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Question
You are the manager of a call service center. You have identified a few members of your team who have the education and required skills to perform well, but are woefully short of accomplishing their goals. How will you go about diagnosing their motivational problems?
The following are some important questions that will help guide you through the diagnostic process:
Are goals and performance expectations clearly communicated and understood?
Does the person (or people) in question have the skills, training, and self-confidence needed to perform as asked?
Is performance rewarded clearly and in a timely fashion? Does the person have strong reason to believe that if the work is performed, the outcome will be delivered?
Is the outcome important to the person? Do I really know what that person values at this point in time, and how do I know it? Am I offering something that person has told me he/she values?
Are rewards proportional to effort and administered in a direct and timely way? Have you made sure that the outcomes are proportional to the effort needed?
Is the job designed to maximize the core job dimensions? What can be done to make the job more motivating?
Answer
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