Select the best answers/ Discussion Topic

You now work for FedEx, where you’re the director of training for the Southwest Region. Jordan, a friend of one of your subordinates, has applied for the open position of orientation trainer. He has excellent credentials and he says he is leaving his current employer because FedEx pays higher salaries and offers better benefits for the same amount of work. The FedEx office is also much more convenient for him, because it shortens his daily commute. Which contemporary view of motivation does Jordan’s situation describe?

1. Goal setting theory

2. Expectancy theory

3.Equity theory

4. Reinforcement theory

You’ve hired Jordan to be one of your FedEx trainers. Three months later, you conduct his first performance review. You mention that if he maintains his superior performance for the next year, he will qualify for a higher-level job that entails considerable travel. When you hired him, he told you he prefers a short commute and values stable, predictable working hours because he coaches a Little League team. Applying expectancy theory, is Jordan likely to be motivated by the prospect of this promotion?

1. yes

2. no

FedEx is known for empowering its employees to be innovative and to satisfy customers. Which of the following are advantages of using employee empowerment to increase motivation?

a.Employees are motivated by having a stake in the company as their reward for performance.

b. Employees can fully utilize their talents within the framework of the decisions they are empowered to make.

c. Employees are motivated by having a say in what they do and how and when they do it.

d. Employees have the flexibility to exhibit the desired behavior in making decisions about achieving individual goals.

e. Employees feel more job satisfaction, have higher self-esteem, and are more committed to the organization when they’re empowered.

Your department has one month to design and install a one-time display fixture for a new Apple product unlike any the company has sold in the past. You need hands-on participation from Apple’s product engineers, retail executives, and sales managers to ensure that this new display fits the stores, accommodates the new product, and highlights special features of interest to customers. Which type of team should you form for this short-term assignment?

1. Virtual team, because members are not geographically in one place.

2.Problem-solving team, because this is a temporary assignment and the team will disband after designing the fixture

3.Cross-functional team, because you need members with complementary skill sets and perspectives to consult on design fixtures.

Part 2

Blanchard talks about the need for systems for customer service success. Give me two examples of systems that are mentioned in Raving Fans. Briefly explain.

Blanchard Says, “People have needs beyond the need for a product or a service”. What are one two of those needs? Briefly explain that need.

What did you think about this book? What did you learn from it?