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DRIVE: The surprising truth about what motivates us
Career analyst Dan Pink examines the puzzle of motivation, starting with a fact that social scientists know but most managers don't: Traditional rewards aren't always as effective as we think. Listen for illuminating stories -- and maybe, a way forward.
Drive: What Motivates Us
Three factors lead to better performance:
• Autonomy – being self-directed; How can you have more autonomy at work and in life?
• Mastery—getting better at something; What are you getting better at doing every day?
• Purpose—making a contribution; What is your purpose?
Jan Gunnarsson is a hospitality industry veteran from Sweden who exhibits a refreshing take upon customer service and leadership. Jan believes customer experience is not in the first place about strategies and tactics but about the attitude we bring. Jan talks about how the heart of a business is an attitude of yourself. Hostmanship is the book he wrote with Olle Blohm. Hostmanship really is about giving. It's about sharing a part of yourself and your knowledge. Jan inspires us by the simple belief that we should never be forgetting that people who have contacted you are an extension of yourself. It is about understanding that, in that moment, you are an important part of her life. Not only because you have the answer to her question, but you are also the person she has chosen to turn to.
Hostmanship is about making people feel welcome. What does it mean to feel welcome?
When we treat people as guests, they cease to be customers. They aren't the next appointment, the next interruption, the next distraction. They are people who have real lives and real needs, and they've come to us to have at least one of those needs met. What are our guests’ needs?
“What I say or don’t say…, what I do or don’t do… matters.” How does this apply to interactions with our guests?
Responsibility is the initiative we take to meet our guest’s needs. It is not simply doing what is required by the job description, but being responsible for the organization's care of the guest. Assuming responsibility means seeing your business through our guest's eyes. What do guests expect of you? How can you help to ensure that the guest benefits from what you do? In short, how can you take responsibility for your guest's success?
Behind responsibility is a commitment or a promise. The promise can be anything, but it is what you say you will provide to your guests. It might be an ad that made the promise or information a colleague in another department provided. Our guests expect you to keep that promise. What is the promise we make to guests of CSCC? When is our promise broken and what consequences should it have?
Hostmanship is a Choice. What personal changes will you choose to make to develop your Hostmanship attitude?
What changes does your team need to develop and how will you help to achieve this?
How can you develop and support the people around you to demonstrate true Hostmanship?
Identify 3 priorities for which you will accept responsibility that will make a difference to the Hostmanship provided to guests of CSCC?
Dr. Barbara Fredrickson, Kenan Distinguished Professor of Psychology at the University of North Carolina at Chapel Hill, discusses her new book, "Positivity" that focuses on what positivity is, and why it needs to be heartfelt to be effective.
The Positivity Ration indicates that we need 3 positive emotions for every negative emotion, but many fall well short of that. Discuss your positivity ratio over the past week. Was this typical?
You can raise your positivity ratio by creating a positive mindset, being open to the goodness and keeping negativity in check. Identify 3 specific ways you can raise your positivity ratio this week.
What are the activities that make you come alive or add more joy or peace to your life? Make a commitment to invest in doing 2 of those activities in the next few days.
This animate was adapted from a talk given at the RSA by Sir Ken Robinson, world renowned education and creativity expert and recipient of the RSA's Benjamin Franklin award.
Changing Education Paradigms
Discuss how education is modeled on the interests and image of industrialists, such as “production line mentality” and “standardization.” Has this been an effective model for education?
How can we incorporate Divergent Thinking (the ability to identify many possible answers) into our educational institution?
“Most great learning happens in groups. Collaboration is the stuff of growth.” Share your learning experiences; how effective was group learning compared to individualized study?
We believe that we should work to be happy, but could that be backwards? In this fast-moving and entertaining talk from TEDxBloomington, psychologist Shawn Achor argues that actually happiness inspires productivity.
The Happiness Advantage
Discuss how the lens through which you view your world shapes reality. What is the lens you have at work and how does it affect your day-to-day interactions with others?
Which formula for success do you most agree with and why?
- Increased success leads to more happiness.
- Increase happiness leads to more success.
The Happiness Advantage model indicates you can create lasting positive change by training your brain using the following techniques for 21 days:
- 3 Gratitudes –write down 3 new things for which you are grateful daily
- Journaling – write 1 positive experience within the past 24 hours daily
- Exercising – incorporate physical activity into daily routine
- Meditation—set aside focused quiet time daily
- Random Acts of Kindness—praise or thank others daily
Make a commitment to engage in these activities for the next 21 days.
In The Simple Truths of Service, Ken Blanchard and Barbara Glanz tell the inspirational story of Johnny, a 19-year-old bagger with Down syndrome. Johnny decided to personalize his service to his customers by dropping a thought for the day in each bag. Customers loved it and the spirit of service that Johnny started transformed the store. The Simple Truths of Service describes ten things that you can do to create a great service culture, including using outside-the-box thinking, starting with a clear vision that everyone catches and going the extra mile. Great customer service brings customers back, but the final Simple Truth of Service is this: Great service comes from the heart.
Go to Simple Truths of Service slideshow.
Any organization can explain what it does; some can explain how they do it; but very few can clearly articulate why. Inspired organizations think, act and communicate their purpose – the WHY. Why is not money or profit – those are results. WHY does your organization exist? WHY does it do the things it does? WHY do customers come to you over other options? What is your organizations purpose?
People don’t buy what you do, they buy why you do it. They do business with people
who believe what they believe. How does your organization convey the WHY to your customers?
Talk about the valuable lesson of the video: When we stop trying, we fail. We can’t rest on our laurels. When have you stopped trying? What was the result?
The speaker identifies 8 Secrets to Success:
- Passion – love what you are doing
- Work hard
- Focus on what’s important
- Push yourself
- Ideas – listen, observe, problem solve, make connections, ask questions, be curious
- Improve – get better
- Serve – do good work
- Persist – never give up
What is keeping you from being successful? How can you incorporate these principles in your work to be more successful?
Compare the ladder to success vs. circle of success.