Leading and motivation Leadership is an important element of directing function of management where ever there is an organised group of people working together towards a common goal Definitions "Leadership is the ability of a manager to induce subordinates to work with confidence and zeal” Koonts&O Daniel “Leadership is the exercise of authority and making of de ns"Dubin “Leadership is the activity of influencing people to strive wil gly for the group objectives George R Terry Characteristics Leadership is a personal activity 2. Itexists only with followers if there are more followers there is no leadership 3. Itinvolves readiness to accept complete Responsibility in all situations 4. Leadership styles to change under different circumstances 5. Leadership is the willingness of people to follow that makes person a leader 6 Leadership is a process of influence Power and authority Power can be defined as the ability of a person or a group to influence the benefits and actions of other people power is the position or the ability are the right to control the actions and performances of others either by authority or by other means Authority is the right given to a person or a post to achieve particular objectives it is the right to get things done by others to take decisions and give Orders and get obedience from them Leadership stylesAutocratie authoritative style under this type of leadership the leader expects complete obedience from his subordinates and all decision making is centralised there is no parti pation by subordinates jon making process no suggestions or initiative from subordinates are entertained ind There are two types of autocratic leaders Tough autocrat he is a tough and dry leader who believes only telling and ordering the subordinates the subordinates are supposed to obey without questioning this style may not be workable for long Benevolent he is generally praises subordinates for their good work he gets a detailed information from subordinates before taking decisions Laissez fare or free rain style leader ‘Under this type of leadership maximum freedom is allowed to subordinates they are given free hand in deciding their own policies and methods and their own decisions the leader provides help only when required by his subordinates otherwise it does not interfere in their work. Features 1, There is no or minimum interference from leaders. 2. Leaders help only when required 3. There is free and informal environment. 4. Individuals are allowed to plan their work and decision may be taken by majority. Democratic or participative leader This style of leadership employees compromise between the two extremes of autocratic and analyses fare style of leadership in this leader act according to the mutual consent and the decisions are reached after consulting subordinates sub-ordinates are encouraged to make suggestions and take initiative it provides necessary motivation to the workers by ensuring their participation Features decisions are taken after Consulting subordinates there decentrali delegation of autho tion is followed in decision making there is both way communication corporation of subordinates is taken in making important decisions Bureaucratic or rules centred leadershi ip In this everything is influenced by rules regulations and procedures all decisions are taken on the basis of rules and regulations no devi: Features 1, Dependence on rules and regulations mn of set principles is allowed under all situations 2. Subordinates perform jobs in mechanical way3. There is too much of paperwork 4. Deci ns are taken in work frame of rules and procedures 5. ‘There are delays in taking decisions 6. New ideas and initiatives are not encouraged Under the style the le hieve organisational goals by exploiting the week points of employces the employees are exploited through different means for extracting more and more work from them and not compensating them for their Work or additional efforts the need and aspirations of employees are used as tools for achieving organisational objectives Paternalistic style leader the style of leadership is: based upon the sentiments and emotions of people the leader looks after the needs and aspirations of subordinates and also helps their families he helps guides and protects all of his subordinates but they do not grow under them the subordinates become dependent on leader ‘Theories of leadership The behavioural theory:This theory emphasizes to focus on the actual behaviour and actions of leaders as against Personal qualities are traits: of leader.According to this-approach, leadership involves and interpersonal relationship between a leader and subordinates in which the behaviour of the leader towards the subordinates constitutes the most critical elements The good behavi team members and the lack of good behaviour will discard him as a leader. ur of the leader raises the moral build up confidence and spirit among the The situational theory:|t emphasizes upon the situation in which he operates.A good leader is one ual qualities and who moulds himself according to the needs of a given situation.tn this theory, indi traits of a leader also play an important role. Leadership skills:A successful leader secures desired behaviour from his followers.tt depends upon the skills of leadership he is able to provide.A leader to be effective, must possess certain basic skills qual Some of the skills/qualities of a good leader as follows 1. Initiative and creative thinking 2. ability to guide and teach 3. communicating skills4, objective and flexible approach 5, courage to accept responsibility 6. emotional stability 7. good understanding and sound judgement 8, self-confidence Daliganj and industry 9, sound education and professional competence Team leadership:e plays a major role in team success or failure leading a small operations team ‘may not compare with the challenges of leading large complex organisation Role:- Team leaders sense various roles in the organisation > Develop a strategy the team will use to rich its goal > Provide training that team members need ‘Communicate clear instructions to team members ms Listen to team members feedback o na Manage the flow of day-to-day operations nD Create reports to update the company on teams progress Motivate and inspire team members Facilitate problem solving and collaboration Maintain healthy group dynamics Recognise and celebrate team member's accomplishments and exceptional performance. Provide the team with the vision of the project objectives Lead by setting good examples Encourage creativity, isk taking and constant improvement ERE EES Ensure that the team members have the necessary education and t participate on the team. Leadership during adversity and crisis High level of uncertainty, time,urgency and negative moral are just a few factors that can take toll on @ work force during a Crisis.Thestrain can lead to reduce productivity.Poor employee retention and increase the financial problems which causes many organisations to ‘An organisational leader plays an integral role in how resilient employees are during and organisational crisis ive There are three things that leaders can do to help employees remain positive and producti throughout the erisis,ek team member When employees are hard for theit feedback and ideas they take more ownership inthe problem. They are more devoted tothe ease and they are more motivated to help Getting your employees involved in creating solutions not only will inerease brain power Provide youwith more potential solutions, but your entire team wil also become stronger, Empathize with the stress and strain: Acknowledge that everyone feels distress Authentic communication provides genuine reassurance and people won't feel like they ate ending the strain alone spread the idea that “ths i tough but we are inthis together and your team will be more likely to bond together” Encourage followers to ask for help: A crisis leads employees to worry that asking for help will be viewed as sign of the weakness Whether someone can't meet a deadline or an employee need some extra emotional support Provide support and strive to get struggling workers back on track as fast as possible Be a mentally strong leader:Treat each small issue of a company faces as an opportunity to practice for future crisis.Be a strong leader and build a strong team now.With each successful resolved issue, you will be better prepared to whether any future storms you organisation encounters. Handling customer complaints: The following are the steps to handle the customer complaints 1. Listen to the customer concerns: -The important part here is to respond quickly and professionally.Give the customer a chance so hear their grievances as soon as possible.Be proactive in looking for a resolution to the issu 2. Give the customer and_opportunity explain_the_problem_with interpretatio Constantly interpreting the customer will only add fuel to the problem and may end in shouting match, It also simply to make the customer think that you don't genuinely care about the issue 3. Don't challenge there complaint: Even if the customer is saying has no basic reality and ‘you immediately want to completely reset everything they had said; don't tell them that they are wrong this phone help you resolve the problem 4. Ask questions to classify the problem and the causes: - Identify exactly when the customer Tan into the issue. Many times customer will assess the entire customer service experience negatively. Ask them more questions to determine exactly where something went wrong, 5. Transfer the customer to someone else if necessary: handle the customers’ complaints directly. In this case immediately transfer them to someone In some cases you may be unable to who can handle the problem like manager or customer service specialist. Handling employee complaints:‘\ complaint or grievance can be a real or imagined feeling of dissatisfaction that an employee experiences in course of their job. Some of the best ways to address employee complaints and manage their outcomes are 1, Setting up a system: - Here are some of the key things you should do when setting up this process a) Include your policy in your company’s employee handbook. b) Assign one person or department 10 handle the receipts of complaints ©) Provide a Central location to place complaints device a confidential way for employees to submit complaints 4) Esta 2. Categorising complaints:There are three categories you should be able to place each complaint lish a schedule to address concern and complaints, ) Working conditions and safety. b). Unreasonable management policies ) Violation of rules and policies 3. Addressing complaints: -When preparing to address a complaint, follow these simple steps. 1, Acknowledge:Make it known that the complaint has been received and that it will be addressed by the organisation 2. Investigate: -Gather information regarding grievance 3. Di ide: - Once gailered all informati in ard fuliy examined tie suurtion, formulate and decide on a solution 4, Act: -After decision has been made, act swiftly 10" TIO} Motivation is an important factor which encourages persons to give their best performance and help in reaching enterprise goals Definitioy “Motivation is a complex of forces starting and keeping a person at work in an organisation” Dubin Motivation refers to the degree of readiness of an organisation to pursue some designated goal and employs the determination of the nature and focus of the forces including the degree of readiness ‘YPES OF MOTIVATIONBasically motivation is cl Intrinsic Motivation: - The act of being motivated by internal factors to perform certain actions and behaviour is called as intrinsic motivation ified into two types. Extrinsic Motivation : -Whenever an individual performs an action or behaviour because the ind ual is affected by the external factors such as rewards or punishments such form of motivation is called as extensive motivation Apart from the above 2 there are some other types of motivation 1 Achievement Moti ion it is the drive to pursue and attain goals and individual with achievement motivation wishes to achieve objectives and advance up on the ladder of success. 2 Affiliation Motivation: ~ Persons with affiliation motivation perform work better when they are complemented for their favourable attitudes and cooperation 3 Competence motivatio - It is the drive to be good at something, allowing the individual to ty work competence motivated people take pride in developing and using their perform high qual problem solving skills and strive to be creative 4 Power Motivation: -Power motivated people create an impact on their organisation and are willing to take risk to do so. 5 Attitude Motivation: - It is how people think and feel.It is their self-confidence their belief in themselves and their attitude to life 6 Incentive Motivation: It is a type of reward and prices and drive people to work a little harder most of the unorganised job workers get motivated when they are offered more money it is helpful in the 7 Fear Motivation :- It is an instance shares and gets the job done quickly short run, FEATURES OF MOTIVATION + Greater efficiency ‘Reduction in absenteeism and labour turnover ‘Team Spirit Reduction in wastages and breakages + Cordial relations + Promotion of innovation + Optimum use of resources % Corporate image + Goal directed behaviour Posi e and negative motivation % Dynamic and complex in natureDEFINITIONThe accomplishment of a given task measured against present non standards of accuracy, completeness, cost and speed. Characteristics ¥ planning ¥ organising ¥ controlling motivating ¥ developing ¥ promoting equal opportunity analytical problem solving and decision making skills ¥ social skills and abilities Y creativity ¥ relevant professional knowledge Y command of basic factsEngagement Definition And Characters Definitior the organisation which tends to influence his or her behaviour at the level of effort in work related Emotional connection and employee fields towards his or her employment in activities . The more engagement an employee has with his or her company the more efforts they put forth.Employee engagement also involves the nature of the job itself.f the employee fields mentally stimulated the trust and communication between employee and management will develop CHARACTERISTICS ‘Mutual trust Job and career satisfaction Credible leadership Focused and keen to take up challenges Better performance Problem solving attitudes Clearly defined responsibilities SKK K EROS Recognition of contributions and Personal qualities Note: - Motivational theories which are given in the first unit same should be applicable here