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Q;1: According to Maslow’s hierarchy of needs theory and David McClelland’s acquired needs

theory identify and justify which needs dominate the 5 team members and the team leader.

Answer:

Maslow’s hierarchy of needs theory:
Team Leader Belongingness Needs Highly Dominating Self-actualization Needs Moderate to High Justifications  Richardson had personality more like an agreeable person. She was highly dominated by social needs. In belongingness she preferred friendly environment and her acceptance in team and affection as well. For example she kept thinking of pizza lunches and ice cream in Friday afternoons after achieving sale targets. She also preferred to build good communication with her team. When she came at Phoenix she was expecting a protocol from her group members and her boss Campbell. She was so social and friendly that Ruiz did easily convince her to take his resume for higher designation through his good skill of communication or while conversing friendly with her.  She was moderate to high in selfactualization because she was putting her potential to cope with her job. She had a goal too to achieve, she wanted to make phoenix one of the best sales offices but somehow she distracted from her goal and instead fulfilling the requirement of this seat she was trying to accomplish her goal in other means like building good relations with others.

Melissa Richardson

Team Members Alex Hoffman

Self-esteem Needs High

Self-Actualization Needs High

Justifications

Hoffman had conscientiousness personality type; he had reliability, conformity and organization. Instead of being social and friendly he was hard working and put in effort to achieve his goals.  Hoffman was high at self-esteem because he was so confident about what he was doing to get maximum sales. He had also a dismissive attitude about others and he was also egoistic and status conscious because he do not like to tell any kind of information unless asked from him. And he refused so clearly to Richardson about contacting with every little momand-pop florist as well.  He was high at self-actualization because he was using his full potential to achieve his targets. Being self-actualizer he was selfdirected and was independent and resourceful. He was highly missioned in himself and he also enjoys his own company and feels comfortable being alone.

Gregorio Torres

Social Needs Moderate

Self-esteem Needs Moderate

Justifications Torres personality traits were more like an openness to experience person. He liked to be more creative than following the pre-decided lines of doing work.  Torres was a relaxed kind of person. He always talk nicely with Richardson and quite ready to help her. For example, in June when nobody doing his paper works so she asked Torres to do some of his colleague’s

He also knew about the product from his conversations with customers. He was confident about his . He was confident about his new idea for website to manage customer’s services.reports for them in order to meet their deadline. dominating He liked to meet new people and was willing to confront others. He also had good relations in team and he kept convers them in their Spanish language. Richardson also asked him to meet her and a new big buyer to fulfill demands of this customer.  He was moderate at selfesteem because he wanted to get recognized through his ability of having lots of knowledge. Social Needs Nick Ruiz Self-esteem Needs Moderately Moderately dominating dominating SelfJustifications actualization Needs High Nick was an extraverted person.  He kept interacting people in other departments and asking about their jobs. He also built good relation with Richardson and convinced her to take her resume for sales post.  He is moderate at self-esteem needs because he was not status conscious and egoist person but he wanted recognition through getting accomplishments by trying new ideas and was willing to change the old ways to grape customer’s attentions.

 Nick was high at selfactualization because he was ready to put each and every effort to get sales position no matter whatever it took. She was nervous all the time. She was emotionally unstable and out of control. . achievement and advancement in his career. He was ready to use his full potential in work and in return seek growth. As she was openly hostile to Richardson in her first meeting.knowledge which he took from workers while visiting greenhouse in his free times. and resourceful. Chelsea Peterson Safety and Security Justifications Needs Highly dominating She had a neurotic personality. She was unable to build good relation with her immediate boss and to build her good impression.  She was pessimistic and insecure about her job. He was also had self-confidence. He was highly purposed as well. She criticized others in spite of having look on herself as being unskilled and inexperienced and still thought herself to be eligible for promotion to sales position. He was so directed. His attitude proved refreshing to Richardson.

She was so careless that her work was piled on her table but she did not bother to do that. Melissa Richardson . Because she was so unconcerned with her work. She was not high in any level of Maslow’s hierarchy except at physiological level. But she was a little misdirected towards others aspects like building good relationships with team members.  She was also moderate to high in needs of achievement.Sarah Vega Physiological Justification Needs Highly She was moderate at agreeableness personality type. For example she kept thinking of pizza lunches and ice cream in Friday afternoons after achieving sale targets. She preferred friendly environment and her acceptance in team and affection as well. She was highly dominated by social needs. kept on texting on mobile. She off and on went on leaves for different reasons. She had a goal to make phoenix one of the best sales offices. Her sales were so uneven. So she just concerned with her basic needs which were fulfilled from her recent designation and she did not need something more than that. The data dominating given for Sarah Vega was not enough to judge her personality exactly. She lacked to focus on the requirements of her new designation and through other ways she wanted to achieve her goal. she often came late and left soon. McClelland’s acquired needs theory: Needs of Affiliation High Needs of Achievement Moderate to High Needs of Power low Justification  Richardson had personality more like an agreeable person.

 He was so confident about what he was doing to get maximum sales. She was so low in needs of power. The use of power also needed to reshape and remold the team into her terms. She never thought of herself being an authoritative person. He achieved his sales goals in any case even he had to make phone sales outside his area.  He was very low in needs of . Instead of being social and friendly he was hard working and put in effort to achieve his goals. Even he refused to follow the Richardson’s terms to make high sales and asked her to deal himself in his own ways. He was the top sales man in the company and he had earned every reward and perk ColorTech offered. He did not like to tell any kind of information to others because he liked himself being authoritative person. Alex Hoffman Low High High  Hoffman had conscientiousness personality type. As a good leader she must be moderate in needs of power instead of no need of power.

He also built good relation with Richardson. He was not social and liked being alone.  Nick had high needs of achievement. He kept interacting people in other departments and asking about their jobs. He wanted to achieve sales through his own idea of website. So his needs of power were low because he was just had an idea and no practical work was going on.  Torres personality traits were more like an openness to experience person. He was moderate in needs of affiliation.  Nick was an extraverted person. He was ready Gregorio Torres Moderate Moderate Low Nick Ruiz Moderate High Low . He also had good relations in team and he kept convers them in their Spanish language.affiliation. He liked to meet new people.  His needs of achievement were moderate because he wanted to perform well but the communication method with customers was going on in the office did not suit him. He always talk nicely with Richardson and quite ready to help her.  He did not want power or to be authoritative on others directly but he wanted to be distinctive from others so he could be powerful in a different way and had privileged than others.

She was low at needs of achievement too because he was not putting effort in her work to achieve something she was just criticizing others. And in her very first meeting with her new boss she was so argumentative in her behavior. She also felt more insecure when she heard about the promotion of his colleague from the same designation as she had. She was insecure about her job. . achievement and advancement in his career. She was emotionally unstable. Same case was with Peterson that she got insecure under Richardson and she wanted to get promoted so that she could be more secured and have control on others too. He was ready to use his full potential in work and in return seek growth. He was so focused and ingenious in order to achieve his goals. She was so low at needs of affiliation because she was not interested in building good relations with others. He was low in needs of power because he did not want to command on others. She did not have some goals to achieve. Her needs of power were high because these kinds of personalities want to be in power so that they can feel secure.  Chelsea Peterson Low Low High   to put each and every effort to get sales position. Peterson had a neurotic personality.

 She was so low in power too. She was just fulfilling her basic needs from this job.Sarah Vega Moderate to low Low Low  She was moderate in agreeableness personality.  She was low in needs of achievement. . She was not concerned more what is going on in the office or with the office work. She did not have some kind of goal related to her job. As she did not want growth so no needs of power were existed in her. She was not interested to put special effort to do her work even her work was compiling on her table and she did not bother to complete that. She was moderate to low in needs of affiliation/social in the office with boss and her colleagues.

so Melissa Richardson can use Pygmalion effect to motivate and improve his performance. She had uneven performance and often late or absent from the office.3) Explain and justify how can Melissa Richardson use the Victor Vroom’s expectancy theory to improve her team’s performance. 1. 2. So Melissa should persuade her to get training to . Gregorio Torres: Gregorio is account representative. 3. the assessment that the likelihood that the effort will lead to expected performance (Expectancy) and the belief that the performance will lead to reward (Instrumentality) Effort performance Rewards Individual goals As given in the case study some of the team members cannot put their efforts for better performance so the following steps should be taken by Melissa Richardson by using victor Vroom’s expectancy theory to improve her team member’s performance. But he has much creative ideas about customer service website.Q. he seems uninterested in discussing his sales performance. As a top seller Alex show dismissive attitude and resistance to sell new stem products. So Melissa Richardson should clearly define him objectives and the performance necessary to achieve them and also tie performance to rewards. He also understands product and customer services. Sarah Vega is unfocused and distracted by events outside of the work. Alex Hoffman: As Hoffman was the top salesperson in the company. and he had earned every award & received every perk ColorTech offered. lead them effectively and motivate them? Answer The Expectancy theory states that employee’s motivation is an outcome of how much an individual wants a reward (Valence). Sarah Vega: Sarah Vega is an account representative and was new to sales.

He is very enthusiastic & knowledgeable person. She is more interested in sales position when opened. helping those who had low performance and making her team to believe her and respect and follow her would motivate her team. capable and a good performer will lead to sales position. praising rewarding. Nick Ruiz: Nick is also a store merchandiser. 4. Chelsea Peterson: Chelsea is a store merchandiser and has hostile relationship with her boss Melissa. using Pygmalion effect.improve her job performance and also making her responsible and motivating her by praising. Melissa can motivate him by making him believe that whatever she says she will do. 5. However Melissa can motivate Peterson by telling her that hardworking. Ruiz had apparently expressed interest in joining the sales team and he is ready for sales position when open. . So giving her training and helping her would be best for her. but have no experience & skills. Giving training those who need.

It’s the best motivator that would increase his productivity & performance. Ways to Motivate Pros Cons Positive reinforcement     Avoidance Reinforcement Although he was a top sales person yet he has a dismissive attitude and used to ignore Richardson and never showed respect towards her. increased status and increasing the control over the job which offers challenge. which reduces the power of the signals. Will increase the employee morale. and reprimanding may generate and improve his work performance & behavior. or bonuses.   .4) Using the Reinforcement theory of motivation explain and justify which reinforcement technique(s) Melissa Richardson should use to motivate each of the 5 team members.  He will tend to repeat the same behavior in order to gain appreciation & reward because he is driven by commissions. rude and argumentative. What might be the pros and cons of using a particular reinforcement technique for each team member? Answer: Richardson should communicate to the team about the desired behaviors expected from them and undesired behaviors they should avoid.Q. In case of Hoffman he used to behave as he wants. It does not encourage employees to strive beyond the minimum levels required. To increase the desired behavior Richardson can  Nagging. He was unpleasant. Alex Hoffman Reinforcement Techniques As he is the go-getter top sales person in the company and has always achieved his sales targets he should be motivated by giving him praise.  Too much positive reinforcement can lead to fatigue or praise overload which can diminish the desired results and performance expected from the Hoffman. It will build his confidence. Positive reinforcement that is administered haphazardly can also cause problems. as the employees receive the same signals no matter what they do. promotion. Creates a stressful environment for the employee.

Gregario Torres Reinforcement Techniques Positive Reinforcement Ways to Motivate As he was innovative and has so many creative ideas Richardson should motivate him for that by giving him praise and appreciating him.  Pros It’s the best motivator that would increase his productivity & performance. and not to contribute his fair share of effort to the team Richardson can Motivate him to listen to her and follow her directions by cutting down his incentives. It will build his confidence. As Hoffman deliberately defies Richardson and chooses to disobey a direct order.  Cutting down the incentive may correct his behavior. so here incentive acts as a catalyst to change the behavior of the employee. warning him that his negative behavior will be documented in his reviews.Punishment do so by setting strong routine rules. reprimanding or nagging him until he shows the desired behavior. taking away the perks. fining. He can quit his job.   Avoidance Reinforcement As his sales were low Richardson can motivate him through avoidance reinforcement too by pressurizing or nagging him to achieve his sales targets in a given time periods and telling him if   This will create a negative condition in which he will be subjected to an unpleasant situation. He will be less motivated when he will be not receiving any incentives. He will try his best to achieve the sales targets and will improve his performance to seek a reward.  Cons Appreciating him just on his ideas can make him not achieve his sales target. Appreciating him would drive him more towards the success and will increase the employee morale. . accepting his idea and creativity.    More Hostile attitude towards the manager. encouraging him.

 Cons Giving him a sales position or promoting him can arise conflicts among the team members on the basis of seniority and tenure issues.he does so he will receive a reward.  She is a pessimistic Avoidance Reinforcement person hostile in behavior and don’t pay attention towards the direction  She might change her hostile behavior to avoid more severe  . He was a merchandizer who is a capable person.    Pros Performance can increase. productivity.   Chelsea Peterson Reinforcement Techniques Positive reinforcement Ways to Motivate Although she has a low performance and lacked the skills and experience she can be motivated by taking training courses to gain skills and improve the performance. and continuous motivation and encouragement by the manager to work hard can make her perform well. It would increase his confidence. Positive and Reinforcement enthusiastic knowledgeable his performance was good. And if he continues to underperform she can also punish him. Employee morale will increase. she might only do the work just too attain a reward or perk and when anything is not given to her then she won’t pay attention to work She will tend to exert the minimum effort necessary to keep herself out of trouble. Nick Ruiz Reinforcement Techniques Ways to Motivate  Pros He will tend to repeat the same behavior in order to gain new position and growth. based on the performance Richardson can motivate him by giving him a sales position or rewarding him on his performance through bonuses etc. morale & performance He can come up with creative ideas. Negative attitude can end  Cons Even after taking training courses she might not be able to develop the skills and increase the performance.

consequences and punishment. If negative reinforcement involves excessive anger.e.given by Richardson. Richardson can motivate her by reprimanding or warning her and telling her to come on time and get serious about the work. or threats. the person who's responsible for it could face legal repercussions. give a negative response to the employee no one wants to be written up). Sarah Vega Reinforcement Techniques Avoidance Reinforcement Ways to Motivate As she was totally nonserious about her work and used to come late and take leaves more often. telling her if she completes her targets and work overtime within the five days of the week then she can get a day off. Even after warning if she doesn’t come on time and stays non serious towards her work then  Pros She will come on time and will improve her performance. Having strong rules about the work timings can make the employees to come in time. She is least bothered even after warnings.. So Richardson can motivate her by reprimanding her to change her behavior and be cooperative with the team or also she can nag her to complete her tasks. Also she can warn her about “writing her up” and documenting lateness (i.   It does not encourage employees to strive beyond the minimum levels required.  Punishment  She might change her attitude and becomes serious to avoid the danger of   Hostile attitude towards the manager.  Cons She will tend to exert the minimum effort necessary to keep herself out of trouble. Creates a stressful environment for the .

employee.e.. take away money/income from the employee).Richardson can motivate her by cutting her work hours (i.e. taking away $1. losing job. .. (i.00 per minute late from her paycheck. give a bad thing to the employee: a late at night or when the employee doesn’t want to work. etc)” or can fire her. a time when no customers come in. giving her a “bad” work shift or putting her on overtime.

3.6: What did Melissa Richardson do right when she started her new job? What mistakes did she make? What might have helped Melissa Richardson get off to a better start? Richardson did right when she started this job: When she came and joined the Phoenix office which was headquarter of the ColorTech company.Q. she did so many things right. On the Friday when she was near to leave the office. 4. So she got an idea at the very first day that her team needed to get into shape. She had been reading leadership books on her own and started to develop her vision and ways to share with her team. When she reached the Phoenix office she took stock of her office and the supplies she would need. . On the Saturday when she was arranging her office for the Monday Richardson assembled some basic information on her team that could be helpful for her to better understand her team and would be beneficial for the effective communication for reshaping her team. Nobody was at work that day and it was only four o’clock except for the receptionist and a few administrative staff. The next that was Saturday she returned to the office to order everything in her office so that when she will be on work at Monday she could officially start the office. From the very starting day she got to know that her team is not in shape but she didn’t took any steps to reform their behaviors. Then she arranged one on one talk with her each team member for better communication and after that she made some more notes on her team members about their personalities and interests. 7. 2. Richardson took a quick tour of the area where her salespeople worked. So she didn’t waste her time to call for a meeting with her team and to tell them what her goal was. 1. Richardson’s mistakes she made: As she did lots of good things she also did some mistakes at Phoenix. 1. 5. and made a few notes of them. 6. She was so enthusiastic in doing her work at the new place as a sales manager in Phoenix.

one of her store merchandizers.2. Some steps which might help Richardson get off to a better start: 1. She did not have “we” perspective so that her employees could feel that they are on the same side. 6. 3. She did not get any kind of knowledge about paper work and management issues which was required for this sales manager’s seat. 8. 11. She did not have guts to take her member to move with her to achieve goal. She should inform to the receptionist on Friday for meeting so that receptionist could convey the message to the members. And this was might be due to the communication gap between a leader and her team members. She should have taken some steps in the start to reshape the team member’s behavior so that she could remold them into her interests and for the good of the office reputation at phoenix. 9. 4. 7. . She conducted a bad presentation because she could not transfer her goal to her team. She did not decide the means to achieve goal in three month time period. 5. When she was given to prepare a quarterly report she took a previous quarterly report as a reference and then rebuked by her regional manager Campbell for this act. She did not have some kind of preparation for contingency situations. 2. Another mistake she did was that she had not noticed the product ready for the customers was placed in wrong pots. In this way she might be able to communicate with them in an effective way. And consequently all could be at meeting in time. The second mistake she did that she arranged a meeting in urgency at the very first day without informing in advance even after knowing that her team was not in shape and ordered. She was not focused on her goals instead focusing other unimportant work. 12. She did not take information on it because her predecessor was fired from this seat due to falsifying these reports by using previous data. This mistake would mean the team would be charged for emergency repotting costs as well as discounts offered as compensation for delayed delivery if they did not act quickly. 10. Richardson was accused for the gender discrimination at the working place and this was claimed by Chelsea Peterson. She was not democratic at all.

7) Critique Melissa Richardson’s first meeting. Because each big-box customers received plants in plastic pots that showed its unique bar codes for price scanning and inventory management. 5. If she went through each area which was in her supervision she could save herself and her team members from extra costs that was charged from repotting in emergency and discounts offered as compensation for delayed delivery. She should have informed them early or in advance like when she visited her office on Friday she could have told the receptionist to inform every one of the meeting that would held on Monday morning. But as a leader she should have to do something more right and important then thinking about a treat was reasonable. management issues and process covered in the classes then she would be able to better handle paper work assigned from her regional manager. How could she have made a stronger impact on her team that first day? Recommend some ways which will help Melissa Richardson build her team effectively? Answer: We all know that Richardson first meeting wasn’t effective at all firstly her team members were informed of the meeting just an hour before. 4. From the start if she kept focused on the goal and decided the way that how to achieve that goal and assign duty everyone in a more leadership style that definitely help her towards a better start towards success. If she would have an authoritative and leadership attitude with her team members then she could be able to move to betterment in achieving goals and for her job too.3. but there was a lack from the Richardson if she covered it ingeniously she could save herself from accusation on the gender discrimination. 7. Q. Because as Campbell wasn’t there to . If she already understood her job requirements like paper work. After misunderstanding with Chelsea Peterson about job promotion she that this kind of misunderstanding existed in the environment than it should be clarified at the spot and should pay equal attention to all the team members. But in the she pictured the Friday afternoon pizza lunches and ice cream cart celebration she would sponsor when they exceeded their quarterly sales goals. So she could prove herself a very effective sales manager after performing her role ingeniously. 6.

established initial credibility. It’s way easier to manage people if they have clear goals. Recommending ways Richardson can build her team effectively: As a manager. . To build her team effectively and have a positive impact on the team it only takes insight into three key areas: Alignment. She could have made a stronger impact on the team if she would have set a supervisory tone. And knowing each everyone would have helped her to achieve success. Focusing her energy from the first day on the things that only she. she should have planned on establishing them fairly soon. a feeling process occurs. as a manager.  Team should have a sales process and set goals.introduce her to the staff. but it works best to align those organizational goals to the team. and opinions get formed. Motivation. She is responsible for training and developing her people and for building them into a team. She should have taken an orientation or should have asked for it. She is the leader. can do. and Performance. She should have come more prepared with a more detailed speech instead of short speech that would have made a stronger impact on the members. Initial team meetings are where expectations are set. clearly communicated confidence in the new position and moreover first meeting is not about telling your team things — it’s about you asking your team questions and listening so instead of just speaking and telling she would have made her team members speak and listened to them and asking them about      The individual and team goals Most important things for them to achieve this year Hurdles that would come in their way to achieve their goal Challenges they are facing Their expectations and their sales strategies By doing this she would have made a strong connection with the members because this way she would have involved them in her speech and discussing goals and if any person didn’t have clear goals for the year. But due to her short unproductive speech no one was interested whatever she was saying and she felt a tension in the air. Richardson is to make her group more productive than it would have been without her.

For example the . They also lead by example and intelligently. A manager who does not promote teamwork develops a staff that is apathetic toward working together.8) In your opinion who is at fault for Melissa Richardson’s poor performance as a Sales manager and Team Leader? Answer: The team leaders are those who can lead and direct without misuse of their power.  Give flexibility to team members on how to meet their work goals.  Stressing teamwork and cooperation.  Placing a high priority on coaching will build confidence and drive production for the team better and faster than any other single practice. and the no surprises rule (if they have problems or Difficulties.  Learning how to deal with problem or resentful employees. A great team leader will encourage others to brain storm and contribute to the whole. For example Richardson didn’t say anything to Sarah when she used to come late there should be strong rules of coming on time and sharing ideas. emphasizing open and candid communication both ways. Setting general routine rules and guidelines for the team members would make them more efficient and effective.  The most important part of her job is to motivate her employees.  Appraising the team as a whole and individually. Start that from day one. direct or inspire her team members. they should be brought to the new managers attention). with reference to case study Melissa Richardson is not a good team leader as she did not know how to lead.  Inspiring employees to work together to develop solutions to company problems. They must be strong enough to stand firm in decision making and leading others without an egotistical attitude. However. And reward them in a social format that brings out the best in them in a way that inspires everyone. Q.  Relationship building is the most fundamental element of leadership. Give them positive feedback when she can and negative feedback only when she must. encourage employees to make suggestions and give creative ideas. Establishing strong relationships with people enables them to trust and respect you. They must be able to inspire others in a direction or greater good. She should find numerous ways to motivate the team members. in turn giving them a reason to follow your lead.

Legal issues related to human resource had been stressed repeatedly.behavior of Alex Hoffman is very rude towards her but she did not take any action. Richardson had not been exposed to many of the management issues. hanging over their shoulders and constantly asking for updates. As a sales person. setting quotas. A sales manager's tasks often include assigning sales territories. . and processes covered in the classes of the manager training course. Because a sales manager's compensation is tied to how many sales her team makes. mentoring the members of her sales team. and hiring and firing salespeople. This often leads to a scenario where she micromanages her sales team. building a sales plan. Some as the one of other team member Sarah Vega who did not pay full attention towards her work and much busy with her cell phone. paperwork. The sales manager is the person responsible for leading and guiding a team of salespeople. but Richardson had little confidence in her understanding of the risks and requirements. assigning sales training. Due to all above issues she shows a poor performance as sales managers. She also comes late on work but Melissa didn’t do anything for her this type of behavior. One of the other reason of her poor performance as a sales manager is that her regional manager didn’t give her information about the duties and responsibilities of her new job. she's highly motivated to get her salespeople producing.