This slide show complements NCV 4 Management Practice Hands-On Training by Bert Eksteen & Anthony Hill, published by Future Managers Pty Ltd. For more information visit our website www.futuremanagers.net

1. Management Practice 4

2. Module 6: Team motivation

6. Moment of truth The moment of magic The moment of misery Customer Customer Service provider Service provider

7. 1.2.2 The cycle of service

10. The price of non-conformance Training costs QC Costs Operating costs Operating costs QC Costs Rework Wastage Loss of sales Loss of production

11. Job characteristics leading to a lack of motivation if not in place

17. Attitude surveys

21. Maslow’s Hierarchy of Needs

27. Vroom’s Expectancy Theory of Motivation Motivational Force Expectancy An individual’s expectation that he/she can perform a certain task to a certain standard Instrumentality How instrumental achieving this standard will be in leading to a specific outcome Valence How much value the individual attaches to the specific outcome in question

30. 2.2 Compare the two researched theories of motivation

31. 2.3 Apply the researched theories to a team and decide which best applies to a specific team

47. 3.1.1 Using visual management to provide ‘real time’ information

49. Team review meetings

51. 3.3 Discuss how achievement is recognised within a team, group, business unit or organisation Employee of the Month Awards : Team members vote on who has made the biggest contribution to team success. Each recipient is presented with a special badge and has their photo prominently displayed in the workplace. This is particularly effective in a team dealing with customers who often add their own congratulations, thus increasing the person’s feeling of achievement. This is an example of short-term recognition . At the end of the month team members vote again on who will be next month’s award recipient.

52. 3.3 Discuss how achievement is recognised within a team, group, business unit or organisation Status Awards : Executive Management decide on specific criteria for awarding team members a certain status in recognition of their contribution. The celebration is normally in the form of a formal function at which recipients receive a trophy or framed certificate. The awards are publicized throughout the organisation. This is an example of long-term recognition . The status award is kept by the individual for ever. For example, Pam Golding Properties, one of the largest property groups in South Africa has ‘Gold Club Awards’ for their agents “ who have achieved and maintained a consistently high level of excellent service and have adhered to the strictest principles of ethical conduct. ”

63. The factors required by a team for it to perform as its best

64. 4.2 Convey to team members information that is required for them to work well

70. Performance measurement in the workplace Hourly water usage: Kitchen 08h00 600 l 09h00 900 l 10h00 850 l 11h00 700 l 12h00 1200 l 13h00 1400 l

72. Communication and feedback used in Green Areas CEO communicates message to Executive Team – Monday 08:00 Regional Vice President communicates CEO’s message to Management Team – Monday 10:00 Regional Managers communicate CEO’s message to Middle Managers – Monday 12:00 Middle Managers communicate CEO’s message to Team Leaders – Monday 16:00 Team Leaders communicate CEO’s message to crew members Team Leaders – Monday 16:00 Crew members give immediate FEEDBACK to Team Leader on their reaction to CEO’s message Wed 08:00 Feedback to CEO Tue 16:00 Feedback to Vice President Tue 12:00 Feedback to Regional Manager Tue 10:00 Feedback to Middle Manager Wed 08:00 Feedback to CEO

81. Employee reward scores

87. ‘ Plan to win’ elements that could be delegated to team members

90. Individual vs team decisions