Sunday, December 19, 2010

Improving Staff Performance

Improving Staff Performance

The cognitive theories of motivation are divided into two contrasting approaches: content theories and process theories. They both  help the manager to predict likely behaviour  of staff in given situations.
Content theories attempt to explain those specific things that actually motivate the individual at work. These theories are concerned with identifying people’s needs and their relative strengths, and the goals they pursue in order to satisfy these needs. Content theories place emphasis on the nature of needs and what motivates.
Process theories attempt to identify the relationship among the dynamic variables that make up motivation. These theories are concerned more with how behaviour is initiated, directed and sustained. Process theories place emphasis on the actual process of motivation and how does it motivates.
(Mullins 2010: 259,260)

The organisation which I have chosen is Crowne Plaza Hotels. My friend is working there as a waiter so I asked him some questions. After small interview I can find that this hotel allows employees out for breakfast and lunch so that employees can enjoy a break and are supplied with food and beverages. The staff is provided with medical assessment which is safety perk. Another bonus provided by the hotel is that after working there for one year the staff can join a discount programme and company sick pay. One Crowne Plaza hotel’s main idea is to develop excellent working relationship between the workforces. There is a fun and friendly atmosphere in the workplace, employees trust and support each other which helps good relations. Each person feels a sense of belonging and as a part of growing company. They form powerful and winning team’s which share common goals and they know while helping each other can achieve more. To aid in the good relations, the company organises a lot of social events to help people get to know more about each other and to make their bonds stronger. They are also given special attention and appreciation when they achieve something, this aids confidence in what they are doing. Each member of the staff treats every decision made as if it was his own company, he is aware of the responsibility  which is taken. Employees can develop their skills because they are encouraged to put forward their ideas which may improve the running of the business. Everyone has career opportunity which is challenging and stimulates work. If a person is identified as one who has the skills and knowledge to be promoted he may be placed on a development programme to aid in his being able to see his career path and prospects.

           The process theory I chose for the Crowne Plaza Hotels is Goal theory.
           This theory is based mainly  on the work of Locke. The basic premise of goal theory is that people’s goals or intentions play an important part in determining behavior. Locke accepts the importance of perceived value and suggests that these values give rise to the experience of emotions and desires. People strive to achieve  goals in order to satisfy their emotions and desires. Goals guide people’s responses and actions. Goals direct work behavior and performance and lead to certain consequences or feedback. Locke subsequently pointed out that that ‘goal-setting is more appropriately  viewed as a motivational technique rather than as a formal theory of motivation’.
(Mullins 2010: 276, 278)

The belief of the Company is that people do better job if they are well informed. Also upon start of employment each employee is provided with  learning & training about customer care, setting high standards and food hygiene knowledge. It is really essential to give employee feeling of having learned something. They are getting feedback on the quality programmes, leader gives the directions with leeway. If the worker is doing well done work, manager praise employee for performance. The staff feel as a part of everyone’s daily life, they do not accept second best and always give 100% to each other, to guests and to partners, suppliers. Board welcome  a different perspectives and listen to everyone’s ideas. They develop the potential of the workforce to allow for effective succession planning across the business which allow employees feel sense of achievement. There is ‘stay in’ scheme: it is an opportunity to stay overnight in the hotel and provide employer constructive feedback after the visit. The Crowne Plaza hotels use incentives for instance career opportunity to become an employee of the quarter or year. There is a chance for up-sell bonus which is added to salary when sufficient additional expectations are met.

Summing up it is really essential for the business to motivate its staff in a proper way because only thanks to it they can improve employees’ performance. There is a lots of motivation theories board of directors can use. By means of the them they make their workers willing to work and to do their best. It is also very important to make them satisfied about their work. That will result in the customer satisfaction. If the clientele is pleased then the company is also contented.

Reference list:
Mullins, L. (2010) Management and Organisational Behaviour. 9th ed. England: Prentice Hall

1 comment:

  1. A good blog Magda, you detail the differences well, be sure to show your own knowledge and understanding too. Good examples from the Crowne Plaza used, and appropriate links made back to goal theory, well done. Again heavy reliance on the text, try and use your own words sometimes.