From the course: Customer Service: Motivating Your Team

What true motivation is (and is not)

From the course: Customer Service: Motivating Your Team

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What true motivation is (and is not)

- As a leader you have to be able to motivate your team - As a leader you have to be able to motivate your team members, in fact you probably need to be able to motivate members, in fact you probably need to be able to motivate others well beyond those who formally report to you. others well beyond those who formally report to you. There may be no responsibility that's more important than There may be no responsibility that's more important than getting great results. getting great results. And you may be asking yourself how on earth can I get And you may be asking yourself how on earth can I get people to do things they may not want to do, but that's people to do things they may not want to do, but that's not motivation, that's coercion. not motivation, that's coercion. Motivation's fundamentally more positive so you really Motivation's fundamentally more positive so you really should be asking yourself how do I get people to want should be asking yourself how do I get people to want to do what needs to be done. to do what needs to be done. Motivation's simply the desire or willingness to do Motivation's simply the desire or willingness to do something, you want to plan an evening out with friends something, you want to plan an evening out with friends because it's fun and relaxing and you'll create some great because it's fun and relaxing and you'll create some great new memories. new memories. You want to buckle down at work because it feels good You want to buckle down at work because it feels good to contribute and you know your work matters. to contribute and you know your work matters. You may want to get out of bed and do that early morning You may want to get out of bed and do that early morning workout because you know it's healthy and you're going workout because you know it's healthy and you're going to feel great all day. to feel great all day. It's your mission as a leader to motivate the members It's your mission as a leader to motivate the members of your team. of your team. Your goal is to help them want to succeed for their own Your goal is to help them want to succeed for their own benefit, the benefit of their coworkers, customers, benefit, the benefit of their coworkers, customers, and the organization. and the organization. You've likely heard about intrinsic and extrinsic motivation You've likely heard about intrinsic and extrinsic motivation motivation's intrinsic when it's driven by our enjoyment motivation's intrinsic when it's driven by our enjoyment of what we're doing or because we believe it's the right of what we're doing or because we believe it's the right thing to do. thing to do. Hobbies, taking a walk on the beach, catching up Hobbies, taking a walk on the beach, catching up with a friend, completing a project that you believe with a friend, completing a project that you believe is worthwhile, these are all examples of behavior that's is worthwhile, these are all examples of behavior that's intrinsically motivated. intrinsically motivated. Here's an example, Homer Rice was a former head coach Here's an example, Homer Rice was a former head coach of a professional football team the Cincinnati Bengals. of a professional football team the Cincinnati Bengals. He left that role taking a substantial pay reduction He left that role taking a substantial pay reduction to become the athletic director at Georgia Tech, to become the athletic director at Georgia Tech, the University in the US. the University in the US. He was motivated by his life's passion of nurturing student He was motivated by his life's passion of nurturing student athletes, an intrinsically motivated coach for sure. athletes, an intrinsically motivated coach for sure. And he said it well, you can motivate by fear, you can And he said it well, you can motivate by fear, you can motivate by reward, but those methods are only temporary. motivate by reward, but those methods are only temporary. The only lasting thing is self-motivation. The only lasting thing is self-motivation. Motivation's extrinsic when it's driven by external factors. Motivation's extrinsic when it's driven by external factors. They can include congratulations from family or friends, They can include congratulations from family or friends, good grades, a trophy, a promotion. good grades, a trophy, a promotion. At work rewards like pay raises and bonuses are extrinsic At work rewards like pay raises and bonuses are extrinsic and somebody else determines how and whether or not and somebody else determines how and whether or not they're granted. they're granted. The thread of a negative outcome such as a bad performance The thread of a negative outcome such as a bad performance review is also a form of extrinsic motivation. review is also a form of extrinsic motivation. I saw a picture once of a cyclist in Alaska peddling I saw a picture once of a cyclist in Alaska peddling as fast as possible to escape a grizzly bear that was as fast as possible to escape a grizzly bear that was close behind and pursuing at full speed. close behind and pursuing at full speed. That's extrinsic motivation for sure. That's extrinsic motivation for sure. Well some aspects of extrinsic motivation can positively Well some aspects of extrinsic motivation can positively effect behavior, such as the goal of being promoted. effect behavior, such as the goal of being promoted. Behavior that's intrinsically motivated is more lasting. Behavior that's intrinsically motivated is more lasting. The most effective leaders create an environment in which The most effective leaders create an environment in which intrinsic motivation takes hold and grows and thrives. intrinsic motivation takes hold and grows and thrives.

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