RSM3: Task 1: Becoming an Effective Values-Based Leader D253 Scenario
D253 Task 1 Scenario
You have been working as a customer service agent for the past two years for
Corollary Marketing Inc., a midsize firm founded in 2004. As part of orientation at
the time of hire, the company provides all of its employees with its list of values:
Company Values:
• Excellence: In character, decision-making, and service to our clients and
customers, we strive for distinction and actions of which we can be proud. Each
of the following values contributes to this overriding charge.
• Integrity: We do the right thing, regardless of whether someone is watching.
Our word is our bond; we carry a duty of care and responsibility to act ethically.
• Humility: We conduct our work without our egos. Our actions embody respect,
humility, authenticity, and openness and invite feedback and input. We actively
seek ideas and feedback from employees and value every voice and contribution.
• Trust: We extend the belief and feeling that others can be relied upon. We strive
to be trustworthy by showing compassion and consistency and by communicating
with care and truthfulness. We are authentic and transparent.
• Growth: Our best today may not be good enough tomorrow, and we continually
seek to improve. Both personally and professionally, we aim to accelerate
employee learning so that we can become better able to meet customer and
company needs.
• Respect: We believe that each person (employee, customer, vendor, etc.) has
value and rights. We act based on facts and always assume positive intent. We
celebrate the differences in people and seek to utilize each person’s unique
knowledge, skills, abilities, and perspectives.
The former customer service manager, Omar, was recently promoted to senior
manager of the department and has asked you to apply for the open customer
service manager position. After applying and interviewing for the position, you are
offered the job, which you accept.
During your time working at Corollary Marketing Inc., you have become friends with
several coworkers, including fellow customer service agent Sophia. After your
promotion is announced, Sophia congratulates you on your new role and shares
that she is excited to work on your team under your leadership.
On your first day in your management position, you meet with Omar to discuss the
expectations and responsibilities of your new role. He states, “As a manager, you
are now a representative of the organization, and it is important that you ensure
your values align with the organization’s values. You now have the opportunity and
responsibility to help your team achieve overall organizational goals.” Omar explains
some of the responsibilities of the manager position, including leading weekly team
meetings, hiring, budgeting, completing employee performance reviews, and
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RSM3: Task 1: Becoming an Effective Values-Based Leader D253 Scenario
resolving team conflicts. He reminds you of the diverse nature of the team, with
varying races, gender identities, thinking styles, and more.
Omar also mentions two specific issues that will need to be addressed right away:
“Your first task as the new customer service manager will be to select a team lead
from the current team members. Second, many of your direct reports were
previously your peers and are your close friends. This may bring its own
challenges.”
This friend group includes Sophia, who is excited to work for you and has expressed
interest in the team lead role. Sophia has been with the company for one year as a
customer service agent and has received exceptional performance ratings, showing
leadership potential. Also in consideration for the position is Michael. Michael has
been with the company six months as a customer service agent and has received
below-average performance ratings. In fact, Michael is currently on a performance
development plan. Omar hired Michael because they had worked together at a
company prior to Corollary Marketing Inc., and Omar has recommended Michael as
the team lead. However, Omar asserts that the final decision is yours to make.
Next, Omar specifically discusses the issues of fairness, transparency, and
unconscious bias as these could be concerns in your team.
Omar reiterates that you have been hired for the manager position because of your
consistent outstanding performance as a customer service agent and that he and
other leaders in the company are confident in your abilities. Further, he affirms that
this will be a great opportunity for you to grow in your career while you help the
organization achieve its goals. Omar shares that the transition from a top-
performing individual contributor to a leadership role is often challenging. In this
case, it is going to be a big change not only for you but also for your former peers
since they are now your direct reports.
To help you prepare for this transition from an individual contributor to manager,
Omar asks you to take the VIA Character Strengths Survey to help you better
understand your strengths and your opportunities to grow in your new leadership
position. You will be able to use the results of this VIA Character Strengths Survey
as a tool for self-reflection and to begin to develop as a values-based leader.
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