Week 8 Motivation PDF

Motivation 8 Motivation: Motivation is a crucial element for the performance of any workforce, but especially for employees working in customer service. Motivation in customer service should ideally come from management to employees. Several methods of encouragement can be implemented to...

Motivation 8 Motivation: Motivation is a crucial element for the performance of any workforce, but especially for employees working in customer service. Motivation in customer service should ideally come from management to employees. Several methods of encouragement can be implemented to keep the passion of customer service providers high: Recognition programs, suggestion rewards, and daily encouragement all help to keep customer service providers feeling good about the roles they are playing in the overall provision of excellent customer service. Some organizations create unique strategies to motivate their employees. Humor has been found to be an important part of today’s motivated workplace. Other companies offer their employees the opportunity to participate in snack days when all employees bring their favorite “munchies,” casual dress days, the opportunity to participate on the company softball team or to sit in company seats at a basketball game or symphony concert,  Needs and Wants Needs: Our personal requirements. Some needs are natural, or primary, like the need for air and food. Other needs are learned, like the specific foods that we enjoy or do not care for; these needs are called secondary needs. Both primary and secondary needs are vital to motivation. Wants are things or experiences that are desired.  Needs and Wants Wants have little relationship to A salesperson struggling to needs. Wants have little or earn their commission might nothing to do with what we buy an expensive watch after must have. getting a big check. In this case, the need to prove his Wants may be related to our self- success to himself and to image and reflect a desire to others may become more display to others our success or important than paying rent. perceived success. A company gives its employees new laptops, thinking they need In the workplace, it's easy to misunderstand what motivates more tools to work better. But employees. What management what employees really need thinks are the needs of their staff might be more flexible hours or may not actually matter much and recognition for their efforts, won't motivate them effectively. which would motivate them more. Essay Question People have been trying to understand motivation for many years. Numerous studies have been conducted in the attempt to fully understand what motivates individuals. Explain the statements by identifying some common motivating factors that have been discovered among adults. Factors that affect employee motivation Forces Work life balance operating Individual respect within the Financial security individual Leadership Forces Reward and recognition operating Development within the organizatio Opportunities to express creativity n Job security Encouragement from management Forces are Work environment operating Challenging work in the environme emotional support from Members nt. Culture, norms, customs  Data for the Bayt.com “Employee Motivation in the MENA” survey was collected online from December 6-16, 2012, with 10,167 respondents aged 21+, representing Algeria, Bahrain, Egypt, Jordan, Kuwait, Lebanon, Morocco, Oman, Qatar, Saudi Arabia, Syria, Tunisia and the UAE. work-life balance 75 % organization support 60 % Recognition of work and 47 % achievements Training and development 45 % opportunities opportunity for career 42 % Employees in advancement the UAE participating in decision 40 % consider the following making factors to be being able to set and reach 31 % important for goals motivation. personal fulfillment 39 % opportunities for long-term 39 % career growth colleagues and work 37 % environment the nature of their daily 31 % responsibilities  Which motivating factors are the most important to you individually? All adults may not be motivated by all of the previous factors, many will find them to be driving forces that help them to stay focused and to accomplish their goals. Individuals must become familiar with their individual motivating factors. Frequently, employers fail to recognize the diversity of the factors that may motivate their employees. Instead, they may Studies have shown that focus too much attention on the many adults believe that as motivation realized from the employee’s paycheck. long as their basic needs are being covered by their When the company is unable to incomes, they will realize increase the employees’ pay level, more motivation from other the employer may perceive that factors than just their the motivation is gone paychecks. Morale Morale is an individual’s or group's feelings or attitudes toward a job, supervisor, or company. High morale Result when employees are feeling good about their work, a high level of overall satisfaction is occurring, and employees are secure in their jobs. High morale may result in increased productivity. Because employees are feeling good about their situation, they are less likely to miss work and are more likely to make an appropriate contribution while they are there. During high morale, employee loyalty and dedication are strong. High morale may be created by: a) Supportive management; b) A unified work environment; and c) Individual, department, or corporate successes. Morale Low morale is when employees and, possibly, management are feeling less positive about their work and organization. Low morale may be caused by: A company that announces on the television news that it will be laying off a a) poor management, number of its employees within the next b)negative employees sharing their several months will probably see a dissatisfaction with others, decline in the morale of its employees. If employees are uncertain of their c)a company’s uncertain future, employment future, they may find it d)rumored layoffs, difficult to have a positive feeling toward e)too much work or overtime, and their organization and everyone associated with it f) smaller-than-expected salary increases. Low morale can result in absenteeism, unprofessional behavior, and high turnover. Low morale may be difficult to correct. Even managers who are aware that it exists may have difficulty in changing it.  Self-Concept: The way in which a person sees him- or herself and thinks that others see him or her. Self-concept and motivation are linked in the process of enabling individuals to work productively with others. An individual with a strong self-concept is able to view his or her own abilities positively. Such people do not have to turn to others for affirmation; they find affirmation within themselves. Customer service providers must work to develop a positive self-concept. A positive self-concept creates the protective covering necessary to keep customers’ actions in perspective. Angry customers may take out their frustrations on the person who is trying to assist them in finding resolutions to their problems. When this happens, it would be easy for an individual with a poor self- concept to take the customers’ words or actions personally.  Self Assessment Every individual has the ability to improve his or her own self-concept. The first step in improving oneself is to perform a self-assessment: an individual evaluation in which individual strengths and weaknesses are identified. Excuses , blame and bad luck ideas do not contribute to the performance of an accurate self-assessment. Are not relevant during a self-assessment What Do I What How do are my establish What are my are my I see likes goals and work strengths? weakn myself and toward esses? ? dislikes achieving them? ? Tips for Improving Self-Concept See yourself as a success. Reward successes. Learn something new Practice positive self talk. Mind Break a task down into smaller steps. Spend time with positive people. Eat right. Body Get enough sleep. Exercise!  Power of Self-Motivation Customer service is frequently a thankless job. Unfortunately, customers usually come to us when they have problems or are upset. To achieve excellence in customer service, one must have the ability to review a situation and to motivate himself or herself. Behaviorists have studied motivation for many years, and their basic conclusion is that we have the ability to motivate ourselves. This is sometimes the only motivation that we are going to get. Power of Self-Motivation So how do individuals begin to motivate themselves? The following seven steps may provide a good start: 1. Post quotations that you find motivating at your workstation so that you can see them throughout your day. If you surround yourself with positive messages, even the most challenging customer will have a hard time breaking your spirit. 2. Follow the tips for improving self-concept. By developing a strong self- concept, you will feel good about yourself, inside and out. 3. Set goals and strive to achieve them. By staying focused on your goals, you will be more likely to accomplish them and to have the satisfaction of achievement. 4. Read motivational books or listen to motivational books on tape. Look for opportunities to listen, whether while driving, taking a walk, or working out. The motivational message will stay with you after the tape is over. 5. If you are having a low-energy day, walk, talk, and act like you are full of energy. Before long you will forget that you were tired and will feel as good as you look! 6. Develop your sense of humor and let others see it. A good laugh can help both you and those around you to feel refreshed and motivated! Teamwork: A recent research suggested that employees prefer working on teams to handling projects. Teamwork means working together to improve the efficiency of the whole. Some of the reasons why employees prefer teamwork, according to a survey conducted for Dale Carnegie & Associates, are as follows: Indicated lower stress—72 percent Increased work quality—67 percent Improved attitude—67 percent Increased profitability—67 percent Increased productivity—66 percent Ways to say thank you and to motivate others Extend their lunch hour by 15 minutes Bring donuts for the entire department to celebrate an individual’s or group’s special efforts Send a personal note of thanks Give the employee corporate tickets to a special event Acknowledge employees’ contributions in a department or company newsletter Designate a casual day in the employee’s honor Allow the special employee to leave work early to beat rush hour traffic Quick quiz Most people are motivated by the exact same thing. T or F 2. Humor is not a motivating force in today’s workplace. T or F 3. Our personal requirements are referred to as needs. T or F 4. Wants have little relationship to needs. T or F 5. High morale can result in absenteeism and high turnover. T or F 6. People with a strong self-concept have to turn to others for affirmation. T or F 7. “Bad luck” is a great excuse for a lack of achievement. T or F 8. Individuals have the ability to improve their own self-concept. T or F 9. Reading motivational books can help an individual increase his or her self-motivation. T or F 10. Feeling appreciated does not significantly increase job