Assignment:

Critical Reflection

By:
Paola Benzán Arbaje

ID:
A01451055

MOOC:
Leadership and Organizational Behavior
 CRITICAL REFLECTION

1. What happened? (Background, brief description of events, specific leadership actions)

What were the results? (Real or potential. Try to include both positive and negative
possibilities. Even if the event seemed clearly good or bad, consider unintended
consequences.)
During my work experience at Banco Santa Cruz I had the opportunity to work directly with
the Manager of Corporate Business, Karla Bergés, she was my direct supervisor for five
months. She is a person that once she sets a goal, she works tirelessly until completion,
instructing her collaborators with her knowledge.

Her organization and her way of prioritizing tasks were the key to her success within the
institution. She had an organizational citizenship behavior; she always gave more than she
was asked for.

In February 2017, the VP of Corporate Business launched a three-month campaign, which

had as primary goal to attract 10 more clients per month, without interfering in the service
given to the existing clients. Karla was the only manager that completed the campaign
successfully. She went beyond and got 35 clients at the end of the three-month period, 5
more than the actual goal.

She inspired the team to be great and she encouraged everyone to be optimistic and
motivated, even though the goal was very challenging and demanding. The VP was asking
for weekly presentations of advances, while we had to call and attend more than five
meetings per day with different clients.

2. Why did this happen? (Consider all possible factors, including the people and the situation)
This successful outcome happened because during the three-month period she managed
to be fair with her collaborators, she tried very hard to treat everyone with respect, even
though she had a lot of pressure in her shoulders. But since the campaign started, she told
the team we were going to make it, she inspired all of us to give our best without getting
to the point of burnout. While the other managers were so stressed and couldn’t handle
the pressure, that at least one person in each of the other teams got fired or quit.

3. What class concepts are relevant to this situation? (Mention at least one concept from
class and how they can be used to interpret the situation.)
As mentioned before, Karla had an organizational citizenship behavior that made her stand
out and succeed inside the organization in a short period of time. Another concept very
useful to interpret the situation is Counterproductive work behavior, which were basically
the behaviors of the people who got fired or quit.

In addition, Karla had a People-oriented behavior, because she always tried to connect with
subordinates, she demonstrated empathy, and she tried to maintain social relations in the
group. Therefore, I can say that she had a Transformational Leadership style, especially
because with her own performance and attitudes she tried to inspire others.
4. What did you learn from this? (Broader lessons that might apply to other situations or
problems.)
With this experience Karla taught me to be perseverant, to never give up in what I believe
in, to learn how to listen and to be heard, the importance of having a voice within other
colleagues, to be enthusiastic and entrepreneurial. She taught me in a very short period of
time, that being authentic and legitimate are the qualities that characterize a leader and a
person who will never go unnoticed. The most distinguished trait she possesses is her
honest interest for everyone’s well-being, qualities that I perceived rapidly in her, and have
made a great impact on me. As I observed her interest for the team’s overall performance,
and her integrity above all else, I felt the need to offer my absolute best to achieve the
goals.

Final Reflection
There is no shadow of a doubt that all the previously said qualities and traits, make her a
person who embodies the necessary human conditions that make a positive impact in this
ever-changing world we live in. As an excellent leader, she enjoys seeing others succeed
professionally and personally, she sees the potential in each and every person, and she will
not rest until said person is helped to see its potential of endless growth and fulfillment.
These are characteristics that define a leader, someone committed to have a direct impact
in their community, and always inspiring those around them.