Service
Motivation
Creates & sustains organizational culture that encourages others to provide the quality of service essential to high performance, and meaningful contribution to mission.
Leadership Levels
Organization/Staff
Projects a positive image of the Organization and of its people, both at work and in the community; maintain a professional appearance.
​
Transactional
Visibly serves as a role model to reflect a commitment to serve others; leads by example, e.g., makes personal sacrifices when necessary to ensure services are provided quickly and efficiently.
​
Relational
Considers the impact of organizational activity on the public when designing programs.
​
Transformational
Focuses all employees on improving service, e.g., holds employee forums to initiate service quality discussions.
Competency
Behavior Indicators
Assumes personal responsibility to engender trust.
​
Acts in concert with the understanding that public service has an ultimate responsibility to the customer, rather than the institution.
​
Creates a workplace culture fostering performance, pride, purpose.
​
Helps staff connect the organization’s mission to public service.
​
Regularly, clearly, and enthusiastically communicates to employees high expectations for good customer service.
​
Sets unit goals and develops procedures and standards dedicated to serving internal and external customers.
​
Supports personnel, training, procedural and technology strategies ensuring competent, reliable, and appropriate service and products.
Leadership Essential
"You can provide the environment, climate, or atmosphere for motivation. The tough-minded manager learns that one of the most challenging and thrilling experiences in life is to develop ordinary people into extraordinary people.” —J.D. Batten
Influencing a Culture of Service
Training Formula
All managers can impact motivation by understanding the differences between maintenance and motivation, using tangible and intangible rewards, and focusing on appealing to a sense of belonging and importance.
​
Context
Respect and value the differences in others. Accept that the only sustainable competitive advantage is found in human resources. This module, applies Human Relations Principles that build trust, and identify opportunities to recognize and develop the human potential
​
Objectives:
-
Examine work environments and identify motivation levels
-
Identify motivation factors and tools to increase motivation
-
Apply principles to build relationships and commitment levels
-
Accentuate the positive in specific, measurable terms
Training Tools & Resources
Culture
Building
Trust &
Dysfunction
Ethical
Leadership
Development Activity
Corporate Volunteer Programs allow employers to connect by supporting charitable pursuits important to their employees.
​
Samples of Developmental Assignments:
-
Form a group and write mission, vision, & values statements.
-
Do an assessment of your work unit’s organizational culture.
-
Write a public service statement for your work.
-
Participate in a volunteer service programs.
-
Volunteer or mentor in local public schools.
-
Serve as a Mentor and/or Coach.
Volunteer Service Project
