Pearson New International Edition International pcl tp indd 1

Motivation and Leadership
One of the FOM’s most important leadership activities is to motivate employees.
Motivated employees will want to do their jobs correctly. They will have a relation-
ship of mutual respect with their supervisor; in the process, both the employee and
the organization (e.g., front office department) will benefit.
FRONT OFFICE SEMANTICS
Motivate:
Process of appealing to a person’s inner drive to attain a goal.
Employer-of-choice properties pay special attention to the organizational culture
that promotes a win–win relationship for the employee and employer. Fortunately,
there are many inexpensive and commonsense tactics that can be used to motivate front
office employees. Figure 13 reviews some of them. A participative management style,
the practice of total quality management leadership, and the empowerment of staff
members are among useful strategies to gain motivated staff members.