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1
ProfessionalismProfessionals develop competence in
Career planning and
development Knowledge
skill organization emotional I.Q. basic
2
Professionalism
Presentation of self business etiquette office politics
Empathy Job performance Customer service Ethical decision-making
3
Emotional I.Q. Means:
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)
4
Rules of Office Politics
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
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
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
7
Professional Customer Service Representatives . . .
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 understoodfeel welcomedfeel importantbe comforted
9
Types of Ethical DilemmasType A
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 DilemmasType B
Individual knows what is right but chooses decision based on what’s most advantageous to self
Self-rationalization occurs
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Reasons for Unethical Decision-Making
Individual Moral development Maturity level Mental stability Ignorance Low acceptance of
personal responsibility
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Reasons for Unethical Decision-Making
Situational Economic need Special
circumstances Pressure
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Reasons for Unethical Decision-Making
Organizational Employee Relationship
weak singular unbalanced
Culture socialization
process modeling
14
Influencing the Socialization Process
Communicate culture 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
Training Ethical decision-making Organizational Culture
Sanctions for unethical behavior
Code of ethics
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Ethical Decision-Making ModelAsk:
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?