Motivation: Executing the Fundamentals Brilliantly! Connecticut HDI chapter meeting 20 September...
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Transcript of Motivation: Executing the Fundamentals Brilliantly! Connecticut HDI chapter meeting 20 September...
Motivation: Executing the Fundamentals Brilliantly!
Connecticut HDI chapter meeting20 September 2007Performance Consulting508.650.0770/[email protected]
Agenda
Meet & greet What is motivation? What is your role? When do we typically use motivational
techniques? What do the experts say about motivation? Activity What can we learn from outside of the help desk
arena? Activity Best practices for motivating and coaching within
the help desk arena
Meet & greet
Your nameYour companyYour roleSomething about the topic of motivation
that you would like to take back to your help desk
Meet & greet activity
What is motivation? What is your role?
Motivate: To stimulate to action; provide with an
incentive or motive; impel; incite.Your role: Set challenging, yet realistic goals Provide feedback and rewards Remove obstacles, provide resources Create a friendly environment Other?
When do we typically use motivational techniques?
When morale needs a boostWhen productivity needs a boostWhen an individual needs to demonstrate
initiative When teamwork needs to be developed or
enhancedOther?
What do the experts say? Maslow’s Hierarchy of Needs
Self-fulfillment
Ego / esteem
Social
Security
Physiological
fulfilled challenges, dreams
recognition
love / friendship
job security
food water shelter
What do the experts say?Herzberg Motivation Theory
Top Hygiene Factors
1. Company policy/administration
2. Supervision3. Relationship with
supervisor4. Work conditions5. Salary6. Relationship with peers7. Personal life
Top Motivators
1. Achievement2. Recognition3. Work itself4. Responsibility5. Advancement6. Salary7. Growth
What do the experts say? Nelson’s Ways to Build Commitment
Interesting workInformation – to effectively do a job,
feedbackInvolvement – in decision-makingIndependence – latitude, flexibility, own
ideasIncreased visibility – opportunities,
recognition
What can we learn? Costco
Pay top wages within industryPay health insurance benefitsRetain competent employees (reduce
turnover)Don’t overcompensate the executive teamPhilosophy: a loyal, well-compensated
workforce means a more efficient and productive one, generating greater profits
What can we learn? Zingerman’s
Believe in and demonstrate passion for your core product
Create an environment of integrity, trust, respect, and learning
Use education and training to create a culture that is intellectually stimulating and a language and thought process that is unifying
Think like a start-up Encourage and support internal entrepreneurship
and ownership Invest in the larger community
Intrinsic Motivators
amount of autonomy
breadth of skills used
interesting and challenging work
enjoyment of tasks
controlprofessional
growth
Managers influence internal motivators and
rewards through job design. Job design includes:
Extrinsic Motivators
desirable to the recipient
communicated to all team members
equitableattainablecost effectiveon-going
External motivators are rewards given by the organization. To be effective in a support
environment, they must be:
Extraordinary Performance Survey Results
What motivates you?recognition and appreciationchallenging, interesting workgrowthmoneycommunication; job satisfaction
What Tech Support Staff Say They Want
Six weeks of vacation per year Telecommuting arrangement, with a company-financed DSL
line Relaxed corporate culture with casual dress every day Company-sponsored certification training and continued
education Signing bonus equal to one-quarter your first-year salary Flexible scheduling Stock options; Lots of them Bonuses tied to your department's goals Company car Free daily gourmet lunches, juice bars, and specialty coffees
at work Subsidized college education for your children Use of the company’s Caribbean beach house one week a year On-site child care Free parking/country club membership (tie) Pet privileges: You can bring Fido to workSource: Tech Republic
What Selected Tech Support StaffActually Receive - a real world example
Recognition of client feedback“Wall of Fame” Travel to other countries and USA Support Appreciation Day MP3s Eco-tour Annual Team Event - spoof prizes Publish Monthly Statistics
What Selected Tech Support StaffActually Receive - real world example 2
Company-wide “Great Place to Work” Emphasis on work - life balance Quality hours versus quantity hours $500 to everyone in firm as holiday gift Local events: potluck lunch with comedian
hired to entertain, holiday gift exchange, pizza, etc.
“On-the-spot” award - monetary from $50 - $300 at discretion of local manager (company-wide guidelines, anyone can recommend)
What Selected Tech Support StaffActually Receive - real world example 2
Monthly $50 award based on file of all kudos: teamwork, customer service, etc. - manager keeps list - raffle - one winner, can be peer to peer, other team may nominate
$500-$2000 bonus in paycheck for high impact, long term contribution (6-month+), top management approval - 2 awarded last year
Reward for work over and above 8-hour shift, or over and above management or customer expectations
What Selected Tech Support StaffActually Receive - real world example 3
Following reorganization, 3-month contest introduced to improve individual and team productivity, quality, and morale
KPIs selected for individual and team: FCR, #cases opened, on-time attendance
Product and monetary awards Top award was home theater awarded to a
team lead Celebration dinner to present awards
SSPA Study
Top 10% of all performers said:1. Work/Life Balance (flexible schedules)2. Personal Reputation as Key Contributor3. Intrinsic Rewards (appreciation/recognition)4. Financial Incentives (long term, spot bonuses,
goal attainment)5. Training and Performance Linked: Top Performers find great value in training: they’re
motivated to complete certifications for higher base pay
Best Practices: Coaching
Coach each team member once/month (about ½hour/session)
Coach for skills Focus on accountability for attitude Define the coaching session for new team members Have other team members identify areas for
coaching Focus on specific steps the team member will take
to improve or excel Coach a team member into a position that is a
better fit
Best Practices
Hire the right person for the right job by consistently updating job/skill profiles and refining hiring/interviewing techniques
Present learning/performance expectations and core curriculum at outset of employee relationship
Engage in monthly coaching sessions with each team member to build knowledge/professionalism
Utilize coaching as an ongoing method to emphasize business goals and learning
Recognize success and incremental improvement Emphasize rewards – whatever it takes
Motivation: Executing the Fundamentals Brilliantly!
Connecticut HDI chapter meeting20 September 2007Performance Consulting508.650.0770/[email protected]