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.
 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.
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.
 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
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. 

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
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
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.

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.

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.