A few years ago I had a job working as a customer service representative. Each typical work shift was compromised of 3-5 people along with one “Lead”. The lead was not an official manager but did have the authority to run the shift and was responsible to solve any issues that come up during a shift. The leads are paid at higher hourly rate due to the extra tasks and responsibilities required of them. While I was still fairy new to the job my shift was informed that the lead was moving to a different shift and that a new lead would be selected.
At this time I was still learning the job and would not have made an effective lead. However, my coworker had been working there a few years and was hoping to get the lead role when it opened up. After the announcement I noticed a big change in the overall performance and motivation from my coworker. Suddenly they were more energized and motivated, going above and beyond in their daily tasks. Eventually the current lead transferred to the new shift and the lead role was offered to my coworker. The manager stated that “everyone has noticed the extra effort which made choosing the new lead easy”.
I believe my experience provides a good example of how compensation changed the behavior in my coworker. They could have always done a better job but their effort only increased when the opportunity to earn a raise was presented. Although I do believe my coworker earned the lead role and would do a great job. I wonder how they would of reacted if the lead role went to someone else. Would the extra effort continue? Or would my coworker revert back/perform worse than before?
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