Organizational leaders are expected to create realistic visions for their companies and the employees they guide, but these visions often have characteristics or properties that differ. There is, therefore, the realization that there is no one best leadership style to guide employees toward accomplishing organizational goals.

Write a six to eight (6-8) page paper in which you:

1.)Analyze the leadership style(s) of a senior executive (CEO, CFO, COO, Director, etc.) in your current or previous organization who made a positive or negative impact on you.

2.) Analyze the organizational structure and culture of the company for which you work (or would like to work) to determine its approach to team development, and whether that approach helped to enhance your relationship skills in the workplace.

3.) Evaluate the performance of your selected leader based on his or her ethical conduct and effective communication to determine if this leader was successful in motivating and empowering you to improve on your work performance. Explain your answer.

4.) Determine three (3) best practices organizational leaders can use to motivate employees and discuss their potential benefits.

5.)Discuss some of the challenges leaders encounter when managing diversity and how diversity helps business organizations better compete in global markets.

6.) Develop an effective business strategy to address the challenges and issues you have identified above.

7.) Use at least five (5) quality references. Note: Wikipedia and other Websites do not qualify as academic resources

Your assignment must follow these formatting requirements:

Be typed, double spaced, using Times New Roman font (size 12), with one-inch margins on all sides; references must follow APA or school-specific format. Check with your professor for any additional instructions. Include a cover page containing the title of the assignment, the student’s name, the professor’s name, the course title, and the date. The cover page and the reference page are not included in the required page length.

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ACCT434 Customer Relations – DeVry

Multiple Choice

1. Question: (TCO 1) The letter L in the acronym LIFE stands for ________.

2. Question: (TCO 2) The Gallup organization studied the impact of customer ________ on long-term customer loyalty and profitability.

3. Question: (TCO 9) Despite many similarities between them, Wal-Mart and K-Mart have very different results, largely because of “little things” that seem to result in better customer service. How do the sales of these two companies compare?

4. Question: (TCO 10) Customer loyalty is NOT:

5. Question: (TCO 3) A smile originates in the:

6. Question: (TCO 4) Among the issues of dealing with the “baby boomer” generation is the consideration that:

7. Question: (TCO 1) A relationship with a customer that doesn’t go beyond the current transaction is:

8. Question: (TCO 1) A company’s culture is made up of:

9. Question: (TCO 6) In any conversation, many of the things we communicate are ________.

10. Question: (TCO 7) Which of the following factors does NOT complicate the listening process?

11. Question: (TCO 8) One problem with not seeing the person you are talking to is:

12. Question: (TCO 7) Listening is the only communication skill that is:

13. Question: (TCO 6) One example of self-centeredness is:

14. Question: (TCO 6) Callers should always:

15. Question: (TCO 13) Many customers get their first impression of your company from:

16. Question: (TCO 13) Which of the following is NOT a method for providing the customers with human contact despite high-tech communication systems?

17. Question: (TCO 13) Spamming is:

18. Question: (TCO 6) The first step in handling an upset caller is to ________.

Essay Type

1. Question: (TCO 1, 4) Your author cites Ockham’s razor, a logical approach that asserts that when trying to understand a situation, the simplest explanation is usually the right one. What does this mean in the context of customer service?

2. Question: (TCO 7, 8) What are the three “I”s of eye communication, and how do you see each used in a typical face-to-face sales encounter?

3. Question: (TCO 8) Define and describe a call center.

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Week 8 Final Exam Set 1

Multiple Choice
1. (TCO 1) The best way to win customer loyalty is to: 
2. (TCO 2) Which of the following problems is NOT listed as a people turnoff? Points 
3. (TCO 3) Small companies can compete against larger ones if they offer: 
4. (TCO 4) Which of the following is NOT an example of something a company can do to enhance extrinsic value? 
5. (TCO 5) Companies cannot wait years for their customers to see long-term value, so they should: 
6. (TCO 4) Smart companies connect with their customers through: 
7. (TCO 5) Intrinsic value arises from:  
8. (TCO 5) Communication efficiency is: 
9. (TCO 5) Customer convenience stems from: 
10. (TCO 4) How long do Americans want to spend preparing a meal? Points 
11. (TCO 9) To avoid requiring customers to do repetitive tasks: 
12. (TCO 8) A company’s culture is made up of: 
13. (TCO 8) Many customers get their first impression of your company from:  
14. (TCO 9) Calling yourself Mr. or Ms. may give the impression that: 
15. (TCO 8) Which employees do most customers associate with a company?  
16. (TCO 10) The three-step process for acting on complaints does NOT include:  
17. (TCO 10) What percent of customers whose complaints are dealt with report a willingness to do business with a company again? 
18. (TCO 10) Feedback is a form of: 
19. (TCO 10) A quick response to a customer’s problem should convey: 
20. (TCO 11) When it comes to listening versus speaking: 
21. (TCO 12) A good strategy with an angry customer is:  
22. (TCO 6) Which of the following behaviors is NOT characteristic of aggressive people? 
23. (TCO 11) Abrasiveness refers to: 
24. (TCO 13) In the NPS formula, the P stands for: 
25. (TCO 13) Market share refers to: 
Essay Type
1. (TCO 1, 2) Define and explain the NPS formula and how it applies to customer satisfaction.  
2. (TCO 4,5) Explain the concept of goodness of product fit.
3. (TCO 6,7) Describe the two personalities a customer will encounter when doing business with an organization,and provide examples of each from your own experience.25 of 25
4. (TCO 8, 9) Describe at least three techniques that companies can use to successfully engage their customers. What are your recommendations for improving a company’s ability to engage their customers? 

5. (TCO 13) Describe the difference between customer share and market share. Explain which concept is more important. 

Week 8 Final Exam Set 2

Multiple Choice
1. (TCO 1) The first step to reduce waiting time is to:
2. (TCO 2) Communication turnoffs often occur when employees are ignorant of:
3. (TCO 3) Small companies can compete against larger ones if they offer:
4. (TCO 4) Value arises from a tradeoff between:
5. (TCO 5) To enhance value through goodness of product fit:
6. (TCO 4) If several people are asking the same question, you have:
7. (TCO 5) Intrinsic value arises from:
8. (TCO 5) The best companies to work for:
9. (TCO 5) Customer convenience stems from:
10. (TCO 4) Communication effectiveness is NOT best achieved when the message
11. (TCO 9) Excellent organizations are:
12. (TCO 8) Behavior is:
13. (TCO 8) One problem with not seeing the person you are talking to is:
14. (TCO 9) How far from your mouth should the telephone mouthpiece be?
15. (TCO 8) To end a call:
16. (TCO 10) Customer dissatisfaction with a firm’s phone call handling stems from:
17. (TCO 10) Open communication occurs best when:
18. (TCO 10) Feedback is a form of:
19. (TCO 10) Which of the following strategies is NOT a great method of soliciting feedback?
20 (TCO 12) Positive language conveys more of what than negative language?
21. (TCO 12) A good strategy with an angry customer is:
22. (TCO 6) Assertiveness and abrasiveness are:
23. (TCO 11) An average company will lose what percentage of its customers every five years?
24. (TCO 13) Interactivity between businesses and customers:
25. (TCO 13) The fastest growing population in the U.S. today is:
Essay Type
1. (TCO 1, 2) Evaluate the following statement. Your complaining customer is often your least valuable/most valuable customer. Back up your answer with concepts and examples.
2. (TCO 4, 5) Discuss the impact of ignoring e-mails or delaying responses to e-mail from customers in a business setting.
3. (TCO 6, 7) Describe the two personalities a customer will encounter when doing business with an organization, and provide examples of each from your own experience.
4. (TCO 8, 9) Sometimes we walk into a store and we feel like we’re the most important person in the world. Other times, we enter a business, and we might as well be invisible. What are some examples of companies that succeed and companies that fail in engaging their customers? What are your recommendations for improvement for places you do business?

5. (TCO 13) Explain the concept of personalized self-serve solutions and the role of Web content as it relates to a customer’s individual needs.

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Group Decision-Making—Barriers and Improvements

As you develop theoretical knowledge and understanding, you should apply what you are learning in this assignment, as well as, future assignments. In this reflective exercise, you will examine the situation and context for the decisions and actions taken on a project. Extrapolating from what you are learning, you will use theories of group decision-making as a lens through which you view people, actions, and processes. Ultimately, this discussion should help you assess more accurately what happened and how the outcomes could have been improved.

Reflect on a project in which you have worked as part of a group in which conflict existed, and complete the following. Please note that your group experience is not limited to your work environment as you may also reflect on group decisions made at school or in external groups:

• Discuss the group leader’s decision-making process in relation to what you have learned about the managerial decision-making process.
• Discuss the advantages and disadvantages of using group decision-making with this group.
• Identify and explain barriers to decision-making encountered within your group.
• Discuss how conflict was resolved and how it impacted the quality of the decisions and group creativity.
• Recommend improvements to assist the group in effective decision-making

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