Question

Compose an essay, 3-5 pages in length, in which you describe a scenario that would be deeply problematic for you as a leader, apply two conflicting decision-making paradigms to that scenario, and explain what course of action each would prescribe. Finally, attempt some explanation as to why such deep disagreements arise.

just add some key points can lean to 3-5 pge

Answer 1

I would like to describe my personal experience of a problematic leadership experience in a Car Service Showroom. The incident happened to be as under last year-

I had gone for my car service at near by dealership for regular service and maintenance. Initially, as per their procedure and process, all the documentation work was completed. They have mentioned all my accessories including everything that was available at that moment. Then, I was provided an estimation of the bill plus receiving receipt to be shown at the billing after complete process at the time of delivery of my car. They asked me to come the next day.

Next day, I arrived at the dealership. They had done everything that was mentioned by me during the visit the last day. They asked me to cross check the car essentials or any other problem if I'm facing else more. Everything was quite good. It was a good experience overall. Soon after, I received the keys of my car and entered the cabin, I noticed that the car mats and the locks were missing which were already mentioned in the list submitted before handing over the car to the dealership. Noticing this, I raised a complaint for the same.

After sometime, the Manage informally had a conversation with me saying that we don't know about your accessories and having no idea whether or not you were having those in your car. The incident got furious to this statement that instead of giving a helping hand, he is trying to fool me by such nmon sense and useless statements.

I clearly stated that you can do your part before I make my move since I was having the proof as a list of what was there in my car initially. Then, the Manager asked me to resolve the case. Since, it was a case or poor management and fraud as well, I decided to resolve the same by simply demanding my accessories back. to this the manager told me that he would ask the workers inside the labour bay area and would search the same. To his duty as he has done, they were nowhere in the showroom as his statement. I had stated earlier that I just need my accessories back no matter what. The manager requested to leave all this as it is, but I was certainly not doing that at all.

As the matter escalated, they asked me to wait for 7 days to resolve the case. I had raised a complaint in written along with their feedback mentioning a 7 day long wait to resolve the case. The whole case in an example of poor management and problematic leadership.

There was no communication from their side. They were like they have forgotten the whole issue. I decided to contact them through call but they were just postponing the same. Two weeks passed but there was not even a single time communication from their side. To this, I made a visit to the manager and the whole scene repeated as it was going on over the call.

Upon several follow ups only from my side, I filed a complaint about the dealership on company website. I described all the details that happened in the past 3 weeks. This worked for me something very effectively and very fast as well. I received a call from the company representative, to whom I briefed in all the scene. He contacted the dealership after my complaint. The representative told me that I can now visit the dealership and they will purchase new accessories that are missing from the car. The day I visited the dealership, an official accompanied me to the nearby accessory store, the bill of the accessories that were purchased was paid by the official himself. They now were behaving very politely as well after the direct complaint to the company. Now, the Manager requested me to provide a positive feedback about the dealership since they had purchased new accessories for me and apologized for the mistakes committed earlier as this whole incident took a month to be completed. I too had gone down and provided the feedback and closed the matter.

Analysis-

Management was Priority- The Manager initially had shown no interest in customer complaints. He just kept on saying that there was nothing in their showroom. He constantly displayed a concern for the management only. He provided no help to the customer until the company representative was involved. If the Manager has done his job well at the first place, the time and money resources had been saved.

Impact of Leadership- The Manager just had shown a sense of disengagement from the customer. He was not interesting to even take the case seriously. Upon escalating the matter, the whole scene changed and the matter was resolved. The leadership had been effective if the Manager had shown his responsibility in the first place itself.

Leadership has a very significant role. Unless effective, it only creates a number of issues inside the management and the business itself. Effective leadership at the right time and place can benefit one and all.

So this was my personal experience of the problematic leadership. Support me by liking this answer if you find it useful.

Thanks for reading and have a good day !