Interview with a Manager

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“Leadership is understanding people and involving them to help you do a job. That takes all of the good characteristics, like integrity, dedication of purpose, selflessness, knowledge, skill, implacability, as well as determination not to accept failure” (Burke 1995). The purpose of this paper is to interview a manager from an organization and find out the leadership styles she uses to effectively manage the staff there. This paper also looks at the approach she uses toward employment satisfaction, how she motivates the employees and analyzes the different approaches she uses in her job. The manager that I interviewed works in Loui Café in Penn University. Her name is Bobby Hill and she is the Retail Supervisor of the cafe. I have been working with her for the past 2 years as an employee in the café. As my manager, she has motivated me and helped me be a good team player at the organization. General Background and Responsibilities:

Loui Café is an informal restaurant that resides within the campus of Penn University. The café offers a range of hot and cold sandwiches, beverages, smoothies and other food items. Ms. Hill has been an employee in Penn University for 16 years. For the past ten years, she has been working as a Retail Supervisor of Loui Cafe. The three most important tasks that she is responsible for include customer service, staff training and monitoring the actions of the staff. Research shows that the supervisors have a key role in setting rules and goals for the employees and hence having high expectations from the employees. (Griffin et al, 2001). As a supervisor, Ms. Hill ensures that the employees are working at the different stations that are assigned to them on a daily basis. She also estimates how much food and beverage will be used and place order with the suppliers. She is responsible for hiring new staff and making sure that all the employees are coming on time according to the schedule maintained. She ensures that the employees are respected and the customer needs are being met. When asked if she liked working there, she said that she enjoys working with her employees and dealing with the public every day. The only part she dislikes about her job is when there are unforeseen events that disrupt the smooth functioning in the café. She does not like it when the employees call out sick at the last minute or a customer causes a scene and disrupts the good environment in the café. Managing Employees:

Ms. Hill motivates her employees in doing their assigned jobs in a good manner by approaching them directly when she wants a job to be done. She said, “When I need something to be done, I just tell my employees that I need them to help me”. In this regard, she uses her legitimate power which comes from her position of authority in the café. In a study by Laura L. Paglis and Stephen G. Green, it was found that the manager’s motivation influences the change in the employees. The study found out that leadership self-efficacy is an important factor that motivates a manager to improve work situations (Paglis & Green, 2002). Ms. Hill talked about how she motivates herself by setting targets for the day and making sure that the right employees are assigned for the various tasks for the day. As per the Time-Driven Model of Leadership, shared objectives, employee expertise and teamwork skills make the decision-making style in the organization effective. Ms. Hill makes sure that the objectives of all the employees are the same and that the employees are well trained and they can work together effectively as a team. According to Mark A. Griffin, Malcolm G. Patterson and Michael A. West, in an organization, the support, consideration and concern of the supervisors play a big role in whether the employees are being satisfied in the organization (2001). Ms. Hill also talked about how the cooperation between all the employees as a team was important in the Café....
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