Transcript Ethical Communication

For Excellence in Hospitality Education
Language Department, Office of General Education, Faculty of Hospitality Industry
Principles of Communication
Chapter 2: Ethical Communication
Arj. Zeph Norrish
SCOPE
Following the Chapter 2 lecture and discussion, you will be able to:
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Define Ethics
Describe Types of Ethics
Consider Ethics in Making Decisions
Describe Critical Thinking
Understand Importance of Ethics in the Hospitality Industry
Chapter 2 Case Study
• Instructor Review
• Student Q&A
Principles of Communication
Second Semester 2013
Slide No. 2
2.3 Ethics
Ethics is that set of values that guides one in the conduct of
life.
Ethics comprise the rules of execution for the SIDAL
loop…
Principles of Communication
Second Semester 2013
Slide No. 3
2.3 Ethics
Descriptive ethics is a value-free approach to ethics, which
examines ethics not from a top-down priority perspective,
but rather observations of actual choices made by moral
agents in practice.
Principles of Communication
Second Semester 2013
Slide No. 4
2.3 Ethics
Applied ethics is a discipline of philosophy that attempts to
apply ethical theory to real-life situations. The discipline has
many specialized fields, such as bioethics and business
ethics.
Principles of Communication
Second Semester 2013
Slide No. 5
2.3 Ethics
Sometimes ethics in a society are based on pre-established
aesthetics, etiquette, and arbitration rather than theories of value
or of conduct.
Ethical codes are the personal morals applied by various groups
in a societal structure through art and storytelling… tradition.
Observed choices made by ordinary people, without expert aid
or advice, who vote, buy, and decide what is worth valuing.
Principles of Communication
Second Semester 2013
Slide No. 6
2.3 Ethics
Organizational (business) ethics are the fundamental
elements, or a set of beliefs, which lie behind a corporation
as an organization.
Principles of Communication
Second Semester 2013
Slide No. 7
2.4 Critical Thinking
Critical thinking is a well-established process for
identifying and thinking about issues and is strongly related
to the notion of systems thinking, otherwise known as
problem solving.
Principles of Communication
Second Semester 2013
Slide No. 8
2.4 Critical Thinking
The decision window comprises…
1. The event that occurs.
2. The recognition that the event has occurred.
3. The analysis of the impact.
4. The identification of alternative response to the event.
5. The selection of an alternative response.
6. The implementation of the
alternative.
7. The trigger the alternative
generates upon implementation.
This can be thought of as a
message which generates
another event.
Principles of Communication
Second Semester 2013
Slide No. 9
2.4 Critical Thinking
Why gather data without a purpose?
Determine the critical issues that need to be investigated to
reach the end.
Identification of the issues will bring to mind key
hypotheses.
Principles of Communication
Second Semester 2013
Slide No. 10
2.4 Critical Thinking
Famous Hypotheses
“I think therefore I am.”
Descarte
I am able to think, therefore I exist. A philosophical proof of
existence based on the fact that someone capable of any form
of thought necessarily exists.
E=MC
Principles of Communication
Second Semester 2013
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Slide No. 11
2.5 Ethics in Hospitality
In 1898 Cesar Ritz and his Auguste Escoffier manager and
chef respectively were discharged from London’s Savoy
Hotel for accepting less weighing food deliveries and
extorting commissions from suppliers thereby using the
hotel for their own gain and profit (Fennel & Malloy, 2008).
Principles of Communication
Second Semester 2013
Slide No. 12
2.5 Ethics in Hospitality
How/what do the actions of Hospitality Staff
communicate to guests?
http://youtu.be/s3aR3yP4aKg
Principles of Communication
Second Semester 2013
Slide No. 13
2.5 Ethics in Hospitality
Environment
Reputation
CSR
Corporate Social Responsibility
Guests
Human Resources
Local
Community
Society
Principles of Communication
Second Semester 2013
Competitors Owners
Reputation is much
easier to lose
than it is to build.
!
Slide No. 14
2.5 Ethics in Hospitality
Challenge: a) You have fifteen minutes to sort the ‘ethical issues’
provided into 4 discrete categories.
b) Give four examples where an ‘ethical code’ may
assist in solving a problem relating to the issue.
Principles of Communication
Second Semester 2013
Slide No. 15
2.5 Ethics in Hospitality
True or False?: Employees Don’t Mean to Act Unethically
• It’s such a small thing, who will notice?
• It really won’t hurt anyone.
• I don’t feel comfortable doing this, but if this
is what it takes to get ahead…
• Everybody else does it so why not?
Principles of Communication
Second Semester 2013
Slide No. 16
2.5 Ethics in Hospitality
There is a positive relationship between profitability and ethics.
Ethics should cut across:
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Housekeeping
Front Office
Security
Food and Beverage
Marketing
Purchasing
Yield Management
Public Relations
Excellent hospitality leaders ensure that the vision, mission, values as
well as the ethics of the hotel reflect a socially responsible culture.
(Smith & Colman, 2006).
Principles of Communication
Second Semester 2013
Slide No. 17
Ethical Dilemma
Principles of Communication
Second Semester 2013
Slide No. 18
Ethical Dilemma
You will now be asked to select one from a range of ethical
considerations.
In pairs, discuss the situation and decide if you think the
action described is ethical.
Agree
Unsure
Disagree
Present your justification for your decision.
Principles of Communication
Second Semester 2013
Slide No. 19
Ethical Dilemma
Hotel Managers' Responses to Ethical Dilemmas
Raymond S. Schmidgall Ph.D., CPA
Michigan State University, [email protected]
From a survey of 400 responses from Hotel Managers,
the following data was found.
Principles of Communication
Second Semester 2013
Slide No. 20
BREAK!
Now, take a 30-minute break and then return to the class to
work on your term paper focus.
Enjoy!
Take a break!
Principles of Communication
Second Semester 2013
Slide No. 21
Handout Review
You will now be given a handout with comprehension
questions.
Use the book and the notes you’ve taken to answer the
questions as best as possible.
You have 45-minutes to complete the handouts and return
them to the instructor at the end of class.
Principles of Communication
Second Semester 2013
Slide No. 22
HOMEWORK!
Go to the copy shop next to the canteen and get a copy of
Unit 3: The Communication Process.
Read Unit 3 and complete sections 3.1 Key Vocabulary and
Chapter 3 Review: Case Study.
Principles of Communication
Second Semester 2013
Slide No. 23