiced attitudes into play and discouraged such from others as well. In the long run, it was beneficial in improving communication and developing a good working relationship between these two employees. Moreover, I produced an account of the resolution process so that similar issues could be discussed in a proper manner in the future. This particular exercise emphasized relative fairness as a concept that is critical when organizing for harmony and efficiency within a group. A. Applying the strength in a leadership role In the course of my work as the new customer service manager, I will be navigating the aspect of fairness so that all the employees in my department are treated equally and accorded the necessary respect. For instance, in cases where the organizational management has to make decisions such as choosing a new team leader, then performance indicators and espoused organizational values will be used as the criteria for the next holder of the position. I shall use fairness in doing performance appraisal and disciplinary actions and addressing employee grievances and disputes. In addition, I will clarify communication by ensuring that every team member knows what constitutes decision-making criteria, and every member should be able to freely express how they feel about the decision-making process. By using this approach, there will be credibility and cooperation with the team’s members since the organization’s core values include respect and integrity. Describe an experience where a lesser strength could have influenced A situation where acting stronger in perseverance would have been advantageous was during the automation of various processes in customer service for a large corporation. Somewhere along the middle of the project, we faced some technical challenges that made it difficult for me to find the energy to look for the solution. The project was, however, accomplished, albeit to extreme lateness due to a demoralized team. More dedication could have assisted me in overcoming these barriers better in order to guarantee the project did not derail and everyone was encouraged to continue. Also, if I had stood up again and performed better, I might have encouraged work ethic to my colleagues, insisting on steadfastness and commitment to duty. Improving this strength in leadership Building up the stamina will enhance the leadership skills because it will make me be able to persevere during hardships. For example, in engaging my team in a technical/customer-related project, patience will rein in the squad and explain to them the reality of the factor of stretching goals with a view to its achievement. It will also help me to keep my eyes on the prize, even if things go wrong along the way, but for future goals to happen. Patience is going to help me convince my team members to stay focused and to complete as many tasks as possible. Make specific and measurable targets so as to have a clear vision and to keep an eye on long-term targets. Fall into the habit of first analyzing failures for what went wrong in an effort to better prepare for similar events in the future. Take measures to keep stress at bay while following positive thinking to defeat hardships. Strengthening one's capability to learn is beneficial in preparation for any fluctuating situations. One should get advice on areas deserving more perseverance from instructors and peers in order to advance both personally and professionally. 1. Top three values as a values-based leader Responsibility : Giving moral and immediacy to decision-making irrespective of the situation. Inclusion : Protecting individuals of any race or color from discriminatory treatments or discriminations within the setting of the promotion. Growth: Personal growth and enhancing one’s career. B.1a Demonstrating values to serve the team and organization Responsibility: I will seek to uphold the best standards by supporting the organizational policies and standards. For example, I will regularly share the expectations I have towards myself and the members of the team and ensure that I am fully held responsible for delivering on promises I make to everyone in the team, hence building trust. If there is information that is either secretive or poses an ethical question, then I will be honest and responsible and make sure the company is ethical as well. Inclusion : Besides using fairness in decision-making, I will ensure that criteria used to determine reward and recognition for the team are well defined to encourage equity amongst team members. For instance, I will introduce a peer-nomination-based recognition of outstanding team performance in order to promote respect for other team members as well as cross-cooperation. Growth: The promotion of professional development for my team means also that through knowledge and experience acquisition, the team will have the capacity to deliver on the organizational goals. This involves conducting training forums, availing learning material, and sponsoring team members in order to accomplish their individual and career objectives. Also, I will always look for feedback for training needs in a bid to become the right leader that the team requires. Leadership challenge regarding ethics and values The one leadership challenge that I expect is how to choose the new team lead knowing that I might be seen as partial in my choice. From my personal network, Sophia—she is not only a friend but also one of the best agents—would be an excellent candidate. However, Michael’s candidacy is supported by Omar even though he ranked at or below average in the test. Managing these dynamics will call for attention to ethical conduct, openness, and adherence to the general values of organizations. To tackle this challenge, I will design a clear and understandable process when it comes to selecting individuals; therefore, the criteria used will be actual performance, leadership abilities, and objectives of the team, among others. So the recommendation is that in the decision-making process, I have to involve a third party or consult my superior to avoid biases. It will show commitment to doing things right among the members and will engender trust in the right things being done. C 2. Using values in a conversation with the non-selected When interviewing the candidate that has been considered but not taken as the team lead, I shall maintain integrity and inclusion in this decision following the company’s value of growth. For instance, I would approach Michael by acknowledging his contributions and highlighting areas for development. The conversation might include: “Thank you, Michael, for showing interest in the post of a team lead. I really do appreciate the attributes that make each one of you different from the other. Having seriously considered the KPIs and the requirements of the team, I decided to offer Sophia the position. However, I believe there is fantastic potential in you and would love to help you develop to your full potential. We should set a development plan for the period with the focus on your areas of weakness and prepare you for leadership roles.“ What I would like to do is pinpoint specific job activities that may provide opportunities for growth in terms of developing customer resolution time or teamwork skills and being able to provide appropriate resources.” This approach integrates the spirit of telling the truth with the deliberation of the development emphasis and the promotion of fairness and respect. Also, I will periodically check on Michael so that I will see how far he has worked towards his goal and hopefully motivate him further. When I correlate the feedback to the certain kinds of development, I will remind the organization about its focus on personal and professional development and the company’s concern for the employees. Conclusion In reflecting my strengths and areas of improvement, I am well equipped to lead with a purpose that reacts to this leadership position. I will be loyal to responsibility, inclusion, and growth, and my actions will reflect these fundamental values of the organization and create a healthy work environment for my team. Furthermore, the courtesy I will give to the team and the public while dealing with these challenges will foster a trusting relationship between us and the organization, hence future success for the team and the organization. They will also help me improve my leadership skills while helping each individual in a team to feel appreciated and motivated to embrace organizational goals.