MOHVATIDN Based on the Case # 1: LEADERSHIP CROSSROADS 1. Define motivation. 2. What is intrinsic and extrinsic motivation? 3. What factors influence motivation? 4. Can you tell what may have motivated agents to behave or perform as described in the incident reports the Quality team submitted? Which of these are intrinsic or extrinsic? 5. Can you tell vuhat the Quality and Workforce teams might have understood as the agents' motivations for performing the way theyr did? How about senior management? 5. What may have prompted the Quality team to escalate these agents and their managers to senior management? T. Do you thinkthe agents' motivations, and therefore their performance. as being influenced? If you answered 'Yes'. what could have influenced their motivations? 8. Are these inuences controllable or uncontrollable? EJqJIain your answer. 9. Can motivations be adjusted or changed? 10. Is there anything that the team managers should have done to help their agents adjust or change their motivations? If you answered *Yes'. what actions could these have been? 11. What role do team managers play in individual motivation? Team motivation? 12. What should the team managers have done to help agents adjust or change their motivations? 13. Who is responsible for the agents' motivations? Explain your answer. 14. Do you believe that an agent can have a different set of motivations compared to those of his teammates? 15. Based on what we know about the OM, do you think he is motivated? In what way? 15. What situation{s} clearly illustrate his being motivated? 1?. In the team managers'tCrM's place, vuhat would you do to influence better motivation and. as a consequence. better performance