Transcript Chapter 4

Professionalism
Professionals develop competence in
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Career planning and
development
Knowledge
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skill
organization
emotional I.Q.
basic
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Professionalism
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Presentation of self
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business etiquette
office politics
Empathy
Job performance
Customer service
Ethical decision-making
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Emotional I.Q. Means:
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Ability to recognize one’s
own feelings and those of
others
Ability to self-motivate
Ability to manage one’s
own emotions (e.g., anger)
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Rules of Office Politics
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Don’t repeat what others
have told you
Don’t say anything not
printable in the news
Show the same support
and respect to everyone
Deal appropriately with
the “other” gender
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Reducing Workplace
Harassment
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Develop a harassment policy stating that
harassment will not be tolerated
The policy should include a procedure for
resolving harassment charges
Encourage victims to come forward without
fear of reprisal
Give employees several options for where
they can take their complaints
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Reducing Workplace
Harassment
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Provide annual training on the company’s
harassment policy
Confront inappropriate behavior as it occurs
Offer mediation to parties engaged in disputes
where harassment is perceived
Encourage dialogue between employees that
identifies and suggests changes to situations
that “invite” inappropriate behaviors
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Professional Customer Service
Representatives . . .
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Provide courteous and helpful
service
Understand that the
organization’s success
depends on customers
Continue to upgrade and use
effective interpersonal skills to
deal with customers
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Customers Need To
be understood
 feel welcomed
 feel important
 be comforted
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Types of Ethical Dilemmas
Type A
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Requires a personal
judgement of what is right
and wrong
No rules or policies guiding
decision
High level of uncertainty
No “best” solution
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Types of Ethical Dilemmas
Type B
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Individual knows what is
right but chooses decision
based on what’s most
advantageous to self
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Self-rationalization occurs
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Reasons for Unethical
Decision-Making
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Individual
 Moral development
 Maturity level
 Mental stability
 Ignorance
 Low acceptance of
personal responsibility
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Reasons for Unethical
Decision-Making
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Situational
 Economic need
 Special
circumstances
 Pressure
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Reasons for Unethical
Decision-Making
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Organizational
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Employee Relationship
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weak
singular
unbalanced
Culture
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socialization
process
modeling
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Influencing the
Socialization Process
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Communicate culture
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mission statements
personnel policies
day-to-day language
Permit disagreement on
selected decisions
Conduct orientation for
new employees explaining
culture
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Influencing Ethical Behavior
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Training
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Ethical decision-making
Organizational Culture
Sanctions for unethical
behavior
Code of ethics
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Ethical Decision-Making Model
Ask:
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Have I minimized the disadvantages or risks
to the most number of people who will be
affected by this decision?
Does my decision have more advantages for
me than others affected by it?
How would a majority of other people
consider the decision?
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