Learning Goal: I’m working on a business writing question and need the explanation and answer to help me learn.

Performance management systems typically include the measurement of how work is done and the results of an individual’s efforts. When an employee does not have the knowledge or ability to do the job, then reward and feedback alone will not positively change performance outcomes. If the employee has the knowledge and ability, but is simply not motivated, then training and ongoing feedback will also be ineffective. Prior to beginning this assignment read Chapter 4 of the course text and the 8 Common Causes of Workplace Demotivation
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Case Scenario:

Lizzy and Noelle are both sales associates in the cosmetics department of a large high-end retail store in Bloomington, Minnesota. Four years ago, a new training program was implemented for all new sales associates, which included detailed product information, customer service, upselling strategies, and role-playing with tailored feedback. Lizzy and Noelle have been working there for three and five years, respectively, and although Lizzy received this training and Noelle did not, their sales figures have always been very similar and very average.

Noelle has a clear conceptual understanding of the company’s vision and is excellent with the customers; she always has a positive attitude, is eager to attend to them, and has an intuitive sense of the customers’ needs. Most of her customer reviews have been positive and commented on her pleasant disposition and contagious laughter. However, a few mentioned that she was constantly running off to print descriptions of the products or to talk to other sales associates, and that this caused interruptions in the customers’ shopping experience. Although she gets along with nearly all the employees, there have been a few complaints that her excessive socializing makes her late for shifts and meetings.

Lizzy is more reserved than Noelle; she is less engaging with the customers and allows them to shop without bombarding them with too much information. When she notices that they are showing particular interest in a product she approaches and offers to answer any questions they may have. Lizzy seems to know every detail of every product. All of the salespeople depend on her to answer the toughest questions. Her communication style is very concise and matter of fact—no more and no less. Most people find it hard to tell if she is annoyed by all the questions people ask. Lizzy is punctual with everything, including leaving at precisely the time her shift ends. This often leads her to handing over valuable sales to colleagues which they appreciate.

Based on the scenario:

• Analyze the three determinants of performance (i.e., declarative knowledge, procedural knowledge, and motivation) for both Noelle and Lizzy, using specific examples provided in the scenario.
• Evaluate the causes of poor performance for both employees.
• Recommend solutions to enhance Noelle and Lizzy’s performance.
• Evaluate the responsibilities of the human resource department and those of the manager related to employee performance as presented in the scenario.

The Determinants of Performance paper

• Must be three to four double-spaced pages in length (not including title and references pages) and formatted according to APA style as outlined in the Writing Center
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• Must include a separate title page with the following:
  • Title of paper
  • Student’s name
  • Course name and number
  • Instructor’s name
  • Date submitted
• Must use at least two scholarly and/or credible sources, in addition to the course text.
  • The Scholarly, Peer Reviewed, and Other Credible Sources
    Links to an external site. table offers additional guidance on appropriate source types. If you have questions about whether a specific source is appropriate for this assignment, please contact your instructor. Your instructor has the final say about the appropriateness of a specific source for a particular assignment.
• Must document all sources in APA style as outlined in the Writing Center.
• Must include a separate references page that is formatted according to APA style as outlined in the Writing Center
• FORBESWOMEN

• 8 Common Causes Of Workplace Demotivation

  Kristi HedgesContributor
  Kristi HedgesIndividual ContributorJan 20, 2014,01:11pm EST

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  The movie Office Space is a cult classic because so many workers can sympathize with these… [+]Can you say that you truly love your job? Not very likely, according to the research. Among other things, recent studies reveal that 48% of employees worldwide don’t even like their jobs, more than 80% of US workers feel stressed at the office, and only 30% feel “engaged and inspiredâ€� by their careers. Especially troubling for leaders and business owners, 18% are actively disengaged – that is, present at work but hating every minute of it.The facts are sobering and expensive. Beyond the frustration of having checked-out paper pushers or haters in our organizations, this lack of satisfaction and motivation costs us billions in lost productivity.But what actually causes the disengagement? If you’re trying to understand your own job dissatisfaction, or root out a morale problem at your company, consider these common reasons people hate their jobs.PROMOTED
  
  
  
  
  
  1. MicromanagementMicromanagers may have good intentions – trying to get work done well – but they drive us crazy. Micromanagement saps the life out of us, causing apathy at work. In an eye-opening article on the dangers of micromanagement, HBR blog contributor Christina Bielaszka-DuVernay writes, “because a consistent pattern of micromanagement tells an employee you don’t trust his work or his judgment, it is a major factor in triggering disengagement.â€�Those disengaged employees might stay at their company and muddle through, or decide to leave for more autonomy. Recruiter.com’s Shala Marks warns, “people don’t quit jobs, they quit managers.â€�2. Lack of progressAs it turns out, money for nothing doesn’t feel so great. While it might seem that we work for our salary, studies like this one show we want to feel that our work matters. When a company can’t get its act together, or when any change or new idea a worker tries to implement has to go through endless layers of red tape, employees lose any motivation or passion that they might have had. People like enough process to be effective, but not to create busy work.Organizations should also be mindful of unnecessary rules that don’t actually benefit the company. (i.e. restrictive office hours, Internet usage, or vacation policies) When they start to feel controlling rather than efficient, employees bristle.3. Job insecurityWhen we’re on a sinking ship, we start preparing for the jump. Employees who work for unstable companies or in jobs deemed expendable will only invest enough to keep getting their paycheck while they look elsewhere. The rest of their energy will be spent sharing rumors with co-workers, updating their resumes and planning their next move. As a leader, it’s extremely difficult to keep your best talent in place during uncertain times. The best you can do is to communicate frequently, and give your team a sense of loyalty and trust. You can’t make people stay, but you can encourage transparency on both sides so you’re not surprised.4. No confidence in company leadershipWe don’t have to love our leaders to be happy, but we can’t believe they’re incompetent. Once we lose faith in where our company is heading, then our loyalties fray and we cease to wholeheartedly follow. We can even get subversive.Fellow Forbes contributor George Anders cites a recent study that confirms the importance of excellent workplace leadership, saying, “bosses who inspire confidence, who show faith in their employees, and who communicate an inspiring vision…are rewarded with a workforce that is ready to get things done.â€� 5. Lack of recourse for poor performanceWhen we go to work, we like to be rewarded and recognized for our contributions. If this isn’t happening, or worse, people doing mediocre work are getting the same treatment as strong performers, it’s natural to just turn off and do your job on autopilot. Companies that don’t deal with performance issues bring down the average for everyone.6. Poor communicationA seasoned journalist I worked with years ago said this about workplace dynamics: “Never attribute to conspiracy what incompetence can explain.â€� In the absence of information, rumors thrive. Employees end up guessing, confused, and frustrated. If there’s not an avenue to communicate back to leadership for clarification, it gets even worse. Having to spend large amounts of time getting the information we need to do our jobs is exhausting. Not only does clear communications throughout the organization make for an efficient workplace, as this article points out, it has a major impact on employee morale and confidence. 7. Unpleasant coworkersIn my 20s, I had a job that didn’t pay much nor provide exciting work, but I loved going to work every day because of my co-workers. We were a tight-knit team that worked together all day then went to happy hour after work. The importance of working with people we like can’t be overstated. Friendships make up for a lot of ills, and the reverse is also true. A well-paying, career-enhancing job with a group of back-stabbers is a recipe for stress and misery.As Gallup research has shown for years, and professor Christine M. Riordan reports, “close work friendships boost employee satisfaction by 50% and people with a best friend at work are seven times more likely to engage fully in their work.â€�You don’t have to have best friends at work, but you do need to be able to relax around your colleagues and enjoy their company.8. Boredom Gen Y workers are known for seeking jobs that are personally satisfying and inspiring to them, but they’re not alone. As this statistics-packed Huffington Post article reveals, 55% of Gen X and Gen Y workers believe that finding a job that’s personally fulfilling is worth sacrifices in salary. A recent LinkedIn poll also shows this increasing desire for fulfillment among various age groups and geographies. The research found that those over 65 were the most excited about their work, showing that we all want to be inspired no matter where we are in our careers. Have you been demotivated at work? Why? Comment here or @kristihedges.Kristi Hedges is a leadership coach, speaker and author of Power of Presence: Unlock Your Potential to Influence and Engage Others. Find her at kristihedges.com and @kristihedges.