Communicating your leadership vision
Scenario
Now that you have begun your new role as the customer service manager for Corollary Marketing Inc., it will be important for you to introduce yourself as a leader to your team. The purpose of the introduction is to explain how you will use emotional intelligence to incorporate company values, unify the team, and begin to set team expectations.
Corollary Marketing Inc. Company Values:
Excellence: In character, decision-making, and service to our clients and customers, we strive for distinction and actions of which we can be proud. Each of the following values contributes to this overriding charge.
Integrity: We do the right thing, regardless of whether someone is watching. Our word is our bond; we carry a duty of care and responsibility to act ethically.
Humility: We conduct our work without our egos. Our actions embody respect, humility, authenticity, and openness and invite feedback and input. We actively seek ideas and feedback from employees and value every voice and contribution.
Trust: We extend the belief and feeling that others can be relied upon. We strive to be trustworthy by showing compassion and consistency and by communicating with care and truthfulness. We are authentic and transparent.
Growth: Our best today may not be good enough tomorrow, and we continually seek to improve. Both personally and professionally, we aim to accelerate employee learning so that we can become better able to meet customer and company needs.
Respect: We believe that each person (employee, customer, vendor, etc.) has value and rights. We act based on facts and always assume positive intent. We celebrate the differences in people and seek to utilize each persons unique knowledge, skills, abilities, and perspectives.
Requirements
Your submission must be your original work. No more than a combined total of 30% of the submission and no more than a 10% match to any one individual source can be directly quoted or closely paraphrased from sources, even if cited correctly. The similarity report that is provided when you submit your task can be used as a guide.
You must use the rubric to direct the creation of your submission because it provides detailed criteria that will be used to evaluate your work. Each requirement below may be evaluated by more than one rubric aspect. The rubric aspect titles may contain hyperlinks to relevant portions of the course.
Tasks may not be submitted as cloud links, such as links to Google Docs, Google Slides, OneDrive, etc., unless specified in the task requirements. All other submissions must be file types that are uploaded and submitted as attachments (e.g., .docx, .pdf, .ppt).
A. Create a document, as the new customer service manager, to help your team understand the four domains of emotional intelligence (self-awareness, self-management, social awareness, and relationship management) by doing the following:
1. Introduce yourself as the new customer service manager to your team, focusing on one of the six company values provided in the scenario.
2. Discuss how you and your team will use one of the following elements of self-awareness in your daily interactions:
emotional awareness
accurate self-assessment
self-confidence
3. Discuss how you and your team will use one of the following elements of self-management in your daily interactions:
emotional self-control
transparency
adaptability
achievement
initiative
optimism
4. Discuss how you and your team will use social awareness to practice empathy in your daily interactions.
a. Discuss how unconscious bias may affect ethical decision-making on your team.
b. Describe two types of cognitive bias, including an example of each bias.
5. Discuss how you and your team will use one of the following elements of relationship management in your daily interactions:
influence
coaching and mentoring
conflict management
teamwork
inspirational leadership
a. Discuss how you will create a culture of care within your team.
6. Explain why you and your direct reports will use at least one of the four domains of emotional intelligence (self-awareness, self-management, social awareness, and relationship management) to be effective as a team.
Emotional intelligence (EQ) is a powerful tool that can enhance our interpersonal relationships, improve our decision-making, and boost our overall job performance. Let's explore how we can apply EQ to our daily interactions:
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Self-Awareness:
- Emotional Awareness: Understanding our own emotions and how they influence our behavior.
- By recognizing our emotions, we can manage them effectively and respond thoughtfully to situations. For example, if we feel overwhelmed, we can take a step back, practice deep breathing, and approach the situation with a clear mind.
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Self-Management:
- Emotional Self-Control: Regulating our emotions to avoid impulsive or destructive behavior.
- By practicing self-control, we can maintain a positive attitude, even in challenging situations. For instance, if a customer is angry, we can remain calm and empathetic, de-escalating the situation.
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Social Awareness:
- Empathy: Understanding and sharing the feelings of others.
- By practicing empathy, we can build stronger relationships with our colleagues and customers. For example, if a team member is going through a difficult time, we can offer support and understanding.
- Unconscious Bias: Recognizing and addressing unconscious biases can help us make fair and equitable decisions. For example, we can be mindful of stereotypes and assumptions when interacting with colleagues and customers from diverse backgrounds.
- Cognitive Biases: Understanding cognitive biases, such as confirmation bias and the halo effect, can help us make more accurate judgments and decisions. For instance, we can be cautious about jumping to conclusions and seek out alternative perspectives.
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Relationship Management:
- Influence: The ability to persuade others and build relationships.
- By developing strong relationships with our colleagues and customers, we can create a positive and collaborative work environment. For example, we can use effective communication and active listening to build trust and respect.
- Teamwork: Working effectively with others to achieve common goals.
- By fostering teamwork, we can improve problem-solving, innovation, and overall job satisfaction.
By embracing these elements of emotional intelligence, we can create a more positive, productive, and supportive work environment. Let's work together to build a strong, empathetic, and high-performing team.
Best regards, [Your Name] Customer Service Manager Corollary Marketing Inc.
Subject: A New Chapter: Embracing Emotional Intelligence for Team Success
Dear Team,
I'm excited to officially introduce myself as your new Customer Service Manager. I'm committed to fostering a positive and supportive work environment where we can all thrive.
As we embark on this new journey together, I want to emphasize the importance of humility. By embracing humility, we create a culture of openness, respect, and continuous improvement. We acknowledge our strengths and weaknesses, learn from our mistakes, and seek feedback from others.
Emotional Intelligence: Our Path to Success