Corina Stretch Puget Sound Energy Headquartered in Bellevue, - PDF document

Corina Stretch Puget Sound Energy Headquartered in Bellevue, Washington � Currently, an investor owned gas & electric � utility (NYSE:PSD) As Washington state's oldest and largest � energy utility, with a 6,000-square-mile service territory stretching across 11 Washington counties, primarily in the Puget Sound region, PSE serves more than 1 “Motivation in the Workplace” million electric customers and nearly PSE Customer Services Overview 700,000 natural gas customers. Strong residential base Corina Stretch � www.pse.com Call Center Facility Why Motivate? (Bothell location) 1. Increase productivity 325 employees � 2. Show we care 75,000 square foot facility � 3. Increase Morale Activities 4. Reduce Turnover � 5. Reduce Burnout Customer Access Center � 6. Reduce Stress Exception/Special Billing � 7. Increase Customer Satisfaction Payment Processing � 8. Collaborate Teams – No silos Credit & Collection � 9. Encourage Growth Customer Service Training � 10. Easier to come to work in positive atmosphere Differences of generation values, 10 tips for questionnaires on employee motivation beliefs and attitudes Not everyone WANTS the same thing but What is the 'primary aim' of your company? � 1. everyone NEEDS the same thing. What NEEDS What obstacles stop employees are you fulfilling for your employees? 2. performing to best effect? According to Dr. Stephen R. Covey, there are 4 � needs of all people What really motivates your staff? 3. For the Body – To Live � Do employees feel empowered? 4. For the Mind – To Learn � Are there any recent changes in the For the Heart – To Love � 5. company that might have affected For the Spirit – To Leave a Legacy � motivation? The only way to know how to motivate to � generation values, beliefs and attitudes is to ASK! 1 Disaster Recovery & Business Continuity

Corina Stretch Continued.. 10 tips for questionnaires on Best Practiced Questions to ASK! employee motivation Ask questions to establish how clear they � What are the patterns of motivation in your 6. are about your company's principles, company? priorities and mission. Are employee goals and company goals 7. Ask if motivated by financial rewards, � aligned? status, praise and acknowledgment, How do employees feel about the competition, job security, public 8. company? recognition, fear, perfectionism, results... How involved are employees in company Collect information from employees about � 9. development? their fears, thoughts and concerns relating to these events. 10. Is the company's internal image consistent with its external one? What motivates you in the workplace? � What de-motivates you in the workplace? � 5 Questions to help you gauge your motivation Identify the gaps Are you part of a team that makes you feel good? 1. Gaps in Leadership? – TRAP � What are the details of your daily tasks you most 2. Inconsistency among leadership team. enjoy and how can you incorporate more of those � into your life? Assuming others will motivate � Assuming they will motivate themselves � What are the details of your daily tasks that you 3. hate and how can you do less of those? Gaps in employees? – Work ethics � Builders � Can you end each day by envisioning the positive 4. Existers outcome of your work and the successes, even � the smallest ones? Cutters � Can you see the long-term rewards of what you're 5. doing? Sustaining rewards and motivation Why is it hard? � Time to spend People often say that motivation doesn't � � last. Well, neither does bathing.. that's why Money/Budget � we recommend it daily. Too much work/to keep it up � Zig Ziglar Fizzle/no more enthusiasm � Yesterday is History, Tomorrow is a � What can you do? � Mystery, Today is a GIFT, it’s your Recognize the small things � PRESENT – Kung Fu Panda Appreciate daily � Change committee members/Quarterly/daily � 2 Disaster Recovery & Business Continuity

Corina Stretch PSE Answers to: Seek advice and strategies from What motivates you in the workplace? other companies Addressing the positive in a negative, finding solutions to issues , 1. consistent acknowledgement in efforts of working a tough job. PSE Created new committee “Motivate in 2008” � Saying Thanks and job well done ! Pointing out the good efforts and a good that you do. Management � When someone from leadership says something positive to me 2. during my work day when I am in the act of doing my job. Resource Coordinators/Business Analysts � Friendly up beat, happy employees Safe & clean place to work. 3. Shop Stewards � Parties at work, Able to talk to your lead/supervisors without repercussions Agents � Being able to do different things other then my assigned job 4. When the company makes me feel like an individual. Short term 5. Goals. Best practices, LLC bestpractices@best-in- � I am also motivated when I am recognized for my abilities & backed 6. class.com up in with my decisions by management. Teamwork & a compliment from management when I've done a Dr. Stephen R. Covey www.stephencovey.com 7. � good job. www.businessballs.com Encouragement, praise of course, the feeling that I have done the � 8. job well and really helped someone, that somehow I have made a difference. And of course the very bottom line is the need to pay the bills and have a life. ������������������� PSE Answers to: What De-Motivates you in the workplace? Focusing on negative, Stats /percentages that always seem to be 1. �������������������� looming overhead, micromanaging. ����������������������� Other co workers not contributing to team work or the overall 2. progress toward the goal. ������������������ Work related stress... feeling overwhelmed by the work unable to 3. get finished because of the volume of calls....getting off a call and ������������������ !�"# feeling like I have been beat up by the caller (doesn't happen often). ��$$����%�&'�����!���� Micromanaging 4. (")!("(!�*+� Worries about having your lead/supervisor not understand when 5. you are trying to learn something or make an honest mistake. ��������������,-������ What De-motivates me is the repetitive calls I get daily 6. Lack of communication between myself, co-workers & 7. management. We all need to work together instead of working against each other. Running out of Ice! Hahaha 8. 3 Disaster Recovery & Business Continuity