Management Styles

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As a manager for a major corporation like AT&T I am constantly faced with the fact that in order to achieve my Key Performance Indicators or KPI’s I need to motivate my employees to perform to the best of their abilities and once they do keep them motivated to continue to push the boundaries of their performance by innovating new ways to resolve customer issues and avoid customers from calling back in about the same issue. In order to motivate these customer assistants I need to understand what it is that they are interested in and what I can do to motivate them. For this I find that Herzberg’s Two Factor Theory on motivation is exactly what I need and what has actually been published in a recent Gallup Poll performed on employee satisfaction. Herzberg’s Theory states that there are two factors that motivate employees to perform. When employees are satisfied with their job they tend to give much different answers to question about job satisfaction than when they are dissatisfied with their jobs. When employees are happy they say good things and when employees are upset they tend to make negative remarks about their employer. Taken this into account I try to ensure that there are no obstacles in the way to ensure that my agents are satisfied in their work. I ensure they have timely performance reviews and recognize and reward them for the excellent work that they do every day. I have found this to be a motivating factor for them to attain the target goals. Another method I employ to continue the motivation is a goal. Employees are better equipped to be motivated if they have a goal in site and they strive to attain it. Once attained, My employees are recognized for reaching the goals, Rewarded with some type of incentive, and challenged set new goals for attainment. Every time a goal is reached or a milestone is obtained the employee is recognized. This falls in line with the Goal Setting theory in which employees attain a goal because they actively...
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