Workplace Motivation Paper
The BusinessDictionary.com (2010) website, defines motivation as the “Internal and external factors that stimulate desire and energy in people to be continually interested in and committed to a job, role, or subject and to exert persistent effort in attaining a goal. Motivation is the energizer of behavior and mother of all action. It results from the interactions among conscious and unconscious factors such as the (1) intensity of desire or need, (2) incentive or reward value of the goal, and (3) expectations of the individual and of his or her significant others” (Motivation, para. 1).
Two major types of motivation can affect individual’s performance in the workplace, and those are intrinsic and extrinsic motivation. According to Reeve (Chap 5), “Extrinsic motivation arises from environmental incentives and consequences, such as food, money, praise, attention, stickers, gold stars, privileges, tokens, approval, scholarships, candy, trophies, extra credit points, certificates, awards, smiles, public recognition, a pat on the back, prizes, and various incentive plans. Extrinsic motivation is an environmentally created reason to initiate or persist in an action” (page 113).
Extrinsic rewards will affect the learning potentiality of those individuals which will not have the intrinsic motivation to perform a specific task, allowing them to experience or to do the same assigned job with a different motivator. Basically by using extrinsic motivation it is possible to obtain results in those individuals who are not intrinsically motivated to perform exceeding the expectations in their responsibilities.
In a Call Center environment, motivation and positive attitude toward the job is very important but very hard to achieve. Call center representatives are required to be professional and courteous when interacting over the telephone with different customers calling mostly to complain...