LEADERSHIP STYLES IN MULTILINGUAL CUSTOMER SERVICE TEAMS
LINGUISTIC INCLUSIVITY LEADERSHIP FRAMEWORK
Keywords:
Leadership, call center, multilingual, leadership styles, cultural diversity, linguistic diversity, LILF leadership framework, linguistic inclusivity, contemporary leadership, international call centerAbstract
Diverse leadership styles in multilingual customer service teams are often presumed to have consistent effects on team performance, employee engagement, and customer service quality, there is a need for a further examination given the potential for empirical evidence. In this study, we aim to conduct a comparative analysis of leadership styles and communication practices within an international multilingual customer service teams across various regions. Our objectives are: (1) explore the impact of different leadership styles on team execution, (2) analyze is there is a link between used language and leadership style, (3) propose new theoretical frame for conception of multi-language leadership, (4) propose a comprehensive suggestions for future investigations.
Drawing inspiration from a systematic literature review approach, we anticipate uncovering insights that reveal the dynamic relationship between leadership styles and the mentioned outcomes. Moreover, the aim of this study is to investigate the nature of leadership, and reveal how the effectiveness of leadership styles may vary depends in practice of multilingual teams and leaders.
Our investigation may reveal the importance of adopting a more flexible and approach to leadership in international multilingual customer service teams. By acknowledging the potential existence of hybrid leadership styles and their varying impacts on performance, we hope to contribute to a more nuanced understanding of leadership dynamics in this unique organizational context.
In conclusion, our study seeks to address the limitations of existing literature, provide valuable insights for organizational leaders, and contribute to the ongoing scholarly discourse on leadership in multilingual environments. We anticipate that our findings will not only add depth to the understanding of leadership in this specific context but also offer practical implications for enhancing team performance.
References
Well articulated. Leadership styles and multilingual customer service teams are a contemporary matter that should be considered in any organization dealing with cultural and linguistic diversity.
Dr. S. Obwatho
