CHAPTER 4:

IT Proffesionalism
and Ethics

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 COURSE LEARNING OUTCOME (CLO):
 CLO 1 : Explain common threats and attacks using
various tools and techniques for secured environment in
organization. ( C3, PLO 2 )
 CLO 3 : Practice professional codes of ethics and
humanistic values to adapt the real challenges in
professional environment. ( A2, PLO 8 )

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 LESSON LEARNING OUTCOME (LLO)

4.1 Explain IT Professional

4.2 Practice Proper Attitude While Working with
Customer
4.3 Explain Employee Best Practices
4.4 Discuss Ethical and Legal Issues in the IT
Industry
4.5 Discuss Call Center Technician Tasks

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 4.1 Explain IT Professional

4.1.1 Describe communication skills and IT Professional

4.1.2 Identify Communication Skills, Troubleshooting,
and Professional Behavior

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 TERMS DEFINITION
defined as the discipline
 Ethics dealing with what is good and
bad or right and wrong or
with moral duty and obligation.

the skill, good

 Professionalism judgment, and polite
behaviour that is
expected from a person
who is trained to do a job
well

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 4.1.1 Definition: Communication
Information
 Communication is
the art of transmitting Idea
Attitudes from one person
to another

 Communication is the process of

meaningful interaction among human
beings

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 4.1.1 Definition: IT Professional
Professionalism
 A profession is defined as having a systematic
knowledge acquired through specialized training or
education and practicing the same as an occupation.
Professionals bear moral and ethical behavior.
 A profession means practice or application of such
knowledge and skill that are acquired through a
systematic study or training for the betterment of the
society or people in the form of services.
 The content of profession with moral and ethical
behaviors is professionalism.
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 Professional Ethics
 Professional Ethics encompass the personal,
organizational and corporate standards of behaviour
expected of professionals.
 Professionals, and those working in acknowledged
professions, exercise specialist knowledge and skill.
 How the use of this knowledge should be governed when
providing a service to the public can be considered a
moral issue and is termed professional ethics.
 Professionals are capable of making judgements,
applying their skills and reaching informed decisions
in situations that the general public cannot, because
they have not received the relevant training.
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 Features of Professionalism
 A professional acquires a systematic knowledge and skill
through study, training and experience.
 A professional exercises the knowledge and enhance skill
ethically as an expert. As such, professionals are endowed
with specific rights/authority. The service or work as an
expertise of a professional is evaluated by the public.
 Professionals follow code of conducts to keep morale of
the profession high. The activities of a professional are
regulated by the professional organizations through
licensing, code of conducts, and disciplinary actions.
 Professionals have their own cultures, developed through
mutual contacts in social and professional gatherings.
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 4.1.2 Communication Skills &
Troubleshooting

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 4.1.2 Professional Behaviors of IT
Professional
1) Ability to communicate (verbal and written)
2) Displaying a positive attitude
3) Always keeping commitments
4) Ensuring a great appearance
5) Never bullying
6) Being accountable - Don’t point fingers at others, and
don’t make lame excuses
7) Controlling emotions
8) Avoiding dirty jokes and sexual innuendo.

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 Un-professional behaviours of IT Engineer

8) Negligence
1) Time
7) Code of related
Conduct
6) Criminal 2) Quality
Offense related

Unprofessional
Behaviours

5) Personal 3) Late
Manner Meeting

4) Personal
Integrity
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 Un-professional behaviours of IT Engineer
1) Time related: Late arrival in meetings/office/duty station,
Late submission of reports/deliverables, i.e., missing
deadlines
2) Quality related: Failing to monitor quality of works
performed, Failing to detect apparent errors in
drawings/designs
3) Meeting: Talking on phone during meeting/ loud ring
tones of cell phones, Talking with others during meeting,
Late arrival, Taking frequent breaks, Any activity that
indicates that the meeting is of less importance to you.

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 Un-professional behaviours of IT Engineer
4) Personal Integrity: Hiding conflict of interest, Accepting
extra offer from client/contractor, Disclosing client’s
confidential information, Inconsistency in saying and doing
(hypocrite), Making judgment based on partial knowledge,
like determining the brand of cement or steel rod or
wire/transformer/turbine based on advertisement, rather
than on test-data. Inability to detect (and correct) apparent
flaws in drawings/designs, Inability to make appropriate
judgment in a particular situation.

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 Un-professional behaviours of IT Engineer
5) Personal Manner: Shouting at subordinates/workers,
Sloppy dress up/attention grabbing hair style/ jewelry,
Respect to others, especially to those who are less
fortunate.
6) Criminal offense: Forging document, Falsifying data,
Accepting/offering bribes, Abuse/misuse/disuse of
authority: use of official property (vehicle, building,
equipment) for personal purpose, asking office personnel
to do personal works, nepotism), Plagiarism, Plotting
against firm, client, other engineers

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 Un-professional behaviours of IT Engineer
7) Code of Conduct: Forgetting to sign on documents,
Disregard for code of conduct, standards, bylaws, and
norms, Advertisement in newspaper/TV/Radio, Part time
work as a salesman, Attempt of undue influence,
Intentionally misleading public, client, employer, Accepting
offer from potential client/contractor
8) Negligence: Using different coefficients from engineering
handbooks, without checking their applicability in particular
conditions, Allowing breach of terms and conditions at
construction sites, Not checking documents properly for
formatting, contents, etc. before submission.

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 4.2 Practice Proper Attitude While
Working With a Customer
4.2.1 Use communication skills to determine customer
problems
4.2.2 Show professional behaviour with customers
4.2.3 Keeping the customer focused on the problem
4.2.4 Using Proper Netiquette

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 How Projects Really Work

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 4.2.1 Using Communication Skills to
Determine Customer Problems

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 4.2.1 Using Communication Skills to
Determine Customer Problems

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 4.2.2 Show Professional Behaviour
with Customers
A professional attitude means that you have the
ability to:

1) Effectively manage your time

2) Display leadership
3) Act in an ethical manner
4) Show tenacity and determination
5) Act and think creatively
6) Appreciate diversity
7) Focus on customer satisfaction
8) Manage conflicts effectively 
9) Display emotional intelligence
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 4.2.2 Show Professional Behaviour
with Customers

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 4.2.3 Keeping the Customer Focused on

the Problem
1) Listen without interruption and maintain eye contact.
2) Apologize promptly and accept responsibility for the
problem.
3) Never assume anything; zero in on the customer's
specific complaint.
4) Pride yourself in creative solutions for your troubled
customer
5) Explain calmly the policy to the grumpy customer's
(customer who constantly complains).
6) Always remain calm when dealing with an irate
customer.
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 4.2.4 Using Proper Netiquette
Using Proper Netiquette.
 Common courtesy and appropriate behavior in
everyday life is referred to as etiquette. 
 Appropriate behavior online is known as Netiquette.
 The key to netiquette is to remember that the people
with whom you are communicating cannot see you,
read your body language or hear the tone of your
voice.

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 4.2.4 Using Proper Netiquette
1) Identify yourself:
a) Begin messages with a salutation and end them with your
name.
b) Use a signature (a footer with your identifying information) at
the end of a message
2) Include a subject line. Give a descriptive phrase in
the subject line of the message header that tells the
topic of the message (not just "Hi, there!").
3) Avoid sarcasm. People who don't know you may
misinterpret its meaning.
4) Respect others' privacy. Do not quote or forward
personal email without the original author's permission.
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 4.2.4 Using Proper Netiquette
5) Acknowledge and return messages promptly.
6) Copy with caution. Don't copy everyone you know
on each message.
7) No spam (a.k.a. junk mail). Don't contribute to
worthless information on the Internet by sending or
responding to mass postings of chain letters,
rumours, etc.
8) Be concise. Keep messages concise—about one
screen, as a rule of thumb.

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 4.2.4 Using Proper Netiquette
9) Use appropriate language:
a) Avoid coarse, rough, or rude language.
b) Observe good grammar and spelling.
10)Use appropriate emoticons (emotion icons) to help
convey meaning. 
a) Use "smiley's" or punctuation such as :-) to convey
emotions.

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 4.2.4 Using Proper Netiquette

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 THANK YOU 

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