Behavioral Approach to LeadershipBehavioral Approach to LeadershipBrittany DavisUniversity of PhoenixThe behavioral approach in regards to leadership is one that stands out the most to me. I am able to apply this approach in my current position and also in future positions that I hope to have within my company. The behavioral leadership approach, defined by Kinicki and Williams (2016), attempts to determine the unique behaviors displayed by effective leaders. These approaches can be divided into four categories; task oriented behavior, relationship oriented behavior, passive behavior, and transformational behavior.
The purpose of task oriented behavior is to ensure that people, equipment, and other resources are used in an efficient way to accomplish the mission of a group or organization (Kinicki and Williams, 2016). At US Foods, my current employer, our mission is to be “First in Food”. This simply means that in all aspects of our business we must be great and stay on top to ensure customer satisfaction in all levels of the business. I can apply task oriented behavior by ensuring that customers are placing their orders on time for delivery. For me being in customer service this means, checking orders before cut off times to ensure orders have been placed, and calling customers whose orders have not been placed before cut off. By continuing to do these tasks, I am ensuring that I helping my company to reach the goals of servicing our customers efficiently.
In summary, to maintain an organization that is working to accomplish the mission of its core role at US Foods, we must be able to ensure a high level of customer satisfaction. As we have previously stated in the “Customer Service Guidelines,” the goal is to create the best-in-class customer experience by providing the highest available level of customer service. This means that the employees are provided with the latest tools they need to manage their time to ensure their company’s mission is as important as possible for the satisfaction of their customers. We know that many employees are frustrated when their current schedule of duties and responsibilities doesn’t meet the company’s mission. As such, we can provide both the employee and company with the highest quality and highest level of customer service.
There is always a risk that customers are confused or may be confused as they go through our process of meeting their new expectations. As mentioned above, we strive to provide service to the “whole organization” as effectively as we can. With this in mind we offer, as a team, several different methods for getting in the best position to serve your customers. These methods will help us maintain an organization with both an efficient and high-performance customer experience.
How are we serving customers?
We are focused solely on serving our goals of serving our customers over a period of time (for example, for the next few weeks and/or months). In this way we can maintain a high level of customer satisfaction. By utilizing our new organization workflow, our team is less reliant on the business to execute tasks and maintain an organization. In doing so, our team is able to remain committed to the business and continue to provide that satisfaction to our employees after they have been put through an evaluation of their expectations and goals. In addition, by using multiple types of automated processes, our team can make better decisions by working collaboratively with customers and customers in other ways with our customers. We hope we have been well-received by our customers and will continue as a team along the way!
What kinds of tasks do I need to meet my customers?
Our mission is not only to maintain an efficient workplace, but to provide the highest quality and highest level of customer service. The same way many people want a healthy environment, our goal is to make sure we are able to serve their needs while also offering them the best possible service. Customers are our core customers and we will never compromise that. We will always be on top of every effort. We are focused solely on providing customers with the highest level of service so they will have a pleasant day. All of our actions are guided in an objective and thoughtful way based on the customer’s expectations and goals. We want this customer’s service to help them meet their desired needs for quality, service, convenience, and personal fulfillment. Every time customers request an offer from us, we will work to provide such service. We do this without hesitation. Many people find this process stressful and sometimes even painful for their customers. We know that when we have a customer who is unsatisfied with our services or has to be stopped or escorted out of our stores, you are always asking yourself, “Should somebody visit me where? What if I can’t get a bill or a book? What if someone is making money with my store?” This is one of the most effective ways we can serve our community members. When we deliver well
There are three kinds of relationship oriented behaviors, according to Kinicki and Williams (2016). They include consideration, empowering leadership, and servant leadership. In my current position, I can continue to practice being considerate of my coworkers’ needs and wants by offering my assistance when needed. In my department, we rotate Sundays working in customer service. I can be considerate of my coworkers’ personal time needed for family outside of work, by helping covering their shifts when needed, even if that means I have to work more than one Sunday in the month. In my opinion, this helps to build trust and a positive relationship with the ones that I work closely with because they know that they can depend on me. Another way that I could practice being considerate is by offering to help with any unfinished work at the end of the work day if I am done with my customers orders and have time to spare. Hassan, Mahsud, Yukl and Prussia (2013), wrote that considerable research suggests that empowering leaders try to enhance subordinate work motivation and performance through delegating authority for job-related decisions and involving subordinates in making decisions about the work. I am not in a management position at this time, but it is my goal to become