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Institutional Affiliation
Video Case Study: Camp Bow Wow
One of the activities done by leaders at the camp do is customer service. This involves related activities like front desk attention, booking, reservation and answering phone calls. Another activity done by managers at the camp on a daily basis is taking personal care of the dogs and their pooches. They give daily attention to the dogs by making sure that they are well groomed, cleaning them, outdoor exercise, feeding and medical attention (Cengage, n.d). They do this by ensuring that all the dogs are well groomed and are in clean pooches (Cengage, n.d).
The three main management skills applied by managers at the camp are; technical skills, human skill and conceptual skills. For the activity of grooming and taking care of dogs and their pooches, the managers will use technical skills. This is because the activities involved for this purpose involve practical expertise and skills on pet care (Williams et al, 2011). Managers also use conceptual skills to find the tough situations that seem unmanageable and turning them into manageable (Daft & Marcic, 2013). This is done by constantly evaluating the situation of the dogs and their grooming status.
The activity of customer service uses all the three managerial skills. The front desk and phone answering as well as reserving bookings use technical customer care skills to make customers feel comfortable and at ease. The same activity uses conceptual skills to figure out what the customers need and how to fulfill their requirements. This is important to confirm their bookings and answer their questions. Finally, this activity uses human skills to converse with customers in a friendly and supportive way (Williams et al, 2011). Through human skills, managers are able to relate with customers in convincing them to book reservations and giving information about their dogs.
References
Cengage, N.d. On the Job Video: Camp BOW WOW. Retrieved From,
<http://www.cengage.com/management/webtutor/daft_mgt10e/video/ojt/ch01.html> May 21, 2014
Daft, R., & Marcic, D. (2013). Building Management Skills: An Action-First Approach. New
York: Cengage Learning
Williams, C., et al (2011). MGMT. New York: Cengage Learning