Professionalism%20Professionals%20develop%20competence%20in

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ProfessionalismProfessionals develop competence
in

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

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Professionalism

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

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Emotional I.Q. Means

• Ability to recognize ones own feelings and
  those of others
• Ability to self-motivate
• Ability to manage ones own emotions (e.g., anger)

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Rules of Office Politics

• Dont repeat what others have told you
• Dont 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 companys
  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

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Professional Customer Service Representatives . .
.

• Provide courteous and helpful service
• Understand that the organizations success
  depends on customers
• Continue to upgrade and use effective
  interpersonal skills to deal with customers

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Customers Need To

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

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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 whats 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

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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?