You are the Service Head of an Automobile Company at City (XYZ Auto ).

This role includes handling:

1. Customer especially dissatisfied customers (includes loyal customers) and product failures.

2. Guiding the workshop team to ensure the quality service and productivity (Vary in Task structure) and providing right inputs to Spare Parts department (on inventory control)

3. Expectation of your management (which is HIGH)

Discussion Questions:

1. Explain the various leadership styles practiced in your automotive organisation.

2. Evaluate the leadership style you would adopt to overcome the challenges in the situation mentioned above.