1. Mastering the of Motivation
Presented by Jackie Naughton
BYC AQUA Solutions

2. Motivation vs. Engagement?
Motivation
Here is where the confusion starts. When we talk about motivation, we distinguish
two different kinds: intrinsic and extrinsic motivation.
Intrinsic motivation is in fact exactly the same as engagement. It comes from
‘within’ and it has to do with the joy or fulfillment a certain job or task gives the
person, rather than the reward it will bring.
Extrinsic motivation is triggered by external factors. As soon as those factors don’t
exist anymore, the motivation will be gone as well.
No Difference!

5. Characteristics of Motivation
• Personal and Internal Feeling
• Art of Stimulating Someone Or Oneself
• Motivation can be either Positive or
Negative
• Motivation is System Oriented
• Motivation is a Sort of Bargaining
• Motivation is different from Satisfaction

6. More about Motivation
It is complex because it is the term we use to
explain human behavior
Motivation is related to a person's inner
impulses
It is closely associated with his/her values
Motivation gives direction and intensity to a
person's behavior
It significantly affects his/her abilities and
achievement

7. Motivation describes those processes that:
 Arouse and instigate behavior
 Give direction or purpose to
behaviour
 Continue to allow behaviour to
persist
 Lead to choosing or preferring
a particular behaviour

8. Motivation is Everybody’s Problem
Your children, particularly teenagers
won’t do the assigned homework; or,
not performing well in studies.
You are a wife
and you want to motivate
your husband
to stop smoking, or drinking, or
to loose weight.

9. Motivation is Everybody’s Problem
Your superiors or supervisors
are always on your tail –
and you need to motivate them
to get off.
You are the group leader
and you need to get things
Done to meet the targets fixed.
There are breakdowns, shutdowns, and problems
everywhere. Continuous tension. We don’t seem
to know where we are going.

10. Importance of Motivation
In general:
– It allows us to alter an individual’s
behavior.
– We use it daily in interactions with
other people.

11. Importance of Motivation
In general:
It allows us to guide people
into seeking the goals or
outcomes we want them
to seek.

12. Importance of Motivation
In general:
We need to understand when and why we are
being motivated.

13. Importance of Motivation
– Motivated and satisfied (“happy”) workers lead to
“happy” customers and “happy” customers lead to
successful businesses.
– Unmotivated “Unhappy” workers:
– Have low morale
– Are absent more often
– Are not as productive, innovative, or committed
– May perform below standard
– Complacency
– Stress
– Aggression
– Indiscipline, strikes, agitations, Etc.

14. Without motivation
there is:
No change.
No learning.
No action.
And, most important of all,
without motivation
there are
No results

15. Motivational Theories Explores
what drives people
to behave in certain ways.

16. Herzberg’s Motivation/Hygiene
Theory
Identified two distinct job factors:

17. Things that fulfill the need
to experience psychological
growth through
achievement
(Job Content factors/Growth
needs):
Used to increase employee
motivation
Things that fail to satisfy
basic biological needs
(Job Context factors/
Hygiene factors):
Needs that must be met
before the satisfiers can
be addressed

18. •Achievement
•Recognition
•Work itself
•Responsibility
•Advancement
•Growth

19. • Company policy and administration
• Supervision
• Relationship with supervisor
• Work conditions
• Salary
• Relationship with peers
• Personal life
• Relationship with subordinates
• Status
• Security

20. Impact of Motivated Workforce
 Reduced absence
 Improved customer delivery
 Higher productivity
 Loyalty to the company
 Desire to improve own
performance
 Lower staff turnover
 Improved working
environment
 Higher ROI for employer

21. Maslow’s Hierarchy of Needs
 According to this theory, human behavior is related to
his/her needs, and is adjusted as per the nature of
needs to be satisfied.
 Maslow identified 5 sets of human needs arranged in
a hierarchy based on their importance and priority.
 When one set of needs have been met, they cease to
be a motivating factor, causing the next set to take its
place.

22. 1.Physiological Needs
• These are the basic needs for air , water , food , sleep, shelter
and other bodily needs.
• These needs are independent of each other.
• Employees are motivated by salary and wages , healthy
working condition and basic amenities .
2.Safety Needs
• Needs for protection against danger, threats and accident arise.
• Security of job also motivate the employees.
3.Social Needs
• Need for love , affection and affiliation arise.
• Individual want to become a part of group and want to be
loved and guided by the group and wants to have a respected
place in the society
• An individual wants friendly relationships with people at work
place

23. Continues…
4.Esteem Needs
• Everyone has a need for self-respect.
• This produces the desire for strength, confidence, prestige, recognition
and appreciation.
• These needs are rarely fully satisfied.
5.Self-actualization Needs
• This need is highest level needs. in this need the person want to
become example setter people prefer growth
achievement and outstanding performance
• In this need the employee want a challenging job as they want to become
innovative and creative

24. Fact…….
68% of customers leave due to the employees in-difference!

25. Each Contact Centre Agent…..
Influences approx. 23, 000 external customers
for every 12 months they work for you!
They make or break your business –
dependant upon how they are feeling!

26. The Circle of Successful Business

27. Your People are Your Business

29. Which generation do you
belong to?
• Silent Generation
(1925-1944)
• Baby Boomer (born
1945-1964)
• Generation X (born
1965-80)
• Generation Y/
Millennial Generation
(born after 1980)
• Screenagers?

30. Baby boomer
• Self-expansive
• Pragmatist/idealist
• Assumes diversity
–Freedom to seek and to
achieve
Generation X
• Self-involved
• Practical/pragmatic
• Accepts diversity
• Has no line between hard
work and success
Generation Y
Self-inventive
Optimistic/realistic
Celebrates diversity
High expectation!

31. Let’s start with the basics: Generation Y refers to everyone born
between 1982 and 2002

32. Because of demographics, Generation Y’ers are now in much demand

33. Have you thought about how best to reach, recruit and retain them?

34. Did you know that Generation Y cares less about salaries and more
about flexible working? –
It doesn’t all have to be about money!

35. You’re half way to understanding Generation Y

36. Generation Y also values challenging work more than job security

37. They’re very much more concerned about working for ethical
companies than previous generations

38. You’re more likely reach them through Facebook or MySpace than
traditional media

39. And you’ll have to work hard to keep them; it’s likely that a Gen Y will
have 10 jobs before they hit age 40

40. Does your finance department cringe at the
mention of…..
Incentives!
Definition of Incentive
‘A benefit offered to encourage people to act in certain ways’
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41. Why bother? – One Consideration!
Motivated employees deliver increased productivity, customer
service delivery and higher sales performance + 6% minimum
Contact Centre - Cost of De-motivation
Daily Monthly Monthly Annualised
Hours per Agent Total Hours Cost Cost to
Day Headcount Hours lost Lost Company
Productivity Loss 2.9 300 870 18270 $114 187.50 $1 370 250.00
Based on Monthly salary of $1000 per month

42. And It’s not all about money!

43. Behaviour Breeds Behaviour

44. Motivational Factors
• Provide a great environment – look after your staff the way you want them to look after your customers
• Senior management feedback – call to congratulate someone on a good week’s work
• Team leaders with a positive attitude – imperative to get the best out of their team members
• Right tools and skills to do the job – set them up for success vs. failure
• Don’t carry people who are not up to the job – demotivates rest of the team
• Keep things fresh – contact centre perception = monotonous – avoid by changing tactics
• Small quick fix prizes – as well as monthly incentives – acknowledge and give something to take away now
• Training – keep people focussed and up to date – drives self motivation
• Environment – clean, colourful, plants, welcoming, pride in company and respect for people working there
• Ensure incentives fit all demographics of your resources – drive the drive to succeed
• Listen to your team – simple yet very effective – create an environment where you understand things from your teams
perspective – identify problems, opportunities and what’s important to them
• Have clarity on what success looks like – everyone must understand the goal
• Positive immediate consequences – ensure agents understand performance throughout shift – end of month is too late to
drive change
• Fun in team huddles at start of shift – engage – be human – make them laugh
• When promoting people – ensure they have the right capacity for managing people – good agents don’t necessarily make
good team leaders
• Ensure systems allow their success versus hindering positive outcomes
• Issue rewards that staff can share with their family – promotes a sense of well-being
• Regular review sessions- discuss performance – acknowledge successes and opportunities to improve

45. To really make incentives work for
you………..
• Don’t be restrictive on singular
result i.e. Sales performance
• Remember to acknowledge most
improved as well as high
performers
• Consider your current head-aches
and use incentives to assist in
changing behaviours
• Dare to be different
• Consider human factor needs
• Have a choice of motivators i.e.
flexible working hours, childcare
vouchers, discounted life insurance

46. Some additional metrics for your reward programme
• Input into meetings
• Body language
• Leadership qualities
• Attendance
• Pro-activity
• Reaction to change
• Inspiration
• Motivating others
• Delegation
• Focus on individual activity
• Team work
• Attrition
• Continuous improvement
• Self motivation
• Innovation and creative thinking
• Customer service ethos
• Financial management
• Decision making

47. In addition………
• Commercial awareness
• Customer service
• Continuous improvement
• Creative thinking
• Time management
• Working with change
• To name but a few…………. It doesn’t all have to be
about generic KPI’s

48. The Steps to developing an incentive programme
Establish Objectives
e.g. improved attendance, sales
Keep simple, specific and
obtainable
Outline the Strategy
Build foundation of strategy,
structure of the programme and
communicate effectively to all
impacted parties
Measure Performance
Define both quantifiable and
qualitative goals that can be
measured
Keep it simple
Goals need to be fair and
obtainable by all parties
Establish the Budget
No. of participants, Length of
program and expected results
Select the Perfect Award
Ensure individuals are vested in
achieving the award otherwise no
incentive to pursue the goal
Administration
Administration is typically 20% of
program budget and 50% of
administrators time
Target group needs clear, consistent
and timely feedback on
measurement of their performance
Celebrate the Success of the
Program
Celebrate with the target group and
performance measurement by
individual or team
Individuals should then receive their
awards/incentives
Analyse Success of the Program
Did the incentive achieve it’s
objectives?
Did the incentive drive right
behaviour
Follow up programs important,
learn and move onto the next one
Keep ideas fresh
and varied to
sustain interest via
your workforce

49. No or low cost Incentives
• A workstation visit from the owner of the company
• Email from owner
• Birthday card mailed to employees home
• Afternoon birthday celebration – cake and coffee
• Notice to all employees of an employees special performance
• Letter of recognition in employees permanent file
• Highlight the employee in the company newsletter
• Job well done pens
• Company logo coffee cup
• Paid time off
• Recognition at a meeting
• Flowers from managers home garden
• Company T-shirt
• Private lunch with senior manager or owner
• New title
• Balloons
• Gift certificates to local restaurant, theatre or video rental store
• Flex time
• Special parking space
• Private verbal praise
• Choice of work assignments
• Certificate of appreciation
• Bake cookies for an employee
• Selecting workplace radio station for a week (if applicable)
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50. And More….
• Come in late, get off early card
• Handshake and sincere Thank You
• Boss for a day
• Care package to spouse or children of employee
• Letter about employees accomplishments to their family
• Boss washing employees car
• Food all day suckers, pizza, donuts or maybe something healthy!
• Free vending privileges for week
• Lotto tickets
• Gold star on desk/trophy
• Facial, pedicure, massage
• Breakfast at employees desk
• Party at boss’s home
• Software, special keyboard, new chair
• Notice about employees achievements in local newspaper
• Assign additional responsibility
• Guaranteed quiet/thinking time
• Include employee in decision-making
• Lunch or dinner at long meetings and training classes
• Listen to the employee
• Encouragement
• Allowed to attend a seminar of their choice
• Diploma singed by department head, divisional executive or owner
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51. And more….
• Tank of fuel for employees car
• Allowing the staff member to sit in or chair the monthly management meeting
• An afternoon off for shopping etc.
• Recognition at regular staff breakfasts, verbally
• Notice about employee accomplishments in company’s website
• Make your employee look good in front of his/her spouse/significant other
• Celebrate each anniversary of employees length of service with a meal, gift or some token of
appreciation
• Ask for your employees opinions and ideas – create ownership
• Allow feedback mechanisms to ensure open and honest environment
• Promote and acknowledge self-development from employees – encourage
• Facilitate development of your employees, courses, classes, seminars
• Match the skills of the individual to the job they are required to do
• Create traditions such as holiday dinner, party or charity drive
• Have stress busting treats after busy seasons or campaign
• Hire the right people in the first place. Find people who are looking for the characteristics of your work
culture, whether its fast paced, laid back, structured or fluid. A good fit makes for a happy and valued
employee who is less inclined to leave.
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52. In conclusion……….
When your employees are Motivated
• They are more loyal
• Your attrition targets will be achieved vs.
exceeded
• Your environment feels happier
• Your business is much more pro-active
• Change is embraced as a constant
• All ideas are heard
• Work is more pleasurable for everyone
• Your customer delivery is of a higher
standard because your team share in
the vision of the company
• Performance improves
• FCR improves
• Complaints reduce
• Making you more successful

53. Thank you for listening
Jackie Naughton – CEO
Email : Jackie@byc.co.za
Cell : +27 82 5533576
Office : +27 21 531 9949