Name: Rhey Leen DR.

Calixtro
Course/Year/Section: BSBA-1F
Professor:

Appendix B: Case 1 DISCUSSION GUIDE

I. SELF-AWARENESS AND REGULATION
Case 1 Discussion Guides
1. Who is the Client? Describe then nature of their business.
2. Who is the main character in the case study
3. Describe what happened to prompt the Quality team to submit an escalation
report requesting that action be taken regarding the behavior and performance
of particular agents.
4. How many agent were involved in this collective report? How many
managers?
5. Who spoke to the operations manager about the agents’ behavior and
performance?
6. What are the main performance (or behavior) issues raised? Were there other
issues raised and can you list or identify what these are?
7. Illustrate what the leadership hierarchy of CTQ&A Ltd. looks like.
8. In your own words, differentiate between the roles of the team managers,
operation manager, and senior management.
9. Which of these three roles should actively practice self-awareness and self-
regulation? Why?
10. Can you explain what might have happened during the individual meeting the
OM had with each of the five team managers?
11. What do you thinks should two terminated managers have done to avoid
reaching this leadership crossroad? What could they have done differently?
12. During which instances did the Operations Manager display self-awareness?
During which instances did the OM practice self-regulation? (Describe the
situation.)
13. Do you think the OM should have responded differently given the
consequence management measures he implemented? Why? What would you
do in his place?
14. Was there anything the OM could have done to avoid getting to this
leadership crossroad?
15. Do you think the Client could have reacted or responded differently towards
the consequence management measures implemented if they had knowledge
of these reports?
16. How would you feel about the consequence management measures
implemented if you were in the terminated agents’ shoes? The other three
agents? The team managers of the five agents? A senior manager? The client?
17. If you were in the agents’ shoes, what could you have done differently?
Appendix B: Case 1 DISCUSSION GUIDE
II. MOTIVATION
Case 1 Discussion Guides
1. Define motivation.
2. What is intrinsic and extrinsic motivation?
3. What factors influence motivation?
4. Can you tell what may have motivated agents to behave or perform as
described in the incident reports the Quality team submitted? Which of these
are intrinsic o extrinsic?
5. Can you tell what the Quality and Workforce teams might have understood as
the agents’ motivations for performing the way they did? How about senior
management?
6. What may have prompted the Quality team to escalate these agents and their
managers to senior management?
7. Do you think the agents’ motivations, and therefore their performance, as
being influenced? If you answered ‘Yes’, what could have influenced their
motivations?
8. Are these influences controllable of uncontrollable? Explain your answer.
9. Can motivations be adjusted or changed?
10. Is there anything that the team mangers should have done to help their agents
adjust or change their motivations? If you answered ‘Yes’, what actions could
these have been?
11. What role do team managers play in individual motivation? Team motivation>
12. What should the team managers have done to help agents adjust or change
their motivations?
13. Who is responsible for the agents’ motivations? Explain your answer.
14. Do you believe that an agent can have a different set of motivation? In what
way?
15. Based on what we know about the OM, do you think he is motivated? In what
way?
16. What situation(s) clearly illustrate his being motivated?
17. In the team managers’/OM’s place, what would you do to influence better
motivation and, as a consequence, better performance?
Appendix D: Case 1 DISCUSSION GUIDE
III. PERSONAL VISION & MISSION
1. Define vision
2. Define mission.
3. How is an individual’s vision related to his mission?
4. Is it important for agents to have a vision and mission? How about the team
managers? The OM? Senior management? (If you answered ‘Yes’, why?)
5. Based on the agents’ performance and behavior at work, what do these say
about their personal vision and mission?
6. What do the escalated team managers’ behaviors or actions say about their
personal vision and mission?
7. What roles does self-awareness and regulation play in a person’s motivation?
8. In what way is a person’s motivation related to his or her personal vision and
mission?
9. What is the connection between self-awareness and regulation, motivation,
and a person’s vision and mission?
10. Does an organization’s vision and mission influence that of its employees? In
what way?
11. Will changing an organization’s vision and mission change those of its
employees? Why?
12. What problems result from not having a well-defined vision and mission?
13. Based on the case presented, do you think that the OM’s decision to
implement changes the way he did was the right thing to do? Explain your
answer.
14. Based on the OM’s actions, how would you phrase his personal vision and
mission?
15. Application. Compose your personal vision and mission statement.