UBI 238 Recognizing and Motivating Staff Instructor: Roy Gonzales, HROD Manager

Overview Going to talk about Motivation theory Going to talk about Recognition theory Going to talk about what they really mean Going to talk about what you can do

Introductions Who are you? Where do you work/position? How many people do you supervise? What did you hope to get out of this session?

ME Roy Gonzales Physical Plant Manager of Human Resources and Organizational Development 10 years at CSUF 35 years overall

Disclaimer Probably going to say things that you don’t agree with – feel free to argue with me!

What Motivates People? Maslow – Heirarchy of Needs Herzberg – Motivators and Demotivators Theory G (Investing in Your Staff)

Going to start with a Cartoon

Basic Concepts (Theory G) What gets rewarded gets repeated No one is motivated by punishment We all do what is in our own (perceived) best interest It’s YOUR fault

MASLOW Hierarchy of Needs Abraham Maslow developed the theory that we have different levels of need. The key to Maslow’s hierarchy is that each level needs to be satisfied before someone can move to the next level.

MASLOW Hierarchy of Needs Work Ego/Self Actualization Career Advancement Recognition Promotion/$$$ Belonging Friends/Committees Security Pass Probation Safety Job

HERZBERG–Theory X & Y Fredrick Herzberg developed the theory that managers fall into two types and that all of us fall on the continuum somewhere between the two extremes X _________________|_________________ Y

HERZBERG–Theory X & Y Theory X – People are lazy and don’t want to work and need to be pushed to work

HERZBERG–Theory X &Y Theory Y – People want to work and will work hard if given the chance Which are you?

Motivators/Demotivators Achievement Recognition Nature of the work Responsibility

Motivators/Demotivators Money Title Policies/Procedures Supervision Once they are met, they stop motivating They are only an issue if they are missing

Theory G - The Gonzales Theory Theory G states that organizations work best from the bottom up. Front line staff should be empowered to do their jobs and the successive levels of management above them should be in the business of helping them be successful.

Theory G - The Gonzales Theory Staff Lead Supervisor Manager Director VP President Each level should support level above them

Theory G - The Gonzales Theory Staff know how to do their jobs better than their managers Staff know what needs to be done to be successful Staff want to be successful and will work hard to get there Your Job is to Help Them

What Motivates Staff A number of studies have been done to show what motivates staff. These studies consistently show that what managers think motivate staff is different than what staff says will motivate them

What doesn’t motivate people $

What Motivates Staff Management Thinks Wages Security Promotion/Growth Maslow Thinks Safety Security Recognition Security/Recognition Self-Actualization Management Thinks Wages Security Promotion/Growth Working Conditions Interesting Work

What Motivates Staff Staff Says Appreciation Involvement Proper Training Wages Personal Concern Maslow Says Recognition Self-Actualization Safety Belonging/Recognition

Orange County Register Is Money a Motivator? Caddie for Vijay Singh: Talk about a thankless job. Here’s all you need to know about Singh, the PGA tour Player of the Year in 2004, when he set a tour record with nearly $11 million in prize money: His longtime caddie, Dave Renwick, quit after making more than $1 million carrying Vijay’s bag that year. Randy Youngman Orange County Register 8/13/06

Is money a motivator? 1.1 Million Dollars ! ! !

Orange County Register WHY ??? “I never got a ‘Good Morning’ from Vijay or ‘Good club’ after a shot or ‘Have a nice night’ at the end of the day,” Renwick told Golf World magazine. “It was either nothing or a negative if he did speak to me.” Randy Youngman Orange County Register 8/13/06

Is money a motivator? 1.1 Million Dollars ! ! !

Super Bowl Quarterbacks Eli Manning - $20 million Tom Brady - $25 million Eli Manning ?

There’s not enough of it! Why doesn’t money work? There’s not enough of it!

Why doesn’t money work? It’s not about the money, it’s about what the money represents! Respect Appreciation

what really motivates people? What do employees want from their jobs?

Survey – GHR Training Solutions (2001) Factor Manager Employee Good wages 1 5 Job Security 2 4 Promotion/Growth Opportunities 3 7 Good working conditions 9 Interesting work 6 Personal loyalty to workers 8 Tactful disciplining 10 Full appreciation for work done Sympathetic help on personal problems Feeling “in” on things

Supervisors & Motivation The number one thing you can do as a supervisor is to provide: Personal Recognition

Recognition -The Four Keys Recognition is #1 Motivator Should be timely Should be appropriate for the action/effort Should be meaningful to the individual Should be public

What gets Rewarded gets Repeated!

What gets Rewarded gets Repeated!

What gets Rewarded gets Repeated!

More work Recognition Concepts How do we reward bad behavior? Ignore Give in Shift work How do we reward good work? More work

What do we NEED to reward? What are we rewarding? Poor performance Not doing the job right Lack of responsibility Poor attendance Acting out What do we NEED to reward?

What can you do without money Physical Plant No Cost Recognition Ideas

What can you do in the system? Investing in Your Staff Creating Development Opportunities

Recognition programs Some sample recognition programs Custodial Services Riot Recognition 100% Club

Titan Excellence Awards Always nominate someone Address all the items Get 2 – 3 Additional Statements

TItan excellence awards Creativity How has the employee changed things? What does the employee do that is different New Policies, New Processes, New Services “…makes an effort to identify ways to complete the work that will save money, reduce waste and improve productivity…”

Titan excellence award Initiative What has the employee suggested How is the employee moving things forward Suggestions, Problem-Solving, Changes “… makes an effort to look for materials, processes and process improvements and to present them as alternatives.”

Titan Excellence Awards Leadership and/or Teamwork How does the employee own their job? How does the employee support teamwork Vision, Coordination, Volunteering “… using his knowledge and experience to help improve the work processes, training other staff in work procedures…”

Titan excellence award Promotion of the University’s Image How do the employee’s actions positively affect student and visitor experience Appearance, Convenience, Service “… is committed to doing quality work in order to maintain or improve the physical appearance of the campus.”

Titan Excellence Award Special Contributions How does the employee stand out or add value to the department Excellence, Role Model, Commitment “… commitment to producing a top-quality product on time and on or under budget helps the whole campus to better utilize resources...”

Titan excellence awards Additional Comments What do people need to know about the employee Employee deserves the award “… provides excellent customer service and understands and communicates effectively with customers regarding their needs.”

Investing in your staff Your staff are your most important resource You need to invest your time & energy Coaching Mentoring Career Development Investing in Your Staff The Big Picture

Circle of Life

It’s your fault If your staff is motivated and productive – it’s your fault! If your staff is not motivated – it’s your fault! If your staff are not motivated, you need to change what you do

The good news You can begin to motivate your staff Today!

What to do? Express personal concern Invest your time and energy Provide clear directions Provide clear and open communications Express your APPRECIATION! Total cost = $0

DISCUSSION Why am I wrong?

Wrap-Up Discussion What gets rewarded gets repeated Staff will motivate themselves The best motivation is a personal thank you You are responsible for how your staff performs