Reflective

Reflective Report

Introduction

I was an intern in AMR clothing company.  My job profile was to handle the sales, stock check, maintain the cash, and maintaining of the monthly records. Maintaining the reports for accounting process was the most crucial task of my work. Managerial skills are needed in the workplace so that it can help in managing the things. There are different types of managerial skills such as problem solving skills, negotiator skills, leadership skills, etc which are required for me during my internship. I was accountable to manage and handle the challenges that could arise in the working hours. For providing benefit to the company these managerial skills have an important responsibility so that greater outcome can be obtained. It will also help in making effective and sound decisions for the company. I was provided with stipend and responsibility which I gained by performing better during my internship. The importance of these skills was learned effectively. This company is a well established one and has a strong goodwill in the market, so to preserve this goodwill the company is required to deliver satisfaction to its customers (Sirkis, 2011). The company evaluates the performance of its employees from time to time and appraises them for their performance by which they are motivated and perform effectively. The company tries every possible ways to improve the performance of its employees by giving them the required training and finding the deviations which exists in the performance. The performance can further be raised or upgraded by the development of the required skills and abilities. There are many ways to appraise the performance of the employees. The company has used the two most effective ways to appraise the performance of its employees that are 360performance appraisal and Management by objective.  3600 performance appraisal helped the company to obtain the feedback from each and every possible area, from every employee in an efficient manner. This exercise of performance appraisal helped me to gain an insight of the new skills that can be used to improve the performance of the employees in an ever changing environment. These skills can also help in making sound and effective decisions for the company ( Schoemaker, et al., 2013). During my training period I even faced many complex situations and challenges that further helped me to realize the hidden opportunities that existed. The opportunities have further helped me to develop my leadership skills as they are needed to guide the people on the right track so that they can achieve their objectives effectively. It further helped to improve my communication skills as I have to communicate with different types of people in various different regions which have helped to develop the skills, abilities and knowledge. These problem solving and change management skills have also helped me to motivate myself to face the difficulties that existed in the dynamic environment. To discharge and carry out the different tasks and work I was entrusted of making negotiation. Handling the sales and maintain cash has also helped me to realize my skills of problem solving as I was able to manage every challenges related in this area.

Leadership Skills

In this report, the different styles, leadership models have been discussed. These styles and models are needed to turn into an effective leader which helps to make sound decisions. At the same time, leadership is the process or art of getting work done by others. The leader is one who guides others, provides them the right track to follow, help them in taking the appropriate decisions on the right time as well as set rules to achieve the desired outcomes expected from them. Leadership hence plays an important role in the organization (Puccio, et al., 2010).

The leader always tries to bring their employees up and helps them to realize their potential by motivating them. The leader also helps to develop smooth relationship between the employee and his or her subordinates. There are various types of leadership like autocratic, democratic, transformational, cross-cultural, and laissez-faire, etc. The leader should always try to build a positive environment in the organization so that the employees can work without any hindrances (Solansky, 2010). These skills are required to boost up the morale of the employees so that they can produce more effective results in return. Leadership helps to build up an effective team and coaches them to achieve the vision of the organization.

Literature review

According to Smith, et al., (2012) there are various kinds of leadership models, styles and approaches, which are been implemented by the leaders to achieve the desired outcomes or goals. Schoemaker, et al., (2013) stated that, these models and styles help an organization to execute its strategy and plans and motivating the employees. At the same time, Johansen (2012) states that there are various leadership models like democratic, lassiz-faire, autocratic, transformational, etc. Autocratic leadership is one in which the manger alone takes the decisions without inviting any inputs from others. He posses total authority alone and force their will on the other employees. In support, Yeung, et al. (2012) explains autocratic leadership as one in which the manager has the sole responsibility and authority to make and carry out the vital functions of the organization without letting anyone to make any contributions. In contrast to autocratic leadership model, Lindegaard (2010) says that democratic leadership model is better in comparison to autocratic one as in democratic leadership model inputs are invited from every one not only the manager has the sole role in making and taking vital decisions. This helps to motivate the employees to work harder to obtain the desired results.

Robertson (2016) states that in democratic leadership model helps the employees in thinking out of the box and more innovative ideas as every employee has the fair chance of giving their contribution. Koellner, et al. (2011) express that democratic leadership model builds consensus through participation. This is the most effective model as the leader requires the team to have an ownership in the decision making process. But on the other hand, Dyess & Sherman (2011) explains that democratic leadership model is a time consuming process as each employee is invited to give their inputs in decision making process. According to Sirkis (2011) transformational leadership model is one which results in motivating and increasing the morale of the employees. The leader works together with the employees to identify what changes are needed in the organization and how can these changes is executed to produce effective results. Smith & Lewis (2012) states that lassiz- faire is a leadership model in which the employees needs very little guidance and support from the leader. It provides full power to the followers to take appropriate decisions.

Performance Analysis

The performance analysis is done after the various leadership models are analyzed. In the company, I was working as an intern there I was having many responsibilities and roles to perform the different tasks and duties. In my internship program, I had to look after the sales, maintain cash, and handle the monthly records of the company. I compared my performance with the various leadership models and realized that my performance is based on Democratic model. Democratic model is effective as the participation of every individual is required and can be invited. The manager alone doesn’t exercise authority. This model has also helped me in handling the complex situations that existed and to maintain and develop a healthy relationship with the administrative staff. The staff and other employees was also having a boost in their morale and motivated to perform better and to provide more creative and innovative ideas to the organization. Democratic model also helps to make effective decisions for the organization. It helped in coordinating and communicating with the team which helped to achieve the desired results and in improving the relationships among the team members.

Usefulness of Model

In this report, the democratic leadership model has been used by me during my internship program in AMR clothing company. This democratic model of leadership is very useful and effective for analyzing and improving the performance of the staff and others in the organization. It has also helped me in taking effective decisions in the crucial and challenging situations. It further has helped to get an outlook of other members on the problem as in democratic model everyone has the ownership to participate in the decision making process. It also helped to motivate me and increase my morale in accomplishing the tasks and goals. As it is seen, that the motivated employees work harder and attentively to achieve their objectives and goals in a dynamic environment. It also helps to build a strong relationship among the team members as well as in the organization.

Negotiating Skills

Negotiating skills are used by the leader to create an effective and attractive communication to motivate the employees. In this skill, a leader shows his capacity to negotiate a predefined topic of the effective negotiation. In this communication, a leader includes different ways that may be both verbal and non-verbal to reduce the misunderstanding about the topic. A negotiating skill can help an individual to understand the capabilities and abilities, which is related to others for communication and management in the workplace (Crowfoot & Wondolleck, 2012). The negotiating skill deals with both in personal life and in business with the use of tactics and communication technique.

The effective negotiation skills include the analysis the problem, preparation, active listening, control over the emotions, verbal with expressive communication and decision making. A negotiator can be successful by the use of personal skill development and use of creative ideas in a business. High confidence of a negotiator provides the high power to handle the situation of negotiation (Deutsch et al., 2011) A negotiator should be prepared by the deeply study and understand the issues before the negotiation to get success. In an effective negotiation, the final offer should not be provided by the negotiator, the other party should realize about the compromise.

Literature Review

According to Barsky, (2016) in good negotiation skills, a manager should have the effective quality to manage the employee at the workplace. It also defines that the negotiation skill describes the behavior of an individual where the communication or listening are noticed to manage the situation. In support for it, Moore, (2014) the negotiation skill supports to the top level management by building the relationship among the superior and subordinate and also maintain the relationship with the clients. In adverse to this Ramsbotham, et al., (2011) explained that an individual need the skill to develop the relationship with the personal quality, it also evaluates the individual behavior and the negotiation skills are not properly able to show a clear personality of an individual. According to the Keashly, et al., (2011) negotiation skills are helpful for an individual to easily solve the conflict challenges that face in the origination or in the working environment. It explains, Abu-Nimer, (2012) an individual can also achieve the goals and targets by using the communication in the negotiation skills. In addition to this, an individual should use the verbal communication while communicates to other for the better attraction. Moreover, Mayer, (2010) by good communication skill, an individual can make satisfy the customers and easily achieve the satisfactory target and goals.

There are three models of the negotiation skill and each and every one plays a special role on personal negotiation skill, models contain the Win – win model, Win – loss model and last Loss – loss model. In context to it, Slaikeu & Hasson, (2012) all the models are supported for the individual to effectively achieve that goal when it works in high profile like manager, supervisor or all top level employees. It is depicted… that the Win – Win negotiation model is used by the managers in the accounting to satisfy the customer demand. This type of industry provides the effective and attractive product and services to the customer and by the use of Win – Win situation both customer and organization achieves the objectives. On the other hand, Goldberg, et al., (2014) both other models win – loss and loss – loss is not suitable for the accounting because it is a financial sector where one party loss means both party losses to obtain the satisfaction. In the win – loss situation the one party win and other loss their satisfaction, but in the loss – loss situation both parties lost their satisfaction.

Performance Analysis

After a study of the different literature, I learn that the negotiation skill is very useful for a person to increase the performance at the workplace. According to my opinion, I was fresher in the AMR clothing company so, my experience and performance were common and I also need to develop my negotiation skills. I will get many opportunities in this organization to meet the different challenges in the future. At the time of internship, I realized that the Win – Win negotiation skill model is most suitable for my organization. It is because, in this organization, both Client and firm should have win situation in the negotiation. In the negotiation, if the firm earns aprofit, it’s a win situation for the firm and if the client purchases the product with a proper satisfaction then it is also a win situation for the client. At the time, this model just paralleled to my work, I win by learning many things about the corporate business and the firm wins by completing the less cost work, which is done by me.

During the working in my internship, I faced many issues and challenges and take responsibilities to meet the challenges. One of the key challenges is to perform the effective job responsibility and handle the books for the report to the manager in an adequate manner. According to my manager, I had many qualities to take the responsibility of complete my duties with the bestquality, I can easily handle the problems that occur in maintaining the record of the account. In this internship, I was dealing with the deities that are provided to me, where I need to maintain the inventory record, but I had a bit knowledge and experience about the industry. In addition, I took the help of my manager to make me understand that how to complete this task. So, I also face the problem to maintain the stock systematically because there were many departments which have the record of the stock.

For example, I face a situation where I have to manage the cash book and properly check the stock amount with the maintenance of the monthly report of the sales and the overall report is submitted to the accounts department of the firm. In this situation, I develop my skill to understand the process of maintaining the account of the firm. I also realized that my negotiation skills are developed that improved my personality and all these things are used to develop my future profession.

How am I as a negotiator?

S. No. Negotiating Quality
1.I have a power of convening the people and attract the employees to complete the duties to achieve the goals and objectives of the firm.
2.I am a good listener so I have a quality to understand the things proper to avoid the misunderstanding.
3.For the better communication, I perform on my responsibility and also provide innovative and creative ideas to the organization.
4.My communication attracts the people because I use the words which motivate the people and comfortable to talk others.
5.At the time of negotiation,  I keptan open mind to avoid the chances of misrepresentation of the negotiation.

Usefulness of Model

According to me, the Win – win model is suitable for this situation in the report. It is because the AMR clothing company and I both get a win situation in the negotiation skills. In this model, I learn how to handle sales, how to maintain cash book, how to check stock, and how to maintain monthly records. I also completed my internship that was essential to my study. On the other hand, the company also gets a win situation of negotiation skill. Additionally, the company completed the analysis of the book at a very low cost that was done by me. During the internship, I face many challenges in the organization such as I have to show my negotiation skill to my superior with the effectiveness, he also provides me key techniques of the effective communication to negotiate the client and teach me how to handle a client according to this win- win. At the same time, the clients are effectively communicated and negotiated to achieve the organizational success. According to this win – win model, a good negotiator earns a profit in the market with the customer satisfaction.

Problem solving Skills

The problem solving skill is very useful for an organization to solve the issues and best solution of the problem. The problem solving skill provides the support for resolution of the conflicts which are appearing between the parties. This skill is helpful for an individual to develop the thinking and an individual can take the decision. The analytical and developing skills of the individual can also improve the problem solving. On the other hand, for taking competitive advantage an organization need to develop the creativity and new ideas in the competition. The problem solving skill also provides help on that problem which is occurring due to organizational changes.

Literature Review

In the words of, Kazdin (2010) the problem solving skill is the most important part of the organization which helps the organization to overcome and eliminates the problem and issues. At times the conflicts occur among the employees and a leader try to minimize the conflicts by using the problem solving skill. This skill provides the quick result to achieve the goals of the organization. Similarly, King, et al., (2010) defined that the problem solving skill is a skill that offers the effective tools for individual roles and responsibilities for an organization by providing the solution to the problem. Cron, et al., (2010) tells that an individual follows various steps in the problem solving skill all the steps are very useful for the solution of the problem. In opposition it, Laudon, et al., (2012) the problem solving skill always not provide a proper solution to the problem because sometimes the economy changes due to variation in the business trends, the problem solving skill not applied properly and may provide the negative result of the issues. With the support of this, D’Zurilla & Nezu, (2010) defines that the problem solving skill is not applicable and implicated in each and every problem, sometimes the solution gets a negative impact on the conflicts. At the same time, Morton, et al., (2017) state that the problem solving skills provides critical analysis of the issues in a systematic way to evaluate the recommendation of the problem to provide an effective alternative for the working environment. In the view of, Mulvaney, et al., (2011) the problem solving skill is useful to provide the strong relationship between the employee and superior and it provides a facility of performance improvement of the employees. Schoenfeld (2014) expressed that by the use of problem solving skill an individual can get the suitable result for improvement in the quality and professional skill. In the context of, Cron, et al., (2010) the problem solving process assists to the employees and superior to remove the communication gap and the command solution is easily gotten solved.

Performance Analysis

During my internship in the ‘AMR clothing company,’ I have many responsibilities and duties in the organization to manage the sales report with proper quality, maintain the cash book, continue check amount of the stock with the monthly report maintain and submit the reports to the accounting department. These responsibilities encourage my problems and the solution of the problem may be possible by the use of problem solving skill. I used the effective problem solving process to solve the problem and complete the duties and responsibilities. The identification of the problem can be done by the use of this process and then it provided me the alternative solutions of the problem. For example, I got a problem that how to maintain the inventory of the firm because I was new in the company. In this process, I identified the issues that why I am having the problem and then I tried to find out the different solutions that who will provide the knowledge about the inventory.

All the alternative solution may useful for the proper solution to generate the alternatives to the problem. After this, I identified that which one of the alternative solutions is best for providing the suitable result. For the proper solution of the conflict and issues, I communicate with the manager of the accounts department who provides me different alternatives and one the alternative which I realized it is good. I choose this alternative to implement. At the last, I implemented this selected attentive to solve the conflict and it’s done by the use of effective communication skill with the manager. I have utilized different steps of the problem solving process to the solution of the issues that occur in the organization to achieve the objectives. In addition, I have another problem with the management of the organization. I was the mediator who presents the essential point to both management and employees and all the issues are discussed with the both parties, for the solution of this problem I used the problem solving process. There is a need for improvement in the listing skill to understand the thinking and body language of the company members by the use of the communication skill. So, by the use of problem solving skill, it is analyzed that my performance is moderate in the organization and the skills were developed that were useful for my professional career.

  • How am I as a problem solver?
S. No. Problem Solving Quality
1.I have a capacity to understand the issues and problems, which are going to the working environment.
2.I also use my smart skills to immediately solve the problem with an effective manner.
3.I always use the ability to analyse the problem and effective and efficient evaluation of the problem.
4.I take theright decision at the right time to be a good problem solver after understanding the full problem.
5.By immediate solution of the problem, I give the impression of being an active person in an organization.

Usefulness of Model

The problem solving skill facilitates to provide the alternative solution of the problem for the development of the organization. I follow the problem solving process to get an effective and alternative solution. First, the problem is identified by me by the use of problem solving skill that provides me help to evaluate the cause of the issue. After the identification of the problem, I tried to generate the alternative to develop an effective plan that is useful for the solution of the issues. The issues can be sold out by the problem solving skill because it develops the successful communication between the employees and managers to the solution of the problem. The entire selective alternatives are evaluated in the problem solving process and the proper alternative is selected. At the final stage of the problem solving process, the alternative is implicated in an effective manner to obtain an effective result of the issue. The solution of the problem provided a brief idea about the managerial skills and employee conflict. In my opinion, the problem solving process is well effective for this organization. In this process, I learn that how to acquire the proper solution of the problem and that improved my personal skills and professional career.

Change Management Skills

The change management skill is a process where the current working functions of the organization operated by the use of new methods. The reasons for the change should be clearly identified by the manager to develop an effective change in the organization. The effective changes need the managerial skills to modify the organization according to changes in the environment and attract the customer in achieving the goals. The major problem of the organization is solved during the change and only targeted the on the customer satisfaction with the employee satisfaction. A managerial change management skill provides a good satisfaction to the organization for the future growth planning.

Literature Review

Anderson & Anderson (2010) stated that the change management skill provides the help to understand the new ideas, behavior, and procedure of a manager for the development and organization. In the concern of change management skills, it provides the effective decision-making strategy to the business by the use of new ideas and newtechnologies that are provided by a specialist. According to Thompson & Martin (2010), the change management skills provide some tools and techniques to the change manager, where it utilizes the resources effectively to achieve the organizational goals. The organizational targets are achieved by changing manager to use the resources with the effective and attractive manner. In the view of Brown & Harvey (2011), the change management skills provide the management of the changing in the organization and include the implementation for all stockholders, customers, and employees for the organizational growth and solve the issue very effectively.  Goetsch & Davis (2014) defined that the change management presents the changes at the working place for the purpose of a better outcome of the efforts and motivate the employees by providing better skills. Similarly, Nahavandi (2016) stated that the change management provides a comfortable working environment to the employees for the quality of the performance and to motivate them to achieve the target and provide. According to the viewpoint of Pugh (2016), it is explained that the change management skill is used for the purpose of the competing with the market by use of the faster and current technology that is easily acceptable and understandable by the customer. At the same time, Brown & Harvey (2011) stated that the technological changes are required by the change manager to adopt the technology to take the decision according to organizational development need. These corrective changes are helpful an organization to achieve the maximum outcome from the use of optimum resources that are available in the organization. In opposition to it, Hayes (2014) defines that the changes in the organization are not necessary at every time, sometimes there is a need to develop the skill of employees to face the organization goals and achievements. In addition, develop and improve the knowledge of the employees to fast complete the objectives. It is also supported by Thompson & Martin (2010) that the sometimes the changes in the skills of the employees are very useful to complete the task and responsibility that are given. All the tasks are completed on time when employees have direction, training, and support for the career development.

Performance Analysis

There are many challenges and issues faced by me during the internship period which occurs because of the change management of the company. I have less thought about the industry and need to develop my skills also. As an inventory analyst I have a responsibility to handle the inventory and cash book, different reports on the monthly basis. For identify the reasons of issues I need effective skill and the responsibility to handle the situation. I have a responsibility to make the coordination between the employees and management to the better discussion of the issues and present the essential point to both the parties. In other word, the discussion is done by me between the employee and management, I need support the employee helps me to describe the duties which are specified me by the management.

It was my responsibility to make an effective coordination between the employees and management for the purpose of the methods are easily implemented for the better result. The effective coordination between the employee and management is very helpful to the organization because it provides the innovation and development at workplace to the employees. I also get a responsibility by the manager to maintain the monthly record of the company, it provides the financial position with the tax obligation and inventory status to fulfill the need of the buyers. At the same time, I was properly following my duties and responsibility in the AMR clothing company and also keeping check that the stock for the point of sufficient management of the supply chain. The any barrier in the supply chain management is get solve by the manager after acquire the knowledge about it. It is founded by me that the different departmental records are very useful for the proper stock inventory. I was given the proposal to the manager that all the detail of the accounts and inventory should be done by the online and cloud based system to manage the stock properly. Thus, the change management skill is used by me may affect the organization inventory system.

  • How am I as a Change Management?
S. no. Change Manager’s Quality
1.As a change management activity I always analysis before taking decision and acquire suggestion of the expert and employees.
2.I have an ability to motivate the employee to accept the change and learn skills to complete the task with the use of technology for the speed and accuracy.
3.I always try to make a flexible strategy for the change that was easily acceptable by the employees and organization.
4.I try to use the necessary skills and positive attitude to implement the changes in the organizational system.
5.The changes should provide futuristic profit with the present encouragement in the organization.

Usefulness of Model

During the internship program, I found that an organization should use their changing management skill, for the purpose of the increase in the sales and employee satisfaction. An organization should have dynamic and flexible strategies to easily change in the organization with the change in the environment. The change management skill of an organization also attracts more customers by providing a better facility, according to the environment and fashion. It is founded by me during the internship, there is a need of changing the environment of the AMR clothing company, and they should change the quality of the product according to the fashion and the demand of the client. In this organization, the change management process or Lewin’s model is best suitable. It is because this model is easy to use by the organization, the changes done according to the requirement and provides time to implement the changes. So, I want to suggest the organization that the changes should be done after getting ready to the employee and the requirement should meet the goal.

Reflective practice

The reflective practice reflects the learning’s and the performance of an individual, what duties, roles, and responsibilities are performed. At the time of my internship, I used the democratic model of leadership to improve my leadership skills. It helped to increase my efficiency in the challenging and difficult situations. Democratic model of leadership helped to build healthy relationships among the team members in the organization. There are other managerial skills such as, problem-solving, negotiation skills, and change management skills, which further helped me in identifying my responsibilities at the work place. It helped me to increase my skills and abilities and helped me to look out for solutions that are required in the challenging and crucial circumstances. According to Koellner, et al., (2011), Reflective practice is a way an individual’s performance can be identified and analyzed. It helps me in identifying and realizing my hidden and potential strengths and weaknesses in the working environment and further helped me to improve & develop my skills which are necessary for learning.

Similarly, Morton, et al., (2017) stated that, the reflective practice is also helpful for analyzing one’s own behavior which is learned in the work environment. Reflective practice is found to be very essential in an individual’s overall career as it reveal the experiences. Reflective practice is the seen as the process of self-development of an individual. In addition to it, I also came to realize the importance of each managerial skills, and realized which managerial skills are required in which situation. According to ….., Reflective practice has an vital role in various sectors such as, education & learning, health, etc. The managerial skills also helped me to evaluate my performance during my internship period.

Conclusion

In the context of the internship, the whole reflective report defines the learning’s and the usefulness of the various models or processes.  It describes the opportunity identified as being an intern in the organization AMR clothing company. From the above report, it can be realized that there are different types of managerial model or processes that can be used by an individual to increase its abilities, skills and knowledge. The various leadership model used are leadership skills, negotiation skills, change management skills, and problem-solving skills. These models have helped me in analyzing my performance. The reflective report further helped me to identify my hidden strengths and weaknesses in the work environment. These models supported me in achieving the overall objectives which was expected from me in my internship with the organization.

The report helped in defining the work in the training period which I did for completing the training by the help of using different managerial models and skills. It further helped me to compare my performance with the different models that were developed. There are cases, where the models were found to be less fitted with the situation. The overall report helped me in identifying the improvements to be made and what skills were needed during my internship program. At last, I can summarize that this reflective practice has helped me in shaping my professional life to a greater extent and in an effective manner as well.

Recommendation

During the internship training program, there existed many situations which was very complex and challenging for me. These situations made me realize about the hidden strengths I had. While managing and handling these complex situations I identified the various skills that I possessed. The opportunities are identified by me, which has further helped me in my professional and personal life. During the internship period, the model and the processes helped me in analyzing the performance and also identified the skills which are useful in the development and enhancing the communication skills and the negotiation skills.  It is required to reduce the work load on the employees as they experience a feeling of frustration by working in hectic and continuous schedules. Doing so will help to increase the motivation level and boost up the morale of the employees in the organization. This will further help to develop better and healthy relationship among the team members in the organization. The further recommendation is for the top managers that they should continuously supervise the work of the employees so that it will help to track the deviations that exist in the performances of the employees. It is also recommended to the HR staff that they should effectively select the most appropriate personnel with the desired managerial skills. It is suggested to the company to make necessary changes in their working pattern so that the customers are able to access the better and prominent services and achieve the expected level of satisfaction by the company. It is recommended to the organization to develop a healthy working environment so that there are fewer chances of conflicts to occur. The AMR clothing company should also adopt various different effective strategies in order to retain its most efficient workforce that will help the company to gain a competitive edge in the marketplace. These all recommendations and suggestions will definitely help the organization to maintain its relations with its employees and customers.

References

Abu-Nimer, M. (2012). Dialogue, conflict resolution, and change: Arab-Jewish encounters in Israel. USA: Suny Press.

Anderson, D., & Anderson, L. A. (2010). Beyond change management: How to achieve breakthrough results through conscious change leadership. John Wiley & Sons.

Barsky, A. (2016). Conflict Resolution for the Helping Professions: Negotiation, Mediation, Advocacy, Facilitation, and Restorative Justice. USA: Oxford University Press.

Brown, D. R., & Harvey, D. F. (2011). An experiential approach to organization development.

Cron, W. L., DeCarlo, T. E., & Dalrymple, D. J. (2010). Sales management: Concepts and cases. UK: John Wiley & Sons.

Crowfoot, J., & Wondolleck, J. M. (2012). Environmental disputes: Community involvement in conflict resolution. USA: Island Press.

D’Zurilla, T. J., & Nezu, A. M. (2010). Problem-solving therapy. Handbook of cognitive-behavioral therapies3, 197-225.

Deutsch, M., Coleman, P. T., & Marcus, E. C. (Eds.). (2011). The handbook of conflict resolution: Theory and practice. UK: John Wiley & Sons.

Dyess, S., & Sherman, R. (2011). Developing the leadership skills of new graduates to influence practice environments: a novice nurse leadership program. Nursing administration quarterly35(4), 313-322.

Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. Upper Saddle River, NJ: pearson.

Goldberg, S. B., Sander, F. E., Rogers, N. H., & Cole, S. R. (2014). Dispute resolution: Negotiation, mediation and other processes. New York: Wolters Kluwer Law & Business. Puccio, G. J., Mance, M., & Murdock, M. C. (2010). Creative leadership: Skills that drive change. USA: Sage Publications.

Hayes, J. (2014). The theory and practice of change management. Palgrave Macmillan.

Johansen, R. (2012). Leaders make the future: Ten new leadership skills for an uncertain world. USA: Berrett-Koehler Publishers.

Kazdin, A. E. (2010). Problem-solving skills training and parent management training for oppositional defiant disorder and conduct disorder. Evidence-based psychotherapies for children and adolescents, 211-226.

Keashly, L., Nowell, B. L., Einarsen, S., Hoel, H., Zapf, D., & Cooper, C. (2011). Conflict, conflict resolution, and bullying. Bullying and harassment in the workplace: Developments in theory, research, and practice, 423-445.

King, D. K., Glasgow, R. E., Toobert, D. J., Strycker, L. A., Estabrooks, P. A., Osuna, D., & Faber, A. J. (2010). Self-efficacy, problem solving, and social-environmental support are associated with diabetes self-management behaviors. Diabetes care33(4), 751-753.

Koellner, K., Jacobs, J., & Borko, H. (2011). Mathematics Professional Development: Critical Features for Developing Leadership Skills and Building Teachers’ Capacity. Mathematics teacher education and development13(1), 115-136.

Laudon, K. C., Laudon, J. P., Brabston, M. E., Chaney, M., Hawkins, L., & Gaskin, S. (2012). Management Information Systems: Managing the Digital Firm, Seventh Canadian Edition (7th. Pearson.

Lindegaard, S. (2010). The open innovation revolution: essentials, roadblocks, and leadership skills. UK: John Wiley & Sons.

Mayer, B. (2010). The dynamics of conflict resolution: A practitioner’s guide. UK: John Wiley & Sons.

Moore, C. W. (2014). The mediation process: Practical strategies for resolving conflict. UK: John Wiley & Sons.

Morton, P. G., Fontaine, D., Hudak, C. M., & Gallo, B. M. (2017). Critical care nursing: a holistic approach. USA: Lippincott Williams & Wilkins.

Mulvaney, S. A., Rothman, R. L., Osborn, C. Y., Lybarger, C., Dietrich, M. S., & Wallston, K. A. (2011). Self-management problem solving for adolescents with type 1 diabetes: intervention processes associated with an Internet program. Patient education and counseling85(2), 140-142.

Nahavandi, A. (2016). The Art and Science of Leadership -Global Edition. Pearson.

Pugh, L. (2016). Change management in information services. Routledge.

Ramsbotham, O., Miall, H., & Woodhouse, T. (2011). Contemporary conflict resolution. USA: Polity.

Robertson, J. (2016). Coaching leadership: Building educational leadership capacity through partnership. New Zealand Council for Educational Research. PO Box 3237, Wellington 6140 New Zealand.

Schoemaker, P. J., Krupp, S., & Howland, S. (2013). Strategic leadership: The essential skills. Harvard business review91(1), 131-134.

Schoenfeld, A. H. (2014). Mathematical problem solving. UK: Elsevier.

Sirkis, J. E. (2011). Development of leadership skills in community college department chairs. The Community College Enterprise17(2), 46.

Slaikeu, K. A., & Hasson, R. H. (2012). Controlling the costs of conflict: How to design a system for your organization. UK: John Wiley & Sons.

Smith, W. K., & Lewis, M. W. (2012). Leadership skills for managing paradoxes. Industrial and Organizational Psychology5(2), 227-231.

Smith, W. K., Besharov, M. L., Wessels, A. K., & Chertok, M. (2012). A paradoxical leadership model for social entrepreneurs: Challenges, leadership skills, and pedagogical tools for managing social and commercial demands. Academy of Management Learning & Education11(3), 463-478.

Solansky, S. T. (2010). The evaluation of two key leadership development program components: Leadership skills assessment and leadership mentoring. The Leadership Quarterly21(4), 675-681.

Thompson, J. L., & Martin, F. (2010). Strategic management: Awareness & change. Cengage Learning EMEA.

Yeung, J. H., Ong, G. J., Davies, R. P., Gao, F., & Perkins, G. D. (2012). Factors affecting team leadership skills and their relationship with quality of cardiopulmonary resuscitation. Critical care medicine40(9), 2617-2621.

Leave a Comment