Appreciation gives wonderful results
As leader of the government, two of PM Narendra Modi’s qualities deserve special mention. He is a very good communicator. He is also a strong motivator. Communication, to be effective, has to be in a language which is understood by the receivers.
The means employed need not be very sophisticated. Because, communication has to serve its purpose. It should be able to create the desired impact at the receiving end. Another essential requirement for its effectiveness is that the communicator should remain a listener too. He or she must keep the channels open for the communication to flow the other way. A pat on the back of a child can do wonders. So is the case with workers. As leader of the government, PM Modi deals with colleagues, other politicians, bureaucrats, scientists of different groups, men and women of the industrial and business world, youth, students, sportspersons, etc. Words of wisdom, praise, appreciation, encouragement act as great motivators.
There exists an age-old theory of motivation – called as carrot and stick. Warning, scolding, threatening, punishing fall in the latter category. Extensive use of stick does create a climate of fear. But, it produces a negative impact. It kills the spirit of initiative. Morale begins slipping down. The climate of work becomes unhealthy. Fear does help in producing immediate results. But, it cannot be useful for building a long-term healthy climate. In civil service (all– inclusive) there are poor, average, good and excellent performers. All cannot and should not be treated in the same manner. Good and excellent performers stand out. Rewards is a method of boosting their morale. Similarly, poor performers, once identified, would feel the heat of shame.
Hence, they need to be handled intelligently.
A different approach is needed for improving the value of average performers. Rewards need not be only monetary. Non-monetary rewards have a greater value in one’s career.
True, casualness, indifference, insensitiveness, inefficiency etc in administration need to be dealt with a heavy hand. It has been seen that dubious methods are employed for earning extra money. People at lower levels of civil service work or do not work primarily for getting access to extra earnings. Cases of class III and IV employees becoming crorepatis have been highlighted by the media in the recent past. Corruption has become a chronic ailment. It is contagious in nature.
Some politicians and civil servants easily fall in love with it. Still, there are many in both the classes, who are able to resist the temptation. Besides, the machine for multiplication of wealth operates in both cases. Brokers make hey. Stick and stick alone is the remedy for keeping a check on evil-doing.
Oral-manhandling of civil servants working in the field by local leaders – elected or otherwise – did not speak high of the relationship between politicians and civil servants. Needless to say, politicians occupy public offices because they are elected on the basis of popular vote.
Civil servants occupy positions of responsibility after being selected on the basis of merit. Both have the responsibility to work for the welfare of the people. Serving the nation and keeping the national interest supreme in their heart has to be the motto.
Modern theories and practices of motivation do exist. They can be used as supplements through well-designed training programmes for civil servants at the middle and higher levels of management. Personnel belonging to different services in the state, in the wider sense, are part of civil service. Elected politicians can and should also be given an exposure to valuable theories and practices.
UP CM’s efforts to instil a sense of responsibility and commitment to duty are also praiseworthy. His emphasis on result-oriented system, time and cost-conscious delivery mechanism etc for civil servants should receive serious attention. Changing the work culture and behavioural patterns is not an easy task. It requires continuous and constant measures in a well thought-out manner. Use of stick all the time is not advisable. Carrots can double-up the results. A built-in system for appreciation, recognition and rewards for good performance should find a respectable place. Awards given by a smiling face have a value-addition.