Group 2

A Case for Standard LF – Improper Complaints

Group Members

1. Aranas, Janna Joy

2. Arevalo, Dophene
3. Arstoni, Bautista
4. Cabaña, Ray Christian
5. Capuno, Mary Joyce
6. Jomoc, Jovelyn
7. Kimilat, Myca
8. Ramos, Juvine
9. Samson, Aivy
10. Sampani, Ricci
11. Sira, Alicia
12. Tiguelo, Allanie
 Introduction

Unethical behavior in workplace setting can be a serious issue that can lead to a
toxic environment, decreased productivity, and even legal consequences. It is important
to address unethical behavior as soon as possible to prevent it from escalating. It is
important to note that… Psychologist do not file or encourage the filing of ethics
complaints that are made of carelessness, overlooking, or willful ignorance of facts that
would refute the allegation P.R.C, (2017, August 24). Professional Regulatory board of
Psychology-Resolution-No.-11-series-of-2017.
https://prc.gov.ph/sites/default/files/PSYCHOLOGY-CodeEthics-2017-11.pdf and
Psychologist are expected to uphold high standards of conduct and treat all individuals
with respect and empathy P.R.C, (2017, August 24). Professional Regulatory board of
Psychology-Resolution-No.-11-series-of-2017.
https://prc.gov.ph/sites/default/files/PSYCHOLOGY-CodeEthics-2017-11.pdf

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II. Case Background:

Dr. Tommy and Dr. Angie are Psychologists, and in the past months, they are on
the process of having a divorce. One day after a served with another notion, Dr. Angie
went to Dr. Tommy’s clinic. While Dr. Angie is waiting for her husband, she is waiting
together with the receptionist, and suddenly lost control. Dr. Angie shouted to the
receptionist to let Dr. Tommy out of the clinic immediately, calling names, swearing, and
trash talks about Dr. Tommy, and later on walks out of the clinic. After a while, Dr.
Tommy came out and talked to his receptionist, telling to file a complaint to the PRC or
PAP Board, because of the unprofessional conduct that Dr. Angie had shown to the
receptionist.

III. Case Problems Identified

The Code of Ethics that has been violated is an Improper complaint. According to
the ethical principle of Psychology, Psychologist do not file or encourage the filing of
ethics complaints that are made of carelessness, overlooking, or willful ignorance of
facts that would refute the allegation P.R.C, (2017, August 24). Professional Regulatory
board of-Psychology-Resolution-No.-11-series-of-2017.
https://prc.gov.ph/sites/default/files/PSYCHOLOGY-CodeEthics-2017-11.pdf

In this case, Dr. Tommy carelessly concluded the situation without considering
Dr. Angie’s emotions and reasons behind her reaction, that causes commotion. He also
told his receptionist to file complaints direct to the PRC or PAP Board instead of settling
things properly.

Another, Code of Ethics that we found violated here can be related to

interpersonal relationships and professional conduct. Dr. Angie become unprofessional
and lost control of her emotions and attitude towards the receptionist. A competent
therapist should be capable of self-control and doing such act to anyone in a

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professional setting can be considered a violation of ethical standards, as it goes
against principles of respectful communication and maintaining a professional
demeanor.

Psychologist are expected to uphold high standards of conduct and treat all
individuals with respect and empathy.

III. Case Solution and Implementations:

Since the client (Dr. Angie) walks out of the clinic. Uk. Indeed.com. (2023, July 28)
How to deal with difficult clients. https://uk.indeed.com/career-advice/career-
development/how-to-deal-with-difficult-clients. Here are some solutions that the
receptionist and Dr. Tommy can apply before filing a complaint to the PRC or PAP
Board against the impatient client (Dr. Angie):

1. Call and Listen to the client

Acknowledge and listen to their complaints and are willing to respect their
concerns. Listen to their concerns without quickly responding defensively.
Communicate that you understand and share their concerns and show
commitment to address a solution.
2. Stay Calm
Remain calm and professional while listening to Dr. Angie’s complaint,
even when Dr. Angie act unreasonably, it can portray a good example to others
and boost the reputation of the clinic where Dr. Tommy work. A calm manner can
allow ourselves to express more clearly and fluently.
3. Identify the problem
To be helpful to Dr. Angie, the receptionist/Dr. Tommy need to identify the
problem precisely. This manner often requires them to go beyond what Dr.

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 Angie’s saying and perform a further investigation to understand their concern by
asking Dr. Angie more questions and take note any key details they mention.
4. Offer her a solution
Once they Identified the problem, offer her a solution that address her
concern. If possible, provide her multiple solutions so that she can choose one
that works best for her.
5. Follow up (for the receptionist)
After offering Dr. Angie a solution, follow up to ensure that she is satisfied
with the outcome. This step shows that Dr. Tommy and the receptionist of the
clinic care about their experience and are committed to provide excellent
customer service.
6. Document everything
Keep all the detailed records of all interactions with Dr. Angie (the client),
including complaints, solutions offered, and those follow-up actions taken. This
document can help them identify patterns their customer behavior and improve
these processes over time.

IV. Conclusion

Unethical behavior in workplace setting can be a serious issue that can lead to a
toxic environment, decreased productivity, and even legal consequences. It is important
to address unethical behavior as soon as possible to prevent it from escalating.

V. References

1. P.R.C, (2017, August 24). Professional Regulatory board of Psychology

Resolution No. 11 series of 2017.
https://prc.gov.ph/sites/default/files/PSYCHOLOGY-CodeEthics-2017-11.pdf

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2. Uk. Indeed.com. (2023, July 28) How to deal with difficult clients.
https://uk.indeed.com/career-advice/career-development/how-to-deal-with-
difficult-clients
3. P.R.C, (2017, August 24). Professional Regulatory board of Psychology
Resolution No. 11 series of 2017.
https://prc.gov.ph/sites/default/files/PSYCHOLOGY-CodeEthics-2017.