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Scotiabank's Atlantic Customer Contact Centre located in Halifax - recognizes its employees is at the core of scotiabanls values
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- they provide public recognition for its employees, and provided a variety of awards and gift certificates to acknowledge their accomplishments
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What management uses and what employees rate as important
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- employees reated promotions, time off, and money as the top three important recognition invitives
- Atlantic Customer contact centre had Job promotion (4), Paid Time off (6) and cash (5) - in terms of frequency of use |
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The largest gap between what management uses and what employees prefer is notes and cards :
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- notes and cards as their least PERFERRED recognition incentive, mangagers ranked this initiative as their SECOND HIGHEST used recognition incentive
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Employees ranked additional training as being
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- important
- their fifith choice - where as managers ranked this initiative as last on the list |
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So what did atlantic customer contact centre do?
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- it listened to its poeple and worked at providing the things that actually motivated emplyees additional training and job promotion opportnities, formal recognition initiatives, and increased focus on work-life balance
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Why do people behave the way they do at work?What motivates them?
"Motivation" |
- to be motivated means to be moved to do something
- motivation involves the energy that an individual applies to work |
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Motivation
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- an internal set of discretionary, psychological processes that arouse, direct, and maintain attention and behaviour toward attaining goal
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Mitchell and Daniels (2003) highlighted how these three psychological processes operate:
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- Arousal
- Direction - Intensity |
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Mitchell and Daniels (2003) highlighted how these three psychological processes operate:
- arousal |
- brought about by an unfilled need or some discrepancy between your current and desired or expected state
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Mitchell and Daniels (2003) highlighted how these three psychological processes operate:
- direction |
- the focus of arousal, creating a goal, and the resulting behaviour
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Mitchell and Daniels (2003) highlighted how these three psychological processes operate:
- intensity |
- the maintenance of attention and behvaiour towards attaining a goal; depends on the importance and attainability of the goal
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Mitchell and Daniels (2003) highlighted how these three psychological processes operate:
- these three processes them impact our behaviour (ultimately our performance) in four ways |
- focus our ATTENTION on a particular task, goal, or behaviour
- define the amount of EFFORT we put into a task - how long we PERSIST at the task - define our TASK STRATEGIES, which affect the way we do the task or behaviour |
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Motivational levels and motivators vary not only across individuals but also
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- within individuals
- motivation levels differ not only within each person at different times |
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When motivating employees, we may typically think in terms of
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- improving productivitiy or increasing performance in some manner
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Outcomes to include organizational citizenship behaviours (OCBs) whcih are
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- work behaviours that dont directly support the core job tasks but that support the broader social and psychological context at work
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