Answer: Susan is making use of the making progress principle.
Susan is the director of a state program that is tasked with collecting delinquent child support. The majority of her staff members call parents who are delinquent on their obligation and either persuading them to make payments or arranging for their wages to be garnished. As a result, her staff is often on the receiving end of expressions of anger and frustration. While everyone has individual production expectations in terms of the number of cases they resolve either through payment or garnishment, the abuse they regularly receive has made motivation problematic. Susan decides to use the software system that tracks each employee's calls and the outcomes associated with the calls to provide each employee with a "real-time" graph showing the cumulative amount of money their calls have brought in for the state's children. When they can see how their work helps the children, their motivation increases. What is Susan making use of?
Explanation:
The making progress principle tracks the progress to motivate employees to achieve more, or to make more progress. In this question, the staff members are demotivated by the responses they get from parents. Tracking the progress they have made will enable them to view their experiences in a positive light, as being worthwhile, despite the negative responses.
This will also motivate them to achieve more.
