Charlene Y Tawengwa

MGW1010 Interview with a Manager

21629994

TABLES OF CONTENTS Pg. 1. Introduction 2

2. Katzs skills 2.1 Technical 2.2 Interpersonal 2.3 Conceptual

2 2 3 3

3 Issue of Technology

4. Conclusion

References

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Charlene Y Tawengwa

MGW1010 Interview with a Manager

21629994

Critically evaluate the relevance of Katzs three skills and the influence of technology and/or changing technology on the managerial work of the manager you interviewed.

1. Introduction Theorist Robert L Katz defined a skill as an ability which can be developed, not necessarily inborn, and which is manifested in performance, not merely in potential, thus the principal criteria of a skill is effective action under varying conditions (Katz, R 1974). Katz proposed that managers require three essential skills or competencies including; technical, human and conceptual skills (Robbins, Bergman, Stagg & Coulter., 2006, p 14). A managers job is complex and multidimensional, certain skills are required in order to effectively run an organisation. As used here management is the process of coordinating work activities so that they are completed efficiently and effectively with and through other people. A manager is someone who works with and through other people by coordinating their work activities in order to accomplish organisational goals (Bergman et al., 2006). An interview was conducted with one of three managers of a Look and Listen music store based at Clearwater Mall in Ruimsig. Content is however, limited due to the fact that the manager interviewed was unable to fully complete the questionnaire. In this essay will be a critical evaluation of Katzs skills and the relevance relating to the managerial work of Liza, one of the managers interviewed and how the influence or change in technology has or has not affected the running of the music store.

2. Katzs skills and how they are applied 2.1 Technical skills These fall under the understanding of and ability in the performance of specific tasks, in particular skills involving methods, specialised techniques and equipment involved in specific functions, e.g. manufacturing and engineering as well as specialised knowledge, reasoning ability and the competent use of tools and techniques to solve problems (Samson & Daft, 2003).
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Charlene Y Tawengwa

MGW1010 Interview with a Manager

21629994

Based on the questionnaire completed by the manager, it is illustrated that all of Katzs skills are vastly included in the managerial work of the music retailers. In the use of technical skills, managers are responsible for training new employees and must be able to use any form of technology. Look and Listen not only deals with selling music in form of compact disks or mp3s but also maintains its business through games, technological and digital devices such as cameras, iPods, headphones and many more (Look & Listen, 2011). In other words, protocols are set in place for all employees to follow as well as training gives employees techniques to use in order to fulfil their job requirement for example, employees must have a thorough knowledge about their products in order to be able to assist customers. In order to do so, managers and employees must also have interpersonal skills.

2.2 Interpersonal skills This refers to the ability to work with, understand and motivate other people thus is required to be sufficiently sensitive to the needs and motivations of others in his organisation so that he can judge the possible reactions to, and outcomes of, the various courses of action he may undertake (Arul, n.d.). These skills are vital to execute leadership and also to be able to communicate with co-workers and customers. This is performed well by the manager as observed during the course of the interview taking place. Communication between employees is on a first-name basis and there is no distinction between the manager and the other employees/trainees as they wear the same uniform and instead of leaving work to the subordinates, manager also relate to customers as well. Usually unsatisfied customers develop the need in managers to have conceptual skills.

2.3 Conceptual skills Conceptual skills deal with the ability to solve problems and make decisions which in turn will result in the best outcome for the organisation and its employees (Katz, R 1974). It involves the managers thinking, information processing and planning abilities which can be used to link with an understanding of how the organisation fits into the industry, in this case music, the community and the broader business and social environment (Samson & Daft., 2003). By using
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Charlene Y Tawengwa

MGW1010 Interview with a Manager

21629994

this skill the managers are able to plan and make decisions based on, for example, recent sales figures to determine their stock and plan their orders. Based on the questionnaire this is useful for setting the companys monthly goals. As a result these skills serve a purpose and a task of determining functionality when faced with new technologies.

3. Issue of technology Sales of physical formats, like CDs and cassettes, have come down considerably due to the other modes of sourcing and listening to music, developed recently. Downloads have enabled customers to gain music for free thus in order to deal with this issue, Look & Listen offers an online website (www.lookandlisten.co.za) that allows customers to order and purchase music over the web. This is becoming increasingly popular because of the decline in the purchase of radios and compact disk players to technological transformation and consumer preference to iPods, ringtones and iTunes. To prevent piracy and loss of profit, music can be copy-protected thus unless bought, that music cannot be downloaded. In order to maintain its business, it can be observed that Look & Listen not only deals in music but also the second most popular form of entertainment among young people games, from the Nintendo to the new Xbox 360 and other digital devices. Based on this observation, one can say that as a firm Look & Listen is up to date with the current trends and aims to meet this new development.

4. Conclusion In closing, almost every industry has been affected in the development of technology however, firms have come up with solutions that will prevent them from losing revenue. Look and Listen is an example, whilst affected in terms of physical sales they have maintained and remained in business through expanding their market further and adapting to these changes. This is enabled through the managers technical, interpersonal and conceptual skills. Without which, business would fail. These skills are provided through training and Look & Listen provides proof that these skills have relevance when it comes to management.

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Charlene Y Tawengwa

MGW1010 Interview with a Manager

21629994

REFERENCES Katz, L., R (1974), Skills of an effective administrator, Harvard business review, Harvard Business School Publishing Department, Boston. Look and Listen. (2011). Retrieved March 26, 2012, from the Look and Listen website: www.lookandlisten.co.za Robbins, S., Bergman, R, Stagg, J. & Coulter, M. (2006), Management, 4th Ed, Pearson Education Australia, French Forest Samson, D., Daft, L, R (2003), Management: Pacific Rim edition, Nelson Australia Pty Ltd, Southbank Victoria

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