Week 7 Readings and Resources

Textbook Readings

Read Chapter 9: Engagement, Empowerment, and Motivation in Quality and Performance Excellence: Management, Organization, and Strategy.

Read Chapter 10: Leadership and Organizational Change in Quality and Performance Excellence: Management, Organization, and Strategy.

Resources

Mark. “5 Psychological Theories of Motivation to Increase Productivity.” Contact Zilla. Last modified June 10, 2019.

Stacy Zeigler. “Theories on Motivation in Organizations and Management.” Chron. Small Business. Last modified January 31, 2019.

• Donald Clark. “Leadership Models.” Big Dog and Little Dog’s Performance Juxtaposition. Last modified August 15, 2015.

Mind Tools Content Team. “The Blake Mouton Managerial Grid.” Mind Tools via Emerald Works. Last acessed December 2020.

Mind Tools Content Team. “Leadership Styles: Choosing the Right Approach for the Situation.” Mind Tools via Emerald Works. Last accessed December 2020.

• This week we are examining what motivates us and the workforce. Start by reading the assigned textbook chapter and the weekly resources. Think of one interaction in specific when you were the customer and had an interaction with one an employee. Was the employee motivated to help you? What did they do that made you think they were motivated or unmotivated? Do you think motivated employees do a better job? Why or why not? Your responses should be specific and make clear connections to this week’s course material.

Respond to the posts of at least two peers. Your responses to other students’ posts should be comprehensive and provide a substantive contribution to our discussion. If you could do this as soon as possible. Thanks!

Emma O’Connell

Week 7 Discussion

An interaction I had recently with an employee was when I went to address an issue with a purse I purchased from a designer store. I had only owned the purse for about a month and the bracket that was holding the handle in place had fallen off. Due to the purse’s very high price, I was frustrated with the bag’s lack of quality and durability. After speaking with customer service I was informed that the storefront can offer me a free repair. Upon entering the store I was greeted by an employee offering to help. After explaining the frustrating situation, the employee kindly apologized for the inconvenience and offered me an even greater solution, a brand-new bag. Based on this enjoyable experience I believe that the employee was very motivated to help me. The woman’s kind demeanor and empathy demonstrated to me that she really wanted to give me the best possible outcome. I believe that in general motivated employees do a better job because they are working off of more than obligation but also another driving force. According to the acquired needs theory, I believe the employee’s motivation came from her need for achievement. Her need to achieve a happy customer made her more motivated to help increase her performance (Evans p.383).

Evans, James R.. Quality & Performance Excellence (p. 383). Cengage Learning. Kindle Edition.

Shyheim Perrin

Week 7 Discussion 1

One interaction with an employee I can remember as a consumer was when I was ordering something from McDonalds. When taking my order, it clearly seems that the employees weren motivated and I believe they weren really motivated due to the lack of career growth from their current job positions, lack of notable benefits, and the public perception of the jobs at McDonalds establishment. Outside of general monetary value, I also do believe the employees weren motivated due to the fact they may possibly be getting paid minimum wage and that doesn really bring value to an employee and also to other consumer interactions and experiences since I guess it is known that certain fast-food establishments have a lot of rude consumer-to-employee (and vise versa) daily experiences. I do think motivated employees do a better job or provide better customer service because being motivated or having a purpose gives employee reasons to actually want to keep their jobs and whether that is through benefits such as medical benefits, remote-working, retirement funds, or career growth opportunities; employees will acknowledge that not all companies offer these amenities and giving extra efforts in their daily tasks can result in them being promoted or higher monetary wage or bonuses, which as employees, we all love.