The document discusses various aspects of professionalism, including developing competence in areas like career planning, knowledge, skills, emotional intelligence, and customer service. It also covers maintaining professional presentation and etiquette, dealing with office politics ethically, and making ethical decisions. Specific topics covered include defining emotional intelligence, rules for navigating office politics, developing anti-harassment policies, providing excellent customer service, and addressing reasons why unethical decisions may occur. Throughout, it emphasizes developing skills, managing relationships and situations professionally, and prioritizing ethical conduct.

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?