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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 one’s own feelings and those of others

Ability to self-motivate Ability to manage one’s

own emotions (e.g., anger)

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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

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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 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

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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

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Customers Need To

be understoodfeel welcomedfeel importantbe 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 what’s 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?