Overview

This phenomenological study explored leadership best practices among senior managers at a major telecommunications organization in to determine the perceived effects that such routines had on actual employee performance. The study took place in State of Georgia in the United States from January 16 to February 18, 2014 and involved ten selected managers who held the role of customer service manager for a minimum of 2 years and were identified as a top performer based on the ranking and rating reports from the organization's data. The major themes that emerged centered around four major areas: (1) employee-oriented perspective of best leadership practices, (2) performance perspective of best leadership practices, (3) process perspective of best leadership practices, (4) learning and growth perspective of best leadership practices. It was determined that leaders should create a working environment where there is increased employee engagement and participation; communicate goals, gain employee understanding, and apply communication styles that fit the need of each employee at all levels; identify and plan opportunities of growth for employees through training and development; recognize the importance of personally engaging with their employees; and, understand the importance of having regular meetings to update employees about new products and services.