Question

Peter, the team leader of IntraCall Inc, is not satisfied with the performance of his team due to the negative feedback and innumerable complaints received by dissatisfied callers. Which of the following measures can Peter adopt to build the reputation of his team and be considered an effective leader?

a. He should identify and sack erring employees and reshuffle the entire team.
b. He should concentrate on honing the strengths of his employees and putting them to best practice
c. He should concentrate on the weaknesses of his employees and focus on patching up such areas of improvement.
d. He should focus on providing solutions to problems rather than asking tough questions.

Answer 1

He should concentrate on honing the strengths of his employees and putting them to best practice

Explanation:

In this situation Peter have to involve Learning & Development unit of Human Capital Management to help train,retrain and coach the employees on those core functions that they are not handling well, this will in turn assistance improvement their knowledge and strength on their key performance indicators