3 PAGES 

INTRODUCTION, BODY, AND CONCLUSION

Beau Street Runners, Ltd.

Beau Street Runners, Ltd (BSR) is a courier service with headquarter on Beau Street in a first-tier suburb of a megalopolis severing four co-joined big cities with many different ethiccommunities and massive transportation grids. BSR provides cabs, bicycles, vans and armored trucks for moving important packages between businesses in the various cities and surrounding suburbs (approx. 125 miles along a waterfront and 100 miles wide edging into foothills) in a “northern” climate with significant weather variations.

Obviously, security is an issue for BSR. Currently, they provide training programs on personal security and on the BSR’s standards for securing packages. Their standards are being met in all areas except customer service. Since customer service is about relationship building between customer and the runner, it may be challenging to build a learning solution that satisfies the need. However, your contact at BSR believes that their Runners are their ultimate image. Therefore, this customer problem needs to be fixed and they will do anything at all to fix it.

You have been hired to build a low-tech training solution for these associates. Based on the information below, what are the key cognitive issues, and memory/attention factors that you will consider in your designs? Based on that analysis of the essential learning needs, what learning theories and technologies would be most likely to meet the need? Explain your reasoning and support your opinions in a 2-3 page paper using APA format.
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BSR Runners:

· Age: 18-28 (average age 31)

· Gender: 68% are male; 32% are female

· Type of work:

· 35% are bicyclists specializing in very small packages of less than $500 value

· 15% are cab drivers

· 17.5% are van drivers

· 18.5% are truck drivers

· 13% are special-agents working only with highly insured packages ($100K plus) and special projects that may require days or weeks (e.g., moving museum pieces)

· 80% of the bicyclists indicate that this is first full-time job

· 25% of all employees indicate that this is a part-time second job

· 79% indicate that they have earned a Brown Belt or higher in at least one martial art while the rest indicate that they attend martial arts training

· Special agents earn more than $100k a year and the other runners are unaware that such agents exist

· When surveyed about the work bicyclists Runners indicated that:

· They enjoy the challenges of navigating the multi-city transportation grid but also find it stressful

· Carry a PDA with GPS, phone, internet and carry technology for tracking and managing packages and signatures from those accepting packages

· They are only paid when they work, so they have no “down time” in which to take training

· They enjoy physical aspects of the job and the high-alert energy they must maintain to stay secure and keep their packages secure.

· Extreme weather was their greatest hazard (after traffic) with winter days reaching into the -10 degree range regularly and summer days often near or over 100 degrees.

· A tally of the last 100 customer service complaints show that:

· 5:8 customers indicated that their courier was “curt” and “uncooperative”

· 3:10 customers indicated that their courier was unable to explain why their package arrived late

· 7:20 indicated that pick-up courier “scared them”, when asked for further information they said the following about individuals in various roles:

· The bicyclist courier’s looked weird and scary – like a cross between street people and a terrorist.

· The cab driver was foreign and didn’t seem to understand me

· The van driver or armored truck drivers and assistants had shifty eyes… always checking around them, I felt like they were waiting for someone to pop out from behind me and attach them.

Your paper should reflect scholarly writing and current APA standards. Please include citations to support your ideas.

PLEASE… follow  all instructions possible and work with the rubric especially

  

: Within the Discussion Board area, write 350–500 words that respond to the following questions with your thoughts, ideas, and comments. This will be the foundation for future discussions by your classmates. Be substantive and clear, and use examples to reinforce your ideas. Focus on the following questions:
 

Part 1

• What is an ethical leader? Provide your own brief definition. 
• Do you think an ethical leader is always a good leader? Justify your answer. 
• How do your own moral beliefs influence your leadership decisions? Have you ever made an ineffective leadership decision by following your moral beliefs? 

Part 2

Conduct a multi-source review of the literature on servant leadership. Use high-level synthesis thinking to respond to the following questions:

• Is it      possible to lead and serve at the same time? Do you think followers would  respect a leader who is serving them? Please justify your answers. 
• Review the 10 characteristics of a servant leader (see the link in your Resource      section). 
  • Do you  think it is possible for anyone to have all of these characteristics? 
  • Do you  think a servant leader has to be a moral leader? Explain your responses.

Class – Answers will vary on this DB! In addition to addressing all requirements of the assignments, model answer includes the following:

Part 1

• Recognize that ethics are based on one’s personal morals, and therefore an ethical leader is not always a good leader because his or her morals may not align to the most effective leadership      decisions.
• Ethics and leadership are more about the leader’s set of moral beliefs being a priority. 

Part 2

• The goal of serving and leading is to understand that by serving the followers, you build trust and loyalty, and they will in turn follow you. You can serve and lead because by serving and listening to your followers, you understand their needs and are able to build them and develop them. When you      develop them, you make them better leaders, so you are serving their needs  to become better.
• Although responses will vary, the servant leader will generally move in and out of these characteristics. They will use a combination of  these characteristics at different times. These      characteristics show the overall heart and focus of the servant leader. The characteristics of a servant leader are moral behaviors.

Additional Resources

· Spears, L. (2010). Character and Servant Leadership: Ten Characteristics of Effective, Caring Leaders. The Journal of Virtues & Leadership, Vol. 1, 25-30.

 Do you think the US government is doing enough to eliminate poverty in the country? Why or why not? What strategies do you think the government should use to address this problem?