Part 2:

1. Situation 1: Scenario 4
Scripts:
Presentation for solutions:

In this situation, the leader in the video applied Transformational Leadership Theory. This
theory focuses on inspiring and motivating employees to innovate and develop positively;
leading by example; building a culture of collaboration and open communication; while
guiding and empowering employees to make decisions and take responsibility (Crefton,
2006). Specifically, this leader clearly demonstrated the theory by creating an enthusiastic
atmosphere, motivating the entire team, assigning tasks clearly, yet still fostering team spirit
and individual initiative in new tasks. However, some drawbacks of this leader’s approach
include relatively one-way feedback and insufficient listening to the concerns of members
who were still worried about the project’s risks. This led to some issues not being adequately
resolved. To solve this situation, I would also apply Transformational Leadership Theory
but strengthen two-way communication by organizing open group meetings as soon as the
project is assigned, allowing all members to express concerns and propose specific solutions.
I would encourage the team to discuss and analyze the project’s potential risks together, then
adjust plans and task assignments accordingly to reduce pressure and increase consensus. At
the same time, I would focus on individual coaching for hesitant members to help them build
skills, increase confidence, and take initiative in their assigned roles, thereby enhancing
overall effectiveness and collective responsibility within the team.

A clear advantage of my proposals is creating a comfortable space where every team member
can openly share their concerns and ideas. This helps reduce anxiety, build consensus, and
foster team unity before starting a new project. Organizing brainstorming sessions and
individual coaching also supports skill development and confidence building for each person,
thereby improving overall team performance and responsibility. However, some
disadvantages include that increasing discussion sessions may consume more time and
resources, potentially slowing down project progress if not well managed. Additionally,
individual coaching requires the leader’s patience and skills; if done improperly, it can create
pressure or make members feel overly supervised. Therefore, these proposals need to be
reasonably balanced to ensure work effectiveness while maintaining a positive team spirit.

To minimize the above limitations, I propose the company implement a strict time
management plan for discussion sessions, including limiting the duration of each meeting and
setting clear objectives to avoid going off track. Concurrently, using supporting tools such as
agendas and note-taking will help improve work efficiency. Additionally, organizing
discussions in small groups or online when necessary will save resources and increase time
flexibility. Regarding individual coaching, leaders need to enhance their leadership skills by
focusing on a positive, encouraging, and attentive approach, avoiding imposing or excessive
supervision. Furthermore, regularly collecting post-incident feedback from team members to
adjust the approach accordingly will create a comfortable environment that effectively
supports personal development without causing pressure.

2. Situation 2: Scenario 5
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Presentation for solutions:

The leader in this situation applied Transactional Leadership Theory, a theory based on
legitimate organizational authority where leaders promote employee compliance through
rewards and punishments. This theory helps maintain short-term motivation; it is effective
when tasks and goals are clear and followers are concerned with personal benefits (Jaqua,
2021). Specifically, the leader responded promptly to customer feedback and directed a team
member to improve their knowledge to prevent repeated mistakes, demonstrating clear
control and supervision. However, a drawback is that the leader’s feedback is reactive and
issue-focused, offering limited opportunity for the employee to proactively learn or develop
deeper skills, which may cause the employee to focus only on avoiding mistakes rather than
comprehensive skill development. To handle this situation, I would also apply
Transactional Leadership Theory but make it more specific by establishing a performance
evaluation system based on customer feedback and consultation results. Employees would be
regularly monitored, rewarded for good performance, and reminded when requirements are
not met. At the same time, the company would organize mandatory training sessions to
enhance knowledge and consulting skills, combined with progress reporting requirements.

The benefits of this proposal is that it helps the company maintain strict supervision and
improve service quality through regular evaluations based on actual customer feedback,
thereby promptly detecting consultation errors for quick resolution. Clear rewards and
reminders motivate employees to improve work performance, which suits a business
environment with specific goals as in the scenario. Mandatory training sessions help fill
employees’ knowledge gaps, minimizing the risk of recommending wrong products or
unsuitable services to customers. However, the drawback of this proposal is that the
monitoring and reporting system may create significant pressure on employees, especially if a
positive feedback culture has not yet been established, which can lead to a mindset of
working out of fear of punishment rather than proactive development. Additionally, if
mandatory training is not designed flexibly, it may disrupt daily work and affect customer
service efficiency during peak periods.

To address the weaknesses in my previous proposal, the company should build a positive
feedback culture that encourages employees to view evaluations as opportunities for growth
rather than merely control or punishment. The company should also design flexible training
sessions that can be conducted online or divided into smaller batches to avoid disrupting
work and ensure uninterrupted customer service. Simultaneously, the company needs to
create open communication channels where employees feel comfortable sharing difficulties
and proposing improvements, thereby increasing proactiveness and reducing psychological
pressure. Finally, leadership should combine rewards not only based on results but also
recognize effort and positive attitudes, helping to maintain long-term motivation for
employee.

3. Situation 3: Scenario 6
Scripts:
Presentation for solutions:

Contingency Leadership Theory was applied by the leader in the video to address this
situation. this theory states that leadership style must be flexibly adjusted based on the
circumstances and characteristics of each situation to achieve optimal effectiveness (Mark &
Erude, 2023). To be more specifict, the leader implemented the mandatory temperature check
policy while simultaneously creating a separate service lane for VIP customers to maintain
compliance and retain important clients. However, a weakness was the initial response lacked
thorough preparation in handling the VIP customer’s reaction, resulting in dissatisfaction and
customer loss. To improve, I would also rely on Contingency Leadership Theory and
propose developing a more flexible procedure, including establishing adaptive handling
processes for VIP customers, training staff in sensitive communication skills when enforcing
strict policies, and proactively informing and clearly explaining the new regulations to VIP
customers. I also recommend organizing regular quick meetings to collect feedback from
employees and customers, thereby timely adjusting measures to fit real situations, balancing
safety and satisfaction, consistent with the flexibility inherent in this theory.

The advantages of this proposal include enabling the company to respond flexibly and
proactively, minimizing VIP customer loss caused by the new policy. Training staff in
sensitive communication helps them better manage negative reactions, maintain a
professional image, and gain customer consensus when implementing temperature checks.
Clear and early notifications to VIP customers help them understand and accept the policy,
reducing dissatisfaction and the risk of customer churn. Additionally, regular feedback
meetings allow leadership to promptly grasp the actual situation and adjust policies
accordingly. However, the disadvantages are that organizing training and regular meetings
consumes significant time and resources, putting pressure on employees, especially in a busy
retail environment. Furthermore, if notifications and explanations are not delivered tactfully,
VIP customers may still feel their privileges are limited, leading to negative experiences and
the risk of long-term customer loss. Therefore, the company must ensure flexibility in
applying these measures while building open communication channels to gather customer
opinions, balancing safety maintenance with customer satisfaction.

To mitigate these weaknesses, the company should establish a flexible communication

training program combining short in-person sessions with online courses to save employees’
time. At the same time, the company needs to develop clear policy notification procedures
using diverse communication channels such as email, SMS, and in-store signage to ensure
VIP customers receive information before arriving. The company should also form a
dedicated customer feedback team responsible for collecting, analyzing, and quickly
responding to VIP customer opinions to timely adjust policies appropriately. Additionally, an
open communication environment between staff and leadership should be created so
employees feel supported and less pressured. Finally, the company should apply reasonable
reward policies to encourage staff to maintain professional attitudes and dedicated service
spirit, while regularly evaluating effectiveness to optimize implementation measures.