Managerial Skills Client of Large Companies

Question: Discuss about the Managerial Skills for Client of Large Companies. Answer: 1: Robert is the team leader of a telecommunication company that serves the client of large companies. He have received complain from several team members regarding one of the employee working under him named Joanna. The complaint was launched due to the aggressive nature of Joanna towards the clients and her colleagues. Robert listens to the complaint but forgets to speak to her due to the working pressure in the organization. Robert should have cleared the matter at that time but this delay caused receiving complain from the assistant manager of the Kiplings (the company which telecommunication serves). The manager complained about Joanna and wanted her to be replaced. The delay made by Robert caused him to face a new embarrassing situation from Joanna. She charged Robert with a list of complains and Robert cannot interrupt her when she was complaining to Robert. Robert goes wrong in not interrupting Joanna and asking her to give reason for her aggressiveness. Here a lack of leader ship skill is noted in Roberts character an effective team leader must possess good leadership qualities, confidence about him, respectful to his team members, fair and have negotiation power. He should have a clear communication with Joanna and immediately reacted when Joanna started complaining about the company and personal problems. He have got the scope to stop Joanna by not listening to the personal issues but he missed it and that caused Robert to face the situation. 2: When Joanna started complaining to Robert about the personal and the work related issues he was listening to her silently. Robert have not interrupted Joanna when she was complaining to Robert instead he was quietly nodding his head and thus Joanna thought that Robert was agreeing with Joanna and explained more to Robert about her situation. Joanna thought that she was working more that her co-workers and thus she deserves more bonus than her colleagues. She also thought that her aggressiveness in her behaviour would be appreciated by Robert. The silent nodding of the head and not interrupting her in the middle of her speech caused this misunderstanding. Robert should have interrupted Joanna when she started complaining and speak to her about the complaint that he receives from the assistant manager of Kriplings but instead of talking to her he kept silent and let Joanna speak. Robert can change the topic of discussion by interrupting her but he have thought that after Joanna fini shes he would speak to her but this caused Joanna think that Robert have agreed to her complains but he is responding negatively due to the proposal of increasing the bonus. She also believes that she is giving more performance than her co workers and thus she deserves the bonus but Robert is not willing to pay her the bonus. 3: When Robert received the initial complains about Joanna from his team members he should have reacted to it immediately. Joanna was handling the clients directly with the aggressiveness and this can cause a depletion of the relationship to the client companies and this it was a severe case. Robert should have understood the situation but he took it casually and thus it caused him to face more embarrassing moment from the client company. After getting the complaint from his team members Robert as a team leader have the responsibility to solve the team problem immediately. He should have done a proper review about the complaint he got from the team members and speak to Joanna to behave properly towards the clients. He can give final warning to Joanna to immediately change her behaviour and keep her personal problems out from the office. Robert should clarify the consequences of her misconduct that can affect the business of the company and it should be made clear if he gets complains regarding her misconduct she would be fired. This would create a fear in the mind of Joanna and she would think twice before showing aggressiveness towards the clients. Robert should also monitor his employees and their call records should be checked regularly and an employee misbehaving should be counselled and ask for proper justification for his or her conduct. If Robert have done this then he might not have to face this kind of email from the client end and thus in future he should manage the employees strictly such that no further complaint is received from the client end. 4: Joanna misunderstanding is needed to be cleared and she should be calmed down such that the Robert could make Joanna understand the current situation. Robert should speak to Joanna separately in his chamber and firstly discussion should start with the problem that Robert is facing regarding the Joannas misbehaviour to the clients customer. If she is not ready to accept her faults the call records should be disclosed to her and then the email of the assistant manager of Kiplings can also be disclosed and the demand of the assistant manager should also be discussed. The aggressive nature of Joanna have lead her in this stage should be told to her and if she makes commitment that she can control her behaviour then Robert can take a chance. The difficulties that the other employees face regarding her attitude and the aggressiveness should also be discussed with her. Robert should note the behaviour of Joanna during the conversation and if he finds any change in her behaviour she shoul d be warned for a curtained period of time. Robert can give warning that if he found any change in her aggressiveness in the provided time then he can do something otherwise he has to fire her. Joanna should be interrupted if she tries to change the topic and Robert should stick to his point of view and track Joanna to his perspective and speak to her about how the problem could be solved and what she would have done if she was in place of Robert. Bibliography Belbin, R. M. (2012).Management teams. Routledge. Berk, J. B., Van Binsbergen, J. H. (2012).Measuring managerial skill in the mutual fund industry(No. w18184). National Bureau of Economic Research. Daft, R., Marcic, D. (2016).Understanding management. Nelson Education. DuBrin, A. J. 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