leadership charateristics
... some of the information and the employees have some of the information. This allows the employee to become a part of the team and allows management to make a better decision. The advantage of this leadership style is that the employee feels that they are involved with the decision making process. This would also allow an employees voice to be heard so that an opportunity of improvement can be made. The disadvantage of this leaderships style would allow for some poor decisions to be made that may cause uncomfortable and non productive attitudes among employees and management. The first motivational approach used by the Customer Bank Information Center is Hertzberg’s Motivating Factor. The CBIC uses this approach in several ways. According to Hertzberg, he describes motivating factors as factors within a job which allow for such things as achievement, responsibility, recognition, advancement and challenge. Our achievements come from completing the highest level of stars on our Quality Service Award Plaques or earning an Above and Beyond Award. Agents are recognized with a monthly incentive in the form of cash. Charter One employees are given an opportunity of advancement within various departments such as a team leader of or manager of a team. These advancement opportunities give employees a chance to take on the challenges of new responsibilities. The second motivational aspect displayed by Customer Bank Information center is Ouchi’s Theory Z. This style deals with how management sees the employees and how we see them. We have a cooperative relationship with each other where we are able to trust management to take care of us and allow us to do our jobs the best way we know how. The management team has a lot of trust, support, and confidence in the employees. An example of this would be the PACE program set up for employees that have more job experience than others. A lot of us are cross-trained to help support other departments in our facility. These representatives are known as universal agents. Management has complete trust that these agents will handle all types of calls that come in the CBIC. The third and last motivational factor is McGregor’s Y Theory. This theory is demonstrated through training to be self directed and creative so that we meet the work and organizational goals. We have a commitment to quality and productivity based on rewards of the incentive program and other implementations. Under this theory we have also been given more responsibility because initiative is common in the CBIC. I can relate to this aspect personally. My job has been broadened with several new responsibilities since I started with the company in 2002. I was a regular customer service representative who was given an opportunity to become trained in specialized areas of the bank. These areas include Online Banking Business Banki...