DECLARATION

I, Kartika Rana, declare that I am hereby the sole author of the submitted report and my
involvement in the same has been carried out as per Scope of Work for this report.
I confirm that there are no circumstances that have compromised my objectivity in carrying
out this work.

Sincerely

Kartika Rana
November 17, 2016

Acknowledgement

I wish to express my sincere gratitude to Dr. Sanjeev Sadashiv Malage, Associate Professor,
M.F.M, NIFT Bengaluru for providing me an opportunity to work on this project and
understand more about this subject.

Contents

Executive summary ..................................................................................................................... 4

Chapter 1.....................................................................................................Ethical Code of conduct
1.1 Principles of ethical code of conduct ................................................................................ 5, 6
1.2 Some more principles of ethical code of conduct.............................................................. 7
1.3 Ethical code of conduct for students............................................................................... 8,9
1.4 Advantage of code of ethics.9

Chapter 2.........................................................................................................Conflict management

2.1 Importance of conflict management ................................................................................... 10
2.2 Steps in conflict management............................................................................................. 11
2.3 Case-1 Conflict with my parents.................................................................................... 11,12
2.4 Case-2 Conflict with manager ..........................................Error! Bookmark not defined.
2.5 Case-3 Conflict with brother ...................................................................................... 12,13
Chapter 3...................................................................................................................... Etiquette
3.1 What is etiquette .............................................................................................................. 14
3.2 Types of etiquette: ...................................................................................................... 14.15
Chapter 4.......................................................................................................................Professional etiquette
4.1Types of Professional etiquette............................................................................................. 16

4.1.1 Email etiquette.................................................................................................................. 16

4.1.2 Dining etiquette.17

4.1.3Telephone ............................................................................................................................. 17
4.1..4 Office etiquette..17,18
4.1.5 Meeting etiquette.18
4.1.5 Employee etiquette..18,19
4.2Advantanbfes of professional etiquette..19
4.3Basic professional etiquette20
Conclusion21
Reference.22

EXECUTIVE SUMMARY

Ethics or moral philosophy is a branch of philosophy that involves systematizing, defending,

and recommending concepts of right and wrong conduct. When most people think of ethics
(or morals) or ethical code of conduct, they think of rules for distinguishing between right
and wrong, such as the Golden Rule ("Do unto others as you would have them do unto you"),
a code of professional conduct. Most people learn ethical norms at home, at school, in
church, or in other social settings. Although most people acquire their sense of right and
wrong during childhood, moral development occurs throughout life and human beings pass
through different stages of growth as they mature. It articulates the ideals to which we aspire
as well as the behaviors that are mandatory in our professional and volunteer roles.
Good professional etiquette indicates to potential employers that you are a mature,
responsible adult who can aptly represent their company. Not knowing proper etiquette could
damage your image, prevent you from getting a job and jeopardize personal and business
relationships. Meeting and Greeting.

CHAPTER 1: ETHICAL CODE OF CONDUCT

Figure 1

Some people argue that ethical code of conduct no longer matters, that the rules for good
behavior are old-fashioned and out of date. However, good behavior and manners are never
out of style. Etiquette, like all other cultural behaviors, evolves to match the times. Without
ethical code of conduct, members of society would show far too much impatience and
disrespect for one another, which would lead to insults, dishonesty, cheating, road rage, fist
fights, and a rash of other unfortunate incidents.
Etrhical code of conduct is merely a set of guidelines for politeness and good manners, the
kindnesses with which we should always treat each other. It will always matter! Etiquettes
are rules governing socially accepted behaviour. It acts like code of conduct prescribed by
authority to be observed in social or official life.

1.1. Principles of ethical code of conduct

Figure 2

Principle 1 Integrity: Provide professional services with integrity.

Integrity demands honesty and candor which must not be subordinated to personal gain and
advantage. Certificants are placed in positions of trust by clients, and the ultimate source of
that trust is the certificants personal integrity. Allowance can be made for innocent error and
legitimate differences of opinion, but integrity cannot co-exist with deceit or subordination of
ones principles.
Principle 2 Objectivity: Provide professional services objectively.
Objectivity requires intellectual honesty and impartiality. Regardless of the particular service
rendered or the capacity in which a certificate functions, certificates should protect the
integrity of their work, maintain objectivity and avoid subordination of their judgment.
Principle 3 Competence: Maintain the knowledge and skill necessary to provide
professional services competently.
Competence means attaining and maintaining an adequate level of knowledge and skill, and
application of that knowledge and skill in providing services to clients. Competence also
includes the wisdom to recognize the limitations of that knowledge and when consultation
with other professionals is appropriate or referral to other professionals necessary.
Certificants make a continuing commitment to learning and professional improvement.
Principle 4 Fairness: Be fair and reasonable in all professional relationships. Disclose
conflicts of interest.
Fairness requires impartiality, intellectual honesty and disclosure of material conflicts of
interest. It involves a subordination of ones own feelings, prejudices and desires so as to
achieve a proper balance of conflicting interests. Fairness is treating others in the same
fashion that you would want to be treated.
Principle 5 Confidentiality: Protect the confidentiality of all client information.
Confidentiality means ensuring that information is accessible only to those authorized to have
access. A relationship of trust and confidence with the client can only be built upon the
understanding that the clients information will remain confidential.
Principle 6 Professionalism: Act in a manner that demonstrates exemplary professional
conduct.
Professionalism requires behaving with dignity and courtesy to clients, fellow professionals,
and others in business-related activities. Certificants cooperate with fellow certificants to
enhance and maintain the professions public image and improve the quality of services.
Principle 7 Diligence: Provide professional services diligently.
Diligence is the provision of services in a reasonably prompt and thorough manner, including
the proper planning for, and supervision of, the rendering of professional services.

1.2. The following is a general summary of some other ethical principles that various
codes address:
Honesty
Strive for honesty in all scientific communications. Honestly report data, results, methods and
procedures, and publication status. Do not fabricate, falsify, or misrepresent data. Do not
deceive colleagues, research sponsors, or the public.
Objectivity
Strive to avoid bias in experimental design, data analysis, data interpretation, peer review,
personnel decisions, grant writing, expert testimony, and other aspects of research where
objectivity is expected or required. Avoid or minimize bias or self-deception. Disclose
personal or financial interests that may affect research.
Integrity
Keep your promises and agreements; act with sincerity; strive for consistency of thought and
action.
Carefulness
Avoid careless errors and negligence; carefully and critically examine your own work and the
work of your peers. Keep good records of research activities, such as data collection, research
design, and correspondence with agencies or journals.
Openness
Share data, results, ideas, tools, resources. Be open to criticism and new ideas.
Confidentiality
Protect confidential communications, such as papers or grants submitted for publication,
personnel records, trade or military secrets, and patient records.
Responsible Publication
Publish in order to advance research and scholarship, not to advance just your own career.
Avoid wasteful and duplicative publication.
Responsible Mentoring
Help to educate, mentor, and advise students. Promote their welfare and allow them to make
their own decisions.
Respect for colleagues
Respect your colleagues and treat them fairly.
Social Responsibility
Strive to promote social good and prevent or mitigate social harms through research, public
education, and advocacy.
7

Non-Discrimination
Avoid discrimination against colleagues or students on the basis of sex, race, ethnicity, or
other factors not related to scientific competence and integrity.
Competence
Maintain and improve your own professional competence and expertise through lifelong
education and learning; take steps to promote competence in science as a whole.
Legality
Know and obey relevant laws and institutional and governmental policies.
Animal Care
Show proper respect and care for animals when using them in research. Do not conduct
unnecessary or poorly designed animal experiments.

1.3. Ethical Code of Conduct for students

1. Communicate appropriately and effectively

Students should be polite and should take all reasonable steps to make sure
that they can communicate appropriately and effectively.
They should also co-operate with others.

2. Work within the limits of your knowledge and skills

Students should make sure that they are appropriately supervised for any task
that they are asked to carry out.
They should be aware of any restrictions which apply to you in carrying out
certain tasks and follow any relevant policies.

3. Be open when things go wrong

If something has gone wrong in any care or in any other case just except your mistake
and learn from this experience.

4. Be honest and trustworthy

Make sure that your conduct and behavior does not damage public trust and
confidence.
You should make sure that all attendance, achievement and assessment records are
completed accurately and truthfully.
You should reference other peoples work appropriately and not pass it off as your
own.
You should co-operate with any investigation into your conduct.
8

5. Respect for Justice

Respects and recognizes the right of individuals to be treated with fairness and equity
and the importance of avoiding conflicts of interest.

1.4. Advantage of code of ethics

Figure 3

A code of ethics helps us in many ways. It enables us to:

Set out the ideas and responsibilities of the person

Exert a de facto regulatory effect, protecting both clients and professionals.

Improve the profile of the profession.

Motivates and inspire the practitioners, by attempting to define their reason for
being.

Provide guidance on acceptable conduct.

Raise awareness and consciousness of issues.

Improve quality and consistency.

It improves team performance

It helps in preventing misconduct.

It helps in improving cohesiveness.

Guide how to make good decisions.

CHAPTER 2.CONFLICT MANAGEMENT

Conflict arises from differences, both large and small. It occurs whenever people disagree
over their values, motivations, perceptions, ideas, or desires. Sometimes these differences
appear trivial, but when a conflict triggers strong feelings, a deep personal need is often at the
core of the problem. These needs can be a need to feel safe and secure, a need to feel
respected and valued, or a need for greater closeness and intimacy.

Figure 4

We define conflict as a disagreement through which the parties involved perceive a threat to
their needs, interests or concerns. Its human nature to have conflicts and it arises for any
number of reasons, including:
1.
2.
3.
4.

Misunderstandings
Personality clashes
Disagreements about the right way to approach a problem
Egos

Whether big or small, conflict is not confined only to a person and the people around her/him.
It can be between people one is not even associated with. A conflict can, for example, be
between people and the prevailing laws. Conflict does not only occur at the personal level but
also at the national and even international level. Apart from external conflicts between
individuals or groups, there can also be internal conflicts within an individual.
2.1. Importance of Conflict Management
Social conflicts begin with one party wanting something that another party resists doing or
providing. Conflicts cover a myriad of different circumstances that range from mundane
tests of wills between parents and children, to conflicts between legal adversaries, to
negotiations between sales agents and customers. Conflict management can be used to
achieve consensus among individuals and groups and it can increase your understanding of
differing points of views. You can learn to identify positive and negative effects of
conflict, which can help you optimize your actions and understand difficult situations.
10

Below are some potentially positive and negative aspects of conflict and how they can
affect you and others.
2.2. Steps in Conflict Management

Figure 5

Identify the problem.

Identify the limiting resource or constraint that is generally at the root cause of the
conflict.

Engage in participatory dialogue and find a range of solutions that will be

acceptable to all the parties concerned.

See which solutions clash with the organizational objectives and are not in keeping
with the company's culture.

Eliminate those that do not promote mutual understanding or acceptance.

Choose the best solution that satisfy most people most of the time and implement
this.

2.3 (Case-1) Conflict with my parents

Reason of conflict- Difference of opinion
I have done my graduation in BBA marketing, after that I wanted to do MBA and as I
planned I was seriously working on it and I was also preparing for my CAT exams but my
parents wanted me to prepare for the government exams. After knowing the fact that I was
doing bba because I wanted to do Mba only they were forcing me to take some coaching
11

and they were advising me to prepare for government jobs. I had a lot of arguments with
my parents but after some fight n arguments I thought to give a try and then I took
admission in Chanakya coaching centre in Delhi but after sometime I realized that I am
unable to concentrate and without any interest I cant crack any government jobs. I
explained this thing to my parents also and lastly they allowed me to do whatever I want to
do and after that, I started working in Ibm India.
In this situation, conflict was there because there was problem of understanding between
me and my parents but after sometime we tried to understand each other. Here, Emotional
awareness is a key factor in resolving conflict.
Emotional awareness helps you:

Understand what is really troubling other people

Understand yourself, including what is really troubling you

Stay motivated until the conflict is resolved

Communicate clearly and effectively

Attract and influence others

2.4 (Case-2) Conflict with manager

Reason of the conflict: communication gap and lack of understanding.
While I was working in IBM, the schedule was very hectic. The starting 6 months was day
shifts but suddenly the day shifts turned into night shift and I was not used to work on
night shifts. I found it very difficult to stay awake for whole night because of which I
wasnt able to concentrate on my work and which also affected my health also. I started
taking offs because of health issues. I discussed this problem with my manager and he
gave me leave for few days but even after those leaves, I wasnt able to recover and it took
few more days to recover completely. When I came back to office, instead of asking about
health, he started shouting. I couldnt take it and I also shouted back because he was aware
about the whole things and without clarifying things he was yelling at me. So, I decided to
give resignation. After that he called me in his cabin, and apologized and he told me to
think again about this step, so I decided to resume my work.
In this case, I decided to avoid the situation. The avoidance strategy seeks to put off conflict
indefinitely.
2.5 (Case-3) Conflict with my brother
We all are aware of the fact that sibling relationships are often the longest of our lives and
siblings are the only one who fights the most. There are many cases of conflict between me
and my brother. Mostly we disagree with each other. With my brother I have a love hate
relationship. There was an incident when my parents were out of town and we were alone at
12

home. I had a huge argument and fight with my brother because he forgot to do the internet
recharge. I understand that it was a very little issue but sometimes we are unable to handle
our anger. Same happened with us also but later I realized that it was my mistake and I
apologized to my brother.
Issues don't resolve themselves, no matter what type of relationship you are in. Taking action
to come to an understanding with your sibling will help you both start to accept your
difference

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Chapter.3. ETIQUETTE

3.1. WHAT IS ETIQUETTES?

Students should begin sharpening their awareness of good human relations and personal skills
during college years, so the transition to the working world is made with finesse, not
discomfort. Etiquette in simpler words is defined as good behaviour which distinguishes
human beings from animals.
Human Being is a social animal and it is really important for him to behave in an appropriate
way. Etiquette refers to behaving in a socially responsible way.

Etiquette makes you a cultured individual who leaves his mark wherever he goes.

Etiquette teaches you the way to talk, walk and most importantly behave in the
society.

Etiquette is essential for an everlasting first impression. The way you interact with
your superiors, parents, batch mates, friends speak a lot about your personality and
up- bringing.

Etiquette enables the students to earn respect and appreciation everywhere. No one
would feel like talking to a person who does not know how to speak or behave in the
society. Etiquette inculcates a feeling of trust and loyalty in the individuals. One
becomes more responsible and mature. Etiquette helps individuals to value
relationships.

3.2. TYPES OF ETIQUETTES

1. Social Etiquette- Social etiquette is important for an individual as it teaches him how to
behave in the society.
2. Bathroom Etiquette- Bathroom etiquette refers to the set of rules which an individual
needs to follow while using public restrooms or office toilets. Make sure you leave the
restroom clean and tidy for the other person.
3. Corporate Etiquette- Corporate Etiquette refers to how an individual should behave while
he is at work. Each one needs to maintain the decorum of the organization. Dont loiter
around unnecessary or peep into others cubicles.
4. Wedding Etiquette- Wedding is a special event in every ones life. Individuals should
ensure they behave sensibly at weddings. Never be late to weddings or drink uncontrollably.
5. Meeting Etiquette- Meeting Etiquette refers to styles one need to adopt when he is
attending any meeting, seminar, presentation and so on. Listen to what the other person has to

14

say. Never enter meeting room without a notepad and pen. It is important to jot down
important points for future reference.
6. Telephone Etiquette- It is essential to learn how one should interact with the other person
over the phone. Telephone etiquette refers to the way an individual should speak on the
phone. Never put the other person on long holds. Make sure you greet the other person. Take
care of your pitch and tone.
7. Eating Etiquette- Individuals must follow certain decorum while eating in public. Dont
make noise while eating. One should not leave the table unless and until everyone has
finished eating.
8. Business Etiquette- Business Etiquette includes ways to conduct a certain business. Dont
ever cheat customers. It is simply unethical.

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CHAPTER 4. PROFESSIONAL ETIQUETTE

Professional etiquette is an unwritten code of conduct regarding the interactions among the
members in a business setting. When proper professional etiquette is used, all involved are
able to feel more comfortable, and things tend to flow more smoothly. Professional etiquette
plays a monumental role in making a lasting positive first impression. In professional
situations, displaying proper etiquette can give you a competitive edge over others who may
not be using proper etiquette. Likewise, failing to use the correct etiquette may result in being
overlooked for employment or losing other valuable opportunities. Professional etiquette can
be applied to many areas of an individuals work life including e-mails, phone calls, and
business meetings.
4.1. TYPES OF PROFESSIONAL ETIQUETTE

4.1.1 E-mail etiquette

Email etiquette is so new-the rules are evolving because of our increased use of emails.
Some general rules of etiquette should be observed.
Need of Email Etiquette
Professionalism
Efficiency
Protection from liability

Email etiquette rules

Be concise and to the point

Use proper spelling, grammar and punctuation
Make it personal. Avoid using Bcc and Ccc unnecessarily
16

Answer swiftly
Use a meaningful subject
Read the email before you send it
Take care with abbreviations and emotions
Use active voice instead of passive voice.

4.1.2. Dining etiquette

Figure 6

Be on time
Wait to sit until host/hostess indicated the seating arrangement
Stand on the right side of your chair and enter from your left.
Wait for all people to be served before beginning.
Wait until everyone has been served before you begin to eat.

4.1.3 Telephone etiquette

Identify yourself when making a call.

Address the caller by his name in a courteous manner.
Keep conversation brief.
Listen carefully
Do not interrupt
Do not eat or chew while speaking on phone.
If you wish to put the caller on hold, request his permission to do so.
Close your conversation with an appropriate salutation.

4.1.3 Office etiquette

Show a healthy respect for colleagues experience and expertise.

17

Exhibit a positive attitude and know what your role will be on the team-How can I
best assist?

Leave your personal life at front door.

Inquire about the proper way to respond to co-workers, supervisors, clients

(Business letter head, phone call etc,)

Greetings

Punctuality- Always be punctual at your work

Speak well of your co-worker.

4.1,4. Meeting etiquette

Avoid swear words and vulgar references

Poor communicating skill is not professional.
Avoid personal questions during first meeting
Whoever gets to the door first should open it and hold for others who are following.
Turn off your cell phone ringer, accept voicemail and text messaging only.

2.5. Employee Etiquette

Be on time for your job. Better still, be early.

Be respectful to your employer.

Its ill-mannered to wear iPod buds in your ears at work.

Respect the business goals and help to achieve them.

Respect the firms confidentiality of information.

Respect the firms clients confidentiality of information.

Provide your boss with information as required.

Keep your boss well informed in a timely fashion.

Brush up on your computer skills.

Do not big note yourself, there is no place for arrogance in this world.

Wear appropriate office attire, for example correct footwear, not thongs (flip flops) they are strictly casual or beachwear. No exposed midriff to display tatoos and body
piercing. Be neat, clean and as conservative as the business requires.
18

It is extremely rude to arrive late for a meeting. It is ruder still to not attend at all.
Having a good excuse does not exonerate you.

Do not dominate the meeting. All communication must take place through the
chairperson.
Pay attention to the proceedings quietly.

Do not leave the meeting until it is closed by the chairperson.

Answer your phone pleasantly even if you are having a bad day.

Always return telephone calls and do so as soon as possible.

Show consideration for other peoples feelings.

Apologies if you are clearly in the wrong. If in doubt, apologies anyway. Its no big
deal and brings closure to a fruitless event.

Accept an apology graciously and with compassion.

If there is conflict, do not get personal in your remarks.

Keep interruptions to a minimum and always apologise if your intrusion is an

interruption of a discussion, concentration or other activity.

4.2. ADVANTAGES OF PROFESSIONAL ETTIQUTES.

Provides strategies and skills to overcome wariness.

Offers winning strategies for competitive academic environments.

Upgrade interview skills and creates new learning opportunities.

Improves social engagement skills.

Build self-confidence and self-esteem.

Enhances image upgrading skills.

Provides competitive edge for the job seekers.

Promotes cross-cultural awareness.

Provide positive impact on others.

19

4.3 BASIC PROFESSIONAL ETIQUETTE RULES:

Try to arrive on time

Dress appropriately to suit your office environment.

If you must eat at your desk, avoid food with strong odours.

Give a firm hand shake to the stranger.

Never take credit for the work that others have done.

Use your indoor voice and avoid yelling

20

CONCLUSION

It articulates the ideals to which we aspire as well as the behaviors that are mandatory in our
professional and volunteer roles. It is very important for each of us to follow ethics.
Conflict in project management is not necessarily unfavourable when properly managed.
Several advantages have been identified such as increasing personal growth and morale,
enhancing communication, and producing better project outcomes.
Etiquette is one of the most important and yet, most neglected part of a professionals life. If
you are not aware of the basic rules of etiquette while meeting new people and dealing with
clients, then you are most likely to make many errors that might be unknown or seemingly
innocent to you, but could be easily misconstrued as deliberate and offensive by the person
listening to you.
This was a small step in making you aware of what the simple rules in etiquette that you are
expected to be aware of and follow them when you are interacting with people.
We hope you are now ready to utilize what you have learnt from this reading and are going
to implement that in your life. All you need is a bit of self-confidence and a bit of practice!

21

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https://www.tutorialspoint.com/management_concepts/conflict_management.htm
(n.d.). Retrieved 11 17, 2016, from http://hr.berkeley.edu/hr-network/central-guidemanaging-hr/managing-hr/interaction/conflict
(n.d.). Retrieved 11 17, 2016, from https://www.scu.edu/ethics/ethicsresources/ethical-decision-making/what-is-ethics/
(n.d.). Retrieved 11 17, 2016, from http://www.hpcuk.org/assets/documents/10002c16guidanceonconductandethicsforstudents.pdf
Business

Etiquettes.

(2014).

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