MouthShut.com is a review site, founded in 2002 by Faisal Farooqi. It has become India’s leading social media network for consumer reviews. Zaitun Khan is a confident entrepreneur, but to succeed she has had to overcome much social and cultural criticism. Her passion, self-confidence and commitment enabled her to develop MouthShut.com from a small business used by some consumers to find out about products into a well-recognized social media platform used by business, consumers and many major brands. The online service provides insights into customer satisfaction, perceptions and feelings about thousands of products. 

Before becoming head of HR at MouthShut.com, inspired by her aunt who had tackled work with ‘elegance and confidence’ – qualities admired by Zaitun – she developed personal skills that she honed alongside the knowledge gained while pursuing a law degree at university, to become a strong resilient leader.

As director of HR at MouthShut.com, Zaitun quickly became aware of the challenges required to provide radical and innovative solutions to help the business grow. When she joined the firm she was given the responsibility of managing the HR function singlehandedly. While this was very challenging, it gave her the opportunity to learn about roles within the firm and that is how she developed a very important understanding of every area of the business. With this knowledge, she was also able to form new team structures and improve internal communications and performance. Because of her indepth knowledge of the internal workings of the firm she was able to work on ways to inspire staff to form the new departments, teams and networks needed for the business to succeed......

Questions:

1. Explain how Zaitun might overcome resistance to change in team structures at MouthShut.com. 

2. Identify Zaitun’s leadership qualities, and suggest how these helped her to gain trust and commitment from employees going through structural changes at the firm.  

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