Professionalism

1. 1
Professionalism
Professionals develop competence in
 Career planning and
development
 Knowledge
 skill
 organization
 emotional I.Q.
 basic

2. 2
Professionalism
 Presentation of self
 business etiquette
 office politics
 Empathy
 Job performance
 Customer service
 Ethical decision-making

3. 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. 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

5. 5
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

6. 6
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. 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

8. 8
Customers Need To
 be understood
 feel welcomed
 feel important
 be comforted

9. 9
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

10. 10
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

11. 11
Reasons for Unethical
Decision-Making
 Individual
 Moral development
 Maturity level
 Mental stability
 Ignorance
 Low acceptance of
personal responsibility

12. 12
Reasons for Unethical
Decision-Making
 Situational
 Economic need
 Special
circumstances
 Pressure

13. 13
Reasons for Unethical
Decision-Making
 Organizational
 Employee Relationship
 weak
 singular
 unbalanced
 Culture
 socialization
process
 modeling

14. 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

15. 15
Influencing Ethical Behavior
 Training
 Ethical decision-making
 Organizational Culture
 Sanctions for unethical
behavior
 Code of ethics

16. 16
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?