E2-E3/Management /Motivation

Rev date: 01-04-2011

E2-E3: MANAGEMENT
CHAPTER-9
MOTIVATION
(Date of creation: 01-04-2011)

BSNL, India

For Internal Circulation Only

Page: 1

E2-E3/Management /Motivation

Rev date: 01-04-2011

Motivation
Introduction
No matter the size of a company, having a team of motivated, hard-working employees is
crucial to business success. When people lose their motivation, their job performance
suffers -- they become less productive, less creative, less of an asset to the company line.
Company has to pay a heavy price when employees have motivation issues. How then to
light an employee who has lost his or her motivation, whether a former hard worker
whose performance has declined over the years, or a long-term problem employee who
has failed to improve?
Every person has different reasons for working. The reasons for working are as individual
as the person. But, we all work because we obtain something that we need from work.
The something we obtain from work impacts our morale and motivation and the quality
of our lives. In this chapter concept of employee motivation and related issues are
explored.
Learning Objective:
1.
Understand Motivation
2.
Know important motivational concepts & theories
3.
Tips for motivation
4.
Application of these concepts in BSNL
What is Motivation?
Motivation is the willingness to do something and is conditioned by the desire to satisfy
some need of the individual, (A need in our terminology is some internal state that
makes certain outcomes appear attractive). People who have motivation exert more or
take efforts to perform better than those who are not motivated.
Job performance =Ability x Motivation
Even though Organizations may hire men with extraordinary competence & train them
but still it cannot be assured that they will perform satisfactorily until and unless they are
motivated. A major (missing) ingredient in motivation is activating the potential of an
individual which is otherwise hidden.

BSNL, India

For Internal Circulation Only

Page: 2

E2-E3/Management /Motivation

Rev date: 01-04-2011

An unsatisfied need creates tension, which stimulates a drive to achieve a particular goal
that, if attained, satisfies the need and leads to reduction of tension. Greater the need,
greater will be the activity level to meet that need and thus to reduce the tension.

Motivational concepts
Starting point to understand the logic behind motivation is to explore why do people
work?
Work is About the Money
Some people work for love; others work for personal fulfillment. Others like to
accomplish goals and feel as if they are contributing to something larger than themselves,
something important. Some people have personal missions they accomplish through
meaningful work. Others truly love what they do or the clients they serve. Some like the
camaraderie and interaction with customers and co workers. Other people like to fill their
time with activity. Some workers like change, challenge, and diverse problems to solve.
Whatever your personal reasons for working, the bottom line, however, is that almost
everyone works for money. Whatever you call it: compensation, salary, bonuses, benefits
or remuneration, money pays the bills. Money provides housing, gives children clothing
and food, sends teens to college, and allows leisure activities, and eventually, retirement.
To underplay the importance of money and benefits to people who work is a mistake.
Fair benefits and pay are the cornerstone of a successful company that recruits and retains
committed workers. If you provide a living wage for your employees, you can then work
on motivational issues. Without the fair, living wage, however, you risk losing your best
people to a better-paying employer.
Expectations beyond Money
Other than money, what people want from work is situational, depending on the person,
his needs and the rewards that are meaningful to him. People want:

Control of their work: including such components as the ability to impact

decisions; setting clear and measurable goals; clear responsibility for a complete,
or at least defined, task; job enrichment; tasks performed in the work itself; and
recognition for achievement.

BSNL, India

For Internal Circulation Only

Page: 3

E2-E3/Management /Motivation

Rev date: 01-04-2011

To belong to the in-crowd: including items such as receiving timely information

and communication; understanding management's formulas for decision making;
team and meeting participation opportunities; and visual documentation and
posting of work progress and accomplishments.
The opportunity for growth and development: including education and
training; career paths; team participation; cross-training; and field trips to
successful workplaces.
Leadership: people want clear expectations that provide a picture of the
outcomes desired with goal setting and feedback and an appropriate structure or
framework.
Recognition: People want recognition for their individual performance with pay
tied to their performance. Employees want that people who don't perform are not
rewarded; in fact, failure to discipline and take action against non-performers is
one of the most de-motivating actions an organization can take - or fail to take.

Motivation Theories: Based on above discussions, there are many theories formulated in
the past which were developed to understand psychology of human behavior and the role
of motivation in the life of individuals. Some of the theories explaining employee
behaviour received considerable attention. Prominent theories such as Maslow, Hygiene
& Expectancy are explained below.
Maslows Hierarchy of Needs: This is the best-known theory of motivation proposed by
Abraham Maslow. He stated that there exists in every human being a hierarchy of five
needs. They are:
1.
Physiological: hunger, thirst, shelter, sex and other bodily needs
2.
Safety: protection from physical & emotional harm
3.
Love: affection, belongingness, acceptance and friendship
4.
Esteem: Internal esteem factors like self respect autonomy and Achievement;
external esteem factors like status Recognition and Attention)
5.
Self actualization: drive to become what one is capable of becoming
This theory says that even though no need may be fully gratified, but a
substantially satisfied need no longer motivates. When one gets satisfied, another need at
the higher level becomes prominent. Physiological and safety needs are described as
lower order or lower level needs and the other three namely love, esteem & self
actualization are higher order or higher level needs. The higher order needs are satisfied
internally & the lower order externally.

BSNL, India

For Internal Circulation Only

Page: 4

E2-E3/Management /Motivation

Rev date: 01-04-2011

Hygiene theory: This theory examined the question what do people want from their
job? It was found that opposite of satisfaction is not dissatisfaction. In other words
removing dissatisfying characteristics from job does not make the job satisfying or vice
versa. According to it, factors leading to satisfaction are separate and distinct from those
leading to dissatisfaction. If we eliminate factors leading to dissatisfaction, peace may
come but not motivation. A summary is given below:
Factors that lead to extreme dissatisfaction Factors that lead
satisfaction

Company policy and administration

Achievement

Supervision

Recognition

Relationship and supervisor

Work itself

Work conditions

Responsibility

Salary

Advancement

Relationship with peers

Growth

Personal life

Relationship with subordinates

Status

Security

to

extreme

Expectancy Theory: This is a modern theory and is widely accepted today. According to
this says that the strength of a tendency to exert depends upon the strength of an
expectation of the outcome and on the attractiveness of the outcome to the individual.
There are thus three variables attractiveness, performance/reward and effort/performance.
A schematic explanation is given below:
Effort
performance
Performance
Reward

reward/recognition
.

personal goal

The key to this model is finding out the individuals goal and establishing the linkages
with the reward. Based on this model there are four personality types & motivators, as
given below.

BSNL, India

For Internal Circulation Only

Page: 5

E2-E3/Management /Motivation

Rev date: 01-04-2011

Type
1. Dominating Personality
(Forceful and domineering)

Motivators
Power,Authority,Controlover results
Freedom from restraint

2. Influencing
(Outgoing & effervescent)

Popularity, Recognition, Contract with

people, Freedom of Expression

3. Steady
(Extremely loyal to others)

Stability, planned change, conflict free

environment, clear responsibilities, results.

4. Careful
(Meticulous about details)

Quality standards. Personal autonomy.

Freedom from pressure.

Tips for Motivation: From all the above the following basic tips for motivation can be
summed up as follows:
Motivating
employees
starts
with
motivating
yourself
It's amazing how, if you hate your job, it seems like everyone else does, too. If you are
very stressed out, it seems like everyone else is, too. Enthusiasm is contagious. If you're
enthusiastic about your job, it's much easier for others to be, too. Also, if you're doing a
good job of taking care of yourself and your own job, you'll have much clearer
perspective on how others are doing in theirs. A great place to start learning about
motivation is to start understanding your own motivations. The key to helping to motivate
your employees is to understand what motivates them. So what motivates you? Consider,
for example, time with family, recognition, a job well done, service, learning, etc. What
can you do to better motivate yourself?
Always work to align goals of the organization with goals of employees: Employees
can be all charged up about their work and be working very hard, if the results of their
work contribute to the goals of the organization. Therefore, it's critical that managers and
supervisors know what they want from their employees. These preferences should be
worded in terms of goals for the organization and ensured that employees have strong
input to identifying their goals and that these goals are aligned with goals of the
organization.
Key to supporting the motivation of your employees is understanding what
motivates each of them: Each person is motivated by different things. Steps to support

BSNL, India

For Internal Circulation Only

Page: 6

E2-E3/Management /Motivation

Rev date: 01-04-2011

the motivation of employees should first include finding out what it is that really
motivates each of the employees. This can be found out by asking them, listening to them
and observing them.
Recognize that supporting employee motivation is a process, not a task:
Organizations change all the time, as do people. Indeed, it is an ongoing process to
sustain an environment where each employee can strongly motivate themselves.
Sustaining employee motivation is an ongoing process.
Support employee motivation by using organizational systems: Cultivating strong
interpersonal relationships with employees to help motivate them is not enough. The
nature of these relationships can change greatly, for example, during times of stress.
Instead, use reliable and comprehensive systems in the workplace to help motivate
employees. For example, establish compensation systems, employee performance
systems, organizational policies and procedures, etc., to support employee motivation.
Also, establishing various systems and structures helps ensure clear understanding and
equitable treatment of employees.
Build a foundation: Its important to build a solid foundation for your employees so they
feel invested in the company. Tell them about the history of the business and vision for
the future. Ask them about their expectations and career goals, as well as how you can
help them feel part of the team. BSNL Aspiration Driven Transformation is a step in this
direction. When any new employee starts, make sure he or she receives a thorough
welcome orientation.
Create a positive environment: Promote an office atmosphere that makes all employees
feel worthwhile and important. Dont play favourites with your staff. Keep office doors
open and let subordinates know they can always approach you with questions or
concerns. A happy office is a productive office
Put people on the right path: Most employees are looking for advancement
opportunities within their own company. Work with each of them to develop a career
growth plan that takes into consideration both their current skills and future goals. If
employees become excited about whats down the road, they will become more engaged
in their present work.

BSNL, India

For Internal Circulation Only

Page: 7

E2-E3/Management /Motivation

Rev date: 01-04-2011

Educate the masses: Help employees improve their professional skills by providing onthe-job training. Allow them to attend workshops and seminars related to the industry.
Employees will feel that company is investing in them, and this will translate into an
improved job performance.
Celebrate, Dont forget the fun: Achievements must be celebrated. Once in a while,
have informal get-togethers over a cup of tea/lunch etc.
Acknowledge contributions: Boss can make a huge difference in employee morale
simply by taking the time to recognize each employees contributions and
accomplishments, large or small. Be generous with praise.
Provide incentives: Offer people incentives to perform well, either with something small
like a recognition certificate or something more substantial such as a performance-based
bonus. Give out Employee of the Month awards. Such tokens of appreciation will go
far in motivating employees. A critical lesson for new managers and supervisors is to
learn to focus on employee behaviors, not on employee personalities. Performance in the
workplace should be based on behaviors toward goals, not on popularity of employees.
Honor your promises: Getting people to give their all requires following through on
promises. If you tell an employee that he or she will be considered for a reward if
numbers improve or productivity increases, youd better fulfil the promise. Failure to
follow through on promises will result in a loss of trust -- not only that persons trust, but
the trust of every employee that hears the story.
Match tasks to talents: Organizations can improve employee motivation by improving
employee confidence. Assign individuals with tasks that they will enjoy or will be
particularly good at. An employee who is successful at one thing will have the selfconfidence to tackle other projects with renewed energy and excitement. Restructuring
and Job definition exercise in BSNL is a step in this direction.
Establish goals that are SMARTER: SMARTER goals are: specific, measurable,
acceptable, realistic, timely, extending of capabilities, and rewarding to those involved.
Balanced business score cards have to based on this concept.

BSNL, India

For Internal Circulation Only

Page: 8

E2-E3/Management /Motivation

Rev date: 01-04-2011

Clearly convey how employee results contribute to organizational results:

Employees often feel strong fulfillment from realizing that they're actually making a
difference. This realization often requires clear communication about organizational
goals, employee progress toward those goals and celebration when the goals are met.
Let employees hear from their customers (internal or external): Let employees hear
customers proclaim the benefits of the efforts of the employee . For example, if the
employee is working to keep internal computer systems running for other employees
(internal customers) in the organization, then have other employees express their
gratitude to the employee. If an employee is providing a product or service to external
customers, then bring in a customer to express their appreciation to the employee.
Have one-on-one meetings with each employee: Employees are motivated more by
your care and concern for them than by your attention to them. Get to know your
employees, their families, their favorite foods, names of their children, etc.
Cultivate strong skills in delegation: Delegation includes conveying responsibility and
authority to the employees so they can carry out certain tasks. Skills in delegation can
free up a great deal of time for managers and supervisors. It also allows employees to
take a stronger role in their jobs, which usually means more fulfillment and motivation in
their jobs, as well.
Admit to yourself (and to an appropriate someone else) if you don't like an
employee: Managers and supervisors are people. It's not unusual to just not like someone
who works for you. If you don't like a person, admit to yourself that you don't like this
employee. Then talk to someone else who is appropriate to hear about your distaste for
the employee, for example, a peer, your boss, your spouse, etc. Indicate to the appropriate
person that you want to explore what it is that you don't like about the employee and
would like to come to a clearer perception of how you can accomplish a positive working
relationship with the employee. It often helps a great deal just to talk out loud about how
you feel and get someone else's opinion about the situation. As noted above, if you
continue to focus on what you see about employee performance, you'll go a long way
toward ensuring that your treatment of employees remains fair and equitable.

BSNL, India

For Internal Circulation Only

Page: 9

E2-E3/Management /Motivation

Rev date: 01-04-2011

4.0 Application of motivational concepts in BSNL

Motivations vary from region to region across the globe. While it is pointed out
that money has been the main motivator to Westerners, Need satisfaction has
been a main motivator with Indians.

BSNL has always endeavoured to address the need of its employees in various
ways.
A few of them are listed below:
Physiological
Salary

Risk allowance to employees working in remote areas

Winter clothing for those working in low temperature ambience

Various loans and advances such as HBA etc

Canteen facilities.

Rest rooms.
Safety

Pension benefits (for self and family)

BSNL MRS

Group insurance and GPF

Congenial working atmosphere

Safety and protective devices like shoes, umbrella etc

Love

LTC

Recreational facilities and financial support for excursions etc

In-house magazines for encouraging literary talents

Welfare board for employee welfare such as scholarships for the

children of employees to various educational programmes
Esteem

Socially acceptable designations and authority.

Developed residential colonies.

Best employee awards

Incentive schemes and cash awards

Self

Promotion through competitive examination

actualization

Financial assistance to higher education such as MBA

Deputing to various trainings departmentally and providing library

facilities.

Awards and recognitions like Sanchar Dooth, Vishishta Sanchar

Sewa Padak etc in a transparent and judicious way.

Honorarium and Appreciations for extra and meritorious works

done.

BSNL, India

For Internal Circulation Only

Page: 10

E2-E3/Management /Motivation

Rev date: 01-04-2011

Conclusion
No theory is universal. Motivation is an art to be practiced rather than a science. Nature
has created human beings in such a variety of mental make up that for motivating a
person a complete study of his personality is needed. Theories only give guidelines. Still
there are some universal truths, on which one can rely while attempting to bring out the
best in a man.

BSNL, India

For Internal Circulation Only

Page: 11

E2-E3/Management /Motivation

Rev date: 01-04-2011

Chapter 9:Motivation
Sample Self study Subjective type questions
1.

Job performance = ______________ x Motivation .

a. efficiency b. ability
c. both d. none

2.

Maslows Hierarchy of Needs consists of how many needs ?

a. 5
b. 4 c.3
d.2

3.

Which of the following is one element of the hierarchy of needs ?

a. esteem
b. physiological
c. both
d. none

4.

according to hygiene theory opposite of satisfaction is not dissatisfaction:

a. true
b. false

5.

According to Hygiene theory which of the following does not lead to extreme
satisfaction ?
a. salary
b. Achievement
c. Recognition
d.Work itself

6.

Which one of these is a modern theory and is widely accepted today ?

a. Expectancy Theory b. Hygiene theory c. both d. none

7.

Based on Expectancy theory , how many are the personality types ?

a. 4 b.5
c.6
d.2

8.

Motivating employees starts with motivating yourself

a. true b. false

9.

Never work to align goals of the organization with goals of employees.

a. true b. false

10.

Need satisfaction has been a main motivator with Indians.

a. true b. false

BSNL, India

For Internal Circulation Only

Page: 12