Humanities

y
Education

Case "Tienda Don Tito. Family Business Continuity".

NAME: Camila Campillay Vega

Javiera Gómez Cuello
CAREER: Social Work
SUBJECT: Managing People for Communication
TEACHER: Paola Rivera Guerra
DATE: 06-04-2021
Table of Contents

Introduction..................................................................................................................................................2
1 Question N°1.........................................................................................................................................3
1.1 What type of Leadership should Francisco exercise in the company at this time of crisis and
why? 3
2 Question N°2.........................................................................................................................................4
2.1 How Francisco could involve his teams (in the different stores) to collaborate and contribute
in this moment of crisis that the company is going through....................................................................4
3 Question N°3.........................................................................................................................................5
3.1 What personal and technical characteristics should a collaborator have to support a leader in
a time of crisis?..........................................................................................................................................5
4 Question N°4.........................................................................................................................................6
4.1 In the event of such a crisis occurring in your area of expertise, what actions would you take,
taking into consideration your entire team?............................................................................................6
5 Conclusion.............................................................................................................................................8
6 Bibliographic References.......................................................................................................................9

Introduction

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 This report will present the case of the family business "Don Tito, continuity of the family
business", a case provided by the teacher of the subject, in which, through the story of the case, the
administrative shortcomings are found from the perspective of the new manager of the company,
Francisco, who happens to be the grandson of the founder, Don Hector. These difficulties arise as a result
of the "white earthquake" (snowstorm) that affected the city of Curacautín, which was declared a disaster
area, affecting the agricultural sector of the region, changing the economic and social situation.As a result,
Francisco decided to take on the responsibility of becoming the new manager of the business, and to
carry out a plan to improve the management of the business, in which the partners have given him a
period of one month to present this plan.

Francisco, will have to take on the challenge of leading the administrative changes and to cope
with the current situation of the crisis that hit his family business, for the solution of the case, we will use
pedagogical material provided by the teacher, which is related to the topic to be addressed, analyzing
organizational behavior, motivation and its components, job performance and leadership in
organizations.This material will allow us to go deeper into the case and solve the problem raised, in
addition to information gathered from the Internet and articles from reliable sources.

Regarding the structure of the report, first we have the introduction where a summary of the case
is presented, followed by an answer to the four questions raised in the report, then a conclusion of the
case and the work developed, and finally the bibliography used in the report.

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1 Question N°1
1.1 What type of Leadership should Francisco exercise in the company at this time of
crisis and why?

The type of leadership that Francisco must exercise within the company is transformational
leadership.

This transformational leadership is natural and charismatic, democratic when it comes to making
decisions and implementing them, trusts in the autonomy of his collaborators and, although he does not
exercise autocratic leadership, as his predecessors Héctor and Cristian did, he is aware of his role and the
need to centralize some actions and delegate others, in which the workers have greater knowledge.

The objective of this type of leadership is to generate transformations among team members
for the future of the project. In this case, Francisco must be able toget the best out of each worker, since
with this type of leadershiphe will know how to maximize it and, thus, he is able to increase the
productivity levels of the company and the branches under these adverse conditions of the white
earthquake.

Francisco, accepting the challenge of becoming the new manager of the company, exercising his
role as a leader, must focus on human capital in order to develop an organizational structure that will
allow him to optimize the resources that remain after the company's present fateful situation.

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2 Question N°2
2.1 How Francisco could involve his teams (in the different stores) to collaborate and
contribute in this moment of crisis that the company is going through.

Francisco to involve their work teams, to collaborate and contribute in this crisis situation due
to the white earthquake, must make the decision to plan strategies for continuous improvement to the
company, which will lead to delegate functions that optimize the resources of the company, and motivate
workers to be more autonomous, efficient, in order to achieve as a process of improvement of the
company that drives to achieve its objectives.

Within the strategy planned by Francisco, the following will be mentioned:

 Improvements in remuneration, complementary health insurance, and benefits for each

employee and their families, which allow for a great work environment and a sense of belonging
to the company.

 Establish work areas and functions of each worker, to determine costs and optimize
monetary resources. Within the roles of each worker, they will have a share of participation in the
planning of the tasks because the collaborators are the ones who work in the field and have
knowledge of their clients.

 Francisco will keep his employees motivated through financial incentives, if the sales goals
set by the administrative planning are met.

 Optimization of resources and reforms in the branches through the incorporation of

technologies for inventory and product stock control to keep customers supplied and the
company profitable.

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3 Question N°3
3.1 What personal and technical characteristics should a collaborator have to support a
leader in a time of crisis?

In the first instance, emphasis should be placed on the skills and characteristics of a leader, who
must anticipate changes, i.e., be prepared for crisis situations that may arise, be they economic crises or
natural disasters, and accept these changes as an opportunity for improvement in the organization,
understanding the economic situation it is facing, analyzing its impact on business management. In this
case, Francisco, the new manager of the family business, should generate a space for interaction between
his collaborators and the leader (Francisco), understanding in the same way their personal desires, where
by identifying them correctly he can achieve their satisfaction, therefore, Maslow's needs model is used,
where he refers to primary needs, which "correspond to the physiological and security needs" (Rivera,
2021) as a way of satisfying them.Therefore, Maslow's needs model is used, where he refers to primary
needs, which "correspond to physiological and security needs" (Rivera, 2021) as a focus on safe work, job
permanence and protection for his collaborators.
For this case it is necessary to apply chaos theory, which is defined as "the theories of systems,
based on the character of development that presents unexpected jumps and surprising elements. That is,
social development includes stages with chaotic leaps or whose direction cannot be predicted (or whose
prediction is difficult), giving way to other alternatives for a new stable development or causing the
collapse of the system" (Soto & Areche, 2008), which refers to changes that generate large differences in
the organization's planning, making these events totally unpredictable.
To answer the initial question, it is necessary to identify the various characteristics that a
collaborator must possess in times of crisis in an organization, firstly, soft skills are visualized,
corresponding to emotional intelligence, where it refers to the ability to control the emotions and act of
the collaborators, which leads to motivation and empathy among themselves, therefore, commitment is
obtained, even more so in a crisis situation where it is important to demonstrate that they are committed
to the company and everything that goes with it, showing the desire to move forward, demonstrating the
desire to move forward.Another important aspect corresponds to the attitude that employees have when
faced with certain situations of uncertainty, i.e., this quality encompasses many aspects such as, for
example, respect for colleagues and management, punctuality and respect for the company and its
employees.On the other hand, the ability to adapt to new situations, every company needs employees
who are able to adapt to new and complex situations that may arise, in this case, the development of this
ability should be of utmost importance in order to cope with a crisis situation, the result of a disaster or a
crisis of the company.Finally, the most indispensable quality is teamwork, where employees should be
willing to coexist and collaborate with their coworkers and administrative staff, developing solidarity
among them, thus creating an environment of security, stability, trust and empathy.

4 Question N°4
4.1 In the event of such a crisis occurring in your area of expertise, what actions would you
take, taking into consideration your entire team?

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 First of all, the role played by social workers in a crisis, emergency or disaster situation should be
focused on orientation and management, so the functions to be developed and the situation to be
intervened must be clearly analyzed, as well as its evaluation and the components that lead to it,
therefore the actions of a social worker in the workplace are defined as "The action of the social worker in
the company starts at the organizational levels, it is important to have a clear understanding of the
situation to be intervened.Therefore, the action of a social worker in the workplace is defined as "The
action of the social worker in companies starts from the organizational levels of the same, it is important
that the professional knows the context for his intervention to have an impact" (Alcaino & Matus, 2016),
i.e., it is important for the professional to know the context so that his intervention has an impact"
(Alcaino & Matus, 2016). Matus, 2016), i.e., as a professional, when faced with this type of crisis situation,
he/she must facilitate communication between employees and administrative staff, as well as with
external people who are able to provide support in this resurgence process.In the same way, the
professional must restore the connection that the employee feels with his environment, which has been
affected by the natural phenomenon, in addition to promoting the help to people and motivate them to
learn how to face the problems, that is to say, to provide them with a different perspective towards the
situation they are in.
Perception is the reality that each person gives to a specific situation, this reality is not necessarily
the correct one, however, it allows to know other points of view of this situation, where, some workers
can see an irreversible situation, others can see an opportunity for change, as well as another group of
people see it as a challenge to get up again learning from the experience, this manages to generate a
meaning of each one to be able to intervene adequately in the situation or circumstance, in relation to
the situation or circumstance.It also happens when another group of people see it as a challenge to get up
again learning from the experience, this generates a meaning for each one to be able to intervene in an
adequate way in the situation or circumstance, in relation to this, it can be referred to as a challenge.In
relation to this, we can refer to the creation of meanings where people "carry out an exercise of
understanding that implies taking into account their entire context, that is, their personal characteristics,
expectations, interests, motives, past, attitudes" (Rivera, 2021).
The measures that could be taken regarding a crisis of this magnitude as a social worker, should
be focused on an adequate intervention to provide the necessary tools for the affected people, first of all,
it is necessary to identify the type of situations, as shown in figure n° 1, the crisis corresponding to the
case of Don Tito, the type of situation corresponds to an unpredictable natural situation, since it is a
"white earthquake" or snowstorm that affected the localities of Araucanía.1, the crisis corresponding to
the case of Don Tito, the type of situation corresponds to an unpredictable natural situation, since it is a
"white earthquake" or snowstorm that affected the localities of the Araucanía.

Source: Herrero, Los

Trabajadores Sociales
en situaciones de
crisis, emergencias y
catástrofes, 2012.

Figure 1

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 After identifying the situation in which the company finds itself, the professional begins with
an assessment of the organization, knowing the branches the company has, the number of workers
and the roles of each one of them, after which a space is created for meetings, where the social
worker is in charge of leading them and analyzing the situation of the company, after which a cadaster
of losses is made to facilitate the necessary resources to start the intervention.The social worker is in
charge of leading the meetings and analyzing the company's situation, after which a loss register is
made to facilitate the necessary resources to start the intervention, where she obtains the role of
coordinator and organizer of the organization's personnel, as well as that of the volunteer personnel,
and is also responsible for providing the information in a clear, concise and concise manner.It is also
responsible for providing information in a clear, concise and adequate manner to the collaborators
and management, on the other hand, it is necessary to keep a record of each action carried out by
each of those involved and with this, constant evaluation and supervision is applied.
Therefore, a post-crisis evaluation must be applied, i.e., an evaluation of the primary results
during the crisis is carried out, after which human resources training is conducted on the experience
and the lessons learned by employees, managers and management.However, this does not mean that
feedback sessions are not held to learn about the company's process and how they have been
integrating the new strategies acquired after the crisis the company faced.

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5 Conclusion

By way of conclusion, it is worth mentioning the lessons learned from the case study given by the
teacher, corresponding to the case method "Don Tito's Store, continuity of the family business", where
we were able to deepen our understanding of the fundamentals of human behavior, organizational
behavior, motivation and work environment, leadership in organizations and the psychological contract,
which allowed us to relate these concepts to each other within the case itself, applying her methodologies
to the development of the case, providing strategies from the perspective of the profession of
psychology.This allowed us to relate these concepts to each other within the case itself, applying her
methodologies to the development of the case, contributing strategies from the perspective of the social
work profession.
One of the most relevant learnings included in this report is transformational leadership, which
was used by Francisco in times of crisis in the company or organization, where we were able to visualize
that the skills and knowledge that a leader should have should be put into practice, as well as the skills of
the collaborators.This allows us to verify the level of preparation of those involved, as well as to accept
that when these situations arise we must recognize the type of situation, analyze it and act, accepting and
contributing all the ideas for the future.
It should be kept in mind that, within the company, the situation faced by Francisco was a great
challenge, since he had to take on the role of leader in a limited time and with workers who were not in a
very pleasant work environment, since the rigid leadership style was maintained and there were frequent
misunderstandings and disagreements in the administration of the business, since the salesmen and
collaborators received instructions from several members of the family.The leadership style was rigid and
there were frequent misunderstandings and disagreements in the administration of the business, since
the salesmen and collaborators received instructions from several members of the family.
Francisco's planning was based on the critical points and shortcomings of the previous
administration, improving the quality and working environment of his workers. It also stipulated and
clarified the management roles and operating conditions of the stores, and within all this, it improved the
working conditions and salaries of its employees.
Another important point observed in the report is the communication and active listening from
the leader to the workers and vice versa, since good communication allows the employees to be informed
about the problem and its seriousness, so that the work environment will not be negatively impacted.

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6 Bibliographic References

Alcaino, A. & Matus, J. (2016). Social Work in situations of natural disasters The road to a culture
of prevention. Chillán, Chile: UNIVERSIDAD DEL BÍO BÍO BÍO FACULTY OF EDUCATION AND HUMANITIES
SCHOOL OF SOCIAL WORK.
EAE Business School. (2021). 10 qualities of the ideal employee. 2021, by EAE Business School
Website: https://www.eaeprogramas.es/blog/negocio/recursos-humanos/10-cualidades-del-empleado-
ideal
Herrero, I. (2012). Social Workers in situations of crisis, emergencies and catastrophes. 2021,
Psychosocial and emergency Web site: https://www.psicosocialyemergencias.com/los-trabajadores-
sociales-en-situaciones-de-crisis-emergencias-y-catastrofes/
What is transformational leadership,(S/F),Retrieved April 04, 2021, https://blog.up.edu.mx/que-
es-el-liderazgo-transformacional-conviertete-en-modelo-para-inspirar-innovacion#:~:text=The
%20leadership%20transformational%20is%20a%20way%20to%20your%20%20%C3%A9success
%20future.
Rivera, P. (2021) Fundamentals of human behavior, organizational behavior, motivation and
performance. Copiapó, Chile: Technological University of Chile Inacap.
Rivera P. (2021) People management for communication, organizational behavior, motivation and
performance. Copiapó, Chile: Technological University of Chile Inacap.
Rivera, P. (2021) Glossary, organizational behavior, motivation and performance. Copiapó, Chile:
Technological University of Chile Inacap.
Schroeder, T. (2020). What is and how to develop a crisis management plan. 2021, by Softexpert.
Website: https://blog.softexpert.com/es/plano-gestion-de-crisis/#:~:text=A%20crisis%20can%20be
%20defined%20,its%20stakeholders%20and%20its%20reputation.
Soto, M. & Areche, R. (2008). LEADERSHIP IN TIMES OF UNCERTAINTY IN INTELLIGENT
ORGANIZATIONS. Venezuela: Universidad Rafael Belloso Chacín.

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