Post on 19-Jan-2017
transcript
Customer Service NVQ
NVQ Workshop 3Motivation and continuous improvement
26th April 2016University of Westminster
Bev Gilder and Diane Eaton
Session objectives…..• To understand what motivates us and the members of
our team.• To see how understanding motivation can helps us
deal with our customers better.• Recognise what can demotivate us and how to
overcome those demotivators.• Consider how we can improve our delivery of
customer service by ourselves and by our team.• Consider how we communicate can affect our
customers.
Maslow’s Hierarchy of Needs• People are motivated to act in order to meet or satisfy a
need. • Understanding your motivation is part of self awareness• Understanding others helps build teams and understand
each other• Maslow believed that all humans have a drive to reach
their full potential, which he called self-actualisation. • It is hierarchical.
Maslow’s Hierarchy of Needs
Physiological
Self-actualisation
HungerThirstSleep Warmth
Safety
SecurityProtectionShelter
Social
AffiliationBelongingAcceptanceSocialisingFriendshipLove
Self-esteem
PowerStatusRespectAppreciationRecognition
AchievementAttainmentCompetencePersonalDevelopmentCreativitySelf-fulfilment
Herzberg’s Two Factor Theory
• Company policy and administration
• Supervision• Working relationships• Status and security
• Achievement• Recognition• The work itself• Responsibility• Advancement and
growth
Hygiene Factors Motivators
Extrinsic / Intrinsic motivation
• Extrinsic motivators arise from outside the individual. We are motivated to perform to receive an award or avoid punishment
• Intrinsic motivators are from within the individual. We are motivated to perform because we find it personally rewarding / satisfying
Demotivation – What is it?
• What demotivates you / your team?
• Identify 10 demotivators for you and your team. Rank them 1 -10 (1 being most important).
Why people resist change• Loss of control• Personal uncertainty• Concern about competence• More work / less work• Past resentments• Real perceived threats• Past experiences of change• Lack of information or skill• Not understanding why ?
Why are we cautious about change ?......
Because we know people (ourselves and others) can react badly and it cause disruption and upset and often the future feels uncertain
Why we resist change
• Fear of the unknown• Perceived loss of power• Fear of looking incompetent• Not seeing what's in it for me • Naturally a low risk taker• Past experiences
Types of change• Enforced change – we don’t choose it at the
time • Willing change – we choose to make the
change
The transition curve - the emotional response
People have four main areas of need:• They must understand the changes• They must be given the opportunity to learn new skills• Communication is very important • They need to be supported and encouraged to deal with problems• They need empathy and understanding
Ways we often show resistance
• Disagree with the plan• Criticise the change and or the plan• Fail to actually do the changes• Argue amongst ourselves• Shut down and withdraw from past
behaviours
Some responses to change at work
• Entrenched – “if I sit tight this may never happen”
• Overwhelmed – anxious and feel powerless• Posers – confident but may not be self aware
or able.• Learners – prepared to give it a go, still feel
stretched, resilient
Teams need to be resilient too
• Positive• Focused• Flexible• Organised• Proactive • Building and combining on strengths of all
members
Common Sense Motivation• ENCOURAGE initiative and responsibility • INFORM people about the job as a whole. Keep
them in the picture • Explain why the task is being done.• INVOLVE people in decisions relating to their work
PRAISE work well done and show that you have confidence in people.
• SET STANDARDS of quality and quantity • LISTEN to each other• DEMONSTRATE EMPATHY for each other and the
customers.
Activity• Take your top 3 demotivators identified and
think of what you can do to overcome them.• Are these linked to …. Processes Systems People and tasks
In addition….consider are there other aspects of how you do things which could be improved….• How do you know this ?• How could it be better, faster or cheaper while
improving your service ?• Can you influence it ?• Who can ?• How could this be achieved ?• Next steps ……
Exercise – next steps
• Identify the people affected by the proposed change ( the stake holders)
• Consider what could make the change succeed • Consider what would make the change
difficult• Work out how you are going to do next ?