LEARNER GUIDE - INFOTECH 100infotech100.weebly.com/uploads/2/5/8/0/25809793/... · August 2017...

OBSERVE ETHICAL PRACTICES

LRDU-LG-BSSCREO221C-1.0

August 2017

LEARNER GUIDE


Published by

HEART TRUST/NATIONAL TRAINING AGENCY

Produced by

Learning Resources Development Unit

Gordon Town Road

Kingston 7

Jamaica W.I.

This material is protected by copyright ©. Copying this material or any part of it by any means,

including digital or in any form is prohibited unless prior written permission is obtained from the

HEART Trust/NTA.

© 2017


LRDU-LG-BSSCREO221C-1.0

August 2017

TABLE OF CONTENTS

PAGES

Introduction ................................................................................................................................. i

Welcome .......................................................................................................................... i

This Competency Unit ....................................................................................................... i

Before you Start ............................................................................................................... ii

Planning your Learning Programme .................................................................................. ii

Self-Assessment Checklist ................................................................................................. iii

How to use this Learner Guide ......................................................................................... v

Using the Computer and Other Resources ....................................................................... vi

Methods of Assessment .................................................................................................. vii

Quality Assurance .......................................................................................................... vii

Element 1 Protect the Interests Of Clients ........................................................................... 3

Self-Assessment Checklist ................................................................................................. 8

Element 2 Ensure Correct Representation ........................................................................... 9

Self Assessment Checklist ................................................................................................ 13

Element 3 Maintain Good Work Practices ......................................................................... 14

Self-Assessment Checklist ................................................................................................ 19


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INTRODUCTION

Welcome

Welcome to the Learner Guide for Unit of Competency, “Observe Ethical Practices”. This

is just one of a number of Learner Guides produced for the Business Services Industry,

and it is designed to guide you, the learner, through a series of learning processes and

activities that will enable you to achieve the specified learning outcomes for the

competency unit.

The content of this guide was developed from the Competency Standard BSSCREO221C,

which is one of the basic building blocks for the National Vocational Qualification of

Jamaica (NVQJ) certification within the industry. Please refer to your Learner Handbook

for a thorough explanation of standards and competencies, and how these relate to the

NVQJ certification.

You are also advised to consult the Competency Standard for a better understanding of

what is required to master the competency.

This Competency Unit

“Observe Ethical Practices” addresses the knowledge and skills required for effectively

observing ethical practices. The competency unit is comprised of the following elements:

Element 1. Protect the interests of clients

Element 2. Ensure correct representation

Element 3. Maintain good work practices

As you go through each element, you will find critical information relating to each one.

You are advised to study them carefully so that you will be able to develop the necessary

knowledge, skills and attitudes for providing table service of alcoholic beverages.

LG – BSSCRE0221C:



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Before you Start

Before you start this Learner Guide, you need to:

a. Obtain a Learner’s Logbook that will be used to record evidence of your new

skills/competence. As you demonstrate your new skills, record your activities and

have your learning facilitator sign off on them. This will allow you provide evidence

of your competence when you are being assessed against the competency standard

b. Ensure that you have access to the facilities and equipment necessary for learning

c. Ensure that your learning resources are available

d. Know and observe the occupational health and safety standards/practices for the

industry. For example, ensure that you are wearing suitable clothing, that tools and

equipment are safe, and that the correct safety equipment is used

e. Plan your learning programme (see below)

f. Understand how to use this Learner Guide (see below)

Planning your Learning Programme

The following self-assessment checklist will assist you in planning your learning

programme as it will help you to think about the knowledge, skills and attitudes needed

to demonstrate competency in this unit. As you go through the checklist, you will be able

to find out what competencies you have already mastered, and which ones you will

need to pay more attention to as you go through the learning process.

To complete the checklists simply read the statements and tick the ‘Yes’ or ‘No’ box.


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Element 1 Protect the interests of clients

Yes No

1. I can follow through with continuity of information flow as

expected of job role

2. I can safeguard the integrity and security of other’s

information as required by privacy legislation and company

policy

3. I can safeguard and articulate potential conflicts of interest as

quickly as possible to the relevant parties

4. I can maintain clients’ interests, including confidentiality and

proprietary rights

5. I can maintain and work to industry and international

standards

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )

Element 2 Ensure correct representation

Yes No

1. I can identify and reflect on my own social and cultural

perspectives and biases

2. I can work with awareness of my limitations in self and

social awareness

( )

( )

( )

( )

Self-Assessment Checklist

Observe Cultural Difference of Customers


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3. I can use reflection to support my ability to work

cooperatively and with understanding of others

4. I can identify and act on ways to improve myself and social

awareness

5. I can seek assistance from interpreters or other persons

according to communication needs

( )

( )

( )

( )

( )

( )

Element 3 Maintain good work practices

Yes

No

1. I can protect and promote work practices and the health and

safety of myself and others

2. I can treat colleagues and employees equitably and

professionally

3. I can ensure that I do not mislead colleagues, clients, and

employees regarding suitability of services and products

4. I can ensure professional opinion is qualified based on expertise

or knowledge limitations

5. I can update and upgrade professional knowledge and skills

continually

( )

( )

( ) ( )

( )

( )

( )

( )

( )

( )

If you ticked all or most of the ‘Yes’ boxes, then you might not need to go through the

entire guide. Ask your learning facilitator to assist you in determining the most

appropriate direction for this competency.

If you ticked a few of the ‘Yes’ boxes or none at all, then you should work through all of

the guide, even though some of elements may be familiar to you.

Plan your learning based on your answers. Be sure to involve your learning facilitator in

the planning process.


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How to use this Learner Guide

This Learner Guide is designed to assist you in working and learning at your own pace.

We suggest that you:

Go through the sections/elements as they are presented (starting at Section 1)

Check your progress at each checkpoint to ensure that you understand the

material

Observe the icons and special graphics used throughout this guide to remind you

of what you have to do to enhance your learning. The icons and their meanings

are as follows:

Complete Assessment Exercise

This exercise requires you to think about the knowledge

and skills that you have or will develop in this competency

unit.

Key Concepts Box

Words/phrases are defined or explained in this box. The

words/phrases being explained are in bold print.

Checkpoint

This denotes a brain teaser and is used to check your

understanding of the materials presented. No answers are

provided for the questions asked

Activity

This denotes something for you to do either alone or with

the assistance of your learning facilitator.

Reference

This points you to the reference materials and other

support documents or resources used in compiling the unit

content.


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Ask your learning facilitator for help if you have any problems with the

interpretation of the contents, the procedures, or the availability of resources

Stop and complete each activity as you come to it. If the activity requires you to

perform an actual task, be sure to tell your learning facilitator when you get to

that activity so that he/she can make arrangements

Get your learning facilitator to sign and date the Learner Logbook when you have

completed an activity

Read the summary and complete the self-assessment checklist at the end of each

section or element

When you have worked through all sections of the guide, complete the assessment

exercise at the end of the document. When you can tick every ‘Yes’ box, you are ready

for assessment and may ask your learning facilitator to assist you in making the

arrangement to have your performance assessed.

Using the Computer and Other Resources

Where your activities refer you to the library, computer and Internet resources, ask your

learning facilitator to assist you with locating these resources. If you are getting your

training in an institution, there may be a library and computer laboratory. If this is not

the case, visit the local library and find out what resources are available.

If you are unable to use the computer and the Internet, someone should be able to show

you how to use these resources.

Please note that in many of your activities you have been referred to information on the

Internet. This is because the Internet has a vast amount of information that can help you

acquire the particular competencies. We would like to advise you, however, that we

cannot guarantee that all the sites will be available when you need them. If this happens,

ask your learning facilitator to assist you with locating other sites that have the

information you require.


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Methods of Assessment

Competency will be assessed while work is being undertaken under direct supervision

with regular checks, but may include some autonomy when working as a team. You are

advised to consult the associated competency standard for further details relating to the

assessment strategies.

Methods include:

Practical demonstration

Oral presentation

Quality Assurance

A feedback form is included at the back of each Learner Guide, so all users are afforded

the opportunity to document their concerns pertinent to the various aspects of the guide.

Such concerns will assist in the review process of the Learner Guides. Users are

encouraged to cut out the form, complete and submit same to the address provided.

You may now start your learning. Have fun while you work!


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This unit is divided into three elements:

1. Protect the interests of clients

2. Ensure correct representation

3. Maintain good work practices

Learning Outcomes

Upon completion of this unit you should be able to:

Follow through with continuity of information flow as expected of job role

Safeguard the integrity and security of other’s information as required by privacy

legislation and company policy

Safeguard and articulate potential conflicts of interest as quickly as possible to the

relevant parties

Maintain clients’ interests, including confidentiality and proprietary rights

Maintain and work to industry and international standards

Present professional skills, knowledge, and qualifications correctly

Acknowledge services and products developed by self and others

Present estimates for work in a realistic manner, considering the stages of work,

budget constraints, and ability to influence project stages

Protect work practices and promote the health and safety of self and others

Treat colleagues and employees equitably and professionally

Ensure that colleagues, clients, and employees are not misled regarding the

suitability of services or products

Ensure that professional opinion is qualified based on expertise or knowledge

limitations

Update and upgrade professional skills and knowledge

LG – BSSCRE0221C:




August 2017

KEY CONCEPT

Code of Ethics

This is “a set of formal rules and

standards, based on ethical

values and beliefs about what is

right and wrong, that employees

can use to make appropriate

decisions when the interests of

other individuals or groups are

at stake” (George & Jones, 2005,

p. 74).

Introduction to Observe Ethical Practices

Ethics is concerned with behaviours or conducts that are perceived to be right or wrong

or acceptable or unacceptable. In all industries, there

are codes of ethics that govern the conduct of business

owners and their employees.

Key Concepts

Ethics

Value

Integrity

Confidentiality

Rights

Morals

Ethics in the workplace protects the employers,

employees, and clients from negative situations in the

workplace, including:

Conflict of interest

Violations of various company policies

Falsifying time reports

Lying

Theft

Bribery

Unfair treatment

It is very important that businesses establish a culture of ethical

value and practices; in this regard, employees will have no

option but to adapt to these practices because they will be

perceived as the norm. On the other hand, if ethical practices

are not observed by employers and senior officials in the firm,

the probability of employees being dishonest is much higher.

Unethical practices can cause businesses to lose their reputation,

and in effect, this will negatively impact their performance and profit. In the past,

unethical business practices have caused serious litigation issues with companies; one

famous company that was Enron.

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August 2017

ELEMENT 1 PROTECT THE INTERESTS OF CLIENTS

Follow Through with Continuity of Information Flow as Expected of Job Role

Continuity of information flow is an extremely important element in the communication

process in any business establishment. There is, generally, a standard or protocol for

communication. Persons at different levels of the firm’s

hierarchy have defined job roles and are expected to

act within the boundaries of their job responsibilities,

unless given additional authority by someone higher in

hierarchy.

Continuity of information is important for effective

and efficient communication to take place. When

information is passed onto you, it is your responsibility to act on it, accordingly. Lack of

information flow can cause poor customer service, low morale, decreased productivity,

chaos and confusion as well as ambiguity. Information flow results in shared knowledge,

unity, and higher achievement. Individual employees feel valued and appreciated, which

can motivate them.

Information flow can be continued using different media; the choice and variety of

media is dependent on your job role, level of authority, and the formality of the

message/information. Media may include:

Intranet site

E-mail communication

Text message

Meetings

Memorandum

Telephone conversations

The mechanics of the flow will vary according to your role; however, various

departments may rely on each other for information in order to improve performance.

For example, the human resource department will depend on the Information

Technology department to share research information and the HR department may in

turn, be expected to share information on promotion and hires. Be sure to respond in a

manner consistent with your role when you are expected to share information.

http://www.imagesource.com/stock-image/Woman-surrounded-by-with-holographic-information-IS099ML6E.html



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KEY CONCEPT

Conflict of Interest

Conflict of interest may arise when

a public official acts or is placed in

a situation that requires him/her to

act contrary to his absolute duty or

responsibility.

Safeguard the Integrity and Security of Other’s Information as Required by Privacy

Legislation and Company Policy/Safeguard and Articulate Potential Conflicts of Interest as

Quickly as Possible to the Relevant Parties

Organizations are held legally responsible for

safeguarding the integrity and confidentiality of their

clients, business associates, and employees’

information. They are also responsible for ensuring

that where conflict of interest arises, it is dealt with

in an ethical manner. Employers need to orientate

their new hires appropriately and ensure that they

articulate their policies and procedures regarding the

handling of information and conflict of interest.

Security procedures that may be implemented to

safeguard information may include:

not sharing passwords

protecting confidential information by not leaving it visible to others

preventing unauthorized persons from accessing confidential information

not discussing confidential information with unauthorized individuals, even

colleagues

storing information in secure cabinets or safes to protect against damage and

unauthorized access

Business operators are entrusted to act in the best interests of their stakeholders.

Stakeholders place their trust in these operators, and by extension, their employees, and

they expect that as trustees, you will act in their best interest. This is not always the

situation, as the case of Enron, proves. At times, there is conflict between an individuals’

personal interests and professional obligations/responsibilities. Should such situation arise,

you are expected to report it and remove yourself from the situation.

CHECKPOINT

1. Outline the importance of continuing information flow in an

organization.

2. What effects might a lack of information have on a firm’s

performance?



August 2017

Conflict of interest may occur in the following situations:

An executive or support person has a personal, financial or other interest in the

organization

A legal practitioner and client are in the business together

A legal practitioner simultaneously represents two clients whose interests are

adverse to one another

CHECKPOINT

1. What is conflict of interest?

2. Explain at least four methods that you can use to safeguard

stakeholders’ information.

3. If you perceive a potential conflict for yourself, what are some

ways you might ensure that this conflict doesn’t lead to

unethical behavior for you and others?

4. Why is it so hard for individuals to recognize their own

conflicts of interest? How is this impacted by behavioral biases?

ACTIVITY

In groups of three, conduct a research on the case of Enron.

Summarise the case

Identify at least five unethical practices or behaviours that

led to the demise of the company

Outline how you would have dealt with each of the

unethical behaviours that you identified.



August 2017

KEY CONCEPT

Proprietary Rights

These are the rights that go with

ownership of data or real property.

This may include financial

information, intellectual property

such as designs, concepts,

techniques, artwork, etc.

Maintain Client’s Interests, Including Confidentiality and Proprietary Rights/Maintain and

Work to Industry and International Standards

As an employee, it is your responsibility to maintain

a level of work standard that is of industry and

international standards. In doing so, you will

automatically maintain the confidentiality and

proprietary rights of your clients.

As outlined in the previous section, it is the legal

obligation of businesses and their associates to

protect and treat with confidentiality, information

of stakeholders. This extends to proprietary rights.

Failure to implement security measures to protect the stakeholders can result in

litigations, tarnished reputation, valuable clients, and, ultimately, bankruptcy.

In addition to established organizational policies, there are legislations and standards that

seek to protect the integrity and confidentiality of stakeholders’ rights and information;

these include:

confidentiality act

copyright laws

intellectual property rights

data protection act

privacy act

trade practices legislation

CHECKPOINT

1. What are some consequences that an organization may face

if it fails to adhere to industry and international standards?

2. Describe three legislation/acts that are established to protect

the confidentiality and proprietary rights of stakeholders.



August 2017

References

1. Conflict of interest. (2017). Retrieved from http://legal-

dictionary.thefreedictionary.com/Conflict+of+Interest

2. MacKechnie, C. (2017). The Best Ways to Improve Workplace

Communication. Retrieved from http://smallbusiness.chron.com/ways-improve-

workplace-communication-3092.html

3. George, J. M., & Jones, G. R. (2005). Understanding and managing organizational

behaviour (4th ed.). Upper Saddle River, NJ: Prentice Hall.

4. Taylor, K. (2015). Making Ethics a Priority in Your Workplace. Retrieved from

https://www.asaecenter.org/resources/articles/an_plus/2015/december/making-

ethics-a-priority-in-your-workplace

5. What is ethics? (2017). Retrieved from

http://www.bbc.co.uk/ethics/introduction/intro_1.shtml



August 2017

READY TO ASSESS YOUR COMPETENCE?

Now that you have completed this element, check if you have fully grasped all the

components by doing the following self-assessment:

Self-Assessment Checklist Yes No

1. I can follow through with continuity of information flow as expected

of job role

2. I can safeguard the integrity and security of other’s information as

required by privacy legislation and company policy

3. I can safeguard and articulate potential conflicts of interest as quickly

as possible to the relevant parties

4. I can maintain clients’ interests, including confidentiality and

proprietary rights

5. I can maintain and work to industry and international standards

( )

( )

( )

( )

( )

( )

( )

( )

( )

( )



August 2017

KEY CONCEPT

Resume

A document that outlines an

individual’s accomplishments

in terms of education, skills,

and experiences.

ELEMENT 2 ENSURE CORRECT REPRESENTATION

Present professional skills, knowledge, and qualifications correctly/ Provide information

to employers and clients that is unbiased and professionally qualified

Today’s job market is extremely competitive and this

increases the possibility of obtaining and keeping a

dream job. Employers are seeking the most qualified

and experienced individuals to fill their positions. As a

result, this has placed much pressure on job

applicants.

Some individuals may be tempted to behave

unethically in an attempt to secure a job position in

various companies. Ensure that when you are

presenting your resumes or curriculum vitae (CV), you

are as honest as possible. Lying or falsifying

documents in an attempt to secure a job is unethical and it can negatively impact your

possibility of future employment with other firms.

If a particular job requires specific skills that you do not possess, you can simply enroll in

courses or programmes at credible institutions and obtain these skills. Remember that

once you are enrolled in these courses you can include them on your resume or CV as

long as you present them accurately. For example, you may state that your certification is

pending, and include an anticipated date.

It is wise to seriously consider your dream job and obtain relevant skills and qualifications

for this particular area. Present the information of your resume in a professionally

unbiased manner. Ensure that you have proof for all qualifications, skills, and knowledge

that you include on your résumé.

Today’s work force is dynamic and technology-oriented, and as such, it is advisable that

you obtain and include skills such as:

research

communication

adaptability/flexibility

interpersonal skills

leadership

computer

http://www.imagesource.com/stock-image/Business-people-looking-at-digital-tablet-in-office-lobby-IS09AO7RH.html



August 2017

Acknowledge Services and Products Developed By Self and Others

It is unethical to use the idea, works, or products of others without appropriately

acknowledging said the sources. In academia, improper or failure to acknowledge the

works of others is referred to as plagiarism.

There is intentional and unintentional plagiarism;

intentional plagiarism is when you use the works or ideas

of others without giving them credit.. Unintentional

plagiarism is using persons’ works or ideas and not

acknowledging them appropriately.

It is also unethical to present works or ideas that you

have previously developed and published as though you

have just developed it. This is called self-plagiarism.

Similarly, if you are dealing with products and services, you need to acknowledge the

creator or provider of the products and services. There are laws that govern the use of

intellectual property of individuals and organizations. Not acknowledging the originator

of these products or services can have legal ramifications for your firm or yourself.

CHECKPOINT

1. Discuss the potential impact falsifying of skills and

experiences on your résumé, may have on your career.

2. What are some basic and essential skills that you should

acquire and include on your résumé?

ACTIVITY

Research the various formats and styles for presenting a

professional résumé/CV.

Choose an appropriate format and develop a résumé for a

supervisory position in a customer engagement centre of your

choice.

http://www.imagesource.com/stock-image/Close-Up-Of-Woman-Sitting-On-Bed-Using-Laptop-Computer-IS09B1D3Q.html



August 2017

Present Estimates for Work in a Realistic Manner, Considering the Stages of Work,

Budget Constraints, and Ability to Influence Project Stages

When you present an estimate for work that has been completed, you need to provide

for the customer, a written copy of the estimates, and include a full breakdown of all the

costs up to that specific stage of the job. You should include the following in your

estimates:

overall price or cost

breakdown, detailing when components of the price

schedules, explaining in details of when the work will be completed and the

products that have already been delivered

terms and conditions

duration or time period for which the estimates are valid

payment terms or schedule

CHECKPOINT

1. Differentiate between intentional and unintentional

plagiarism

2. What is self-plagiarism?

3. Explain the term intellectual property.

ACTIVITY

1. Conduct research and develop a presentation on the

importance of acknowledging or giving persons credit for

their works, ideas, services, and products.

2. Include at least 3 different sources and ensure that you

appropriately acknowledge the works of the publishers

whose ideas or information you use.

3. Present your findings to the class.



August 2017

All relevant information about your business should also be included; use a letterhead if

you have one for your company. Ensure that you have your estimates (that your

customer is aware of and is in agreement with the conditions) signed.. You may include a

disclaimer that states that the estimates are subject to change due to stage of work that

has been completed, and changes in estimated costs of products that are needed to

complete the work.

As usual, you need to apply good business ethics when you are developing your

estimates. Take into consideration, the stages of the work that have been completed, as

well as the incomplete portion, budgetary constraints, and how you can personally

influence the completion of the project, whether in regards to timeline, labour, or cost.

References

1. American Psychology Association. (2010). Publication manual of

the American Psychology Association (6th ed.). Washington, DC: APA.

2. Canada Business Network. (2017). Price List, Estimates, quotations And Tenders.

Retrieved from http://www.infoentrepreneurs.org/en/guides/price-lists--estimates--

quotations-and-tenders/

3. Estimating Guidelines. (2002). Retrieved from

http://www.ksinc.com/itpmcptools/EstimatingGuidelines.pdf

4. George, J. M., & Jones, G. R. (2005). Understanding and managing organizational

behaviour (4th ed.). Upper Saddle River, NJ: Prentice Hall.

CHECKPOINT

1. What are estimates, and why are they needed?

2. What are some factors that you should consider when you are

developing an estimate?

/



August 2017

5. Taylor, K. (2015). Making Ethics a Priority in Your Workplace. Retrieved from

https://www.asaecenter.org/resources/articles/an_plus/2015/december/making-

ethics-a-priority-in-your-workplace





1. I can present professional skills, knowledge, and qualifications

correctly

2. I can acknowledge services and products developed by myself and

others

3. I can provide unbiased and professionally qualified information to

employers and clients

4. I can present estimates for work in a realistic manner, considering

the stages of work, budget constraints, and ability to influence

project stages

( )

( )

( )

( )

( )

( )

( )

( )



August 2017

ELEMENT 3 MAINTAIN GOOD WORK PRACTICES

Protect and Promote Work Practices and the Health and Safety of Self and

Others/Update and Upgrade Professional Skills and Knowledge

Companies are legally responsible for protecting their internal and external customers

and practise and promote safe and healthy work environments.

It is vital that employees are aware of all

pertinent information that relate to their

health, safety, and security. It is the legal

and moral responsibility of all employers to

ensure that they disclose all information

regarding their health, safety, and security.

Employees are expected to comply with

these guidelines and procedures that relate to workplace hazards and risks that may affect

them in one way or another. They are expected to behave in a manner that ensures the

health, safety, and security of themselves and their colleagues.

Employers should provide for employees, specific information relating to health, safety,

and security issues and provide answers to any relevant questions that employees may

have. Information that should be provided to employees may be related to the

following:

natural disaster (e.g. fire, hurricane, flood)

accidents such as choking, poisoning, falls, cuts, burns, electrical shock

theft

the delivery of suspicious items

fraud

illness (e.g. heart attacks)

spills

preventative measures to be implemented

how to respond in specific situations



August 2017

A number of companies also view it as their responsibility to provide appropriate

training or professional development for employees. These trainings are not only

beneficial to the employees but the employers also reap significant benefits. Employers

provide skill-specific trainings that will enable the employees to execute their tasks more

effectively and efficiently. In providing training for its staff, a company is also boosting its

productivity level, and, consequently, its performance and profitability.

Professional development may include the following types of training:

conferences

seminars

workshops

short courses

professional membership

industry updates

CHECKPOINT

1. What is the relevance of ensuring that employees upgrade and

update their professional skills and knowledge contiually ?

2. Identify at least three ways by which employees can have their

professional knowledge and experience upgraded and updated.

3. Why is it important for employers and employees to promote and

incorporate health and safety practices forthemselves and others ?

ACTIVITY

Draft a health, safety, and security policy for the Customer Engagement

Centre for which you are currently employed. Ensure that you include all

relevant and pertinent information in the policy.



August 2017

Treat Colleagues and Employees Equitably and Professionally

When you maintain a positive and professional outlook in the workplace, it evokes the

respect of other individuals. It is believed that there is a positive correlation between

how employees are treated and their level of input; in other words, employees will

contribute more to an organization if they believe they will obtain additional outcome.

Outcomes may include:

pay

fringe benefits

job satisfaction

status

opportunities for advancement

job security

In addition, employees will compare their job input and

outcomes to that of their peers and supervisors. If they

believe that they are not being treated fairly or equitably,

their level of motivation will decrease, hence, a decrease in

performance. It is good to note that employees’ level of

motivation is at its peak when equity exists and employees

receive outputs that are comparable to their level of input.

Professionalism speaks to your appearance, competence, and behaviors including

kindness, politeness, and being considerate to others. It is important that you display a

high level of professionalism in the workplace. Professionalism dictates that you treat

others respectfully and equitably. Employees who are treated professionally are more

likely to behave in a similar manner; this will increase job satisfaction and motivation,

thereby, increasing performance.

CHECKPOINT

1. Who is considered a professional?

2. How might employees’ perception of being treated equitably

impact their performance on the job?

http://www.imagesource.com/stock-image/Engineers-inspect-plans-on-digital-tablet-in-engineering-factory-IS09AF4AL.html



August 2017

Ensure that you do not Mislead Colleagues, Clients, and Employees Regarding Suitability

of Services and Products/Ensure Professional Opinion is Qualified Based on Expertise or

Knowledge Limitations

Remember that honesty is the best policy and so you should never misrepresent a

product or service to your clients, colleagues, and employees; this is unethical and should

never be done. Misleading information about a product or service can damage the image

and reputation of your firm and lead to loss of valued customers; it can also lead to

litigation issues and bad publicity.

It is essential that you obtain product

knowledge. When you are presenting

information about a product or service,

ensure that the information can be

substantiated by facts such as testimonials

and product information located on

manufacturer’s website or other credible

Internet resources. Having a thorough

knowledge of the products and services

your firm offers will assist you in building

customer loyalty and improving performance. Furthermore, you always want to possess

a competitive advantage over your business rivals; you will not be able to achieve this if

your stakeholders do not trust you.

Adequate product and service knowledge is all about excellent customer service. If your

knowledge about a particular product or service is limited, seek assistance and escalate

the situation to a colleague who is knowledgeable. This will save you and your firm

much unnecessary heartache in the near future.

CHECKPOINT

1. How might you deal with a situation where a stakeholder is

seeking information about a particular product or service to

which you have limited knowlege and expertise ?

2. What can you do to educate yourself regarding your firm’s

products and services ?

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August 2017

References

1. George, J. M., & Jones, G. R. (2005). Understanding and

managing organizational behaviour (4th ed.). Upper Saddle River, NJ:

Prentice Hall.

2. Thompson, M. (2017). 10 Positive Ways to Earn a Co-Worker’s Respect. Retrieved

from http://work.chron.com/10-positive-ways-earn-coworkers-respect-1518.html

ACTIVITY

Conduct a research on the impact misleading stakeholders regarding

suitability of product or service on a firm’s existence. Share your

findings with your classmates and instructor in a PowerPoint

presentation.



August 2017





1. I can protect and promote work practices and the health and safety

of self and others

2. I can treat colleagues and employees equitably and professionally

3. I can ensure that I do not mislead colleagues, clients, and employees

regarding suitability of services and products

4. I can ensure professional opinion is qualified based on expertise or

knowledge limitations

5. I can update and upgrade professional knowledge and skills

continually

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August 2017

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