Contingency Theory Of Leadership

Contingency Theory Of Leadership

Description of work environment The work environment to be described is the order processing and customer support department for Global Scientific Corporation. The goal of the company is ensure our customers goals are filled timely and they are satisfied and the service we promised. The ultimate goals and mission of the company is to have repeated business and the customers feel comfortable when they are doing business with Global Scientific Corp.
The order processing and the customer service department is the most important department of the business. The most emphasis is placed in this area to ensure the company’s mission is maintained and the goals are met.

In the table below, categorize different leadership approaches that could be used in the work environment you have described. Provide different suggestions for each of the four approaches to leadership.

Directive approach Supportive approach

Telling associates what needs to be done and guiding them through the process with the support of Mary Jane is the main responsibility of John Mason, the president for the customer service and ordering department. He has created a list of policies and procedures that needs to be followed by the associates of the department. As the head of the department, John has created work scheduled to help reduce work load between both departments. He has also created mechanisms to facilitate the easy processing of customer orders, customer queries, and the handling of customer disputes.

The directive approach of John Mason is to measure the customer allegiance score at the end each financial month to ensure the company maintains its goal. The customer allegiance score was implemented to measure the overall satisfaction from the customers.


Mary Jane is the manager in charge of the department and works directly under the guidance of John Mason. She is responsible for showing concern and welfare of the associates. Her main responsibility is to ensure the employees...