1. © 2001 Wadsworth, a division of Thomson Learning, Inc. 1 Professionalism Professionals develop competence in Career planning and development Knowledge –skill –organization –emotional I.Q. –basic

2. © 2001 Wadsworth, a division of Thomson Learning, Inc. 2 Professionalism Presentation of self –business etiquette –office politics Empathy Job performance Customer service Ethical decision- making

3. © 2001 Wadsworth, a division of Thomson Learning, Inc. 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. © 2001 Wadsworth, a division of Thomson Learning, Inc. 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. © 2001 Wadsworth, a division of Thomson Learning, Inc. 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. © 2001 Wadsworth, a division of Thomson Learning, Inc. 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. © 2001 Wadsworth, a division of Thomson Learning, Inc. 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. © 2001 Wadsworth, a division of Thomson Learning, Inc. 8 Customers Need To be understood feel welcomed feel important be comforted

9. © 2001 Wadsworth, a division of Thomson Learning, Inc. 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. © 2001 Wadsworth, a division of Thomson Learning, Inc. 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. © 2001 Wadsworth, a division of Thomson Learning, Inc. 11 Reasons for Unethical Decision-Making Individual –Moral development –Maturity level –Mental stability –Ignorance –Low acceptance of personal responsibility

12. © 2001 Wadsworth, a division of Thomson Learning, Inc. 12 Reasons for Unethical Decision-Making Situational –Economic need –Special circumstances –Pressure

13. © 2001 Wadsworth, a division of Thomson Learning, Inc. 13 Reasons for Unethical Decision-Making Organizational –Employee Relationship weak singular unbalanced –Culture socialization process modeling

14. © 2001 Wadsworth, a division of Thomson Learning, Inc. 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. © 2001 Wadsworth, a division of Thomson Learning, Inc. 15 Influencing Ethical Behavior Training –Ethical decision-making –Organizational Culture Sanctions for unethical behavior Code of ethics

16. © 2001 Wadsworth, a division of Thomson Learning, Inc. 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?