Intrinsic And Extrinsic Motivation |
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Intrinsic And Extrinsic Motivation |
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Intrinsic And Extrinsic MotivationAn employee’s motivation can be described as being either intrinsic or extrinsic. Intrinsically motivated people are enthusiastic, eager to succeed and bring their own motivation to the job at hand. Their drive comes from within. On the contrary, extrinsically motivated people have little of their own enthusiasm for their work. They usually act out of necessity when external factors force them to do so. Today’s managers prefer to work with employees who are intrinsically motivated because they are eager to perform well and are easier to supervise. However, not all managers get to choose their subordinates, so it is always likely that at least some of their employees will be extrinsically motivated. In response to this challenge, call center managers must concentrate on helping their workers transition away from extrinsic motivators into a more self-directed frame of mind. The first step in changing call center employee’s source of motivation is by avoiding demotivational management. Actions such as raising your voice, making threats, micromanaging, or constantly providing negative feedback contribute to a demotivating work environment. Employees who are managed in a heavy-handed way tend to develop an increasingly negative perception of their jobs and require extrinsic motivation to perform. On the other hand, employees who are in an up, positive emotional state of mind are likely to want to work and view challenges as opportunities. In order to foster positive emotions, and intrinsic motivation, call center managers must create an environment where such conduct can flourish. One way to accomplish this task is for people in charge to show optimism and enthusiasm about the work to be done. If call center management views challenges with hope and excitement, the positive feelings are bound to spread to the agents on the call center floor. In addition, managers should attempt to involve their workers when making decisions that will affect them. Including agents in the decision making process, instead of just telling them what to do, increases their interest in the work ahead as well as their intrinsic motivation. |
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