This session is for leaders who want to harness a motivated workforce to deliver successful outcomes for their customers. This session will explore:

• The science of motivation – and how motivation ultimately fuels a great customer experience.
• The psychological considerations that will ensure you get the best from your implementations.
• The technology that can support your evolving workforce – and the key psychology principles underpinning these solutions.

Q&A:

Anon, “Hi Matt, It seems that employee adaptability is more relevant now, but where should the line be drawn, as you can’t give employees complete free range on responsibilities”

Matt’s reply: “That’s a great question – thanks for asking it.

Ultimately, the level of autonomy that front-line colleagues should have depends upon the levels of trust and capability within the team – and so it’s important to monitor and seek to improve these two factors. Using systems and tools to make it easy for colleagues to help themselves, and to provide transparency around their actions, is also really helpful.

I think the balance you referred to comes from:-

(1) continual two-way open communication to better understand levels of  trust and capability; and

(2) managers challenging themselves to focus on building trust and capability and continually looking for opportunities to increase autonomy/ control to colleagues where they can (accepting there will always be some areas where it is more difficult) rather than seeking to keep things as they have always been.

I hope that helps. Thanks again for the question.”

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