a) Brum Brew's Managing Director has appointed a new Customer Support Manager.

i) The new Customer Support Manger has asked you for some advice, "should I lead or manage the Customer Support Team?"

Provide an answer, justification and two practical examples

Leader or Manager answer with justification

ii) Using Tannenbaum and Schmidt's (1959) 'Continuum of Leadership Behavior', describe how this model, with its associated 3 forces, can help the Customer Support Manager with an appropriate leadership style and solution for each of these three scenarios

A customer has reported an allergic reaction to one of the new Brum Brew flavours. Customer queries about refunds are answered differently by the new members of the team. 50% of Customer queries are received outside of working hours.

Brief explanation of the continuum and forces recommended leadership approach and solution for each scenario

b) Aware that the new CRM system and customer focus will require a degree of cultural change across the organization you are tasked with the following:

i) Aware of Cameron & Quinn's (2011) Organizational Culture Competing Values Framework you have been asked to explain some characteristics of a Hierarchy Culture that you recognize across Brum Brew and recommend twopractical strategies relevant to Brum Brew that could be incorporated to move towards a more Market Culture type.