1.       : Assume that you are a frontline manager at a call center. Try to come up with a specific motivational idea that fits into each of the four

Identify sources of leader power and the tactics that leaders use to influence others.

1.      : Have the successes of sales associates such as Katherine or Damien created a situation in which customers’ loyalty to particular salespeople is stronger than their loyalty to the store? For example, if a successful associate leaves Morgan’s, might the customer leave also?

1.      : Do you think the complaints of lower-paid sales associates are legitimate? Why or why not? How do you suggest that Lauren respond to these complaints, such as the gripe that the system offers few opportunities for large commissions in some departments?

1.      What do you see as the advantages and disadvantages of the incentive system that Morgan’s is using for sales associates? What impact do you think it is having on the Morgan’s culture? Explain.

1.      : Recommend strongly to the president that Tacoma pay the bonuses as promised. The legal contracts and financial situation don’t matter. Be prepared to resign if the bonuses are not paid as you promised. Your word and a motivated sales team mean everything to you.

1.      : Recommend a meeting with the sales representatives entitled to a bonus and tell them that the company’s deteriorating financial situation triggers one of the contingency clauses in their contract so the company won’t be issuing their bonus checks. Tacoma will just have to deal with the negative impact on sales rep motivation.

1.      : Recommend to the president that a meeting be arranged with the sales representatives entitled to a bonus and tell them that their checks were going to be delayed until Tacoma’s financial picture clarified. The sales reps would be told that the company had a legal right to delay payment and that it may not be able to pay the bonuses if its financial situation continues to deteriorate.

What Motivates You?

1.       : A Gallup survey showed that highly educated workers are significantly less likely to be engaged than are those with a high school diploma or less. What might be some reasons for this lower level of engagement among more-educated employees?

1.       : Why do you think empowerment increases motivation? Do you see any ways in which a manager’s empowerment efforts might contribute to demotivation among employees? Discuss.

1.       : Use Herzberg’s two-factor theory to explain why motivation seems to be high and turnover low at Publix, based on the information provided in the chapter opening example.

1.       : A survey of teachers found that two of the most important rewards were the belief that their work was important and a feeling of accomplishment. According to Maslow’s hierarchy of needs theory, what needs do these rewards meet?