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OBSERVE ETHICAL PRACTICES
LRDU-LG-BSSCREO221C-1.0
August 2017
LEARNER GUIDE
OBSERVE ETHICAL PRACTICES
Published by
HEART TRUST/NATIONAL TRAINING AGENCY
Produced by
Learning Resources Development Unit
Gordon Town Road
Kingston 7
Jamaica W.I.
This material is protected by copyright ©. Copying this material or any part of it by any means,
including digital or in any form is prohibited unless prior written permission is obtained from the
HEART Trust/NTA.
© 2017
OBSERVE ETHICAL PRACTICES
LRDU-LG-BSSCREO221C-1.0
August 2017
TABLE OF CONTENTS
PAGES
Introduction ................................................................................................................................. i
Welcome .......................................................................................................................... i
This Competency Unit ....................................................................................................... i
Before you Start ............................................................................................................... ii
Planning your Learning Programme .................................................................................. ii
Self-Assessment Checklist ................................................................................................. iii
How to use this Learner Guide ......................................................................................... v
Using the Computer and Other Resources ....................................................................... vi
Methods of Assessment .................................................................................................. vii
Quality Assurance .......................................................................................................... vii
Element 1 Protect the Interests Of Clients ........................................................................... 3
Self-Assessment Checklist ................................................................................................. 8
Element 2 Ensure Correct Representation ........................................................................... 9
Self Assessment Checklist ................................................................................................ 13
Element 3 Maintain Good Work Practices ......................................................................... 14
Self-Assessment Checklist ................................................................................................ 19
OBSERVE ETHICAL PRACTICES
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INTRODUCTION
Welcome
Welcome to the Learner Guide for Unit of Competency, “Observe Ethical Practices”. This
is just one of a number of Learner Guides produced for the Business Services Industry,
and it is designed to guide you, the learner, through a series of learning processes and
activities that will enable you to achieve the specified learning outcomes for the
competency unit.
The content of this guide was developed from the Competency Standard BSSCREO221C,
which is one of the basic building blocks for the National Vocational Qualification of
Jamaica (NVQJ) certification within the industry. Please refer to your Learner Handbook
for a thorough explanation of standards and competencies, and how these relate to the
NVQJ certification.
You are also advised to consult the Competency Standard for a better understanding of
what is required to master the competency.
This Competency Unit
“Observe Ethical Practices” addresses the knowledge and skills required for effectively
observing ethical practices. The competency unit is comprised of the following elements:
Element 1. Protect the interests of clients
Element 2. Ensure correct representation
Element 3. Maintain good work practices
As you go through each element, you will find critical information relating to each one.
You are advised to study them carefully so that you will be able to develop the necessary
knowledge, skills and attitudes for providing table service of alcoholic beverages.
LG – BSSCRE0221C:
OBSERVE ETHICAL PRACTICES
OBSERVE ETHICAL PRACTICES
LRDU-LG-BSSCREO221C-1.0 ii
August 2017
Before you Start
Before you start this Learner Guide, you need to:
a. Obtain a Learner’s Logbook that will be used to record evidence of your new
skills/competence. As you demonstrate your new skills, record your activities and
have your learning facilitator sign off on them. This will allow you provide evidence
of your competence when you are being assessed against the competency standard
b. Ensure that you have access to the facilities and equipment necessary for learning
c. Ensure that your learning resources are available
d. Know and observe the occupational health and safety standards/practices for the
industry. For example, ensure that you are wearing suitable clothing, that tools and
equipment are safe, and that the correct safety equipment is used
e. Plan your learning programme (see below)
f. Understand how to use this Learner Guide (see below)
Planning your Learning Programme
The following self-assessment checklist will assist you in planning your learning
programme as it will help you to think about the knowledge, skills and attitudes needed
to demonstrate competency in this unit. As you go through the checklist, you will be able
to find out what competencies you have already mastered, and which ones you will
need to pay more attention to as you go through the learning process.
To complete the checklists simply read the statements and tick the ‘Yes’ or ‘No’ box.
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Element 1 Protect the interests of clients
Yes No
1. I can follow through with continuity of information flow as
expected of job role
2. I can safeguard the integrity and security of other’s
information as required by privacy legislation and company
policy
3. I can safeguard and articulate potential conflicts of interest as
quickly as possible to the relevant parties
4. I can maintain clients’ interests, including confidentiality and
proprietary rights
5. I can maintain and work to industry and international
standards
( )
( )
( )
( )
( )
( )
( )
( )
( )
( )
Element 2 Ensure correct representation
Yes No
1. I can identify and reflect on my own social and cultural
perspectives and biases
2. I can work with awareness of my limitations in self and
social awareness
( )
( )
( )
( )
Self-Assessment Checklist
Observe Cultural Difference of Customers
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3. I can use reflection to support my ability to work
cooperatively and with understanding of others
4. I can identify and act on ways to improve myself and social
awareness
5. I can seek assistance from interpreters or other persons
according to communication needs
( )
( )
( )
( )
( )
( )
Element 3 Maintain good work practices
Yes
No
1. I can protect and promote work practices and the health and
safety of myself and others
2. I can treat colleagues and employees equitably and
professionally
3. I can ensure that I do not mislead colleagues, clients, and
employees regarding suitability of services and products
4. I can ensure professional opinion is qualified based on expertise
or knowledge limitations
5. I can update and upgrade professional knowledge and skills
continually
( )
( )
( ) ( )
( )
( )
( )
( )
( )
( )
If you ticked all or most of the ‘Yes’ boxes, then you might not need to go through the
entire guide. Ask your learning facilitator to assist you in determining the most
appropriate direction for this competency.
If you ticked a few of the ‘Yes’ boxes or none at all, then you should work through all of
the guide, even though some of elements may be familiar to you.
Plan your learning based on your answers. Be sure to involve your learning facilitator in
the planning process.
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How to use this Learner Guide
This Learner Guide is designed to assist you in working and learning at your own pace.
We suggest that you:
Go through the sections/elements as they are presented (starting at Section 1)
Check your progress at each checkpoint to ensure that you understand the
material
Observe the icons and special graphics used throughout this guide to remind you
of what you have to do to enhance your learning. The icons and their meanings
are as follows:
Complete Assessment Exercise
This exercise requires you to think about the knowledge
and skills that you have or will develop in this competency
unit.
Key Concepts Box
Words/phrases are defined or explained in this box. The
words/phrases being explained are in bold print.
Checkpoint
This denotes a brain teaser and is used to check your
understanding of the materials presented. No answers are
provided for the questions asked
Activity
This denotes something for you to do either alone or with
the assistance of your learning facilitator.
Reference
This points you to the reference materials and other
support documents or resources used in compiling the unit
content.
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Ask your learning facilitator for help if you have any problems with the
interpretation of the contents, the procedures, or the availability of resources
Stop and complete each activity as you come to it. If the activity requires you to
perform an actual task, be sure to tell your learning facilitator when you get to
that activity so that he/she can make arrangements
Get your learning facilitator to sign and date the Learner Logbook when you have
completed an activity
Read the summary and complete the self-assessment checklist at the end of each
section or element
When you have worked through all sections of the guide, complete the assessment
exercise at the end of the document. When you can tick every ‘Yes’ box, you are ready
for assessment and may ask your learning facilitator to assist you in making the
arrangement to have your performance assessed.
Using the Computer and Other Resources
Where your activities refer you to the library, computer and Internet resources, ask your
learning facilitator to assist you with locating these resources. If you are getting your
training in an institution, there may be a library and computer laboratory. If this is not
the case, visit the local library and find out what resources are available.
If you are unable to use the computer and the Internet, someone should be able to show
you how to use these resources.
Please note that in many of your activities you have been referred to information on the
Internet. This is because the Internet has a vast amount of information that can help you
acquire the particular competencies. We would like to advise you, however, that we
cannot guarantee that all the sites will be available when you need them. If this happens,
ask your learning facilitator to assist you with locating other sites that have the
information you require.
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Methods of Assessment
Competency will be assessed while work is being undertaken under direct supervision
with regular checks, but may include some autonomy when working as a team. You are
advised to consult the associated competency standard for further details relating to the
assessment strategies.
Methods include:
Practical demonstration
Oral presentation
Quality Assurance
A feedback form is included at the back of each Learner Guide, so all users are afforded
the opportunity to document their concerns pertinent to the various aspects of the guide.
Such concerns will assist in the review process of the Learner Guides. Users are
encouraged to cut out the form, complete and submit same to the address provided.
You may now start your learning. Have fun while you work!
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This unit is divided into three elements:
1. Protect the interests of clients
2. Ensure correct representation
3. Maintain good work practices
Learning Outcomes
Upon completion of this unit you should be able to:
Follow through with continuity of information flow as expected of job role
Safeguard the integrity and security of other’s information as required by privacy
legislation and company policy
Safeguard and articulate potential conflicts of interest as quickly as possible to the
relevant parties
Maintain clients’ interests, including confidentiality and proprietary rights
Maintain and work to industry and international standards
Present professional skills, knowledge, and qualifications correctly
Acknowledge services and products developed by self and others
Present estimates for work in a realistic manner, considering the stages of work,
budget constraints, and ability to influence project stages
Protect work practices and promote the health and safety of self and others
Treat colleagues and employees equitably and professionally
Ensure that colleagues, clients, and employees are not misled regarding the
suitability of services or products
Ensure that professional opinion is qualified based on expertise or knowledge
limitations
Update and upgrade professional skills and knowledge
LG – BSSCRE0221C:
OBSERVE ETHICAL PRACTICES
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KEY CONCEPT
Code of Ethics
This is “a set of formal rules and
standards, based on ethical
values and beliefs about what is
right and wrong, that employees
can use to make appropriate
decisions when the interests of
other individuals or groups are
at stake” (George & Jones, 2005,
p. 74).
Introduction to Observe Ethical Practices
Ethics is concerned with behaviours or conducts that are perceived to be right or wrong
or acceptable or unacceptable. In all industries, there
are codes of ethics that govern the conduct of business
owners and their employees.
Key Concepts
Ethics
Value
Integrity
Confidentiality
Rights
Morals
Ethics in the workplace protects the employers,
employees, and clients from negative situations in the
workplace, including:
Conflict of interest
Violations of various company policies
Falsifying time reports
Lying
Theft
Bribery
Unfair treatment
It is very important that businesses establish a culture of ethical
value and practices; in this regard, employees will have no
option but to adapt to these practices because they will be
perceived as the norm. On the other hand, if ethical practices
are not observed by employers and senior officials in the firm,
the probability of employees being dishonest is much higher.
Unethical practices can cause businesses to lose their reputation,
and in effect, this will negatively impact their performance and profit. In the past,
unethical business practices have caused serious litigation issues with companies; one
famous company that was Enron.
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ELEMENT 1 PROTECT THE INTERESTS OF CLIENTS
Follow Through with Continuity of Information Flow as Expected of Job Role
Continuity of information flow is an extremely important element in the communication
process in any business establishment. There is, generally, a standard or protocol for
communication. Persons at different levels of the firm’s
hierarchy have defined job roles and are expected to
act within the boundaries of their job responsibilities,
unless given additional authority by someone higher in
hierarchy.
Continuity of information is important for effective
and efficient communication to take place. When
information is passed onto you, it is your responsibility to act on it, accordingly. Lack of
information flow can cause poor customer service, low morale, decreased productivity,
chaos and confusion as well as ambiguity. Information flow results in shared knowledge,
unity, and higher achievement. Individual employees feel valued and appreciated, which
can motivate them.
Information flow can be continued using different media; the choice and variety of
media is dependent on your job role, level of authority, and the formality of the
message/information. Media may include:
Intranet site
E-mail communication
Text message
Meetings
Memorandum
Telephone conversations
The mechanics of the flow will vary according to your role; however, various
departments may rely on each other for information in order to improve performance.
For example, the human resource department will depend on the Information
Technology department to share research information and the HR department may in
turn, be expected to share information on promotion and hires. Be sure to respond in a
manner consistent with your role when you are expected to share information.
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KEY CONCEPT
Conflict of Interest
Conflict of interest may arise when
a public official acts or is placed in
a situation that requires him/her to
act contrary to his absolute duty or
responsibility.
Safeguard the Integrity and Security of Other’s Information as Required by Privacy
Legislation and Company Policy/Safeguard and Articulate Potential Conflicts of Interest as
Quickly as Possible to the Relevant Parties
Organizations are held legally responsible for
safeguarding the integrity and confidentiality of their
clients, business associates, and employees’
information. They are also responsible for ensuring
that where conflict of interest arises, it is dealt with
in an ethical manner. Employers need to orientate
their new hires appropriately and ensure that they
articulate their policies and procedures regarding the
handling of information and conflict of interest.
Security procedures that may be implemented to
safeguard information may include:
not sharing passwords
protecting confidential information by not leaving it visible to others
preventing unauthorized persons from accessing confidential information
not discussing confidential information with unauthorized individuals, even
colleagues
storing information in secure cabinets or safes to protect against damage and
unauthorized access
Business operators are entrusted to act in the best interests of their stakeholders.
Stakeholders place their trust in these operators, and by extension, their employees, and
they expect that as trustees, you will act in their best interest. This is not always the
situation, as the case of Enron, proves. At times, there is conflict between an individuals’
personal interests and professional obligations/responsibilities. Should such situation arise,
you are expected to report it and remove yourself from the situation.
CHECKPOINT
1. Outline the importance of continuing information flow in an
organization.
2. What effects might a lack of information have on a firm’s
performance?
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Conflict of interest may occur in the following situations:
An executive or support person has a personal, financial or other interest in the
organization
A legal practitioner and client are in the business together
A legal practitioner simultaneously represents two clients whose interests are
adverse to one another
CHECKPOINT
1. What is conflict of interest?
2. Explain at least four methods that you can use to safeguard
stakeholders’ information.
3. If you perceive a potential conflict for yourself, what are some
ways you might ensure that this conflict doesn’t lead to
unethical behavior for you and others?
4. Why is it so hard for individuals to recognize their own
conflicts of interest? How is this impacted by behavioral biases?
ACTIVITY
In groups of three, conduct a research on the case of Enron.
Summarise the case
Identify at least five unethical practices or behaviours that
led to the demise of the company
Outline how you would have dealt with each of the
unethical behaviours that you identified.
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KEY CONCEPT
Proprietary Rights
These are the rights that go with
ownership of data or real property.
This may include financial
information, intellectual property
such as designs, concepts,
techniques, artwork, etc.
Maintain Client’s Interests, Including Confidentiality and Proprietary Rights/Maintain and
Work to Industry and International Standards
As an employee, it is your responsibility to maintain
a level of work standard that is of industry and
international standards. In doing so, you will
automatically maintain the confidentiality and
proprietary rights of your clients.
As outlined in the previous section, it is the legal
obligation of businesses and their associates to
protect and treat with confidentiality, information
of stakeholders. This extends to proprietary rights.
Failure to implement security measures to protect the stakeholders can result in
litigations, tarnished reputation, valuable clients, and, ultimately, bankruptcy.
In addition to established organizational policies, there are legislations and standards that
seek to protect the integrity and confidentiality of stakeholders’ rights and information;
these include:
confidentiality act
copyright laws
intellectual property rights
data protection act
privacy act
trade practices legislation
CHECKPOINT
1. What are some consequences that an organization may face
if it fails to adhere to industry and international standards?
2. Describe three legislation/acts that are established to protect
the confidentiality and proprietary rights of stakeholders.
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References
1. Conflict of interest. (2017). Retrieved from http://legal-
dictionary.thefreedictionary.com/Conflict+of+Interest
2. MacKechnie, C. (2017). The Best Ways to Improve Workplace
Communication. Retrieved from http://smallbusiness.chron.com/ways-improve-
workplace-communication-3092.html
3. George, J. M., & Jones, G. R. (2005). Understanding and managing organizational
behaviour (4th ed.). Upper Saddle River, NJ: Prentice Hall.
4. Taylor, K. (2015). Making Ethics a Priority in Your Workplace. Retrieved from
https://www.asaecenter.org/resources/articles/an_plus/2015/december/making-
ethics-a-priority-in-your-workplace
5. What is ethics? (2017). Retrieved from
http://www.bbc.co.uk/ethics/introduction/intro_1.shtml
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READY TO ASSESS YOUR COMPETENCE?
Now that you have completed this element, check if you have fully grasped all the
components by doing the following self-assessment:
Self-Assessment Checklist Yes No
1. I can follow through with continuity of information flow as expected
of job role
2. I can safeguard the integrity and security of other’s information as
required by privacy legislation and company policy
3. I can safeguard and articulate potential conflicts of interest as quickly
as possible to the relevant parties
4. I can maintain clients’ interests, including confidentiality and
proprietary rights
5. I can maintain and work to industry and international standards
( )
( )
( )
( )
( )
( )
( )
( )
( )
( )
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KEY CONCEPT
Resume
A document that outlines an
individual’s accomplishments
in terms of education, skills,
and experiences.
ELEMENT 2 ENSURE CORRECT REPRESENTATION
Present professional skills, knowledge, and qualifications correctly/ Provide information
to employers and clients that is unbiased and professionally qualified
Today’s job market is extremely competitive and this
increases the possibility of obtaining and keeping a
dream job. Employers are seeking the most qualified
and experienced individuals to fill their positions. As a
result, this has placed much pressure on job
applicants.
Some individuals may be tempted to behave
unethically in an attempt to secure a job position in
various companies. Ensure that when you are
presenting your resumes or curriculum vitae (CV), you
are as honest as possible. Lying or falsifying
documents in an attempt to secure a job is unethical and it can negatively impact your
possibility of future employment with other firms.
If a particular job requires specific skills that you do not possess, you can simply enroll in
courses or programmes at credible institutions and obtain these skills. Remember that
once you are enrolled in these courses you can include them on your resume or CV as
long as you present them accurately. For example, you may state that your certification is
pending, and include an anticipated date.
It is wise to seriously consider your dream job and obtain relevant skills and qualifications
for this particular area. Present the information of your resume in a professionally
unbiased manner. Ensure that you have proof for all qualifications, skills, and knowledge
that you include on your résumé.
Today’s work force is dynamic and technology-oriented, and as such, it is advisable that
you obtain and include skills such as:
research
communication
adaptability/flexibility
interpersonal skills
leadership
computer
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Acknowledge Services and Products Developed By Self and Others
It is unethical to use the idea, works, or products of others without appropriately
acknowledging said the sources. In academia, improper or failure to acknowledge the
works of others is referred to as plagiarism.
There is intentional and unintentional plagiarism;
intentional plagiarism is when you use the works or ideas
of others without giving them credit.. Unintentional
plagiarism is using persons’ works or ideas and not
acknowledging them appropriately.
It is also unethical to present works or ideas that you
have previously developed and published as though you
have just developed it. This is called self-plagiarism.
Similarly, if you are dealing with products and services, you need to acknowledge the
creator or provider of the products and services. There are laws that govern the use of
intellectual property of individuals and organizations. Not acknowledging the originator
of these products or services can have legal ramifications for your firm or yourself.
CHECKPOINT
1. Discuss the potential impact falsifying of skills and
experiences on your résumé, may have on your career.
2. What are some basic and essential skills that you should
acquire and include on your résumé?
ACTIVITY
Research the various formats and styles for presenting a
professional résumé/CV.
Choose an appropriate format and develop a résumé for a
supervisory position in a customer engagement centre of your
choice.
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Present Estimates for Work in a Realistic Manner, Considering the Stages of Work,
Budget Constraints, and Ability to Influence Project Stages
When you present an estimate for work that has been completed, you need to provide
for the customer, a written copy of the estimates, and include a full breakdown of all the
costs up to that specific stage of the job. You should include the following in your
estimates:
overall price or cost
breakdown, detailing when components of the price
schedules, explaining in details of when the work will be completed and the
products that have already been delivered
terms and conditions
duration or time period for which the estimates are valid
payment terms or schedule
CHECKPOINT
1. Differentiate between intentional and unintentional
plagiarism
2. What is self-plagiarism?
3. Explain the term intellectual property.
ACTIVITY
1. Conduct research and develop a presentation on the
importance of acknowledging or giving persons credit for
their works, ideas, services, and products.
2. Include at least 3 different sources and ensure that you
appropriately acknowledge the works of the publishers
whose ideas or information you use.
3. Present your findings to the class.
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All relevant information about your business should also be included; use a letterhead if
you have one for your company. Ensure that you have your estimates (that your
customer is aware of and is in agreement with the conditions) signed.. You may include a
disclaimer that states that the estimates are subject to change due to stage of work that
has been completed, and changes in estimated costs of products that are needed to
complete the work.
As usual, you need to apply good business ethics when you are developing your
estimates. Take into consideration, the stages of the work that have been completed, as
well as the incomplete portion, budgetary constraints, and how you can personally
influence the completion of the project, whether in regards to timeline, labour, or cost.
References
1. American Psychology Association. (2010). Publication manual of
the American Psychology Association (6th ed.). Washington, DC: APA.
2. Canada Business Network. (2017). Price List, Estimates, quotations And Tenders.
Retrieved from http://www.infoentrepreneurs.org/en/guides/price-lists--estimates--
quotations-and-tenders/
3. Estimating Guidelines. (2002). Retrieved from
http://www.ksinc.com/itpmcptools/EstimatingGuidelines.pdf
4. George, J. M., & Jones, G. R. (2005). Understanding and managing organizational
behaviour (4th ed.). Upper Saddle River, NJ: Prentice Hall.
CHECKPOINT
1. What are estimates, and why are they needed?
2. What are some factors that you should consider when you are
developing an estimate?
/
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5. Taylor, K. (2015). Making Ethics a Priority in Your Workplace. Retrieved from
https://www.asaecenter.org/resources/articles/an_plus/2015/december/making-
ethics-a-priority-in-your-workplace
READY TO ASSESS YOUR COMPETENCE?
Now that you have completed this element, check if you have fully grasped all the
components by doing the following self-assessment:
Self-Assessment Checklist Yes No
1. I can present professional skills, knowledge, and qualifications
correctly
2. I can acknowledge services and products developed by myself and
others
3. I can provide unbiased and professionally qualified information to
employers and clients
4. I can present estimates for work in a realistic manner, considering
the stages of work, budget constraints, and ability to influence
project stages
( )
( )
( )
( )
( )
( )
( )
( )
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ELEMENT 3 MAINTAIN GOOD WORK PRACTICES
Protect and Promote Work Practices and the Health and Safety of Self and
Others/Update and Upgrade Professional Skills and Knowledge
Companies are legally responsible for protecting their internal and external customers
and practise and promote safe and healthy work environments.
It is vital that employees are aware of all
pertinent information that relate to their
health, safety, and security. It is the legal
and moral responsibility of all employers to
ensure that they disclose all information
regarding their health, safety, and security.
Employees are expected to comply with
these guidelines and procedures that relate to workplace hazards and risks that may affect
them in one way or another. They are expected to behave in a manner that ensures the
health, safety, and security of themselves and their colleagues.
Employers should provide for employees, specific information relating to health, safety,
and security issues and provide answers to any relevant questions that employees may
have. Information that should be provided to employees may be related to the
following:
natural disaster (e.g. fire, hurricane, flood)
accidents such as choking, poisoning, falls, cuts, burns, electrical shock
theft
the delivery of suspicious items
fraud
illness (e.g. heart attacks)
spills
preventative measures to be implemented
how to respond in specific situations
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A number of companies also view it as their responsibility to provide appropriate
training or professional development for employees. These trainings are not only
beneficial to the employees but the employers also reap significant benefits. Employers
provide skill-specific trainings that will enable the employees to execute their tasks more
effectively and efficiently. In providing training for its staff, a company is also boosting its
productivity level, and, consequently, its performance and profitability.
Professional development may include the following types of training:
conferences
seminars
workshops
short courses
professional membership
industry updates
CHECKPOINT
1. What is the relevance of ensuring that employees upgrade and
update their professional skills and knowledge contiually ?
2. Identify at least three ways by which employees can have their
professional knowledge and experience upgraded and updated.
3. Why is it important for employers and employees to promote and
incorporate health and safety practices forthemselves and others ?
ACTIVITY
Draft a health, safety, and security policy for the Customer Engagement
Centre for which you are currently employed. Ensure that you include all
relevant and pertinent information in the policy.
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Treat Colleagues and Employees Equitably and Professionally
When you maintain a positive and professional outlook in the workplace, it evokes the
respect of other individuals. It is believed that there is a positive correlation between
how employees are treated and their level of input; in other words, employees will
contribute more to an organization if they believe they will obtain additional outcome.
Outcomes may include:
pay
fringe benefits
job satisfaction
status
opportunities for advancement
job security
In addition, employees will compare their job input and
outcomes to that of their peers and supervisors. If they
believe that they are not being treated fairly or equitably,
their level of motivation will decrease, hence, a decrease in
performance. It is good to note that employees’ level of
motivation is at its peak when equity exists and employees
receive outputs that are comparable to their level of input.
Professionalism speaks to your appearance, competence, and behaviors including
kindness, politeness, and being considerate to others. It is important that you display a
high level of professionalism in the workplace. Professionalism dictates that you treat
others respectfully and equitably. Employees who are treated professionally are more
likely to behave in a similar manner; this will increase job satisfaction and motivation,
thereby, increasing performance.
CHECKPOINT
1. Who is considered a professional?
2. How might employees’ perception of being treated equitably
impact their performance on the job?
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Ensure that you do not Mislead Colleagues, Clients, and Employees Regarding Suitability
of Services and Products/Ensure Professional Opinion is Qualified Based on Expertise or
Knowledge Limitations
Remember that honesty is the best policy and so you should never misrepresent a
product or service to your clients, colleagues, and employees; this is unethical and should
never be done. Misleading information about a product or service can damage the image
and reputation of your firm and lead to loss of valued customers; it can also lead to
litigation issues and bad publicity.
It is essential that you obtain product
knowledge. When you are presenting
information about a product or service,
ensure that the information can be
substantiated by facts such as testimonials
and product information located on
manufacturer’s website or other credible
Internet resources. Having a thorough
knowledge of the products and services
your firm offers will assist you in building
customer loyalty and improving performance. Furthermore, you always want to possess
a competitive advantage over your business rivals; you will not be able to achieve this if
your stakeholders do not trust you.
Adequate product and service knowledge is all about excellent customer service. If your
knowledge about a particular product or service is limited, seek assistance and escalate
the situation to a colleague who is knowledgeable. This will save you and your firm
much unnecessary heartache in the near future.
CHECKPOINT
1. How might you deal with a situation where a stakeholder is
seeking information about a particular product or service to
which you have limited knowlege and expertise ?
2. What can you do to educate yourself regarding your firm’s
products and services ?
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References
1. George, J. M., & Jones, G. R. (2005). Understanding and
managing organizational behaviour (4th ed.). Upper Saddle River, NJ:
Prentice Hall.
2. Thompson, M. (2017). 10 Positive Ways to Earn a Co-Worker’s Respect. Retrieved
from http://work.chron.com/10-positive-ways-earn-coworkers-respect-1518.html
ACTIVITY
Conduct a research on the impact misleading stakeholders regarding
suitability of product or service on a firm’s existence. Share your
findings with your classmates and instructor in a PowerPoint
presentation.
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READY TO ASSESS YOUR COMPETENCE?
Now that you have completed this element, check if you have fully grasped all the
components by doing the following self-assessment:
Self-Assessment Checklist Yes No
1. I can protect and promote work practices and the health and safety
of self and others
2. I can treat colleagues and employees equitably and professionally
3. I can ensure that I do not mislead colleagues, clients, and employees
regarding suitability of services and products
4. I can ensure professional opinion is qualified based on expertise or
knowledge limitations
5. I can update and upgrade professional knowledge and skills
continually
( )
( )
( )
( )
( )
( )
( )
( )
( )
( )
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