Chapter 2: Professionalism and Ethics 

Professionalism: 

• Involves the way a person acts, talks, dresses, generally conducts their work life
• Values/ ethics of the organization will show what is regarded as acceptable/ professional behaviour – code of conduct
• Important that everybody understands the reasons why they are excepted to act in a particular manner
• Acting in a professional/ ethical manner – always take into account what the consequences of actions/ decisions will be
• What is acceptable will be stated by the values of the person/ organisation

The importance of professionalism: 

• Important that the business specifies what behaviour would be acceptable/ what would be frowned upon as unethical/ unprofessional
• Business has to build professional behaviour into the organisation culture to establish a set of common values
• Employees are representatives of the business – the way they act will create a certain image of the business
• Code of ethics should be clearly communicated to all stakeholders of the business
• Interaction in a business environment takes place between:
• Employees and management
• Employees and suppliers
• Employees and customers
• Ideal situation is to act in a manner that will build relationships; mutual benefit
• Acting in a manner that will reinforce expectations will ensure a positive impression is created in the mind of the other party = strengthen the relationship
• Employees at all levels in the organisation can/should learn to be professional

Elements and principles of professionalism: 

• Differences in interpretation of the message may be the result of differences in perceptions regarding dress code, tone of communication, time management at meetings, social etiquette
• Difficult for multi-cultural businesses to maintain the required level of professionalism without documentation/ policies to guide both manager/ employee
• Documents should be discussed openly  - copies signed by each employee as proof

Code of ethics: Document which denotes the basic morals, principles, values that a company embraces – honesty, transparency, care of the environment

Code of conduct: Specific behaviour that is expected from employee

The code of conduct should address the following: 

Image: 

• Employees must be well groomed
• Neat and dressed appropriately (What may be appropriate for one type of industry may not necessarily be acceptable in another)

Communication: 

• Communicate in a clear manner (appropriate to the situation)
• Ensure the message that is transmitted by the employee of the business is the same as the one received by the customer/ manager
• Always use the other person’s name/surname when addressing them (This builds rapport; rapport: close and harmonious relationship in which people or groups understand each other’s feelings/ ideas and communicate well
• Pay attention to the person talking to you – indicate you are listening –
• Turn cell phones off in meetings
• Avoid foul language – even in an informal social business environment
• When asked for feedback, ensure that it is constructive – stick to required deadline for feedback –
• Telephone etiquette – person identifies themselves/ stating what they are calling about
• Never continue with a private phone call/ conversation when a customer is waiting
• Written communication also need to be professional; pat attention to spelling/language

Actions: 

• Behave in a professional manner
• Thorough understanding of the theoretical aspect of their job
• Ability to apply the theory to practical situations in order to solve problems
• Requires a professional person to adopt an attitude of life-long learning
• Expert in their field, capable of working independently
• Superior knowledge/ understanding of not only work related problems but also the needs of the customer
• Governed by a code of conduct prescribing how one should act in an ethical manner
• Code of conduct will emphasise: may not put their own interests first – but that of the client –
• Always strive to achieve a high quality service/ act with honour and integrity
• Does not give up – perseveres until success is achieved
• Success means the best quality at all times – takes pride in what is being achieved
• Make a commitment to yourself to be professional

Working environment: 

• All businesses must strive to create a professional work environment – free from prejudice/ discrimination
• Work environment should always be neat – help to promote the businesses image of professionalism
• Staff member should make sure customers feel comfortable to discuss issues – environment of confidentiality

Respect: 

• Important to respect others in a professional environment
• Aspects such as respect for culture, views, gender, qualifications
• Respect creates a safe environment for everyone to feel free to discuss idea/ be themselves

Ethics: 

• Those human values that describe how one should live – keeping in mind what is seen as ‘correct’ behaviour
• Ethical behaviour is about deciding what is right/ what is wrong – then doing the right thing

Ethical theories:

Moral Absolutism vs Moral Relativism

Moral absolutism: Only one ethical solution to any problem

Moral Relativism: Solution to the problem at hand will depend on the situation/ who is involved. There can be more than one ‘moral’ solution (different cultures). Values differ from person to person/ society to society.

Consequence-based theories: Consequences of an action that determines whether the action is right or wrong. If the consequence is positive there isn’t anything wrong with the action

Principle-based theories: (Predetermined rules) – principles or values will determine whether the action is right or wrong. Consequences of no influence - no exceptions

Narrative-based theories: Different narrative/stories are used to complement each other, lead to an understanding of the difference between the right/wrong

The Utilitarian theory: Whatever is done should always be for the good of the greatest number of people

Business Ethics: 

• Easy to place responsibility for acting in an ethical member in the hands of the business owner/manger
• Owners/ management: responsibility to formulate policies regarding ethics in the work environment
• Responsibility of every employee to make sure they do the right thing
• Management must make sure that the organisational culture underpins ethical behaviour – punishes unethical behaviour
• Business ethics needs to be managed in the workplace
• CEO has to realise that the example they set will speak louder than the policies he puts on paper
• When an employee or department does not comply with legislation/ does not follow the policy of the organisation regarding certain issues (could cause possible embarrassment for the business)
• The king code IV is a tool that provides the business with strategies to run ethical/ professional businesses – regarded as Good Corporate Governance –
• The King Code IV came into operation on 1^st April 2017
• Under the companies Act, Directors take direct responsibility for areas under their control – essential they set up policies/strategies to assist them.
• Directors who are in breach of requirements can no longer claim ignorance (have to apply/explain if they have not followed good business practice principles

Impact of ethical/unethical behaviour on others: 

• Are you prepared to share credit for a task?
• Do you stick to commitments you’ve made to yourself and others?
• What type of videos/pictures do you forward to others?
• What minor rules do you break?
• Things sales people say (or don’t say) to make a sale?

Social responsibility is just one element of ethical behaviour

Business ethics is about being responsible in all business dealings – not only towards society

The implications of Unethical Business Practices: 

• Unethical behaviour may lead to loss of profit/ bad publicity/violation of human rights of customers/employees

Many actions can lead to unethical behaviour: 

• Financial misconduct: Misappropriating funds, incorrect accounting, inappropriate gifts
• Misrepresentation: False information given to employees/customers, false advertising
• Employee related issues: Not acknowledging contributions, sexual harassment, incorrect salaries
• Stealing: Stealing money, information, time, resources

Steps to introduce more ethical business practice: 

• Define ethical expectations – code of ethics; Define expected behaviour – code of conduct
• Employees must be aware of these codes – have training where necessary
• Encourage management to set an example
• Identify causes of unethical behaviour, find solutions
• Establish procedures of to dealing with ethical issues – consequences clearly spelt out
• Praise/reward good behaviour – implement an intentional incentive programme to reward ethical employees
• Ensure new employees are introduced to the concept of ethical business practice during their orientation

Advantages of Business Ethics: 

Entails making decisions that may not always be good for the bottom line

• Helps business stay within boundaries of the law
• Helps the business not to ignore issues that may involve illegal activities (money laundering)
• Ethical codes improves teamwork/productivity
• Code clearly describes what is acceptable and what is not – helps employees feel secure in their actions
• Improve relationships within the business – and stakeholders outside the business
• Adherence to the King Code will enhance the ethical culture in the business

Research ethics: 

• A set of principles of right conduct
• A theory/system of moral value

Important aspect of doing research – if you are extracting/using information about people/businesses/societies, you need to ensure you treat them/the information you gather with respect

Ethics regarding actual research: 

Data collection/usage: 

• Do not fill in fake survey forms
• Record data meticulously/accurate
• Check both transfer/manipulation of numerical data
• Avoid leading questions – prejudice the respondent’s answer
• Identify/ avoid misusing subjective data
• Respect intellectual property – proper citation/referencing
• Do not manipulate data – skew results

Ethics with respect to respondents: 

• Attain permission to use information
• Handle delicate issues with care
• Protect the identity of a respondent if appropriate
• Ask permission before taping an interview
• Be careful not to misinterpret answers

Ethics with respect to sources used: 

• Analyse sources – ensure authenticity/ availability for use
• Obtain permission to use sources if applicable