LEADERSHIP AND ETHICS

As the VSDH program neared the end of its second week of the Pilot Program at SFO, Lumi was frustrated. The team constantly had to adjust their process for screening passengers as new issues arose. For example, the handlers had to adjust their screening process during periodic $$busy$$ traveler times that happened randomly throughout the day. There was no way to predict these busy times, and VSDH would not be paid extra for these times $($which would allow them to bring on extra handlers$)$ because it was not in their contract.

Lumi did not like the prospect of letting handlers decide, on their own, how to manage a busy traveler$$s time, especially because working in these situations would probably require some creativity or innovation on the part of the handlers. Her hesitancy stemmed, in part, from her own acknowledged lack of skill in diagnosing situations and adapting in real time. She did not believe that she was good at this.

However, before coming to SFO, most handlers had extensive experience working in the Helsinki International Airport, and they had a good command of English. They had training to follow flight information as it was posted and updated on airport arrival boards. They knew how to use flight information to predict demand for virus screening. Finally, most of the handlers espoused a belief that useful and practical ideas $($versus rational or logical ideas$)$ were the most important ideas in society.

Which situational leadership approach with the handlers would best fit with the situation during busy traveler times?

Group of answer choices

Directing

Supporting

Coaching

Delegating

Bureaucratic