Before you answer the question about your theory of motivation, let me give you another question that might influence your answer.
What is 70 years old and more relevant than ever?
Think about everything that’s happened in the last seven decades.
Or if you happened to read one of my recent blogs, I think you would agree that the pace of change is accelerating exponentially.
Regardless of your theory of motivation, what I know for certain after traveling the globe is that senior leaders want the front line to act like owners. This means behaving to protect the financial interests of the company while serving and retaining customers.
What I know for certain after talking to literally hundreds of thousands of front line associates is that what they want is honesty and clarity from the senior leaders, and for the organization to provide them training (skills) and development.
That’s why regardless of your theory of motivation the American Society of Training and Development had it right seven decades ago.
What creates intense and sustainable employee engagement?
The type of employee engagement that inspires people to do the right thing, the right way at the right time, for the right reason?
This type of engagement is not attributed to branding, slogans, or programs of the year.
The type of employee engagement, the type leads to exceptional customer experiences is created when the interest of the senior leaders and the front line are aligned.
To create this type of engagement requires providing meaningful skills and ongoing development to everyone in the organization, and especially the front line.
The only way this can happen is when Training and Organizational Development professionals and managers are aligned with shared metrics.
That’s why I am so excited to be contributing to the June edition of T+D magazine. I will be writing about how the keys of engagement lead to exceptional customer experiences.
So, what is your theory of motivation?
It better involve providing Training and Development to your front line.