MOTIVATION

AT THE
WORKPLACE

KS402DE02 - LEADERSHIP AND MANAGEMENT SKILLS IN HOSPITALITY

| LECTURER: Lam Thi Thanh Van, MSc.

Objectives

▪ Explain common employee expectations of their leaders.

▪ Define the term motivation and explain the leader’s responsibility to
motivate his or her employees.
▪ Define the motivation process
▪ Discuss the essential points of current theories and practices for
motivating employees on the job.
▪ Explain the challenge of applying common motivational theories in the
hospitality work environment.
Let’s Answer These Questions
WHY DO YOU STUDY?

What make us struggle out of bed every morning, stumble through

breakfast, and might fight rush hour traffic, when it could be much
nicer just to lie on our beds, watch a movie with a bowl of popcorn?

WHY DO YOU WORK?

WHY DO WE GO TO SCHOOL?

WHY DO WE WORK?
 WATCH THIS VIDEO
AND
LIST OUT WHICH MESSAGE(S)
THAT “HIT” YOU THE MOST
 What is Motivation?
Motivation is anything that affects behavior in pursuing a certain
outcome.

Motivation is an internal state (like attitude) and only controlled by

the individual.
 Motivation, How?
▪ Create a workplace that help employees satisfy psychological
needs as well as the needs for income;
▪ Set clear goals for employee performance;
▪ Encourage good performance through rewards and reinforcement;
▪ Maintain open communication with all employees.
The Important of Motivation
▪ Higher employee performance rate
▪ Higher retention rate
▪ Lower turnover and absenteeism rate
▪ Maintain productivity
▪ More creativity
Innovation Infrastucture
▪ Better Organizational Image Explain your most powerful factor Explain your most powerful factor

▪ Better Workplace to define how the company's daily

operations can be done. Most
people often explain the key factor
depends on the primaries and
secondary products/services data.
to define how the company's daily
operations can be done. Most
people often explain the key factor
depends on the primaries and
secondary products/services data.
 MOTIVATION PROCESS
Personality Perception
Learning Attitude
Unfulfilled Goal or
Needs, Wants, Need
and Desire Tension Drive Behavior Fulfillment

01 02 03 04 05

Reduce Tension

Source: Lussier R.N. and Achua C.F. (2010). Leadership: Theory, Application and Skill Development (4th ed.), Thompson Corporation
 TYPE OF MOTIVATION

Source: Textbook Supervision in the hospitality industry - Figure 6.1 page 196
Intrinsic is the type of motivation which
comes from within a person to do a

Motivation
task or achieve a particular goal.

act without any obvious simply enjoy an activity or see

external rewards it as an opportunity to
explore, learn, and actualize
Intrinsic Driven By

Motivation
CORPORATION
CHALLENGE

CURIOSITY SELF-RECOGNITION
Extrinsic is the type of motivation which
drives an individual due to external
forces or parameters.

Motivation
act with any obvious best applied in situations where
external rewards. people have little initial interest in
performing the activity, or in cases
where basic skills are lacking.
Extrinsic Driven By

Motivation
FINANCIAL BONUS REWARDS PROMOTION

APPRECIATION COMPETITION
Positive is the type of motivation which
drives an individual by offering

Motivation
positive honor and rewards for
performing a task.

is rewarded by financial benefits, promotions, etc.. which drives an

individual to work hard.
Negative is a type of motivation where fear
and threat are used as a parameter

Motivation
to get the work done.

With this type of motivation, individuals are threatened with things like
demotion, reducing benefits, withdrawing merits, etc.…
 Maslow’s Hierarchy of Needs
(Pyramid of needs) Theories of Motivation

Challenging Job

Job Title

Friends at Work

Benefits and Pension Plan

Salary

Source : Motivation Overview retrieved from http://www.uri.edu/research/lrc/scholl/webnotes/Motivation.htm

 HERZBERG’S TWO FACTOR (MOTIVATOR VS. HYGIENE)
Frederick Herzberg developed the model in 1959. He did this by interviewing over 200 professionals. The interviews delved into
when the interviewees were at their most and least happiest with their jobs.

JOB SATISFACTION Improving the JOB DISSATISFACTION

Influenced By Motivator Factor Influenced By
Customer Segments

to Increase Job
Motivator Factors Hygiene Factors
• Content
Satisfaction • Languages
• Trending Topics
• Geographical
•ACHIEVEMENT
•RECOGNITION •WORKING CONDITIONS
Improving the •COWORKER RELATIONS
•RESPONSIBILITY Hygiene Factors
Channels

•THE WORK ITSELF •POLICIES AND RULES

Decrease • Word of Mouth

•ADVANCEMENT
• AdSense •SUPERVISOR QUALITY
Job Dissatisfaction • Social Media
•
•BASE WAGE, SALARY
Offline Advertising

•PERSONAL GROWTH

Theories of Motivation
Source: https://courses.lumenlearning.com/wm-organizationalbehavior/chapter/need-based-theories/
McClelland’s is also known as Three Needs Theory, Acquired Needs and
Achievement Theory of Motivation;
was developed by world-renowned American psychologist
Motivation Theory David McClelland in the 1960s;
provides in-depth analysis about how and what needs are
and how an individual should approach them.

Need For Need For Need For

Achievement Power Affiliation
(nACH) (nPower) (nAFF)

The desire to do something The desire to control The desire to establish and
better and more efficiently, others, to influence their maintain friendly and warm
to solve problems, or to behavior, or to be relation with others
master complex tasks responsible for others

Theories of Motivation Source: https://courses.lumenlearning.com/wm-organizationalbehavior/chapter/need-based-theories/

How to Provide Setting a good example
A Positive Work Climate Establishing a climate of honesty

MANAGER/
LEADER

Providing an attractive job

environment
JOB
INDIVIDUAL Providing safe and secure
Getting to know the employees, personally; work environment

Dealing with their security and social needs; Making the job interesting
and challenging
Rewarding and developing them.

TAKEAWAY MESSAGES
 HOMEWOR
K
Read chapter 10 – Employee Training and Development
Textbook “Supervision in the Hospitality Industry - Leading Human
Resources”.
Read and answer the Case Study # 1 – A “hotel within a hotel” in
Bangkok

Deadline:
Submission subject : [Your group #]_[A hotel within a hotel case]
Submission form : Words
 Thank You!
Q&A

Have a Motivational Week!

REFERENCES
▪ Woods R.H. and King J.Z. (2010), Leadership and Management in the Hospitality industry
(3rd ed.), American Hotel and Lodging Association.
▪ Lussier R.N. and Achua C.F. (2010). Leadership: Theory, Application and Skill
Development (4th ed.), Thompson Corporation.
▪ Miller, J.E., Walker, J.R. & Drummond, K.E. (2010). Supervision in the hospitality –
Applied Human Resources. (6th ed.). John Wiley & Sons
▪ Need Based Theories. Achieved from https://courses.lumenlearning.com/wm
organizational behavior/chapter/need-based-theories/