| In the constantly changing world of Call | | | | opportunity to ask the question or giving |
| Centers, asking agents to adapt to ever | | | | them examples of the WIIFM can make accepting |
| increasing demands, responsibilities and | | | | change, or receiving coaching |
| performance can be a challenge to even the | | | | easier.Actually, WIIFM is just another way to |
| most involved of managers. Being able to | | | | motivate your people that may or may not |
| create buy in is always challenging, but if | | | | consist of monetary goals. Not everyone in |
| you can answer the WIIFM question you will be | | | | your employment is motivated by more money, |
| ahead of the game.While some people may think | | | | or it may not be their primary motivator. |
| that the WIIFM question is selfish and self | | | | For example, I am completely motivated by |
| serving, I want to challenge that notion. | | | | praise. I can go a long way on an "atta |
| Very few of us are willing to be completely | | | | girl". If you get specific about why and |
| altruistic in our daily endeavors. We hold | | | | where you think I am doing a good job, I will |
| down jobs and invest in careers for diverse | | | | double my efforts to be valued, appreciated |
| reasons but the bottom line is that the work | | | | and praised. I will even ask for praise when |
| we do provides us the means to live the way | | | | I need it. However, when I work in a |
| we choose. When we can no longer see the | | | | situation where I don't feel valued or |
| WIIFM because we are bogged down in the | | | | appreciated, all the money in the bank won't |
| challenges of our daily tasks, we no longer | | | | keep me satisfied. Do you know what |
| feel compelled to perform those tasks.So, let | | | | motivates your employees to perform? Can |
| me ask you a few questions. Why do you work? | | | | your employees answer that question for |
| Is the work you do important to you or is it | | | | you?When your employees see the WIIFM they |
| just the means to a different end? Do your | | | | can make informed decisions about their |
| goals include continuing to do the job you | | | | contributions. It provides focus and can |
| are currently in or do you intend to make a | | | | create target goals to strive for. Answering |
| career change? How does the job you're | | | | the WIIFM question can alleviate fears and |
| performing now fit into your goals? In other | | | | frustration, help employees navigate change |
| words "What's in it for you?"Now that you | | | | and even provide a reason to excel. If you |
| have thought about your WIIFM answers how can | | | | could help every employee ask and answer the |
| you provide the WIIFM for the people that | | | | "what's in it for me?" question would it make |
| work for you? I know that in a busy Call | | | | your job easier? Would it give you the tools |
| Center getting to know every employee's hopes | | | | you needed to provide better motivational |
| and aspirations can be difficult at best. | | | | messages, contests, and benefits? Could |
| However, giving them the tools to ask and | | | | helping your employees understand "what's in |
| answer their own WIIFM questions can lead to | | | | it for me" improve productivity, retention, |
| a happier and more productive agent. When | | | | or employee satisfaction? WIIFM can work for |
| discussing new policies, coaching for better | | | | you; all you have to do is ask the right |
| performance, or talking about the direction | | | | questions.Carole Sue Jones is a contributing |
| of the organization...keep in mind "what is | | | | writer for Interactive Quality Solutions. |
| in it for me (them)." They may not know the | | | | She is a training professional and |
| answer or they may not be able to see it | | | | instructional designer focused on management |
| during the discussions. Giving them the | | | | development. |