ANALYTICAL REPORT ON MOTIVATION, LEADERSHIP, AND

COMMUNICATION IN AN ORGANIZATION

by:

GROUP 2

ALCANSADO, ROSE AUBREY

ARELLANO, JACKIE
BALDOMAR, DILLAN
BRITO, HENRY
DELA CRUZ, ISSA
DUMDUM, JM
ESPEJO, RYAN TIMOTHY G.
POLICARPIO, BENJOE
RABY, DANIEL

for:

MS. MARY JOY A. DUMDUMAN

(Organization and Management)

and

MS. MARIA CRISTINA SALANGA

(English for Academic and Professional Purposes)

Nemesio I. Yabut Senior High School

1 FEBRUARY 2023

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 TABLE OF CONTENTS
ABSTRACT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

INTRODUCTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Background . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Purpose . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Scope . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4
Procedure / Methodology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

DATA COLLECTION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
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Procedure of Data Collection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

RESULTS 7
Data Analysis and Interpretation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
i. Motivation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7
ii. Leadership . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
iii. Communication . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATIONS

13
Summary of Findings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Conclusions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Recommendations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

BIBLIOGRAPHY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

ANNEXES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

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 ABSTRACT

TELUS International Philippines is a telecommunications company providing call center

outsourcing services, IT digital solutions and business process outsourcing services that include
customer care, technical support, sales, market research, financial administration, collections,
and customer administration. The aim of this analytical report is to understand the insights of the
company's employees regarding motivation, leadership, and communication and its impact on
their work, and provide solutions for improvement.

The team obtained the data for this study by using online survey forms. The key results
indicate that for most employees, the main sources of motivation are their family, salary, and
passion. Although this could be accurate, the primary reason most employees don't show up to
work is due to the work environment, followed by low pay, and finally, monotonous tasks. The
research also discovered minimal problems with leadership as a large number of employees are
content with their present leader's performance. Regarding communication, the study highlights
its significance in managing clients and resolving conflicts in the workplace.

In conclusion, the team’s findings showed that family, salary, and passion are the primary
motivators for employees, while a negative work environment is the main reason for
absenteeism. The report also found minimal issues with leadership, with employees generally
satisfied with their current leaders. Communication was found to be crucial for managing clients
and resolving conflicts in the workplace.

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 INTRODUCTION

BACKGROUND

This analytical report’s primary topic is about Motivation, Leadership and

Communication and how it affects an employee’s work performance. These factors
each play a crucial role both to the employee and organization. Motivation helps
boost productivity and increase overall performance leading to better outcomes for
the organization. Effective leadership helps align the efforts of all employees
towards the common goal of the organization. It plays a key role in setting the
direction and guiding others to achieve success and it also helps to create a positive
work environment, promote teamwork, and foster a culture of collaboration and
accountability. Effective communication is essential in this industry as it ensures
that the information is exchanged effectively and efficiently. It also helps minimize
conflicts and promote collaboration among employees. Motivation, leadership, and
communication are crucial determinants of organizational success as they promote
employee engagement, facilitate teamwork, and enhance effective information
exchange, leading to improved productivity and performance outcomes.

PURPOSE

The purpose of this analytical report is as follows:

● to investigate and study data on elements that can impact employee motivation and
demotivation.
● to evaluate the efficiency of management in overseeing employees.
● to assess employee job satisfaction.
● to pinpoint the issue, describe the techniques used, examine the data, and propose
suggestions for a more favorable workplace and organization.

SCOPE AND DELIMITATION

This report analyzes the views of 50 call center agents at TELUS International
Philippines in Makati City on the impact of motivation, leadership, and communication on their
jobs. The survey was conducted by researchers to gather information for the report and
demonstrate how these factors influence their work as call center agents.

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PROCEDURE / METHODOLOGY

The following are the procedures/methodologies used in this analytical report:

1. Conducting of meeting on what company will be surveyed

2. Proposing the chosen company to the teacher
3. Validating of proposal
4. Lesson about conducting and designing survey questionnaires
5. Deciding on what method should be used to collect data through face-to-face class
meetings
6. Discussing what types of survey questionnaire will be used
7. Agreeing to use multiple choice, Likert scale, and rating scale questions for the
survey questionnaire
8. Drafting of consent letter for the respondents
9. Drafting of instructions
10. Drafting of questions based on the survey questionnaire
11. Also adding a set of open-ended questions at the end
12. Deciding of the right questions, and eliminating the wrong ones
13. Validating of questions through the teachers
14. Validating of the letter for the respondents
15. Using the appropriate format
16. Arranging the questions logically
17. Pilot testing
18. Revising
19. Approving of the letter to the respondents by the principal

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 DATA COLLECTION

This section presents the procedure on how data are collected through administering the
survey questionnaires. (See Annex 2)

PROCEDURE OF DATA COLLECTION

Through an online survey,, the researchers collected the data by:

(1) presenting a formal letter to the contact person along with the letter for the respondents
(2) conducting an online survey after receiving the go signal from the respective teachers
(3) giving of the go signal to the contact person to distribute the survey
(4) waiting for the surveyees’ response
(5) collecting of data as soon as the required number of responses are met
(6) summarizing of data
(7) visualizing of collected data
(8) writing a short summary of the said data

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 RESULTS

DATA ANALYSIS AND INTERPRETATION

This section presents the analysis and interpretation of the collected data through an
online survey.

I. MOTIVATION

Motivation refers to the act of giving employees reasons or incentives to work, to achieve
organizational objectives. The researchers administered the survey questionnaire to 50
employees (See Annex 2) of TELUS International Philippines.

The survey results below are derived from the summary of responses gathered through
Google Forms:

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 II. LEADERSHIP

Leading is a management function which involves influencing others to engage the work
behaviors necessary to reach organizational goals. The researchers administered the survey
questionnaire to Adelle Feliciano.

The following are the actual survey data results that came from the summary of responses
in Google Forms:

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III. COMMUNICATION

Communication is vital in an organization. It is the sharing of information through verbal

and non – verbal means, including words, messages, and body movements.

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 SUMMARY OF FINDINGS, CONCLUSIONS, AND
RECOMMENDATIONS

SUMMARY OF FINDINGS

Based on the survey of 50 employees, the following data was acquired:

I. MOTIVATION
- Of the 50 employees surveyed, 56% cited family as their main motivation, 26% were
motivated by salary, 16% were driven by passion, and the remaining 2% selected all
options. Despite being motivated, many expressed a desire for a better work environment
to further increase their motivation. A majority also indicated a preference for bonuses
and incentives. However, factors that demotivated employees included negative work
conditions, low salaries, inadequate transportation, and repetitive work routines.

II. LEADERSHIP
- The data collected regarding leadership revealed mostly positive views from employees,
with few negative responses. The majority of employees held a favorable opinion of their
leader. Despite this, minor improvements are suggested.

III. COMMUNICATION
- The survey results emphasized the significance of communication in the industry. Most
employees were found to possess adequate communication skills when interacting with
clients. However, the data also revealed challenges such as communication barriers, rude
clients, and miscommunication that can arise. Some employees were able to handle these
challenges effectively, while others struggled with them.

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CONCLUSION

Overall, the survey revealed that family is the main motivator for most
employees, followed by salary and passion. It also showed that employees desire a better
work environment and incentives and that negative work conditions and low salaries are
demotivating. The majority of employees had positive views of their leader, but some
minor improvements were suggested. Finally, communication was found to be important
in the industry, with most employees displaying adequate communication skills.
However, challenges such as communication barriers, rude clients, and
miscommunication were identified. With this information, employers can use this survey
to help create a better work environment and ensure employees are motivated and
equipped to do their best.

RECOMMENDATIONS

The researchers have the following recommendations based on the findings in this
analytical report:

(1) The motivation survey results indicate that salary and the work environment are the
major drivers of motivation. Therefore, it is prudent to increase the remuneration of
personnel in a fair and reasonable manner, thus benefiting both the organization and its
employees. Furthermore, employees should strive to foster a positive atmosphere, so as to
promote the best working conditions.
(2) The survey results show that the current leadership system is well-received by most
employees and there are few to no problems. It is recommended to maintain this system
to avoid negative feedback. The leader should address any minimal issues by
communicating more frequently with employees and working on improvement in areas
where needed.
(3) As for communication, we recommend investing in communication training for all
employees to improve their skills and confidence in handling communication challenges
in the industry. This will ensure that all employees are equipped to effectively interact
with clients, overcome communication barriers and prevent miscommunication.

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 BIBLIOGRAPHY

- Farrenkopf, T. (2015, August 31). ABSTRACT GUIDELINES: SIX SAMPLE

ABSTRACTS (Previous Participants) Researcher: Rita Asgeirsson Presentation Title: An

Analysis o. AISES. Retrieved January 30, 2023, from

https://www.aises.org/sites/default/files/documents/National%20Conference/Abstract

%20Guidelines%20and%20Samples.pdf

- GAS 11 - ABAD S.Y. 2021-2022. (2022, February 5). SAMPLE Analytical Report Final

Group 1 GAS 11 ABAD.

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 ANNEXES

ANNEX 1 – Consent Letter to Conduct the Survey Questionnaire

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ANNEX 2 – Survey Questionnaire

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