ASSIGNMENT #2 MOTIVATION

Arvil R. Ducusin
BSCS
Case # 1: LEADERSHIP CROSSROADS:
Please answer the following question based on the Case Study Given. Answer it with your own
understanding. Thank you. 2 Points each number.

1. Define motivation.
The process of initiating, guiding, and sustaining goal-oriented behavior is known as motivation.
That's what motivates you to take action, whether it's drinking a glass of water to quench your thirst
or reading a book to learn something new. Biological, emotional, social, and cognitive variables that
trigger behavior are part of motivation.
2. What is intrinsic and extrinsic motivation?
Intrinsic motivation is when you do a task because you feel it is personally rewarding. Extrinsic
motivation involves completing a task or behaving in a certain way for reasons other than self-
interest, such as avoiding punishment or getting a reward. The main difference between intrinsic and
extrinsic motivation is that intrinsic motivation comes from within and extrinsic motivation comes
from outside.
3. What factors influence motivation?
- Leadership style
- Recognition and appreciation
- Meaning and purpose
- Positive company culture
- Professional development opportunities
- Job advancement opportunities
- Financial benefits
- Flexible work schedules
- Pride
- Open communication
- Staying up-to-date on company matters
- Job security
- A positive work environment
4. Can you tell what may have motivated agents to behave or perform as described in the incident
reports the Quality team submitted? Which of these are intrinsic or extrinsic?
Customer happiness and the ability to manage them while serving their customers are two
factors that keep agents motivated.
5. Can you tell what the Quality and Workforce teams might have understood as the agents’
motivations for performing the way they did? How about senior management?
They carefully do their job of shaping them to be able to get their offer to the customer
actually derived from the information they want on a particular product.
6. What may have prompted the Quality team to escalate these agents and their managers to senior
management?
The fact that they are attempting to delegate their obligations for their agents to their
managers, which cannot be handled by the agents, is one of the factors that has encouraged them
to improve their quality as a team.
7. Do you think the agents’ motivations, and therefore their performance, as being influenced? If
you answered ‘Yes’, what could have influenced their motivations?
No.
8. Are these influences controllable or uncontrollable? Explain your answer.
It's controllable because it doesn't mean that if those things tend to be, you should accept them
as a gift to everyone. Regardless of this, there is no demand.
9. Can motivations be adjusted or changed?
Motivation can vary depending on how you handle it yourself and how aware you are of the
things you have not yet discovered about yourself.
10. Is there anything that the team managers should have done to help their agents adjust or change
their motivations? If you answered ‘Yes’, what actions could these have been?
Yes, agent motivation can be changed if management wishes to do so through words of
encouragement and proper mentoring.
11. What role do team managers play in individual motivation? Team motivation?
Ultimately, managers have the greatest influence on an employee's motivation. Although a
leader's ability to influence company structure, culture, or compensation systems is limited, he or she
can associate performance with recognition, bonuses, and good job assignments. They wanted to
know what they were doing.
12. What should the team managers have done to help agents adjust or change their motivations?
Providing some approaches and ideas for every purpose and attachment that comes up.
13. Who is responsible for the agents’ motivations? Explain your answer.
The agent's motivations are determined by the agent's self, which defines who they want to
be.
14. Do you believe that an agent can have a different set of motivations compared to those of his
teammates?
Yes, of course, because when you set motivated standards as an agent, the choice is yours
and not that of your teammates.
15. Based on what we know about the OM, do you think he is motivated? In what way?
Yes, it is because it marks a corporate path that sensitizes these agents through their own self-
regulation.
16. What situation(s) clearly illustrate his being motivated?
When they get their customers satisfied with their wishes, it is done accordingly.
17. In the team managers’/OM’s place, what would you do to influence better motivation and, as a
consequence, better performance?
I just want to show them that I can answer all their customer questions.