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Chapter-4-Professionalism

The document outlines key components of professionalism, including career development, emotional intelligence, and ethical decision-making. It emphasizes the importance of customer service, workplace harassment policies, and understanding ethical dilemmas. Additionally, it provides strategies for influencing ethical behavior and fostering a positive organizational culture.

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philip
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13 views16 pages

Chapter-4-Professionalism

The document outlines key components of professionalism, including career development, emotional intelligence, and ethical decision-making. It emphasizes the importance of customer service, workplace harassment policies, and understanding ethical dilemmas. Additionally, it provides strategies for influencing ethical behavior and fostering a positive organizational culture.

Uploaded by

philip
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
You are on page 1/ 16

Professionalism

Professionals develop competence in

• Career planning
and development
• Knowledge
• skill
• organization
• emotional I.Q.
• basic

1
Professionalism

• Presentation of self
• business etiquette
• office politics
• Empathy
• Job performance
• Customer service
• Ethical decision-
making

2
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)

3
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

4
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

5
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

6
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

7
Customers Need To

• be understood
• feel welcomed
• feel important
• be comforted

8
Types of Ethical Dilemmas
Type A

• Requires a personal
judgement of what is
right and wrong
• No rules or policies
guiding decision
• High level of uncertainty
• No “best” solution

9
Types of Ethical Dilemmas
Type B

• Individual knows what is


right but chooses decision
based on what’s most
advantageous to self

• Self-rationalization occurs

10
Reasons for Unethical
Decision-Making
• Individual
• Moral development
• Maturity level
• Mental stability
• Ignorance
• Low acceptance of personal
responsibility

11
Reasons for Unethical
Decision-Making

• Situational
• Economic need
• Special
circumstances
• Pressure

12
Reasons for Unethical
Decision-Making

• Organizational
• Employee Relationship
• weak
• singular
• unbalanced
• Culture
• socialization
process
• modeling

13
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

14
Influencing Ethical Behavior

• Training
• Ethical decision-making
• Organizational Culture
• Sanctions for unethical
behavior
• Code of ethics

15
Ethical Decision-Making Model
Ask:
• 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?

16

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