Axia College MaterialAppendix D

Contingency Theory of Leadership

Description of work environment

Our environment is fast paced retail. We are customer service oriented. We pick up and deliver household furniture, appliances, and electronics. We also service our merchandise and collect payments from past due customers.

In the table below, categorize different leadership approaches that could be used in the work environment you have described. Provide different suggestions for each of the four approaches to leadership.

Directive approach Supportive approach

Our company has a solid 10 day training program set up for new employees. This orientation period covers everything from dress code to how to answer the phone to closing lease agreements with customers and collecting late payments in the field.

In my particular store I have a huge open door policy. My employees understand that my door is ALWAYS open for anything they feel they need to discuss with me. They know that they can freely discuss personal or work related issues in private with me without any form of repercussion.

Participative approach Achievement-oriented approach

Every Monday morning we have a team meeting at my store. In this meeting we discuss everything from sales to marketing to collections and store presentation. We have open table at these meeting were everyone puts in opinions or suggestions. I believe that there is always someone out there who knows something better than me. My job is to listen and learn.

Our company has a position known as “Account Manager.” These are basically starting positions in this company. At my store these people do just as their title suggests, they manage accounts. They are basically in charge of collections. My account managers are trained to the point that I do not have to watch over them at all times and I trust them to make all of the proper decisions concerning customer’s accounts.

Leadership recommendation I believe that the direct approach would be the best for this

type of work environment. With a solid training program, clear performance standards, and clearly stated rules your employees know what you expect from them and they know

BUS 210

how to get these things done. As a leader, if I do not make my expectations clear, when they are not met I only have myself to blame.

BUS 210