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Anoverviewofthreemajorclassificationsofmotivationtheories326
2.Contentmotivationtheories327
Hierarchyofneeds328
ERGtheory329
Two-factortheory329
Acquiredneedstheory330
Self-AssessmentExercise12-1:
AcquiredNeeds331
3.Processmotivationtheories333
Equitytheory333
Goal-settingtheory334
Expectancytheory335
4.Reinforcementtheory336
Typesofreinforcement336
Scheduleofreinforcement337
Motivatingwithreinforcement338
Reinforcementforgettingemployeestocometoworkandtobeontime338
Givingpraise339
5.Puttingthemotivationtheoriestogetherwithinmotivationprocess341
6.Domotivationtheoriesapplyglobally?
342
ChapterSummaryandGlossary343
ReviewandDiscussionQuestions344
ObjectiveCase:
Friedman’sMicrowaveOvens345
Self-AssessmentExercise12-2:
Whatmotivatesyou?
346
LearningObjectives
Afterstudyingthischapter,youshouldbeableto:
1.Illustratethemotivationprocess.
2.Explaintheperformanceformulaandhowtouseit.
3.Discussthemajorsimilarityanddifferenceamongthefourcontentmotivationtheories:
hierarchyofneeds,ERG,ERG,two-factor,andacquiredneeds.
4.Discussthemajorsimilarityanddifferenceamongthethreeprocessmotivationtheories:
equity,goal-setting,andexpectancy.
5.Explainthefourtypesofreinforcement:
positive,avoidance,extinction,andpunishment.
6.Statethemajordifferenceamongcontent,process,andreinforcementtheories.
7.ExplainthemajordifferencebetweentheJapaneseandU.S.approachtomotivatingemployees.
8.Definethefollowingkeyterms(inorderofappearanceinthechapter):
motivationacquiredneedstheory
motivationprocessprocessmotivationtheories
performanceformulaequitytheory
contentmotivationtheoriesgoal-settingtheory
hierarchyofneedstheoryexpectancytheory
ERGtheoryreinforcementtheory
two-factortheorygivingpraisemodel
OPENINGCASE:
DonnaBrogle
DonnaBroglehasenjoyedsewingsinceherchildhood.Followingherhobby,Donnaworkedasaseamstressforamajorhospital.However,beingmarriedwithfourchildren,shepreferredtobeathomewithherfamily.ThehospitaladministratordecidedtoordernewdrapesandgaveDonnathejob.Gainingdraperyexperienceatthehospital,Donnadecidedtoquitworkingforthehospitalandstartherownbusiness,“DraperiesbyDonna.”Shesetgoalsforherbusinessandfoundwomenintheprocessofretiringwhogavehersomehelpgettingstarted.In1989Donnasetupshopinherbasement.Sheenjoyedflexibilityofsettingherownscheduleandworkingathome.Thingswentwelluntiltherecessionhitin1990–1991andbusinessdropped.Asluckwouldhaveit,thehospitalcalledherandaskedhertocomebackasanemployeetomakedrapes.Donnadidnotwanttoloseherindependence,sosheofferedtoworkforthehospitalasavendor.TheyagreedthatDonnawouldworkathomeandcontinuetorunherbusinessaswell.Aftergainingmoreexperience,andtheeconomyturnedaround,thenumberofDonna’scustomersincreasedtothepointwhereshenolongerdependedonthehospitalasacustomer.
Eventually,Donna’sbusinessthrivedandsheneededtohiresomehelp.NowsheishavingaproblemwithheremployeeSusan.Susanisoftenlateforwork,andeventhoughshecandoagoodjob,shedoesnotregularlyperformtoexpectations.DonnahadatalkwithSusantodeterminethecauseoftheproblem.Susansaidthemoneyisokayandsheistreatedfairly,butthejobisboring.Susancomplainedthatshedidn’thaveanysayabouthowtohowtodoherjobandthatDonnacontinuallycheckeduponher.IfyouwereinDonna’sposition,howwouldyoumotivateSusan?
InthischapteryouwilllearnspecificmotivationtheoriesandtechniquesthatcanbeusedtomotivateSusanandemployeesinallorganizations.
RecallfromChapter1thatBonniestatedtheimportanceofmotivatingemployeesandthathavingtodealwithemployeeperformanceproblemsisthepartshelikestheleastaboutbeingamanager.Themoreyoucanmotivateemployees,thelesstimeyouwillhavetospenddealingwithperformanceproblems.
1.MotivationandMotivationprocess
Inthissectionyouwillstudywhatmotivationisandwhyitisimportant,howmotivationaffectsperformance,andhowmanagersaffectemployeemotivationandperformance.Youwillalsogetanoverviewofthreemajortheoriesofmotivation.
1.1Whatismotivationandwhyisitimportant?
WhatisMotivation?
Motivationisaninnerdesiretosatisfyanunsatisfiedneed.Formabusinessperspective,motivationisthewillingnesstoachieveorganizationalobjectives.Peopleprimarilydowhattheydotomeettheirneedsandwants.
Throughthemotivationprocess,employeesgofromneedtomotivetobehaviortoconsequencetosatisfactionordissatisfaction.Forexample,youarethirsty(need)andhaveadesire(motive)togetadrink.Yougetadrink(behavior)thatquenches(consequenceandsatisfaction)yourthirst.However,ifyoucouldnotgetadrink,oradrinkofwhatyoureallywanted,youwouldbedissatisfied.Satisfactionisusuallyshort-lived.Gettingthatdrinksatisfiedyou,butsoonyouwillneedanotherdrink.Forthisreason,themotivationprocesshasafeedbackloop:
Someneedorwantmotivatesallbehavior.However,needsandmotivesarecomplex;
peopledon’talwaysknowwhattheirneedsareorwhytheydothethingstheydo.Haveyoueverdonesomethingandnotknownwhyyoudidit?
Understandingneedswillhelpyouunderstandbehavior.Youwillgainabetterunderstandingofwhypeopledothethingstheydo.
Youcannotobservemotives,butyoucanobservebehaviorandinfertheperson’smotives.(Thisattributionprocessisexplainedinchapter9,Model9-1.)However,itisnoteasytoknowwhypeoplebehavethewaytheydo,becausepeopledothesamethingsfordifferentreasons.Alsopeopleoftenattempttosatisfyseveralneedsatonce.
Whyismotivationimportant?
Motivationisthenumberoneproblemfacingbusinessestoday.Managershavecometorealizethatamotivatedandsatisfiedworkforcecancontributepowerfullytothebottom-lineprofits.Knowinghowtomotivatewillhelpyoueliminateorreducetheseperformanceproblems,suchasthoseexperiencedbySusanintheopeningcase.
MotivationisimportantnotonlytosmallbusinesssuchasDonna’sbutalsotomajorcorporations.MuchofGeneralElectric’ssuccessisattributedtoCEOJackWelchandhisabilitytomotivateemployees.CEODavidHousetookBayNetworksfromitsdeathbedtohealthyprofitsinayearandahalfbyteachingmanagementskillsclassesthatincludedmotivatingemployees.Givingimmediate,frequent,anddirectfeedbackleadstohighermotivationandperformance.ThiscorrelationistrueforbothCEOsWelchandHouse.
RecallfromChapter9thatjobsatisfactionleadstolowerabsenteeismandturnoverandhigherlevelsofperformance.Generally,peoplewhoaresatisfiedwiththeirjobsaremorehighlymotivates.Tomotivateemployees,youshouldmakeworkfun.DevelopinganorganizationalculturethatvaluesmakingworkfunfuelsthemostproductivepeopleandorganizationsinNorthAmerica.Companiesthatbringplayandcelebrationintotheworkplaceoftenhavehigherprofits.OneexampleisSouthwestAirlines,whichincorporatesgamesandcontestsintoitsflyingexperience.Offeringincentivesisaprovenwayofincreasingmotivationandproductivityandaddingthefunfactortoaworkplace.Haveyoueverhadajobthatwasfun?
Howdiditaffectyourmotivation?
1.2Theroleofexpectationsinmotivationandperformance
Thepoorperformanceofemployeescanbeinadvertentlycausedbymanagersthemselvesandnotinadequaciessuchaspoorskills,alackofexperience,andinsufficientmotivation.RecallthatthePygmalioneffect(Chapter9)statesthatmanager’sattitudestowardexpectationsofandtreatmentofemployeeslargelydetermineemployees’motivationandperformance.Managersneedtohavehighexpectationsandtreatemployeesasthroughtheyarehighachieverstogetthebestfromthem.
Somemanagerstrytomotivateemployeesandinsteadendupmakingperformanceworse.Partoftheproblemisthatmanagershaveaperceptionproblemresultingfromtheirframeofreference.Managersassumethateveryoneislikethemandwhatwillmotivatethemwillmotivateallemployees,ortheystereotypeemployees.Managersneedtogettoknowtheiremployeesasindividualsandmotivatetheminwaysthatwillmeettheiruniqueanddiverseneeds.Youwilllearnhowtomotivateemployeesthroughoutthischapter.
Inadditiontomanagers’expectations,employees’expectationsalsoaffectperformance.CloselyrelatedtothePygmalioneffectistheself-fulfillingprophecy.HenryFordsaid,ifyoubelieveyoucan,oryoubelieveyoucan’t;
youareright.Ifyouthinkyouwillbesuccessful,youwillbe.Ifyouthinkyouwillfail,youwill,becauseyouwillfulfillyourownexpectations.Youwillliveuptoordowntoyourownexpectations,sobepositive,confident,andoptimistic.RecallfromChapter9thatyoucanchangeyourpersonalitytobemorepositivewithahigherlevelofself-esteem.ReferbacktoExercise9-1,ImprovingPersonalityTraits.Ifyoudidnotdothisexercise,considerdoingitnow.Ifyoudiddotheexercise,haveyoubeenworkingtowardimprovingyourpersonalitytraits?
1.3Howmotivationaffectsperformance
Generally,amotivatedemployeewilltryhardertodoagoodjobthansomeonewhoisnotmotivated.However,performanceisnotsimplybasedonmotivation.Threeinterdependen