SEU Wk 11 Distributed Leadership for XYZ Call Center Case Study

Description

Adaptive leaders are follower-centered. The main objective of adaptive leaders is to help employees change and adjust to new circumstances in the organization (Northouse, 2022, p. 286). In the image below, we can see the Model of Adaptive Leadership (Northouse, 2022, p. 288):

Source: Northouse, P. G. (2022). Leadership: Theory and practice (8th ed., p. 288). Sage Publications. 

Organization XYZ is a call center which helps clients solve issues with their internet connections. The organization opened 10 years ago and has 250 employees working in the facilities as customer service technicians 24 hours a day, seven days a week. After COVID-19, leadership has been rethinking the way that the organization conducts business. Therefore, it has been determined that all 250 employees would work remotely.

Think about what adaptive leadership is, the Model of Adaptive Leadership presented above, and the case, then address the following: 

  1. Describe what the adaptive leader’s behavioral approach would be in this case. 
  2. Explain the effectiveness of the adaptive leadership approach and how this leadership approach is similar to or different than your selected leadership style.

 


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