Language Department, Office of General Education, Faculty of Hospitality Industry

For Excellence in Hospitality Education

Arj. Zeph Norrish

Principles of CommunicationChapter 2: Ethical Communication

Principles of Communication Second Semester 2013 Slide No. 2

SCOPEFollowing the Chapter 2 lecture and discussion, you will be able to:

• 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

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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…

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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.

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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.

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2.3 EthicsSometimes 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.

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2.3 Ethics

Organizational (business) ethics are the fundamental elements, or a set of beliefs, which lie behind a corporation as an organization.

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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.

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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.

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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.

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2.4 Critical Thinking

Famous Hypotheses“I think therefore I am.”

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.

Descarte

E=MC2

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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).

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2.5 Ethics in Hospitality

http://youtu.be/s3aR3yP4aKg

How/what do the actions of Hospitality Staff communicate to guests?

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Reputation

2.5 Ethics in Hospitality

CSRCorporate Social Responsibility

Human Resources

Environment

Guests Competitors

Society

Local Community

Owners

Reputation is much easier to lose than it is to build. !

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2.5 Ethics in Hospitality

Child Labour

Challenge:a) You have fifteen minutes to sort the ‘ethical issues’ provided into 4 discrete categories.

b) Give four examples where an ‘ethical code’ mayassist in solving a problem relating to the issue.

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2.5 Ethics in Hospitality

• 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?

True or False?: Employees Don’t Mean to Act Unethically

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2.5 Ethics in Hospitality

There is a positive relationship between profitability and ethics.Ethics should cut across:• 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).

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Ethical Dilemma

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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.

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Ethical Dilemma

Hotel Managers' Responses to Ethical DilemmasRaymond S. Schmidgall Ph.D., CPAMichigan State University, schmidga@bus.msu.edu

From a survey of 400 responses from Hotel Managers,the following data was found.

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BREAK!

Now, take a 30-minute break and then return to the class to work on your term paper focus.

Enjoy!

Take a break!

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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.

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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.