Telephone Excellence by Mike Mitchell

The Employee Motivation Challenge
by Mike Mitchell

Do you know what really motivates your staff? Is it compensation, benefits, flexible hours - or all of these? A few years ago my hospital hired an outside source to help us improve employee retention, focusing in part on morale and motivation. The results showed that compensation was actually the third most important motivator in improving morale and thereby increasing employee retention.

If someone is paid to do a job and he does it well, then he keeps his job. Before I became a manager, this was my perception of all the motivation an employee needed. As I matured as a manager, I learned the true value of positive motivation. My department consisted of field engineers, all with the same job description and equivalent wages, but not everyone performed at the same level. My goal was to find a way to encourage the excellent performers to sustain their performance, while motivating the others to increase their level of productivity. I found the answer in a rewards and recognition program.

Concentrating on group goals as well as individual performance, I designed tasks around the team's strength and then capitalized upon it. Peer pressure increased the performance level of the average and poor employees, and excellent individuals were still rewarded even if the group did not make its goal. I was able to track individual needs and goals and provide feedback. The success in focusing on both the team and the individual was evident in improved productivity, increased morale, and a more enjoyable workplace.

Charles E. Day, author of Call Center Operations , identifies five types of motivation that management can use to improve employee morale and productivity. My thoughts are included to give you some ideas you can use in your department. These are not necessarily listed in order of importance.

Fair wages - As you conduct yearly employee evaluations, you can make adjustments for those individuals who deserve a higher wage.

Interesting work - You may need to be creative, as this can be difficult in some situations. For example, hospital operators usually have a limited range of work they can manage. Can you assign a small project or task, like reviewing a specific vendor invoice each month or recommend a training class, so as to vary the routine responsibilities and keep the job fresh?

Rewards and recognition - A thank you note is the perfect way to let an employee know he is valued. Does your hospital have a program that rewards excellence? If so, make sure your employees have the opportunity to participate. Design a "Wall of Fame" and display the awards and letters you've received complimenting your staff. Give a $25 gift certificate to employees who consistently do excellent work (even as part of their job).

Positive career path - This may be the most difficult type of motivation. Look for ways to increase your employee's responsibility (with additional compensation). Are there other departments in the hospital that present more opportunity? It may be difficult to lose a good person, but it also reflects well on your ability to hire an excellent performer when one of your employees transfers to another department for a better opportunity.

Job security - It may be up to your organization to provide stability, but it's your responsibility to convey a sense of job security to your employees. Individuals cannot perform optimally if they are constantly worried about their jobs.

As managers, we have a responsibility to our employees and organization to create an environment in which individuals can grow and flourish. Motivating our employees and rewarding achievement are ways in which we can bring excellence to our departments and the organization as a whole.

- Mike