Unit 4-Motivation

Berelson and Steiner: -" A motive is an inner state that energizes activates, or moves and directs or
channels behavior goals".
Importance of Motivation
1. High Performance: -.Motivated employee’s write put maximum efforts for achieving
organizational goals. Better performance will also result in higher productivity. The cost of
production can also be brought down if productivity is raised.
2. Low employee Turnover and Absenteeism: -When the employees are not satisfied with
their job then they will leave it whenever they get an alternative offer. The dissatisfaction
among employees also increases absenteeism.
3. Better Organizational Images: -Those enterprises which offer better monetary and non-
monetary facilities to their employees have a better image among them. Such concerns are
successful in attracting better qualified and experienced persons.
4. Better Industrial Relations: -A good motivational system will create job satisfaction among
employees. The employment will offer those better service conditions and various other
incentives. There will be an atmosphere of confidence among employers and employees.
5. Acceptability to Change: -The changing social an industrial situations will require changes
and improvements in the working of enterprises. There will be a need to introduce new and
better methods of work from time to time. Generally employees resist changes for fear of an
adverse effect on their employment.

Motivation is the driving force that initiates and sustains an individual's behavior, directing it
towards achieving specific goals or outcomes. There are several types of motivation, which can be
broadly categorized into:

1. Intrinsic Motivation:
Intrinsic motivation arises from within an individual, driven by personal interests, values, and
satisfaction. Examples include:
1. Personal growth: Motivation to learn and develop new skills.
2. Autonomy: Desire for independence and self-directed work.
3. Curiosity: Interest in exploring new ideas and experiences.
2. Extrinsic Motivation:
Extrinsic motivation is driven by external factors, such as rewards, recognition, or social pressure.
Examples include:
1. Financial rewards: Motivation driven by salary, bonuses, or benefits.
2. Social recognition: Desire for praise, awards, or public acknowledgment.
3. Fear of punishment: Motivation driven by the threat of penalties or consequences.
3. Other Types of Motivation:
1. Achievement motivation: Drive to succeed and achieve specific goals.
2. Affiliation motivation: Desire for social interaction and relationships.
3. Power motivation: Drive to exert influence and control over others.
4. Self-actualization motivation: Desire to realize one's full potential and pursue personal
growth.
 Theories of Motivation:
Maslow's theory of motivation

Maslow's theory of motivation, also known as Maslow's Hierarchy of Needs, is a psychological

framework proposed by Abraham Maslow in 1943. It suggests that human needs are arranged in a
hierarchy, and individuals are motivated to fulfill these needs in a specific order. The hierarchy is
typically depicted as a pyramid with five levels:

1. Physiological Needs: These are the most basic needs required for survival, such as food,
water, shelter, and sleep.
2. Safety Needs: Once physiological needs are met, individuals seek safety and security,
including personal safety, financial security, health, and well-being.
3. Love and Belongingness Needs: At this level, individuals seek social connections,
relationships, and a sense of belonging, which can be fulfilled through friendships, family, and
romantic relationships.
4. Esteem Needs: Esteem needs include self-esteem, respect from others, recognition, and a
sense of accomplishment. Fulfilling these needs leads to feelings of self-worth and confidence.
5. Self-Actualization Needs: This is the highest level of the hierarchy, where individuals strive
to realize their full potential, pursue personal growth, and achieve self-fulfillment. It involves
creativity, problem-solving, and personal development.
Maslow believed that individuals must satisfy lower-level needs before they can focus on higher-level
needs. However, the hierarchy is not rigid, and individuals may move back and forth between levels
based on their circumstances.

Herzberg’s view of satisfaction and dissatisfaction

Herzberg classified these job factors into two categories-
1. Hygiene factors- Hygiene factors are those job factors which are essential for existence of motivation
at workplace. These do not lead to positive satisfaction for long-term. But if these factors are absent/if
these factors are non-existant at workplace, then they lead to dissatisfaction.
Hygiene factors include:
  Pay: The pay or salary structure should be appropriate and reasonable. It must be equal and
competitive to those in the same industry in the same domain.
 Company Policies and administrative policies: The company policies should not be too
rigid. They should be fair and clear. It should include flexible working hours, dress code,
breaks, vacation, etc.
 Fringe benefits: The employees should be offered health care plans (mediclaim), benefits for
the family members, employee help programmes, etc.
 Physical Working conditions: The working conditions should be safe, clean and hygienic.
The work equipments should be updated and well-maintained.
 Status: The employees’ status within the organization should be familiar and retained.
 Interpersonal relations: The relationship of the employees with his peers, superiors and
subordinates should be appropriate and acceptable. There should be no conflict or humiliation
element present.
 Job Security: The organization must provide job security to the employees.

2. Motivational factors- According to Herzberg, the hygiene factors cannot be regarded as motivators.
The motivational factors yield positive satisfaction. These factors are inherent to work. These factors
motivate the employees for a superior performance.
These factors are called satisfiers. These are factors involved in performing the job. Employees find
these factors intrinsically rewarding. The motivators symbolized the psychological needs that were
perceived as an additional benefit. Motivational factors include:
 Recognition: The employees should be praised and recognized for their accomplishments by
the managers.
 Sense of achievement: The employees must have a sense of achievement. This depends on
the job. There must be a fruit of some sort in the job.
 Growth and promotional opportunities: There must be growth and advancement
opportunities in an organization to motivate the employees to perform well.
 Responsibility: The employees must hold themselves responsible for the work. The
managers should give them ownership of the work. They should minimize control but retain
accountability.
 Meaningfulness of the work: The work itself should be meaningful, interesting and
challenging for the employee to perform and to get motivated.

Definition of Theory X

Theory X is a traditional model of motivation and management. It takes into consideration,

the pessimistic behaviour of an average human being, who is less ambitious and inherently lazy.
Authoritarian management style is applied by the management, where the managers closely monitor
and supervise each employee.

Definition of Theory Y

Theory Y is a modern approach on motivation, put forward by McGregor. It uses the

participative style of management and assumes that workforce is self-directed and enjoy the work
assigned to them, in the accomplishment of organisational objectives. According to the theory,
employees are the most precious asset to the company.
 Basis for Comparison Theory X Theory Y
Meaning Theory X is a motivational Theory Y, is an advanced theory,
theory, which involves high wherein it is assumed that the
supervision and control workers are self-directed and self-
over the subordinates, and motivated, for growth and
greater degree of development and takes active part in
centralization. decision making.
Work Dislikes work Work is natural
Ambition Little to no ambition Highly ambitious
Responsibility Avoids responsibility. Accept and seek responsibility.
Leadership style Autocratic Democratic
Direction Constant direction is Little to no direction is required.
required.
Control Tight Lenient
Authority Centralized Decentralized
Self-motivation Absent Present
Focuses on Psychological needs and Social needs, esteem needs and self-
Security needs actualization needs.

Communication
Meaning:
The word communication has been derived from the Latin word 'Communis' which means
'common'. Thus, communication means sharing of ideas in common. "When we communication,"
says Wibur Schramn, "We are trying to establish a 'commonness' with someone. That is we are
trying to share information, an idea or an attitude. The essence of communication is getting the
receiver and the sender 'turned' together for a particular massage."

Definition:
Louis A, Allen defines communication as, "communication is the sum of all the things one
person does when he wants to create understanding in the mind of another. It is a bridge of meaning.
It involves a systematic and continuous process of telling, listening and understanding."
Koontz and O'Donnell are of the opinion "communication is a way that one organization
member shares meaning and understanding with another."

Characteristics: Nature of Communication

1. It involves at Least Two Persons: Communication involves at least two persons, a sender and
a receiver. The sender is called communicator and the receiver of the message is known as
communicatee. A person who speaks, writes or issues some instruction is the sender and the
person for whom the communication is meant or who receives the message is the receiver or
communicatee.
2. Message is a Must: A message is the subject matter of communication. e.g., the contents of the
letter or Speech, Order, Instructions or The suggestions. A communication must covey some
message. If there is no message there is no communication.
3. Communication May be Written Oral or Gestural: Communication is generally understood as
spoken or written words. But in reality, it is more than that. It includes everything that may be
used to convey meanings from one person to another, e.g., movement of lips, or the wink of an
eye or the wave of hands may convey more meaning than even written or spoken word.
4. Communication is Two Way Process: It involves both information and understanding.
Communication is not complete unless the receiver has understood the message properly and
his reaction or response is known to the sender. Understanding is the end of communication but
it does not imply agreement.
5. Its Primary Purpose is to Motivate a Response: The primary purpose of communication is to
motivate response or influence human behaviour. There is no doubt that motivation comes from
within but communicator can also motivate people by good drafting of message, proper timing
of communication etc. to create understanding, communication should be relevant to the
situation.
6. Communication May be Formal or Informal: Formal communication follows the formal
channels provided in the organization structure. For example, the managing director
communicates with the departmental heads, say finance manager, finance manager
communicates to deputy finance manager, the deputy finance manager with accounts officer and
so on.
Informal communication flows from informal channels of communication which are not
provided in the organization structure.
7. It Flows Up and Down and Side to Side: Communication flows downward from a superior to
subordinate and upward from subordinate to a superior. It also flows between two or more
persons operating at the same level of authority.
8. It is an Integral Part or the Processor Exchange: It refers to the exchange of ideas, feeling,
emotions and knowledge and information between two or more persons.
Elements of Communication
The basic elements of communication are:
1) Communication- The sender, speaker, issuer or writer- who intends to convey or transmit a
message.
2) Communicatee- The receiver for whom the communication is meant. He receives the
information, order or message.
3) Message- The subject matter of communication i.e., the content of the letter, speech, order,
information, order or message.
4) Communication Channel - The media by which the information and understanding are passing
from the sender to the receiver. It serves as a link between the communicator and the
communicatee, i.e., the levels of organization or relationships that exist between different
individuals or departments of an organization.
5) Response or Feedback - The effect, reply or reaction, of the information transmitted, on the
communicatee i.e., successful no communication or miscommunication.

The Process of Communication

1) The communicator first of all, formulates a clear idea about facts, opinions or information he
wants to convey.
2) The idea then translated by him into words (spoken or written), symbols or some other form of
message which he expects the receiver to understand. This process is known as encoding of the
message.
3) The communicator selects a suitable media for transmission of the message e.g., telephone
telegraph or television. The message is conveyed with the help of the media selected.
4) The message is then received by the communicatee. He tries to understand it by decoding the
message.
5) The communicate acts upon the message as he has understood it.
6) Finally, the effectiveness of communication is measured through feedback. If the communication
brings ill the desired changes in the actions or behaviour of the receiver, it is said to be successful
communication. In case, there is no change in the actions or behaviour, there is no
communication, and if it leads to undesirable changes it is a case of miscommunication.

Importance of Communication
1. Basis of Decision- Making and Planning: Communication is essential for decision-making and
planning. It enables the management to secure information without which it may not be possible
to take any decision. The quality of managerial decisions depends upon the quality of
 communication. Effective communication helps in proper implementation of plans and policies
of the management.
2. Smooth and Efficient Working of an Organization: In the words of George R. Terry, "it serves
as the lubricant, fostering for the smooth operations of management process." Communication
makes possible the smooth and efficient working of an enterprise. It is only through
communication that the management changes and regulates the actions of the subordinates in
the desired direction.
3. Facilitates Co-ordination: Management is the art of getting things done through others and
this objective of management cannot be achieved unless there is unity of purpose and harmony
of effort. Communication through exchange of ideas and information helps to bring about unity
of action in the pursuit of common purpose. It binds the people together and facilitates co-
ordination.
4. Increases Managerial Efficiency: Effective communication increases managerial efficiency. It
is rightly said that nothing happens in management until communication takes place the
efficiency of manager depends upon his ability to communicate effectively with the members of
his organization. it is only through communication that management conveys its goals and
desires, issues instructions and orders, allocates jobs and responsibility and evaluates
performance of subordinates.
5. Promotes Co-operation and Industrial Peace: Effective communication creates mutual
understanding and trust among the members of the organization. It promotes co-operation
between the employer and the employees. Without communication, there cannot be sound
industrial relations and industrial peace. It is only through communication that workers can put
in their grievances, problems and suggestions to the management.
6. Helps in Establishing Effective Leadership: Communication is the basis of effective
leadership. There cannot be any leadership action without the effective communication is
absolutely necessary for maintaining man to man relationship in leadership. It. brings the
manager (leader) and the subordinates (led) in close contact with each other and helps in
establishing effective leadership.
7. Motivation and Morale: Communication is the means by which the behaviour of the
subordinates is modified and change is effected in their actions. Through communication
workers are motivated to achieve the goals of the enterprise and their morale is boosted.
Although motivation comes from within yet the manager can also motivate people by effective
communication e.g., proper drafting of message, proper timing of communication and the way
of communication, etc.
8. Increases Managerial Capacity: Effective communication increases managerial capacity too.
A manager is a human being and has limitations as to time and energy that he can devote to his
activities. He has to assign duties and responsibilities to his subordinates. Through
communication, a manager can effectively delegate his authority and responsibility to others
and thus increases his managerial capacity.
9. Effective Control: Managerial function of control implies the measurement of actual
performance, comparing it with standards set by plans and taking corrective action on
deviation, if any, to ensure attainment of enterprise objectives according to preconceived and
planned acts communication acts as a tool of effective control. Job Satisfaction: Effective
communication creates job satisfaction among employees as it increases mutual trust and
confidence between management and the employees. The gap between management and the
employees is reduced through the efficient means of communication and a sense of
belongingness is created among employees. They work with zeal and enthusiasm.
10. Democratic Management: Communication is also essential for democratic management. It
helps to achieve worker's participation in management by involving workers in the process of
decision-making is the absence of an efficient system of communication, there cannot be any
delegation and decentralization of authority.
11. Increases Productivity and Reduces Cost: Effective communication save time and effort. It
increases productivity and reduces cost. Large-scale production involves a large number of
 people in the organization. Without communication, it may not be possible to work together in
a group and achieve the benefits of large- scale production.
12. Public Relations: In the present business world, every business enterprise has to create and
maintain a good corporate image in the society .It is only through communication that
management can present a good corporate image to the outside world. Effective communication
helps management in maintaining good relations with workers, customers, suppliers,
shareholders, government and community at large.

Methods (Channels) or Types of Communication:

Communication may be classified into several categories on the following basis:

1. On the Basis of Organizational Structure or Relationship:

a. Formal Communication
b. Informal Communication or Grapevine.
2. On the Basis of Flow or Direction:
a. Downward Communication
b. Upward Communication
c. Horizontal or Lateral or Sideward Communication
d. Diagonal Communication.
3. On the Basis of Methods or Media used or Expression:
a. Written Communication
b. Oral Communication
c. Gestural or Non-Verbal Communication.
A) On the Basis of Relationship or Organization Structure:
I) Formal Communication:
Formal communication is that which takes place through the formal channel of the
organization structure deliberately and consciously established by the management. It implies
the flow of the information along the lines of authority formally established in the enterprise.
Members of the enterprise are expected to communicate with one another strictly as per
channels laid down in the structure. Such communications are generally in writing and may take
any of the following forms:
1. Policy Manuals;
2. Procedural and Rule Books;
3. Memoranda Papers and Orders;
4. Official Meeting;
5. Interviews, etc.
II) Informal Communication or Grapevine: Communication arising out of all those channels of
communication that fall outside the formal channel is known as informal communication or the
grapevine. It is built around the social relationship of members of the organization. Informal
communication does not follow lines of authority as is the case of formal communication. It
arises due to the personal needs of the members of an organization and exists in every
organization. Such communication is usually oral and exists in even by simple glance ,gesture,
smile or silence.

B) On the Basis of Flow or Direction:

I) Downward Communication: Communication between a superior and subordinate is known as
vertical communication. Vertical communication may be downward vertical communication or
upward vertical communication. Downward communication means communication which flows
from a superior to a subordinate.
The important examples of downward communication are:

1) Notices
2) Circulars
3) Instructions
4) Orders
5) Letters
6) Memos
II) Upward Communication: Upward communication means the flow of information from the
lower levels of the organization to the higher levels of authority .It passes from subordinate to
superior as that from worker to foreman, from foreman to manager, from manager to general
manager and form general manager to the chief executive or the board of directors. It includes
opinions, ideas, suggestions, complaints, grievances, appeals, reports, etc.
Upward Communication is Needed:
1) To create receptiveness of communication
2) To create a sense of belongingness through active participation
3) To evaluate the effectiveness of communication
4) To increase morale of employees
5) To make improvements in managerial decisions
6) To co-ordinate efforts; and
7) To know ideas of each individual in the organization.
The important examples of upward communication are:

1) Reports
2) Meeting
3) Interview
4) Conferences
5) Letters
6) Complaints.
III) Horizontal, Lateral or Sideward Communication: The transmission of information and
understanding between people on the same level of organization hierarchy is called the
horizontal communication. This type of communication is also known as lateral or sideward or
crosswise communication. Usually, it pertains to inter-departmental communication, i.e., the
communication between two departmental managers working at the same level of organization
or among subordinates working under one boss.
IV) Diagonal Communication: The transfer of information between people who are neither in the
same department nor on the same level of organization hierarchy is called diagonal
communication. For example, when the assistant marketing manager communicates with the
accounts clerk directly, it is the case of diagonal communication. This type of communication
increases the organizational efficiency by speeding up information and cutting across
departmental barriers.

C) On the basis of media or expression:

The various media of communication have been studied as under:
1) Written Communication;
2) Oral Communication;
3) Gestural or Non-verbal Communication.

1) Written Communication: communication through words, may be in writing or oral. Written

communication implies transmission of message in back and white it includes diagrams, pictures,
graphs, etc. have to be transmitted in writing for efficient running of the organization. written
communication ensures that everyone concerned has the same information. It may take the
following forms:
1) Reports
2) Circulars
3) Magazines
4) Manuals
5) Memoranda
6) Newspapers
7) Pictures, diagrams, graphs, etc.

Merits or Advantages of Written Communication:

1) It ensures transmission of information in uniform manner, i.e. every one concerned has the
same information.
2) It provides a permanent record of communication for future reference.
3) It is an ideal way of transmitting length messages.
4) It ensures little risk of unauthorized alteration in the messages.
5) It is the only means of exchanging information at distant places even beyond telephonic range.
Demerits or Disadvantages of Written Communication:
1) It is expensive
2) It is time consumption
3) It becomes difficult to maintain secrecy about a written communication.
4) It is rigid and does not provide any scope for making alteration for inaccuracies that might
have crept in.
5) It is very formal and lacks personal touch.
6) It is encourages red-tapism and involves so many formalities.

2) Oral Communication: Oral or verbal communication implies the conveying of message through
spoken words. It is face to face communication between individuals and includes communication
through telephone, intercom and public speech, etc. in every organization, a great deal of
information is exchanges orally and it is generally preferred to written communication.
Theo Haimann pointed out, "the human voice can impart the message with 'meaning and
shading which even long pages of written words simply cannot convey."
It may take the following forms depending upon the need and situation,
1) Face to face talks
2) Telephonic conversation
3) Interviews
4) Meetings
5) Lectures
6) Conferences.

Merits or Advantages of Oral Communication:

1) It is less expensive or economical as compared to written communication.
2) It is quicker and saves in time.
3) It is more effective than written communication.
4) It establishes a personal touch and leads to greater understanding.
5) Misunderstanding or doubts can be removed than and there.

Demerits and Disadvantages of Oral Communication:

Oral communication has the following limitations or drawbacks:
1) It is less reliable.
2) It is influenced by self-interest and attitude of the people.
3) Oral communication has the tendency of being distorted.
4) It provides no record for future reference.
5) It is not suitable for lengthy message.

3) Gestural or Non verbal Communication: Communication does not mean merely written .or oral
messages. It includes everything that may be used to convey meaning from one person to another,
e.g., movement of lips or the wink of an eye or the wave of hands may convey more meaning than
written or oral words. Expression through body parts is known as gestural or non-verbal
communication. It includes facial expression, movement of lips, wink of an eye, nodding of heads,
movement of hands, a sense of humour or a mere silence, etc.
Barriers to communication and making communication effective:
Barriers to communication:
Communication is the nerve system of an enterprise. It is said to be no. 1 management problem today.
"It serves as the lubricant, fostering for the smooth operations of management process.
1) Physical Barriers: A communication is two-way process, distance between the sender and
the receiver of the message is an important barrier to communication. Noise and
environmental factors also block communication.
2) Personal Barriers: Personal factors like difference in judgement, social values, inferiority
complex, bias, attitude, pressure of time, inability to communicate, etc. widen the
psychological distance between the communicator and the communicate.
3) Semantic or Language Barriers: Semantic is the science of meaning. The same work and
symbols carry different meanings to different people. Difficulties in communication arise
when the sender and the receiver of the message use words or symbols in different senses.
Status Barriers Superior-Subordinate Relationship: status or position in the hierarchy of
an organization is one of the fundamental barriers that obstructs free flow of information. A
superior may give only selected information to his subordinates so as to maintain status
differences. Subordinates, usually, tend to convey only those things which the superiors
would appreciate.
4) Organizational Structure Barriers: Effective communication largely depends upon sound
organizational structure. If the structure is complex involving several layers of management,
the breakdown or distortion in communication will arise it is an established fact that every
layer cuts off a bit of information.
5) Barriers due to Inadequate Attention: Inadequate attention to the message makes
communication less effective and the message is likely to be misunderstood. Inattention may
arise because of over business of the communicatee or because of the message being contrary
to his expectations and beliefs
6) Premature Evaluation: Some people have the tendency to form a judgement before
listening to the entire message. This is known as premature evaluation. As discussed in the
previous point, "half-listening is like racing your engine with the gears in neutral.
7) Emotional Attitude: Barriers may also arise due to emotional attitude because when
emotions are strong, it is difficult to know, the frame of mind "of other person or group.
Emotional attitudes of both, the" communicator as well as the communicatee, obstruct free
flow of transmission and understanding of messages.
8) Resistance to Change: It is general tendency of human beings to stick to old and customary
patterns of life. 1bey may resist change to maintain status quo. Thus, when new ideas are
being communicated to introduce a change, it is likely to be overlooked or even opposed. This
resistance to change creates an important obstacle to effective communication.
9) Barriers Due to Lack of Mutual Trust: Communication means sharing of ideas in common.
"When we communicate, we are trying to establish a commonness." Thus, one will freely
transfer information and understanding with another only when there is .mutual trust
between the two. When there is a lack of mutual trust between the communicator and the
communicatee, the message is not followed.
10)Other Barriers: There may be many other barriers, such as unclarified assumptions, lack of
ability to communicate, mirage of too much knowledge of closed minds, communication
overload, shortage of time, etc., which cause distortion or obstruction in the free flow of
communication and thus make it ineffective.
Making: communication effective or overcoming / gate ways to communication

1) Clarity and Completeness: In communication effectively, it is very essential to know the

'audience' for whom the message is meant. The message to be conveyed must be absolutely
clear in the mind of the communicator because if you do not understand an idea, you can
never express it to someone. The message should be adequate and appropriate to the
purpose of communication. The purpose of communication, itself, should be clearly defined.
2) Proper Language: To avoid semantic barriers, the message should be express in simple,
brief and clear language. The words or symbols selected for conveying the message must be
appropriate to the reference and understanding of the receiver.
3) Sound Organization Structure: To make communication effective, the organization
structure must be appropriate to the needs of the organization. Attempt must be made to
shorten the distances to be travelled for conveying information.
4) Orientation of Employees: The employees should be oriented to understand the objectives,
rules, authority relationships and operations of enterprise. It will help to understand each
other, minimize conflicts and distortion of messages.
5) Emphatic Listening and Avoid Premature Evaluation: To communicate effectively, one
should be a good listener. Superior should develop the habit of patient listening and avoid
premature evaluation of communication from their subordinates. This will encourage free
flow of upward communication.
6) Motivation and Mutual Confidence: The message to be communication should be so
designed as to motivate the receiver to influence his behaviour to take the desired action. A
sense of mutual trust and confidence must be .generated to promote free flow of information.
7) Consistent Behaviour: To avoid credibility gap, management must ensure that their actions
and deeds are in accordance with their communication.
8) Use of Grapevine: Grapevine or the informal channels of communication help to improve
managerial decisions and make communication more effective. Thus formal channels of
communication must be supplemented with the use of grapevine.
9) Feedback: Communication is not completes unless the response or reaction of the receiver
of the message is obtained by the communicator the effectiveness of communication can be
judged from the feedback. Therefore, feedback must be encouraged and analysed.
10)Gestures and Tone: The way you say something is also very important along with the
message for gestures such as a twinkle of an eye, a smile or a handshake, etc., Convey
sometimes tone meaning then ever words spoken or written. Thus, one should have
appropriate facial expressions, tone, gestures and mood etc., to make communication
effective.