PROFESSIONAL DEVELOPMENT AND APPLIED ETHICS PDF

Chapter 1 GENERAL CONCEPTS OF ETHICS COURSE LEARNING OUTCOME (CLO) At the end of the course, the students can: 1. Discuss the fundamental concepts of ethics and professional development. INTENDED LEARNING OUTCOMES (ILOs) At the end of the lesson, the students can: 1. Formulate own definition of ethics(CLO #1); 2. Differentiate the formal object of ethics from the material objects of ethics; (CLO #1) 3. Discuss the forms of ethical analysis(CLO # 1); and 4. Elucidate the importance of ethics (CLO # 1). INTRODUCTION Ethics, also called moral philosophy, the discipline concerned with what is morally good and bad and morally right and wrong. The term is also applied to any system or theory of moral values or principles. How should we live? Shall we aim at happiness or at knowledge, virtue, or the creation of beautiful objects? If we choose happiness, will it be our own or the happiness of all? And what of the more particular questions that face us: is it right to be dishonest in a good cause? Can we justify living in opulence while elsewhere in the world people are starving? Is going to war justified in cases where it is likely that innocent people will be killed? Is it wrong to clone a human being or to destroy human embryos in medical research? What are our obligations, if any, to the generations of humans who will come after us and to the nonhuman animals with whom we share the planet? Ethics deals with such questions at all levels. Its subject consists of the fundamental issues of practical decision making, and its major concerns include the nature of ultimate value and the standards by which human actions can be judged right or wrong. 1 Preliminary Questions 1. What is ethics? 2. How is ethics different from morality? 3. Why do ethics matter? PREPARATION Look at the picture closely. What can you say about the man in the picture? How are you going to relate it to ethics? 2 PRESENTATION MEANING OF ETHICS Etymologically, Ethics is derived from the Greek word “ethicos” which means “custom” or “character”. From this etymological meaning, the following vernacular or formal definitions are drawn:  Ethics is the practical science of the morality of human conduct  Ethics is a philosophical science dealing with the morality of the human acts.  Ethics is the systematic study of human actions from the point of view of their rightness or wrongness as means for the achievement of ultimate happiness.  Ethics is the normative science of the conduct of human beings living in societies – science which judges this conduct to be right or wrong, to be good or bad.  Ethics means philosophical study of morality, of the foundation on which morality is based, and of the practical implications of a systematic moral outlook. At its simplest, ethics is a system of moral principles. They affect how people make decisions and lead their lives. Ethics is concerned with what is good for individuals and society and is also described as moral philosophy. Ethics covers the following dilemmas:  how to live a good life  our rights and responsibilities  the language of right and wrong  moral decisions - what is good and bad? Our concepts of ethics have been derived from religions, philosophies and cultures. They infuse debates on topics like abortion, human rights and professional conduct. APPROACHES TO ETHICS Philosophers nowadays tend to divide ethical theories into three areas: metaethics, normative ethics and applied ethics.  Meta-ethics deals with the nature of moral judgement. It looks at the origins and meaning of ethical principles.  Normative ethics is concerned with the content of moral judgements and the criteria for what is right or wrong.  Applied ethics looks at controversial topics like war, animal rights and capital punishment 3 APPLIED ETHICS Under what conditions is an abortion morally permissible? Does a citizen have a moral obligation to actively participate (perhaps by voting) in the democratic process of one’s nation (assuming one is living in a democracy)? What obligations, if any, does one have to the global poor? Under what conditions is female genital excision morally permissible? If there are conditions under which it is morally wrong, what measures, if any, should be taken against the practice? These are just some of the thousands of questions that applied ethicists consider. Applied ethics is often referred to as a component study of the wider sub-discipline of ethics within the discipline of philosophy. This does not mean that only philosophers are applied ethicists, or that fruitful applied ethics is only done within academic philosophy departments. In fact, there are those who believe that a more informed approach is best gotten outside of the academy, or at least certainly outside of philosophy. This article, though, will mostly focus on how applied ethics is approached by trained academic philosophers, or by those trained in very closely related disciplines. Applied ethics deals with difficult moral questions and controversial moral issues that people actually face in their lives Examples: the moral issues regarding… abortion euthanasia giving to the poor sex before marriage the death penalty gay/lesbian marriage (or other rights) war tactics censorship so-called “white lies” etc. OBJECTS OF ETHICS The principal cause of actions is usually attributed to the doer. If, for instance, Pedro committed a crime, Pedro and not a malicious demon or spirit is responsible for his act or for the crime he committed. Because Pedro did the act, it is expected that Pedro suffers the moral or legal consequences of his act. Hence a person in control of his faculties (i.e. intelligence and will), is judged as moral if he performs an act that observes a particular standard of morality, and immoral if he commits an act that violates any given moral standard. This is putting the matter in the simplest possible way. It is important to distinguish, however, between moral agent or the doer of amoral act, and the act performed by a moral agent. THE PHYSICAL OBJECT OF ETHICS The doer of an act and act done by the doer are two different objects of ethics. The doer of an act is the physical object of ethics (i.e. moral agent). The physical object of ethics does not only refer to a person, but to an institution (e.g., the business firm, the government, etc) and to other forms of social organization (e.g., nongovernmental organizations, clubs, fraternity, associations, etc.) that perform moral actions and other rational activities such as decision making, moral calculation etc. 4 THE NONPHYSICAL OBJECT OF ETHICS On the other hand, the action done by a moral agent, such as the act of telling the truth, helping others in distress, fulfilling apromise, forgiving others’ trespasses, humility, including malicious deeds, such as murder, stealing, lying, etc. are called the nonphysical object of ethics. Though considering the nature of the moral agent is important in ethics analysis, it is the act, and not the doer of the act which is considered to be formal object of ethics. TWO GENERAL FORMS OF ACTS Not all acts are to be taken as formal objects of ethics. Certain acts are of some value of ethics, while others are expendable to ethical analysis. These become clearer if we consider the two general forms of acts in the light of their moral value: the acts of man and the human acts. Follow closely the discussions below and study why human acts are considered to be the formal objects of ethics. ACTS OF MAN INVOLUNTARY NATURAL ACTS Acts of man are of 2 types: the first type is called involuntary natural acts. These include the involuntary, intuitive or reflex acts exhibited by man, such as the blinking of the eyes, the beating of the heart, sneezing, yawning, breathing, scratching, etc. When you are eating, you are always aware of the way you chew or swallow your food? Probably not, unless you just had dental surgery, or are suffering from tonsilitis (inflammation of the tonsil) or gingivitis (inflammation of the gums). Try doing the following and confirm for yourself if they are indeed involuntary: 1. Stop blinking for five to ten minutes 2. Stop breathing for five toten minutes 3. Stop yourheart from beating 4. Stop your stomach from digesting the food you have taken during breakfast. Now after performing the suggested exercise above, answer the following questions: Can you choose not to blink for an entire day? Can you stop breathing even for 1 hour? Can you stop yourheart from beating? Can you tell your stomach to stop digesting the food you have eaten? If you can, you are surely not of this world. If you cannot, then, be rest assured that you are normal – just like everybody else – because the acts you tried to stop are unstoppable and uncontrollable. They are involuntary and natural acts. 5 VOLUNTARY NATURAL ACTS The second type of nonmoral acts are called voluntary natural acts. They include voluntary and natural, but not necessarily reflexive acts, such as sleeping, eating, drinking, etc. These types are actions we usually perform as part of our daily, socially learned activities, such as brushing our teeth, combing our hair, cutting our nails, taking a bath etc. The second type of nonmoral acts is different from the first type because it involves a certain degree of freedom or voluntariness, so to speak. One may decide, for instance, when to sleep, or whether to sleep or not, whether or not to brush one’s teeth, but one cannot decide when to start or stop his heart from beating. However, these actions are similarly categorized under acts of man because they are neither moral nor immoral. We cannot for instance, judge our classmate to be moral or immoral just because his heart is beating, or because he did not take his breakfast before going to school. Hence, because involuntary natural acts and voluntary natural acts are neither moral nor immoral, they do not possess any moral values. Nonmoral acts can hardly be the formal object of ethics. But we should take note that voluntary natural act like sleeping, could become moral acts if they are performed beyond their natural purposes. Sleeping at work, for example, is no longer perceived as simply a natural act, but an unethical and unacceptable act. HUMAN ACTS The second general form of act is called human acts. Human acts include actions that are conscious, deliberate, intentional, voluntary and are within the preview of human value judgment. Human acts are either moral or immoral. These actions are products of man’s rationality and freedom of choice – like telling the truth, helping others in distress, caring for the sick, etc. since moral acts contain the elements that allow for moral judgment and setting of moral responsibility. These acts are then said to be the formal object of Ethics. CLASSIFICATION OF HUMAN ACTS Acts are judges as to their moral worth based on conformity to standards or norms of morality. Human acts are classified into the following: 1. Moral or ethical acts. These are human acts that observe or conform to a standard or norm of morality. Some examples of moral or ethical actions include helping others in need, taking examinations honestly, returning excess for change received giving party to your friends, etc. 2. Immoral or unethical acts. These are human acts that violate or deviate from a standard of morality. Immoral/unethical actions may include, refusing to help others in distress, cheating in an examination, speaking ill of others, etc. 6 AMORAL OR NEURAL ACTS For purposes of clarity, let us include amoral or neutral actions in the discussions. Amoral or neutral actions do not apply to human acts because human acts can either be moral or immoral but not morally neutral. Instead, the classification applies to nonmoral acts (acts of man). Recall that these acts are neither good nor bad in themselves. However, depending on the circumstances surrounding a neutral act, it may become a moral/ethical or immoral/unethical act. As we pointed out earlier, neutral acts like, for instance, sleeping, becomes an immoral/unethical act if it is done during office work schedule ( e.g., a teacher sleeping in her class, a security guard sleeping in his night duty, etc.) COMPONENTS OF MORAL ACT Depending on the ethical theory applied, a moral of human act may be ethical/moral or unethical/immoral if one or two of its elements either conform to or violate a moral principle of the theory. Differences in elements emphasized mark the difference between and among major theories of ethics. These elements upon which to focus assessment of whether moral of human acts conform to or violate a particular norm are enumerated below. 1. The intention or motive of the act. For instance, studying the lesson is intended to pass an exam, or training for a basketball match is intended to win the championship title. 2. The means of the act. This is the act or object employed to carry out the intent of the act. The act of studying hard is a means to pass an exam, or the act of training one’s self is a means to win the championship match. The means can also be a person. For example, a person who pretends to help another to advance his selfish interest is a person who treats another person as a means to his personal end. 3. The end of the act. The intent of the act is assumed to be always directed toward a desired end or a perceived good, such as passing the exam or winning the basketball championship tournament, which the means employed will help achieve. For example, reading the lesson to pass an exam or training in the hard court for the championship. The end of the act thus becomes the basis or foundation for the intent of the act. FORMS OF ETHICAL ANALYSIS Descriptive ethics, also known as comparative ethics, is the study of people's beliefs about morality. It contrasts with prescriptive or normative ethics, which is the study of ethical theories that prescribe how people ought to act, and with meta-ethics, which is the study of what ethical terms and theories actually refer to. The following7 examples of questions that might be considered in each field illustrate the differences between the fields: Major Normative ethics are theories are usually classified into the following: Consequentialist (Teleological) Ethics ⚫ Is a general normative theory that bases the moral evaluation of acts, rules, institutions, etc. solely on the goodness of their consequences, where the standard of goodness employed is a standard of non-moral goodness. ⚫ Focus only on the consequences. Non Consequentialist ⚫ Define what is morally right or wrong by the actions themselves, rather than referring to the consequences of those actions, or the character of the person who performs them. Authoritarian Ethics ⚫ This theory of morality appeals to authority and force in determining what constitutes right from wrong, good from bad, moral from immoral. Authoritarian ethics includes, among others, Theological or the Divine Command Theory of Morality and Legalism or Legalistic Morality. Theological Ethics ⚫ This holds the will of God is what determines the rightness and wrongness of an act. Legalism or Legalistic Morality ⚫ This on the other hand, determines right from wrong, based on a body of clearly stated and well-documented body of laws. Laws provide a standard of behavior which every member of a particular state must try to observe. Ethical Egoism ⚫ is the normative theory that the promotion of one's own good is in accordance with morality. In the strong version, it is held that it is always moral to promote one's own good, and it is never moral not to promote it. Situational Ethics ⚫ Situation ethics, also called situational ethics, in ethics and theology, the position that moral decision making is contextual or dependent on a set of circumstances.8 FORMS OF ETHICS My daughter is terribly sick, and I’m penniless. If I have the opportunity, is it fine to steal? A friend confided to me that she was sexually harassed by her boss. She confided in me, and I promised her not to tell anyone of her secret. Should I report it to the management, or should I keep my promise? Practical ethics is primarily concerned with answering matter-of-fact questions, such as the questions posed by the situations presented above. Practical ethics is essentially normative, that is, it prescribes courses of action for moral issues where clear answers are lacking. Generally, Practical Ethics aims to develop a workable system of behavior that can be used in daily conduct of human existence. Theoretical Ethics ⚫ Primarily aims to study the meaning of ethical concepts such as good, right, fairness, etc. ⚫ Attempts to study the nature of moral acts ⚫ Inquires into what makes a right action right ⚫ Determines the relation between facts and values Moral Skepticism is the meta-ethical theory that no-one has any moral knowledge (or the stronger claim that no-one can have any moral knowledge). It holds that we are never justified in believing that, and never know whether, moral claims are true. PRACTICE I. Determine whether the following acts are HUMAN ACT or ACT OF MAN. (1 point each) 1. Studying a lesson 2. Fulfilling a promise 3. Cooking an unusual menu 4. Chewing apiece of gum 5. Committing adultery 6. Yawning 7. Playing basketball 8. Helping others 9. Praying 10. Combing one’s hair 9 Chapter 2: FUNDAMENTALS OF PROFESSIONALISM AND PROFESSIONAL DEVELOPMENT COURSE LEARNING OUTCOME (CLO) At the end of the course, the students can: 1. Discuss the fundamental concepts of ethics and professional development. INTENDED LEARNING OUTCOMES (ILOs) At the end of the lesson, the students can: 1. Discuss the meaning of professionalism and professional development (CLO #1); 2. Characterize the different ways to display professionalism (CLO #1); and 3. Analyze a hospitality case study showing skills in problem solving, decision making, handling complaints, collaborative learning, teamwork and critical thinking (CLO #1). INTRODUCTION Linda Evans defines professional development as the ‘process whereby people’s professionalism and/or professionality may be considered to be enhanced. Professional development refers to the process of identifying goals and learning new skills to help you grow and succeed at work. Professional development may lead to a promotion or change in job, or simply to doing better in a current position. Wherever it leads you, professional development includes these elements: creating a vision of success, knowledge of the skills required to succeed, formal or informal assessments, and an individual development plan. On the other hand, professionalism which is a powerful quality that can allow you to fulfill your role to the best of your ability. It helps you to impress and inspire others. It also gives you a deep sense of satisfaction and self-worth. What's more, professionalism is something that everyone can aspire to from day one of their career. Preliminary Question 1. Enumerate ways to display professionalism both in school and workplace. 10 PREPARATION Look at the picture closely. What can you say about it? How can you relate it to professionalism? PRESENTATION MEANING OF PROFESSIONALISM AND PROFESSIONAL DEVELOPMENT Professionalism is the conduct, behavior and attitude of someone in a work or business environment. A person doesn’t have to work in a specific profession to demonstrate the important qualities and characteristics of a professional. Professionalism leads to workplace success, a strong professional reputation and a high level of work ethic and excellence. Professional Development - refers to all training, certification and education that a worker needs to succeed in his or her career. It's no secret that different jobs require different skills. Even if a worker currently has the necessary skills, he or she may need additional skills in the future. Through professional development, workers can learn these skills to become better, more efficient workers. While job training is an essential part of professional development, this concept covers all forms of education and learning that's intended to help a worker succeed. Other examples of professional development include college studies, online training programs, industry certifications, coaching, mentoring and consultation. WAYS YOU CAN DEVELOP AND PRACTICE PROFESSIONALISM: 1. Be productive - Use your time productively at work. Focus on your job responsibilities and avoid getting pulled into social media, web browsing and phone activity while on the clock. 2. Develop a professional image - Project a professional presence and dress appropriately for your industry and organization. A good rule of thumb is to dress in the position you aspire to have. 11 3. Take the initiative - Ask for more projects to be given to you or think of assignments that will meet your organization's goals. You don’t want to be under-utilized. 4. Maintain effective work habits - Prioritize, plan and manage your assignments and projects. Follow up and follow through with your supervisor and team members. 5. Manage your time efficiently - Establish priorities, set goals and create action plans to meet deadlines. 6. Demonstrate integrity - Be accountable for your work and actions while behaving ethically at all times. 7. Provide excellence - Produce work and results that reflect a sense of pride and professionalism, often exceeding expectations. 8. Be a problem-solver - When you run into problems and obstacles take the time to brainstorm a few solutions and alternatives before you meet with your supervisor. 9. Be resilient - Develop coping skills to manage setbacks and challenges with a positive and constructive attitude. 10. Communicate effectively - Practice professional on-line, in person and interpersonal communication skills. 11. Develop self-awareness - Learn to manage your emotions and gain awareness of your emotional triggers so you can manage your reactions positively and productively. Accept and reflect on feedback to assist as you learn and grow. 12. Build relationships - Network with colleagues, customers and clients to build professional cordial relationships, work on teams and collaborate effectively. WHAT IS WORK ETHIC? Work ethic is the ability to maintain proper moral values within the workplace. It is an attitude that shapes the way an individual performs its job duties with high moral standards. Work ethics is known as a transferable or “soft” skill. It is an inherent attitude that an individual possesses and it allows him to make decisions and perform his duties with positive moral values that include elements like integrity, responsibility, high quality, discipline, humility and teamwork. An individual that possesses a positive work ethics will consider the moral implications of everything he does and will establish clear boundaries between what he considers appropriate and what he doesn’t, according to his own values and principles. Companies should establish and promote a set of organizational values that can be observed to perform adequate assessments and goals for each individual that connects12 somehow with the organization. Since each person has different backgrounds, beliefs and attitudes towards different subjects, the guidelines must be provided by the company or institution in order to maintain a desirable work environment. In most cases, a company’s values are a reflection of its founder’s beliefs and principles THE IMPORTANCE OF PROFESSIONALISM IN BUSINESS Professional workplace behavior is necessary for the long-term success of a business, whether it's a big corporation or small business. Employee interactions and relationships with customers are of vital importance to ensure that company goals and objectives are met. A professional work place attitude and appearance allow employees to take pride in their work and improve worker performance. Managers who behave professionally set an appropriate example by encouraging their people to conduct themselves in a manner that supports company-wide success. Establishes Appropriate Boundaries Professionalism in the work place establishes boundaries between what is considered appropriate office behavior and what is not. While most managers support an enjoyable and vibrant work environment, limits must be put in place to avoid conflicts and misunderstandings. Workers who conduct themselves professionally steer clear of crossing the line with their conversations and other interactions with co-workers, superiors and clients. Encourages Personal Improvement A business environment in which employees dress and operate professionally is more conducive for success. For example, professional dress codes are understood to support career development and personal growth in the work place. That's because workers who dress and act professionally feel better about themselves and are encouraged to perform better for their clients. Promote and Maintain Accountability Companies that interact directly with clients are obligated to provide the best services possible and present their company in the best possible light. Professionalism counts when providing written information to clients. Professionally written company reports, business plans or other correspondence help businesses remain accountable with their level of service. The impression given in the paperwork submitted is important in enforcing the right impression about your business. Establishes Respect for Authority, and Yourself Professionalism in business establishes respect for authority figures, clients and co- workers. Maintaining a professional demeanor limits gossip and inappropriate personal conversations that could be considered disrespectful. Keeping a professional attitude with clients who behave inappropriately demonstrates the level of respect an employee has for the customer and the business partnership. 13 Boosts Respect and Minimizes Conflict Conflicts are less likely to arise in a professional business environment. Workers who respect each others' boundaries and conduct themselves professionally rarely have disagreements that cannot be resolved efficiently. Professionalism in business also benefits diverse environments in which business people and their clients have several different perspectives and opinions. Professional behavior helps business people avoid offending members of different cultures or backgrounds. CHARACTERISTICS OF PROFESSIONALISM IN THE WORKPLACE 1. A Neat Appearance - Look sharp and organized: Iron your clothes, polish your shoes, and practice good hygiene and grooming. 2. Proper Demeanor (in Person and Online) - Be polite and well-spoken 100 percent of the time. Whether you’re speaking with customers, superiors, or co-workers, keep calm and be tactful, even in tense situations. 3. Reliable  Get your work done on time.  Respond to requests promptly and follow-through with promises in timely fashion.  Set benchmarks and meet them to demonstrate reliability. 4. Competent  Express confidence, but not attitude.  Become an expert in your field: Continue your education, attend seminars, and attain relevant professional designations. Remain teachable. Knowledge is power! 5. Communicator  Compose your letters and emails to be brief and to the point. Make sure you have a professional signature and email address.  Keep your tone polite and formal. 6. Good Phone Etiquette  Identify yourself with your full name, company, and title when placing and/or answering a call.  Do not dominate the conversation; listen intently and process what the other person is saying.  Do not use slang terms and mind your tone of voice.  Smile while you talk: The caller may not see it, but they can hear it in your voice. 14 7. Poised - Maintain your composure, even when facing a difficult situation. If a customer or superior is being belligerent, do not mirror that behavior. Diffuse the situation with your professional demeanor. 8. Ethical – always follow a code of ethics. It is imperative to display ethical behavior at all times, on or off the clock. 9. Organized  Keep your area neat and organized for easy execution of tasks.  Keep an updated appointment book so you don’t forget meetings.  Carry only the necessary contents for the day in your briefcase. 10. Accountable - Take responsibility for your actions. Own your mistake, work to resolve it, and fix it as soon as possible. Even better: Learn from your mistakes. Lead by this example to create trust. MEANING OF PROBLEM SOLVING SKILL Problem solving skill refers to our ability to solve problems in an effective and timely manner without any impediments. It involves being able to identify and define the problem, generating alternative solutions, evaluating and selecting the best alternative, and implementing the selected solution. WHAT ARE PROBLEM-SOLVING SKILLS? Problem-solving skills help you determine the source of a problem and find an effective solution. Although problem solving is often identified as its own separate skill, there are other related skills that contribute to this ability. Some key problem-solving skills include:  Active listening  Analysis  Research  Creativity  Communication  Dependability  Decision making  Team-building Problem-solving skills are important in every career at every level. As a result, effective problem solving may also require industry or job-specific technical skills. 15 HERE ARE A FEW EXAMPLES OF SKILLS YOU MAY USE WHEN SOLVING A PROBLEM: Research Researching is an essential skill related to problem solving. As a problem solver, you need to be able to identify the cause of the issue and understand it fully. You can begin to gather more information about a problem by brainstorming with other team members, consulting more experienced colleagues or acquiring knowledge through online research or courses. Analysis The first step to solving any problem to analyze the situation. Your analytical skills will help you understand problems and effectively develop solutions. You will also need analytical skills during research to help distinguish between effective and ineffective solutions. Decision-making Ultimately, you will need to make a decision about how to solve problems that arise. At times—and with industry experience)—you may be able to make a decision quickly. Solid research and analytical skills can help those who have less experience in their field. There may also be times when it is appropriate to take some time to craft a solution or escalate the issue to someone more capable of solving it. Communication When identifying possible solutions, you will need to know how to communicate the problem to others. You will also need to know what communication channels are the most appropriate when seeking assistance. Once you find a solution, communicating it clearly will help reduce any confusion and make implementing a solution easier. Dependability Dependability is one of the most important skills for problem-solvers. Solving problems in a timely manner is essential. Employers highly value individuals they can trust to both identify and then implement solutions as fast and effectively as possible. MEANING AND DEFINITIONS OF DECISION MAKING Decision making is the process of making choices by identifying a decision, gathering information, and assessing alternative resolutions. Using a step-by- step decision-making process can help you make more deliberate, thoughtful decisions by organizing relevant information and defining alternatives. One of the most important functions of a manager is to take decisions in the organization. Success or failure of an organization mainly depends upon the quality of decision that the managers take at all levels. Each managerial decision, whether it is concerned with planning, organizing, staffing or directing is concerned with the process of decision-making. 16 A decision is a course of action which is consciously chosen from among a set of alternatives to achieve a desired result. It means decision comes in picture when various alternatives are present. Hence, in organization an execute forms a conclusion by developing various course of actions in a given situation. It is a made to achieve goals in the organization. To decide means to cut off on to come to a conclusion. It is also a mental process. Whether the problem is large or small in the organization, it is usually the manager who has to comfort it and decide what action to take. So, the quality of managers’ decisions is the Yardstick of their effectiveness and value to the organization. This indicates that managers must necessarily develop decision making skills. According to D. E. McFarland, “A decision is an act of choice – wherein an executive forms a conclusion about what must not be done in a given situation. A decision represents a course of behavior chosen from a number of possible alternatives”. According to Haynes and Massie, “a decision is a course of action which is consciously chosen for achieving a desired result”. According to R. A. Killian, “A decision in its simplest form is a selection of alternatives”. Thus, from above definitions it can be concluded that decision-making is a typical form of planning. It involves choosing the best alternative among various alternatives in order to realize certain objectives. This process consists of four interrelated phases, explorative (searching for decision occasions), speculative (identifying the factors affecting the decision problem), evaluative (analysis and weighing alternative courses of action and selective (choice of the best course of action). CHARACTERISTICS OF DECISION-MAKING: 1. Goal-Oriented: Decision-making is a goal-oriented process. Decisions are usually made to achieve some purpose or goal. The intention is to move ‘toward some desired state of affairs’. 2. Alternatives: A decision should be viewed as ‘a point reached in a stream of action’. It is characterized by two activities – search and choice. The manager searches for opportunities, to arrive at decisions and for alternative solutions, so that action may take place. Choice leads to decision. It is the selection of a course of action needed to solve a problem. When there is no choice of action, no decision is required. The need for decision-making arises only when some uncertainty, as to outcome exists. 17 3. Analytical-Intellectual: Decision-making is not a purely intellectual process. It has both the intuitive and deductive logic; it contains conscious and unconscious aspects. Part of it can be learned, but part of it depends upon the personal characteristics of the decision maker. Decision-making cannot be completely quantified; nor is it based mainly on reason or intuition. Many decisions are based on emotions or instincts. Decision implies freedom to the decision maker regarding the final choice; it is uniquely human and is the product of deliberation, evaluation and thought. 4. Dynamic Process: Decision-making is characterized as a process, rather than as, one static entity. It is a process of using inputs effectively in the solution of selected problems and the creation of outputs that have utility. Moreover, it is a process concerned with ‘identifying worthwhile things to do’ in a dynamic setting. A manager for example, may hire people based on merit regularly and also pick up candidates recommended by an influential party, at times. Depending on the situational requirements, managers take suitable decisions using discretion and judgment. 5. Pervasive Function: Decision-making permeates all management and covers every part of an enterprise. In fact, whatever a manager does, he does through decision-making only; the end products of a manager’s work are decisions and actions. Decision-making is the substance of a manager’s job. 6. Continuous Activity: The life of a manager is a perpetual choice making activity. He decides things on a continual and regular basis. It is not a one shot deal. 7. Commitment of Time, Effort and Money: Decision-making implies commitment of time, effort and money. The commitment may be for short term or long-term depending on the type of decision (e.g., strategic, tactical or operating). Once a decision is made, the organisation moves in a specific direction, in order to achieve the goals. 8. Human and Social Process: Decision-making is a human and social process involving intellectual abilities, intuition and judgment. The human as well as social imparts of a decision are usually taken into account while making the choice from several alternatives. For example, in a labour- surplus, capital-hungry country like India managers cannot suddenly shut down plants, lop off divisions and extend the golden handshake to thousands of workers, in the face of intense competition. 9. Integral Part of Planning: As Koontz indicated, ‘decision making is the core of planning’. Both are intellectual processes, demanding discretion and judgment. Both aim at achieving goals. Both are situational in nature. Both involve choice among alternative courses of action. Both are based on forecasts and assumptions about future risk and uncertainty. 18 3. TYPES OF DECISION-MAKING: The decisions taken by managers at various points of time may be classified thus: 1. Personal and Organizational Decisions: Decisions to watch television, to study, or retire early are examples of personal decisions. Such decisions pertain to managers as individuals. They affect the organisation, in an indirect way. Personal decisions cannot be delegated and have a limited impact. Organisational decisions are made by managers, in their official or formal capacity. These decisions are aimed at furthering the interests of the organisation and can be delegated. While trying to deliver value to the organisation, managers are expected to keep the interests of all stakeholders also in mind—such as employees, customers, suppliers, the general public etc. they need to take decisions carefully so that all stakeholders benefit by what they do (Like price the products appropriately, do not resort to unethical practices, do not sell low quality goods etc.) 2. Individual and Group Decisions: Individual decisions are taken by a single individual. They are mostly routine decisions. Advantages and Disadvantages of Group Decision-Making: Group decisions, on the other hand are decisions taken by a group of individuals constituted for this purpose (for example, Admission Committee of a College, Board of Directors in a company). Group decisions, compared to individual decisions, have far reaching consequences and impact a number of persons and departments. They require serious discussion, deliberation and debate. The following are the advantages and disadvantages of group decision making. Advantages: i. A group has more information than an individual. Members, drawn from diverse fields, can provide more information and knowledge about the problem. ii. A group can generate a greater number of alternatives. It can bring to bear a wider experience, a greater variety of opinions and more thorough probing of facts than a single individual. iii. Participation in group decisions increases acceptance and commitment on the part of people who now see the solution as their own and acquire a psychological stake in its success. iv. People understand the decision better because they saw and heard it develop; then paving the way for smooth implementation of the decision. v. Interaction between individuals with varied viewpoints leads to greater creativity. 19 Disadvantages: i. Groups are notorious time-wasters. They may waste a lot of time and energy, clowning around and getting organized. ii. Groups create pressures towards conformity; other infirmities, like group think, force members to compromise on the least common denominator. iii. Presence of some group members, who are powerful and influential may intimidate and prevent other members from participating freely. Domination is counter-productive; it puts a damper on the groups’ best problem solvers. iv. It may be very costly to secure participation from several individuals in the decision- making process. v. The group consists of severed individuals and hence, it is easy to pass the buck and avoid responsibility. 3. Programmed and Non-Programmed Decisions: A programmed decision is one that is routine and repetitive. Rules and policies are established well in advance to solve recurring problems quickly. For example a hospital establishes a procedure for admitting new patients and this helps everyone to put things in place quickly and easily even when many patients seek entry into the hospital. Programmed decisions leave no room for discretion. They have to be followed in a certain way. They are generally made by lower level personnel following established rules and procedures. Non-programmed decisions deal with unique/unusual problems. Such problems crop up suddenly and there is no established procedure or formula to resolve them. Deciding whether to take over a sick unit, how to restructure an organisation to improve efficiency, where to locate a new company warehouse, are examples of non-pro- grammed decisions. The common feature in these decisions is that they are novel and non-recurring and there are no readymade courses of action to resort to. Because, non-programmed decisions often involve broad, long-range consequences for the organisation, they are made by higher-level personnel only. Managers need to be creative when solving the infrequent problem; and such situations have to be treated de novo each time they occur. Non-programmed decisions are quite common in such organisations as research and development firms where ‘situations are poorly structured and decisions being made are non-routine and complex. HANDLING CUSTOMER COMPLAINTS A consumer complaint or customer complaint is "an expression of dissatisfaction on a consumer's behalf to a responsible party". It can also be described in a positive sense as a report from a consumer providing documentation about a problem with a product or service. In fact, some modern business consultants urge businesses to view customer complaints as a gift 20 Customer complaints are inevitable, no matter how streamlined your business. They must always be acknowledged and dealt with effectively. By ignoring or dismissing complaints, you are effectively telling the customer that you don’t value their opinions. Many business owners see complaint management as a time-consuming and frustrating process. However, by developing an efficient system, complaints can be resolved quickly and easily The ability to effectively handle customer complaints and problems is vital for your customer service associates. Though providing outstanding service throughout the selling process is beneficial, customers who do complain and get their problem effectively solved often develop a strong emotional loyalty to a business. Hiring service employees with certain abilities and nurturing them is important to company success. THE HEAT OF HANDLING COMPLAINTS EFFECTIVELY HEAR – The first step is to listen to the customer. Hear them out. Don’t interrupt. Sometimes a customer just wants to vent. Of course, other times they have a real problem that needs solving. Try to listen for cues about what’s really bugging them. Is it the problem with their meal or their room – or is it that they are now running late. If the real problem is time – that takes a different twist to your solution (you gotta solve this thing fast!). EMPATHIZE – Empathy is defined as the ability to imagine oneself in another's place and understand the other's feelings, desires, ideas, and actions. One way to do this (and teach team members how to do it) is by “naming the emotion”. By that I mean to use the word to describe to the customer the feeling you hear them expressing to validate it. “I understand how you feel, I’d be frustrated too.” Or “I completely understand and if that happened to me, it would make me very upset.” By naming the emotion, expressing understanding, and placing yourself in the customer’s place – you begin the process of diffusing the situation. APOLOGIZE – This is a big one, and easy too. It goes like this: “I’m sorry.” It really is that easy. Unfortunately, many line level team members tend to take this sort of thing personally and feel they shouldn’t have to apologize for something “they didn’t do.” My advice: Get over it. Nobody said it was your fault; we aren’t blaming YOU, so apologize already. To be more powerful, add a little of what we learned in the previous stage, “I’m sorry for the inconvenience this has caused you. I’m really very sorry this happened.” TAKE ACTION – The segue from Apologize to Take Action should be seamless. The very next sentence out of your mouth should be what you’re going to do about the customer’s complaint. The customer deserves to know what is going to happen next and when. Taking the appropriate action can only be done if you really hear the problem, fully understand the customer’s feelings, and combine it with a sincere apology. 21 TEAMWORK AND COLLABORATION Teamwork is the collaborative effort of a group to achieve a common goal or to complete a task in the most effective and efficient way. This concept is seen within the greater framework of a team, which is a group of interdependent individuals who work together towards a common goal. Teamwork seems like a simple concept to implement in your organization. You discuss tasks that need to be done, who will do them, and you are off and running. However, the reality is that teamwork skills require work. Collaboration is another hot topic today - most people assume that collaboration is simply another way of saying teamwork. But the difference between the two is not just matter of semantics. Teamwork is the joint action of people working toward the same end goal. When people talk about teamwork, they mean more than just completing a task, however: they mean the work that comes from people working together effectively. The strength of a team comes from supporting each other, communicating well, and doing your share. Other characteristics that define a team include similar skills, autonomy, defined roles, defined leadership, and the resources to meet the joint goal. A collaborative team is a slightly different version of a traditional team because its members have differing skill sets. Although the members have varying areas of expertise, they still share similar goals, resources, and leadership. With their diverse set of specialized skills, they should be able to problem-solve as a group. Collaboration is when a group of people come together and contribute their expertise for the benefit of a shared objective, project, or mission. It’s a photographer working with a designer to create a cover image, or a technology department regularly convening with the marketing team to plug away at quarterly goals. In other words, collaboration is the process of group work. But it’s also a learned skill. How well you collaborate with others will greatly impact the outcome of the group project. REASONS WHY COLLABORATION IS IMPORTANT 1. It helps us problem-solve What do you do when you’re stumped? Say you’ve made a lot of progress on your project, but you’ve encountered a roadblock which seems to withstand everything you throw at it. You’re out of ideas, progress has screeched to a grinding halt, and your deadline is rapidly approaching. Do you give up? No, of course not; you ask for help or find another perspective. You might schedule a brain-storm/whiteboarding session with your team or ask a colleague for their take. In short, you collaborate with your team to solve the problem at hand. When a group of people pool their knowledge, skills, and expertise, then talk problems out and debate potential solutions, projects that were stalled will begin to move forward once again. 22 But collaboration doesn’t have to be a last resort. Collaboration ought to inform the way your team works—it should be baked in. The more eyes on a given project from the get- go, the easier it becomes to spot problems (and solve them). 2. Collaboration brings people (and organizations) closer together If you’re finding that certain teams in your organization rarely interact with each other, that teams and departments are operating in isolated silos, you might want to try putting together a mixed-skills team. These are generally ad hoc teams that tackle projects which require people with diverse skill sets and areas of expertise. For instance, a mixed-skills team might include a product designer, a user experience designer, a developer, and a content writer. It’s essentially a new team set up to collaborate for a period on a shared project. In doing so, you’ve brought together members from three (or four) different teams, created a common purpose between them, and set up connections which will serve all of you in the future. In short, you’ve used collaboration to break down some walls in your organization, and tighten up connections between departments. 3. Collaboration helps people learn from each other One of the best things about working collaboratively with people who bring different skill sets and backgrounds to the table is learning from their experience. Collaborating with team members or even different teams should be thought of as a learning experience, and you should try to make the most of it. This means asking for feedback and opinions, sharing knowledge, finding out how your collaborators approach their side of the project, and gaining a better sense of how they work. Learning from colleagues is not just a benefit of collaboration, it’s the first step towards building a workplace culture centered around learning and development. Teams that collaborate not only have an opportunity to learn from each other—their mistakes, successes, failures, workflow, etc.—they’ll also gain an understanding of the other team’s perspective. You get a chance to hear their side of things: their pain points, priorities, even the way they think. Which can be extremely valuable as you work together going forward. 4. It opens up new channels for communication Working with new people from different areas of your business also opens up channels that would otherwise remain closed. Finding new ways to communicate and share information is hugely important to the success of any business, which is why collaboration should be utilized whenever possible to form bonds between departments. Creating a more cohesive, open workplace benefits everyone because, according to David Hassel, “maintaining regular, direct communication with team members, helps you gain valuable insights into the operations of each department and be able to resolve 23 issues quickly.” On top of that, it brings everyone a little closer to each other and hones the overall mission of your organization. 5. Collaboration boosts morale across your organization As connections are made between teams and departments, people will naturally trust each other more, which can gradually boost the morale of your entire organization. After all, organizations aren’t going to be successful if there’s a lack of trust and low morale. Regularly working together with people outside of your own team or department is one of the most effective ways to build trust. This also works in reverse: the higher your company’s morale, the higher the likelihood that your people will feel comfortable working alongside team members from other departments. This is also attractive to top performing candidates who are increasingly looking for more open, engaged workplaces. 6. It leads to higher retention rates Because collaboration lays the foundation for a more open, connected, and engaged workplace, it’s appealing to future and current employees—perhaps more-so than organizations that’re siloed and disconnected. An atmosphere where collaboration is front and center is important to your people, and it’ll go a long way toward preventing them from looking for work elsewhere. Connection matters to people, especially in the workplace. We want to work with people we trust, who understand and respect our points of view, and who work well with others, especially those who come from different backgrounds and areas of expertise. Simply put, working collaboratively makes this possible. 7. Collaboration makes us more efficient workers Working independently has its advantages. We can focus entirely on one project without having to factor in how much time we’ll lose if we get distracted, or how to wrangle a team together in time to meet a short deadline. If the task at hand requires independence, then by all means, go for it. But for many types of projects, collaboration is just more efficient. When the project is complex and demanding, we have to be able to admit to ourselves that we’ll need help. It’ll have to be a group effort. And that’s where collaboration comes in. It helps us divide up a heavy workload, find creative solutions to tough problems, and wrap our heads around the big picture. An organization that makes collaboration a big part of its culture is bound to normalize this style of working, thereby creating a more efficient (and more appealing) workplace. 24 IMPORTANCE AND BENEFITS OF "CRITICAL THINKING SKILLS" Critical thinking is the intellectually disciplined process of actively and skillfully conceptualizing, applying, analyzing, synthesizing, and/or evaluating information gathered from, or generated by observation, experience, reflection, reasoning, or communication, as a guide to belief and action. Critical Thinking is the ability to analyze the way you think and present evidence for your ideas, rather than simply accepting your personal reasoning as sufficient proof. You can gain numerous benefits from mastering critical thinking skills, such as better control of your own learning and empathy for other points of view. Critical Thinking is, in short, self-directed, self-disciplined, self-monitored, and self-corrective thinking. It presupposes assent to rigorous standards of excellence and mindful command of their use. It entails effective communication and problem solving abilities and a commitment to overcome our native egocentrism and sociocentrism. From solving problems in class assignments to facing real world situations, Critical Thinking is a valuable skill for students to master. Critical Thinking skills teach a variety of skills that can be applied to any situation in life that calls for reflection, analysis and planning. Critical Thinking is a domain-general thinking skill. The ability to think clearly and rationally is important whatever we choose to do. If you work in education, research, finance, management or the legal profession, then critical thinking is obviously important. But critical thinking skills are not restricted to a particular subject area. Being able to think well and solve problems systematically is an asset for any career. Critical Thinking is very important in the new knowledge economy. The global knowledge economy is driven by information and technology. One has to be able to deal with changes quickly and effectively. The new economy places increasing demands on flexible intellectual skills, and the ability to analyse information and integrate diverse sources of knowledge in solving problems. Good critical thinking promotes such thinking skills, and is very important in the fast-changing workplace. Critical Thinking enhances language and presentation skills. Thinking clearly and systematically can improve the way we express our ideas. In learning how to analyse the logical structure of texts, critical thinking also improves comprehension abilities. Critical Thinking promotes creativity. To come up with a creative solution to a problem involves not just having new ideas. It must also be the case that the new ideas being generated are useful and relevant to the task at hand. Critical thinking plays a crucial role in evaluating new ideas, selecting the best ones and modifying them if necessary 25 Critical Thinking is crucial for self-reflection. In order to live a meaningful life and to structure our lives accordingly, we need to justify and reflect on our values and decisions. Critical thinking provides the tools for this process of self-evaluation. Critical Thinking is something that is valued both in the university setting and in the professional situations you will find yourselves in after you graduate, and is part of lifelong learning. Critical Thinking is important in life. It helps you to think creatively – ‘outside the box’. It keeps you from becoming narrow. Critical Thinking is expected of you in higher education. It can lead to developing your judgement, evaluation and problem solving abilities. A good critical thinker knows how to separate facts from opinions, how to examine an issue from all sides, how to make rational inferences and how to withhold personal judgment or biases. The critical thinker remains calm and knows when he is right. Critical thinkers are less likely to fall for scams or tricks because they approach everything with a healthy amount of skepticism. Those who lack critical thinking skills often assume that everything they hear is true, regardless of the source. Critical thinkers consider all options before they act. If time is an important factor, they consider the fastest method of achieving a goal. They may even discover a shortcut. Critical thinkers embody the phrase "work smarter, not harder." They are masters of efficiency. A critical thinker has the self-awareness to know the difference between a rational thought based on careful consideration and an emotional response based on personal bias. Emotion is the enemy of reason. By understanding your own perspective, you can also consider the perspective of others and come to a conclusion based on fact, not feelings. Many of the highest paying jobs require critical thinking skills, such as generating effective ideas and making important decisions. Job interviewers often ask applicants questions that test their ability to think critically. Critical thinking skills may also be a deciding factor when an employee seeks a promotion. It's easy to let your emotions take over when making an important decision or arguing for your opinion, especially if you are personally invested in it. However, "Why Critical Thinking?", a report from York University, asserts that critical thinking can help you effectively use emotional appeal, letting your feelings influence, but not control your reasoning. 26 REFERENCES 1. Thompson, Meryl., Professionalism and professional development. From https://www.tandfonline.com/doi/abs/10.1080/19415250902850981?journalCode=rjie 20 2. Professionalism from https://career.vt.edu/develop/professionalism.html 3. Professional development from https://www.ahaworldcampus.com/b/what-is- professional-development 4. What is Work Ethic from https://www.myaccountingcourse.com/accounting- dictionary/work-ethic 5. Scott, Sherrie., 2019. The Importance of Professionalism in Business from https://smallbusiness.chron.com/importance-professionalism-business-2905.html 6. Piccirilli, Gina., 2018. 10 Characteristics of Professionalism in the Workplace from https://www.aapc.com/blog/40477-10-characteristics-of-professionalism-in-the- workplace/ 7. Problem-Solving Skills: Definitions and Examples from https://www.indeed.com/career-advice/resumes-cover-letters/problem-solving-skills 8. Decision Making Process from https://www.umassd.edu/fycm/decision- making/process/#:~:text=Decision%20making%20is%20the%20process,relevant%2 0information%20and%20defining%20alternatives. 9. Consumer Complaint from https://en.wikipedia.org/wiki/Consumer_complaint 10. Handling Customer Complaints Means Taking the H.E.A.T.! from https://www.hotelonline.com/News/PR2012_4th/Nov12_TakingHEAT.html? cf_chl_ captcha_tk =180cac991b55c236a1361a746f78e1d5c320c2f6 11. Critical Thinking from https://www.criticalthinking.org/pages/our-conception-of- critical-thinking/411 27 Chapter 3: ETHICS AND PROFESSIONALISM IN THE WORKPLACE COURSE LEARNING OUTCOME (CLO) At the end of the course, the students can: 1. Discuss the fundamental concepts of ethics and professional development. INTENDED LEARNING OUTCOMES (ILOs) At the end of the lesson, the students can: 1. Brainstorm on why people find fulfillment in the workplace (CLO #1); 2. List down and discuss the actions performed observing professionalism and ethical standards in the workplace (CLO #1); 3. Differentiate workers and employers, their roles, duties and interests (CLO #1) ; and 4. Dramatize a scenario (CLO #1) observing diplomatic ways of speaking in the workplace setting (CLO #1). INTRODUCTION Professionalism and ethics in the workplace are the guiding principles that an individual or the company has established. Generally, a company sets forth a minimum standard of ethics and expectations, even though there are employees who may have a higher personal set of ethics. Those who don't follow the ethics rules at work are subject to disciplinary action, possibly even firing. As with all ethics guidelines, these rules at work consider what is best for all involved. That includes the employer, the employee, co-workers and the public. An employee handbook may list specific behavior expectations but many components of ethics are guided by a person's moral code. For example, an employer may not expressly state that one employee should not take credit for a project if he had nothing to do with it. This generally follows a person's moral compass, though it may become a rule if a problem permeates among employees. Preliminary Questions 1) How people find fulfillment in the workplace? 28 PREPARATION Look at the picture closely. What can you say about the employees in the picture? What does it imply? PRESENTATION IMPORTANCE OF ETHICAL BEHAVIOR Ethical behavior in the workplace is important for many reasons. People and customers feel safe when working with a company if they know people are following morally sound guidelines. It builds the reputation of the business and doing "clean business" or keeping "customers as a priority." Many professionals won't remain in business if the public doesn't feel that the person or the company operates ethically. Banks, financial representatives, lawyers all must follow high ethical standards. Any company taking credit card information needs to maintain strict privacy and information protection policies to get consumer confidence. Ethics guidelines also set the tone for how companies deal with conflict. When customers complain or if a co-worker accuses another of wrong-doing, an ethical company can go to its employee handbook and follow established fair procedures to get a resolution MEANING OF WORKPLACE A workplace is a location where someone works for their employer, a place of employment. Such a place can range from a home office to a large office building or factory. For industrialized societies, the workplace is one of the most important social spaces other than the home, constituting "a central concept for several entities: the worker and his/her family, the employing organization, the customers of the organization, and the society as a whole". The development of new communication technologies have led to the development of the virtual workplace, a workplace that is not located in any one physical space. 29 HOW AND WHY WORKPLACE ETHICS ARE IMPORTANT? Every organization has an ethical code that guides its decision making and activities to have effective productivity and maintain its reputation. Ethical behavior ensures that staff completes work with honesty and integrity and meets the aim of an organization by adhering to rules and policies. Employees who are ethically positive, honest, hardworking, and driven by principles of fairness and decency in the workplace, increases the overall morale and enhances the performance of an organization. A company that has established behavioral policies can improve its reputation and help ensure its long-term success. Therefore, for your organization to establish proper ethics and behavior in the workplace it is important to specify what is acceptable and unacceptable behavior for its employees. This should be established when hiring new employees and continue through each step as they are introduced to your business. Policies can be specified by including them in an employee manual and stipulating them in the job description where you summarize the expected conduct. The manual can as well address topics like language, harassment and work attire. Workers who decide not to follow the highlighted codes of conduct may receive verbal and written warnings and eventually lead to termination. Improving workplace ethics, and stressing integrity is important for the future success of the company. Most business owners are busy focusing on the skills and productivity of prospective employees but forget to emphasize integrity, honesty, and forthright behavior. Stressing integrity to your employees leads them to become transparent in their actions. An environment of integrity can be created at the hiring stage by ensuring that the human resource department addresses this principle during the interview. IMPORTANCE OF WORKPLACE ETHICS Workplace ethics promotes teamwork and cooperation. An organization that introduces the workplace ethics program aligns the behavior of employees. As a result, this fosters openness, partnership, and trust. Moreover, when employees know supervisors’ expectations they perform better in their jobs. Workplace ethics fosters a positive public image. Workplace ethics help an organization establish a positive reputation in the eyes of the public. This is especially important for non-profit organizations and high-profile companies that rely more on private donations and government grants. Such donors need to be aware of how these firms plan to use their money. Workplace ethics protect company assets. A company can prevent property theft and falsification of documents by implementation of workplace ethical standards. Work ethics also help to protect an organization from loss of income due to employees taking false sick leave. 30 Workplace ethics provides emotional security. Recognizing the importance of ethics at the workplace helps employees to feel secure, because there is no harassment from other workers and the supervisors treat employees with respect. In case these ethics are violated, disciplinary actions are taken to foster a better working environment. BUSINESS ETHICS Business ethics (also known as corporate ethics) is a form of applied ethics or professional ethics, that examines ethical principles and moral or ethical problems that can arise in a business environment. It applies to all aspects of business conduct and is relevant to the conduct of individuals and entire organizations. These ethics originate from individuals, organizational statements or the legal system. These norms, values, ethical, and unethical practices are the principles that guide a business. They help those businesses maintain a better connection with their stakeholders. Business ethics refers to contemporary organizational standards, principles, sets of values and norms that govern the actions and behavior of an individual in the business organization. Business ethics have two dimensions, normative business ethics or descriptive business ethics. As a corporate practice and a career specialization, the field is primarily normative. Academics attempting to understand business behavior employ descriptive methods. The range and quantity of business ethical issues reflects the interaction of profit-maximizing behavior with non-economic concerns. WHAT ARE BUSINESS ETHICS? Company or organization may uphold a set of business ethics to maintain employee welfare, accountability, and overall company reputation. You can also develop personal business ethics to become a more professional employee in your workplace. In this article, we explore what business ethics are, why they are important, and how you can apply them in your workplace. Business ethics are a set of principles that determine what is right, wrong, and appropriate in the workplace. A company’s business ethics influence conduct for every employee, including interpersonal relationships within the company as well as business relationships with external customers. The purpose of business ethics is to ensure a consistent moral attitude within the company, from executive-level management to new hires. It makes sure everyone is respected and treated with fairness and honesty. PRINCIPLES OF BUSINESS ETHICS These are five fundamentals most businesses value:  Trustworthiness: Trust is being dependable to clients, supervisors, and other employees. This means performing a task you were assigned to or agreed to 31 complete, practicing discretion on company information, and being punctual to meetings and other work events.  Honesty: This principle includes telling the truth, being transparent, and taking ownership of your words, work and actions. If you are part of a team project, you make sure all your team members receive credit for their work. Should you make a mistake, own up to it as soon as possible and do what you can to make things right.  Integrity: Both trustworthiness and honesty factor into integrity. If you are a person of integrity, you always try to do the right thing in any given situation, even when it is not advantageous to you. You put the good of your team and the company as a whole above your own desires.  Loyalty: This principle involves promoting a positive image of your employer and organization, especially to clients, coworkers, family, and friends outside the company and on social media.  Respect: Your conduct should reflect both respect for yourself and your coworkers. Respect for yourself is reflected in the way you present yourself and communicate. You show respect for team members’ individual opinions, even if they differ from yours. You think before you speak, allowing time to gather your thoughts so you can make your case in a way that maintains a reverence for others. IMPORTANCE OF BUSINESS ETHICS IN THE WORKPLACE There are tangible and intangible benefits to being ethical in your workplace, including:  Improved employee retention: Strong business ethics often encourage managers to show appreciation for an employee’s hard work. As a result, team members may be more loyal to the company and strive to be more productive.  Stronger collaboration: Team members who practice business ethics have respect for one another and work well together. This camaraderie not only fosters a pleasant work environment but also helps with team collaboration and productivity.  More effective leadership: When a manager follows business ethics, they’re more likely to treat employees well. As a result, teams are more inclined to follow their lead. This minimizes discipline issues and teams’ trust in managers and supervisors when tough decisions need to be made.  Increased professional value: When you have a positive attitude toward your work and those you work with, you can increase the quality of your work. It also increases your value to your team and the company as a whole. HOW TO MAINTAIN BUSINESS ETHICS The primary means by which a company communicates its ethical principles is through a “code of conduct” document, which establishes the ethical standards of the company and its employees. You’re likely to be given a copy of this document upon employment and can review it when determining the best way to maintain business ethics in your workplace. 32 There are many ways you can have an ethical work environment, including: 1. Report conflicts of interest Many organizations have a policy regarding receiving gifts from clients or other external parties. Some may even have rules about part-time work, freelance opportunities and other side jobs. In all cases, these rules are meant to ensure employees operate within the limitations of conflicts of interest, which can impact an employee’s integrity. 2. Take care of company property You’re likely to use tools, technology, equipment and supplies provided by your employer. These items are typically reserved for work use only. Follow any rules related to the use and maintenance of these items to ensure you are using company property respectfully. 3. Use discretion with sensitive information Some workplaces and roles may interact with sensitive data or materials, which requires employees to practice discretion through a careful organization, the use of passwords and other security measures. Consult your code of conduct to understand the stipulations of discussing and handling sensitive information in the workplace. 4. Practice integrity Hold your work to a high standard of fairness, honesty and quality. You should be transparent in how well you’re doing and areas you may be able to improve. Own up to your mistakes, and work to correct them as soon as possible. Keep your team and supervisors informed of mistakes and progress to ensure everyone is updated. 5. Keep a high attendance Your workplace may have an attendance and tardiness policy to hold employees accountable for going to work and being on time. Showing up for work when you are expected demonstrates respect for your colleagues as well as your employer. You may request time off per your company’s policy. If you are unexpectedly prevented from being at work by illness, accident, or some other cause, let your manager or supervisor know as soon as possible. Your manager or supervisor can then make sure your work is handled by someone else in your absence. If you will be late, give your manager advance notice, if possible. 6. Respect coworkers and other office personnel You can communicate respect for your colleagues by treating them professionally and as you would like to be treated. Workplaces typically abide by anti-harassment laws established by the federal government. Review these behavior limitations or discuss the policies with your employer or human resources department should you have questions. 7. Follow dress code The way you dress can impact the work atmosphere and the way people relate to you. Make sure your clothing choice follows the company’s dress code to ensure 33 professionalism with coworkers and external parties as well as safety and comfort while on the job. 8. Discuss issues with management There may be times when you face an ethical dilemma at work, and this particular type of issue may not be covered adequately in the employee handbook or your training. For situations like this, you can consider discussing the issue with your supervisor, the human resources department or, if the company has one, an ethics officer. Working with someone familiar with the company’s ethical standards can help you resolve these situations appropriately. 9. Seek further ethics training Should you need more guidance on ethical behavior at work, your company may offer further training via seminars or online courses. These can help reinforce the points made in the company’s handbook. If you are required to take ethics training annually, be sure to do so. Over time, these points will become familiar and will shape your business conduct. UNDERSTANDING THE RELATIONSHIP BETWEEN BUSINESS & ETHICS The relationship between business and ethics is intrinsically entwined. A successful company is one which can effectively recognise and cultivate the relationship which exists between the two. Businesses that exhibit and promote strong corporate codes of ethics are more prosperous in the long run because they show a commitment to an expectation of sound moral behavior. This demonstrates a dedication to society, customers, employees and the business itself. It also enhances a company's reputation if they become commonly known as an ethical company, and this brings more value to the organisation. The highly competitive environment in today's global economy puts pressures on company leaders to remain profitable and to show a good return to stakeholders. Often this pressure can result in unethical decisions being made in order to deliver positive results. When this occurs it usually results in a pattern that gets passed down through the organisation. As leaders show unethical behaviour, and perhaps even justify such behaviour while knowing it to be wrong, this eventually becomes a part of organisational culture. People follow by example, and the lack of moral judgment will spread. It's easy to blame "the system", yet many fail to realise "the system" is comprised of decision making individuals. The relationship between business and ethics is inherently linked, but there are some who fail to make this connection. To say "business is business" is not justified, as responsible (ethical) decision making is an important component of doing good business. Today's society is an instant gratification one, and people expect immediate results. This is perhaps part of the reason why some companies exhibit bad business practices. Not the only reason, but perhaps a common one. Obviously one's individual 34 moral compass impacts choices made in a business, and when the cultural environment nurtures sound moral philosophies and does not tolerate bad business practices, the immoral acts will decline. ATTRIBUTES TO POSSESS WHEN DEALING WITH CUSTOMERS: 1. Be friendly The most important rule in providing excellent customer service is to be friendly. Try to greet customers with a smile and always be courteous and respectful. Be proactive by paying attention to the customer’s needs and offering help or recommendations before they ask. It is important to always remain kind and empathetic to your customer, even through stressful or contentious situations when customers appear disappointed or angry. 2. Respond promptly Another factor in good customer service involves the timeliness of your responses. Customers appreciate a speedy response to their inquiries, especially when they have a time-sensitive request. For good customer service, try to return all phone calls and emails within 24 hours. Let customers know how long it will take you to assist them. 3. Know your product or service To offer your customers an excellent service, you should know every aspect of the product or service you are selling. Ideally, you will be able to discuss its features and uses, show your customers the advantages they get from using your product or service and troubleshoot anything that is not working correctly. 4. Listen to your customers Listening is one of the simplest ways to provide excellent customer service. Sometimes customers just need to be heard, so be sure to actively listen to what they have to say. They might have a valid point that you can use to make your product or service even better. By listening attentively, you can understand exactly what your customer needs from you. 5. Say thank you A simple “thank you” can go a long way when providing customer service. Customers often remember sincere gratitude, and it reminds them why they hired your company or shopped at your store. Saying thank you after every transaction is an easy way to provide excellent customer service. Here are a few other ways you can thank customers for their business: Send a handwritten thank you note Sending a handwritten thank you note is a personalized way to show your customers how much you appreciate them. Plus, in today’s digital world, sending a card through the mail adds a special touch. 35 Provide free samples Giving your customers free samples is a great way to say thank you because it has two benefits. First, customers often feel appreciated when they receive something for free. Second, if you are looking to promote a new product, a free sample is a great way to get it in the hands of the customers most likely to buy it. Include something extra Adding something extra to your customer’s bag or package is a nice way to say thank you. Options can include small bags of candy, stickers or promotional materials. Offer a special discount If you are interested in thanking loyal customers, consider giving them a special discount. One way to do this is to offer them a discount immediately after they make a purchase. Not only does this thank them for their business, but it can also encourage another sale. 6. Get to know your customers Providing great customer service means knowing who your customers are and what they want. When you have a better understanding of your customers and what drives them, you’ll find it easier to offer them the customer service they need. Here are a few tips on how you can get to know your customers better: Ask them Asking your customers a few simple questions is the easiest way to get to know them. This is also a great way for you to find areas where you can stand out from your competition. Use social media Many social media platforms provide insights into what your customers like, their habits and what they are buying. You can also use posts on your own social media pages to get to know your customers better and to find out what they like and do not like about your products or services. Conduct a survey Surveys are a good way to get honest feedback from your customers and gain specific information about their wants and needs. 7. Ask for feedback Asking your customers for feedback shows them you care about their opinion and want to be helpful. Allowing them to provide feedback can make them feel appreciated. You can use feedback forms, customer surveys, questionnaires or first-hand feedback when customers are completing their orders to find out what they need and what they think of your business, products or service. 36 8. Use the feedback you receive Once you have feedback from your customers, you should make use of it to improve your customer service process. You can take time regularly to review the feedback you are getting so you can identify areas where you can improve and note any specific changes you can make. 9. Focus on relationships A positive relationship with your customers will help you to ensure their return business. Showing that you care about them may inspire their loyalty and appreciation. You could offer personalized service, greet them by name and make notes of previous conversations so you can reference that information the next time you meet. POSITIVE WAYS TO EARN A CO-WORKER'S RESPECT Positive Attitude Maintaining a positive outlook at work evokes respect from those around you. Greet people pleasantly each day and observe basic courtesies -- saying "please" and "thank you" signals to your coworkers that you don't take them for granted. Listen to your coworkers and learn a little about what is important to each one, so you can ask about a new grandchild, a recent sports event or the progress of a kitchen remodeling project. Reliability People are far more likely to respect coworkers they can count on. Arrive on time to work and meetings, and answer phone calls and emails promptly -- this shows people you value their time. Complete your assigned portions of group projects in a timely manner, so that you are not holding up others thereby preventing them from doing their jobs. Honor your word -- if you commit to doing something, do it. You'll earn your coworkers' respect when they know that they can count on you. Acknowledge and Help Others Coworkers will respond positively to you when you acknowledge their efforts and their contributions in the workplace. Give credit where credit is due and do not try to claim a coworker's efforts or products as your own. If someone goes out of his way to assist you, thank him directly, but also take time to let his boss know. Help out when you can if you see a coworker struggling to catch up after being out sick, or offer to cover for him when he has to leave for an appointment. Avoid Office Drama Earn coworkers' respect by avoiding office gossip and bickering. Steer conversations in another direction when someone is bad-mouthing a coworker or the boss. To establish yourself as a person with integrity, don't say anything behind a colleague's back that you wouldn't say to her face. 37 5. Understanding the relationship between business & ethics from https://www.medicalsearch.com.au/understanding-the-relationship-between- business- and-ethics/f/4808 6. 9 Ways To Provide Excellent Customer Service from https://www.indeed.com/career- advice/career-development/provide-excellent-customer-service 7. Thompson, Molly., 10 Positive Ways to Earn a Co-Worker's Respect from https://work.chron.com/10-positive-ways-earn-coworkers-respect-1518.html 38 Chapter 4 DEVELOPING COMMUNICATION SKILLS AND CONDUCTING COMPANY MEETINGS COURSE LEARNING OUTCOME (CLO) At the end of the course, the students can: 1. Develop effective communication skills in accordance with the ethical standards observed in the hospitality industry; INTENDED LEARNING OUTCOMES (ILOs) At the end of the lesson, the students can: 1. Discuss communication and its process (CLO #2); 2. Elucidate professional communication and its importance in the workplace (CLO #2); 3. Develop skills in terms of written, verbal, and non-verbal communication (CLO #2); and 4. Practice ethical standards in conducting a meeting (CLO #2). INTRODUCTION Being able to communicate effectively is one of the most important life skills to learn. Communication is defined as transferring information to produce greater understanding. It can be done vocally (through verbal exchanges), through written media (books, websites, and magazines), visually (using graphs, charts, and maps) or non-verbally (body language, gestures, pitch of voice, and tone). All of these means of communication are essential soft skills that are vital for a successful career. Preliminary Questions 1) Which applicant can easily be hired, the one with excellent or poor communication skills? Why 39 PREPARATION What do you observe in the picture? Relate it to effective communication PRESENTATION PROFESSIONAL COMMUNICATION The term professional communication refers to the various forms of speaking, listening, writing, and responding carried out both in and beyond the workplace, whether in person or electronically. From meetings and presentations to memos and emails to marketing materials and annual reports, in business communication, it's essential to take a professional, formal, civil tone to make the best impression on your audience, whether its members be your colleagues, supervisors, or customers. DEFINING COMMUNICATION The word communication is derived from a Latin word meaning “to share.” Communication can be defined as “purposefully and actively exchanging information between two or more people to convey or receive the intended meanings through a shared system of signs and (symbols)” (“Communication,” 2015, para. 1). Let us break this definition down by way of example. Imagine you are in a coffee shop with a friend, and they are telling you a story about the first goal they scored in hockey as a child. What images come to mind as you hear their story? Is your friend using words you understand to describe the situation? Are they speaking in long, complicated sentences or short, descriptive sentences? Are they leaning back in their chair and speaking calmly, or can you tell they are excited? Are they using words to describe the events leading up to their big goal, or did they draw a diagram of the rink and positions of the players on a napkin? Did your friend pause and wait for you to to comment throughout their story or just blast right through? Did you have trouble hearing your friend at any point in the story because other people were talking or because the milk steamer in the coffee shop was whistling? 40 All of these questions directly relate to the considerations for communication in this course pack: 1. Analyzing the Audience 2. Choosing a Communications Channel 3. Using Plain Language 4. Using Visual Aids 5. Evaluating Communication via Feedback Before we examine each of these considerations in more detail, we should consider the elements of the communication process. THE COMMUNICATION PROCESS BY L. UNDERWOOD The communication process includes the steps we take in order to ensure we have succeeded in communicating. The communication process comprises essential and interconnected elements detailed in the figure above. We will continue to reflect on the story of your friend in the coffee shop to explore each element in detail. Source: The source comes up with an idea and sends a message in order to share information with others. The source could be one other person or a group of people. In our example above, your friend is trying to share the events leading up to their first hockey goal and, likely, the feelings they had at the time as well. Message: The message is the information or subject matter the source is intending to share. The information may be an opinion, feelings, instructions, requests, or suggestions. In our example above, your friend identified information worth sharing, maybe the size of one of the defence players on the other team, in order to help you visualize the situation. Channels: The source may encode information in the form of words, images, sounds, body language, etc. There are many definitions and categories of communication channels to describe their role in the communication process. This module identifies the following channels: verbal, non-verbal, written, and digital. In our example above, your friends might make sounds or use body language in addition to their words to emphasize specific bits of information. For example, when describing a large defence player on the other team, they may extend their arms to explain the height or girth of the other team’s defence player. Receiver: The receiver is the person for whom the message is intended. This person is charged with decoding the message in an attempt to understand the intentions of the source. In our example above, you as the receiver may understand the overall concept of your friend scoring a goal in hockey and can envision the techniques your friend used. However, there may also be some information you do not understand—such as a certain term—or perhaps your friend describes some events in a confusing order. One thing the receiver might try is to provide some kind of feedback to communicate back to 52 the source that the communication did not achieve full understanding and that the source should try again. Environment: The environment is the physical and psychological space in which the communication is happening (Mclean, 2005). It might also describe if the space is formal or informal. In our example above, it is the coffee shop you and your friend are visiting in. Context: The context is the setting, scene, and psychological and psychosocial expectations of the source and the receiver(s) (McLean, 2005). This is strongly linked to expectations of those who are sending the message and those who are receiving the message. In our example above, you might expect natural pauses in your friend’s storytelling that will allow you to confirm your understanding or ask a question. Interference: There are many kinds of interference (also called “noise”) that inhibit effective communication. Interference may include poor audio quality or too much sound, poor image quality, too much or too little light, attention, etc. In our working example, the coffee shop might be quite busy and thus very loud. You would have trouble hearing your friend clearly, which in turn might cause you to miss a critical word or phrase important to the story. Those involved in the communication process move fluidly between each of these eight elements until the process ends. TYPES OF COMMUNICATION 1. Verbal communication Do you know that communication and productivity are interlinked? Every successful organization instils a culture of effective verbal communication. Verbal communication helps deliver messages quickly. It helps employees receive clear directions and rewards good performance with prompt appreciation. All this boosts the morale and, hence, the productivity of employees. 42 Remember the attendant at your bank branch who gives clear instructions, and is calm, patient, and supportive. That’s because she possesses excellent verbal communication skills. 2. Nonverbal communication Nonverbal communication delivers a message without the use of words. Nonverbal cues through body language, facial expressions, and tone of voice are given and interpreted in this form of communication. A shrug of the shoulders could indicate indifference while waving of hands could be enough to say goodbye and a simple nod may show acceptance. 3. Written communication Written communication is one of the most trusted types of communication. Emails, business letters, project proposals, blogs, books, brochures, and websites are examples of written communication. This type of communication can be edited, revised, and changed to optimize quality. It can also be kept as a record or proof for further reference. 4. Visual communication Visual communication is a graphic representation of ideas. Visuals are created with the help of art, drawings, sketches, charts, graphs, infographics, or videos. 5. Form

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