344 PART 3: Focus on the Followers of motivation. What theories of motivation best exp to become a member of one of these elite units? Activities 1. This chapter addressed how five motivation approaches could be used to improve the customer sen levels of flight attendants. Divide the class into five groups, and assign each group one of the motivational approaches described in the chapter. Ask each group to design and implement a mothating program for 20 employees working in a local coffee shop. Each group should then give a 15 -minule presentation on their findings. The presentation should include the approach the group used, how the would collect any needed additional data, program design, program implementation, potential barritis to the program, and how they would evaluate program effectiveness. 2. Ask someone to describe what their organization did to motivate employees during the coronasiros pandemic. Did the techniques work? Why or why not? What would they have done instead to ketep employees motivated? 3. Split the class into three groups, and ask each group to discuss and report their findings for one of the following questions: What motivational approaches drive the behavior of the Hong Kong protesters! 7 : transportation and government worker protests in France? The political rallies in Lebanon, Bolivi, Venezuela, and Sudan? 4. Conduct a large group discussion on China's extensive use of facial recognition and other electronic monitoring techniques in all its major cities. What effect does this have on the citizens of China? Art people more or less motivated or unaffected by working under these conditions? What are the advantages and disadvantages to living under these conditions? 5. Describe the motivational approaches you would use with a group of volunteers for a communiry, a group of employees in a for-profit business, or a platoon of soldiers. 6. Anthropologist David Graeber maintains that there are many "useless jobs that no one wants to talt about." Identify the most useless job on campus and determine what would need to happen to mak is more useful job. Minicase Initech versus the Coffee Bean Consider Peter Gibbons, an employee of the fictional Initech Corporation from the movie Office Spar: has been asked to meet with efficiency experts (Bob and Bob) to discuss his work environment. Ont Bobs is curious about Peter's tendency toward underperformance and confronts him about his lack tion to office policies and procedures. It seems Peter has been turning in his TPS reports late and r company-mandated cover sheet: Peter: You see, Bob, it's not that I'm lazy, it's that I just don't care. Bob: Don't? Don't care? CHAPTER 9. Follower Motivation 345 It's a problem of motivation, all right? Now if I work my butt off and lnitech ships a few extra units, I don't see another dime, so where's the motivation? And here's another thing, I have eight Eight? Eight, Bob. So that means when I make a mistake, I have eight different people coming by to tell me about it. That's my only real motivation, not to be hassled, that and the fear of losing my job. But you know, Bob, that will only make someone work just hard enough not to get fired. The environment at Initech is an all-too-familiar one for many office workers. It is an environment in which gocess is directly proportional to how busy you look, where questioning authority is taboo, and where meticdous attention to paperwork is the only way to get promoted. Contrast Initech to the Coffee Bean-a chain of gourmet coffee shops. In an effort to boost employee morale and increase productivity, the management team at the Coffee Bean decided to pursue the FISH philosophy. FISH is a management training program that stresses fun in the workplace. It espouses four principles: Play-"Work that is made fun gets done," Make Their Day-"When you make someone's day through a small act of kindness or unforgettable engagement, you can turn even routine encounters into special memories," Be There-"Being there is a great way to practice wholeheartedness and fight burnout." Choose Your Attitude-- When you learn you have the power to choose your response to what life brings, you can look for the best and find opportunities you never imagined possible." Stores in the Coffee Bean chain were encouraged to use these principles to make the stores a fun place for employees and customers. The stores have created theme days where employees dress up for themes (NFL) dag, basketball day, pajama day)-and then give discounts to customers who do the same. There are also trivia games in which customers who can answer trivia questions get discounts on their coffee purchases. Nancy Feilen, a Coffee Bean store manager, explains, "We tried to come up with something that would help strike up a comversation with guests and engage fun in the stores for team members and guests." In other stores. customers play Coffee Craps. Customers who roll a 7 or an 11 get a free drink. Some stores have used Fear Factor Fridays: If the store sells a certain number of drinks, one of the baristas will agree to some act-in one case, a barista ate a cricket. The results? One store increased the average check by 12 percent in six months; turnover has decreased significantly-general managers typically left after 22 months with the chain but now stay an average of 31 months; and the turnover rate for hourly employees dropped to 69 percent from more than 200 percent over a threerear period. S0 where would you rather work-Initech or Coffee Bean? L. How would you gauge Peter Gibbons's achievement orientation? What are some of the needs not being met for Peter at Initech? What changes might improve Peter's motivation? 2. Would you judge the leaders at Initech as more likely to invoke the Pygmalion or the Golem effect? What you judge the leaders at Initech as more likely to invoke the Pygmalion the environment at the Coffee Bean-Pygmalion or Golem efle 3. Why has the Coffee Bean seen such a significant reduction in turnover? th 12,2004, v38 i2 p. 16, www.swlearning com/mangenten/management_news/motivation_1004_00t.hmi