84 Module 2 Workplace Basics84 Module 2 Workplace Basics.docx
- 1. 84 Module 2 Workplace Basics 84 Module 2 Workplace Basics When Others Are Not Ethical The last section discussed how to behave ethically at work. But what should you do when others are not behaving ethically? Let us go back to the three levels of ethical decision making. Everyone must abide by the law. If someone at work is breaking the law, you have an obligation to inform your employer immediately. This can be done confidentially to either your supervisor or the human resource department. Whenever you accuse anyone of wrongdoing, have documented facts and solid evidence. Keep track of important dates, events, and copies of evidence. Your credibility is at stake. Remember, depending on the enormity of the situation, you, as an employee, have three choices: (1) alert outside officials if the offense is illegal and extreme; (2) if the offense is not extreme and is accepted by management, accept management's decision; or (3) if the inappropriate behavior is accepted by management and you are still bothered, decide whether you want to continue working for the company. Cory finds out that a certain coworker received a laptop computer from a vendor for personal use. No other employee received a laptop. The coworker said the laptop was an incentive for the company's good standing with the vendor and, because he was the employee who made the purchases, it was his right to keep the laptop. Cory thinks this is not fair and is unethical. Cory politely checks with the human resource department, and they tell Cory that the coworker can keep the laptop. Cory must accept the company's policy. Although construed as being unethical in Cory's mind, the company found no conflict with its policies. Cory decides the offense is not extreme; and, because it was accepted by management, Cory accepts management's decision. Another common ethical issue at work occurs in the area of
- 2. company theft. Company theft is not always large items such as computers or equipment. More often, it is smaller items such as office supplies. Time can also be stolen from a company. If you use company time to surf the Internet, make personal calls, or take extra long breaks, you are stealing from the company. You may not realize that taking a pen or pencil home is stealing from your company. Office supplies should only be used for business purposes. Although it is heavily influenced by the company and how others view right behavior from wrong, ethical behavior starts with the individual. Diversity Basics This section addresses workplace diversity, cultural differences, and employee rights regarding these differences. Diversity comes in many forms. Although most people think of diversity as a race issue, the topic goes far beyond race. People are different in many aspects, ranging from ethnicity to the way we wear our hair. As we discuss these issues, it is important to note three primary messages regarding workplace diversity: · No matter what our differences, treat everyone with respect and professionalism. · Diversity should be used as an asset that utilizes our differences as ways to create, innovate, and compete. · Workplace diversity should only be an issue when the diversity negatively affects performance. 62 Module 2 Workplace Basics 64 Module 2 Workplace Basics · Chapter 5 Ethics, Politics, and Diversity 63 The following is a common example of workplace diversity: One of Cory's new friends at work has a lifestyle that is not as conservative as Cory's. Although Cory's friend has never openly mentioned his lifestyle, he behaves in a feminine fashion and
- 3. always talks about various parties he attends. Cory really enjoys the workplace friendship with this co-worker. He is older and watches out for and helps Cory; yet, Cory does not know how to behave around this friend. Cory thinks about talking to coworkers about the new friend and his lifestyle but ultimately decides that personal opinions on one's lifestyle should be kept private. Cory decides it is best to maintain a good working relationship with the new friend regardless of lifestyle differences. How diverse is your thinking?Take the diversity quiz. www.augsburg.edu/ education/edc210/ diversityquiz.html Forms of Diversity Workplace diversity means there are differences among coworkers. Whenever people address the issue of diversity at work, they primarily address cultural and racial differences. Diversity extends well beyond culture and race. We differ in age, gender, economic status, physical makeup, intelligence, religion, and sexual orientation, among other things. What Do You See? The Equal Employment Opportunity Commission (EEOC) enforces laws that protect individuals from workplace discrimination in recruiting, hiring, wages, promotions, and unlawful termination. These laws are based upon Dr. Martin Luther King Jr.'s establishment of Title VII of the Civil Rights Act, which prohibits discrimination based on sex, religion, race or color, or national origin. Since that time, additional laws have been made to further protect individuals from discrimination in the area of age (over forty years), physical and mental disabilities, gender, sexual orientation, hate crimes, pregnancy, and military service. If you ever feel you are a
- 4. victim of discrimination, first contact your human resource department. If you feel you are still experiencing discrimination, contact your state's Department of Fair Employment and Housing or the Equal Employment Opportunity Commission. Exercise 5-6 Look around the room and list at least three differences between you and your classmates. 1. 2. 3. Race is defined as people with certain physical traits. Racial differences include various ethnicities including Hispanics, Asians, African Americans, Native Americans, and Anglo- Saxons. Culture is the different behavior patterns of people. Examples of various cultures may include where you live geographically, your age, your economic status, and your religious beliefs. As the workplace becomes more diverse, it is hard to imagine a workplace that does not include various races and cultures. 64 Module 2 Workplace Basics As we understand how race and culture impact our workplace, we will begin to recognize how these differences influence our values and behavior. In chapter 1, we discussed that not everyone thinks and behaves like you do. Moreover, people look different and have different value systems. Although we may not like one's looks or agree with others' values or religious beliefs, we must respect everyone's differences and treat them professionally. Digging deeper into the issue of culture, we need to appreciate
- 5. the various generational differences and its impact on the workplace. Individuals entering the workforce (eighteen- to twenty-two-year-olds) have different needs than those preparing to retire (fifty-five and older). Moreover, these needs reflect priorities, values, and attitudes. Stereotypes aoi Prejudice In chapter 1, we discussed the differences in people's attitudes and how these attitudes form our personalities. Everyone is a product of past experience. Individuals use these past experiences to form perceptions about people and situations. A perception is one's understanding or interpretation of reality. If we had a positive previous experience, we will most likely have a positive perception of a person or circumstance. For example, if your boss calls you into his or her office, you will either have a positive or negative perception of the upcoming situation. If your boss is a good communicator and you frequently visit his or her office, you will have a positive perception of being called into the office. On the other hand, if your boss only calls you into his or her office for bad news, your perception of reality is that the boss's office only represents reprimands and punishment. To make situations easier to understand or perceive, we often stereotype. Stereotyping is making a generalized image of a particular group or situation. We often take our perceptions and mold groups or situations. These images can be positive or negative, but we generally apply them to similar situations and groups. At work, this can include types of meetings (situations) or members of specific departments (groups). Using the preceding example of the boss and his or her office, one could stereotype that all bosses are good communicators. It is important to not only know the definition of stereotyping but also to avoid applying stereotypes in a negative manner. Let us use the example of females with blonde hair. A common stereotype is that females with blonde hair are not intelligent.
- 6. This is not true. Prior to responding to a situation, conduct an attitude check to ensure that you are not basing your reaction on a perception or stereotype rather than responding to the current facts and situation. Using the previous example of attitudes toward females with blonde hair, if we assume that all females with blonde hair are unintelligent (stereotype), we have just demonstrated prejudice. Prejudice is a favorable or unfavorable judgment or opinion toward an individual or group based on one's perception (or understanding) of a group, individual, or situation. Typically, at work, prejudice is a negative attitude or opinion that results in discrimination. Therefore, if we do not hire females with blonde hair because we believe they are not intelligent, we are guilty of discrimination. Workplace discrimination is acting against someone based on race, age, gender, religion, disability, or any of the other areas we have discussed in this chapter. 64 Module 2 Workplace Basics Chapter S Ethics, Politics, and Diversity 65 Many people harbor some form of prejudice. Recognize what areas you may be harboring prejudice and begin understanding why. Once you recognize what areas need improvement, begin taking action to decrease your prejudice. One way is to learn about the individual, group, or situation that is causing the prejudice. What does the Cory story found in the Diversity Basics section have to do with stereotypes and prejudice? 64 Module 2 Workplace Basics
- 7. Exercise 5-7 ok for Prejudice What areas of prejudice do you see on campus? What areas of prejudice do you see in your community? Labeling is when we describe an individual or group of individuals based upon past actions. We attach positive or negative labels to groups or individuals, and we frequently have the group or individuals live up or down to these standards. We then watch for supporting behaviors to see if these behaviors live up to or dispel the labels we have attached. For example, if we label a coworker as being the smartest person we know, that person may live up to this expectation by behaving as the smartest person (regardless of if he or she really is intelligent). However, he or she may dispel the label by purposely behaving opposite of a smart person. Assumptions sometimes are made at work based on people's language differences and accents. These assumptions may include economic status, intelligence, and social customs. In our melting pot society, it is common for individuals to speak a
- 8. different language (bilingual) when at home. At work, speaking a second language can be a means of attracting and meeting customer needs. Therefore, being bilingual can be a workplace asset. Do not make fun of people with different cultures or lifestyles or individuals with physical and mental disabilities. Even jokes that we believe are innocent may cause deep wounds. Moreover, they may not only be offensive but violate one's civil rights. Inappropriate comments can be construed as both workplace discrimination and harassment. For example, Cory is invited to lunch with some new coworkers. During the meal, one of the coworkers tells a joke against a blind person of a certain ethnicity. Cory politely chuckles at the punch line but is actually offended. Cory wonders how to best handle the situation. Should Cory tell the joke teller that the joke was offensive? Should Cory tell the department supervisor? Cory clearly believes that this type of behavior is inappropriate. Cory decides to informally tell the joke teller that the joke was offensive. If Cory continues to see inappropriate 64 Module 2 Workplace Basics or offensive behavior from this employee, Cory has decided to mention the behavior to the department supervisor and request diversity training for the department. Companies are attempting to better address workplace diversity through several actions. First, they are developing diversity statements. These statements remind employees that diversity in the workplace is an asset and not a form of prejudice and stereotyping. Secondly, companies are providing diversity training to teach employees how to eliminate workplace discrimination and harassment. This training applies to all employees, customers, and vendors. Thirdly, they are eliminating the glass ceiling and glass walls. These are invisible barriers that frequently make executive positions (glass ceiling) and certain work areas such as a golf course (glass wall) off
- 9. limits to females and minorities. A glass ceiling stops females and minorities from advancing up the corporate ladder through promotions. Glass walls are barriers that prevent females and minorities from certain situations. Finally, proactive companies offer formal mentoring programs to assist in identifying and training women and minorities for promotion opportunities. People should not receive special treatment because they are female or a minority, but they should be given an equal opportunity. The employer is responsible for hiring the most qualified candidate. Cultural Differences Our society is a mix of individuals from all over the world. For this reason, it is important to address cultural differences and its impact on the workplace. Cultural differences include, among other things, religious influences and the treatment of individuals based on age, gender, and family influences. There are many different religions in the world. Although most major U.S. holidays are based around Christian holidays, not everyone who works in the United States is a Christian. Individuals who do not share your religious values are afforded the same rights as you. As mentioned earlier in this chapter, the Civil Rights Act protects individuals from discrimination based on religion. Everyone is entitled to observe his or her respective religious holidays and traditions. Once again, we must be respectful of everyone's individual religious beliefs and not condemn someone for his or her religious difference. Although an individual's religious beliefs may permeate every element of his or her life, as with other issues of diversity, if religion negatively impacts performance, the issue must be addressed. Some countries have self-centered cultures, while other countries put what is best for society as a priority over personal needs. In some cultures, women and children are often not treated as equals to men. Although we may not agree with this treatment, we have to respect cultural differences. It is
- 10. important to understand these differences so you do not offend others. For example, some hand gestures that are commonly used in the United States may be offensive to someone who has come from another country. If you feel you may have offended someone based upon a cultural difference, find out what behavior offended the other person, apologize if necessary, and make sure you do not repeat the offensive behavior. Cultural differences have both a positive and negative impact on business. Learning about other cultures can provide insights into new markets and stimulate creativity. With so much diversity among employees and customers, knowing other cultures will result in improved relationships. Outcomes can be negative when companies do not properly train and address cultural differences; this is when opportunities for prejudice and discrimination may emerge. 66 Module 2 Workplace Basics 66 Module 2 Workplace Basics Technology st Work Texting, cell phone usage, messages, voice mail, e-mails, portable entertainment devices—it all gets so confusing! This section provides basic rules for the appropriate use of technology-based communications in the workplace. Mobile (Portable) Communication Devices Today's business environment relies on current technologies to improve communication. This is achieved through the use of mobile (portable) communication devices. Common devices include cell phones, personal digital assistants (PDAs), portable music/entertainment devices (e.g., iPODs), and wireless computers. While the use of these important business tools is acceptable in selected business situations, it is important that all employees be aware of the proper etiquette regarding the use of these devices. Mobile devices should not be seen or heard in public.
- 11. Therefore, turn off or silence your device when attending a meeting (business or nonbusiness related). If you are anticipating an important call/message, if possible, inform the leader of the meeting and explain that you are expecting an important call or message. When the call or message is received, quietly step out of the meeting to respond to the call/message. It is rude to use your communication device while dining or while attending meetings or performances. It is not polite to take calls in front of others. Doing so implies that the individuals you are with are not important. When taking a call, excuse yourself and step away for privacy. Finally, when interacting with others, it is inappropriate to use or display portable music/entertainment devices in the workplace unless the device provides quiet background music appropriate for a professional workplace. Text messaging etiquette is equally as important when using portable communication devices. Many students utilize text slang, text shorthand, acronyms, and codes. The use of these styles is not appropriate for formal and informal business communications. In the workplace, texting should only be used for brief, informal communications, utilizing proper spelling. Just as with other portable communication devices, it is not appropriate and is considered rude behavior to view and send text messages while with others (including discreetly during meetings). Phone Etiquette The phone is clearly one of the most common workplace communication tools. Phone etiquette, whether land line or wireless, is one topic that every individual must practice to create and maintain a professional image for his or her company. Because the individual(s) on the other end of the phone cannot see you, it is important for you to communicate properly through the words you choose, your tone of voice, the pitch of your voice, and your rate of speech. Convey a positive, friendly attitude when speaking on the
- 12. phone. Smiling when you speak creates a friendly tone. Speak clearly and slowly, and do not speak too softly or too loudly. Phone calls are for brief interactions. If you expect the discussion to be lengthy, ask the individual on the other end of the line if he or she has time to 82 Module 2 Workplace Basics 82 Module 2 Workplace Basics Chapter 6 Etiquette/Dress 83 talk or if he or she prefer you call at a more convenient time. When you are having a phone conversation, do not eat or tend to personal matters. Speakerphones are useful communication tools for specific situations and require proper etiquette. A speakerphone should only be used when you are on a conference call with other participants in the same room or when you require a handsfree device. Only use a speakerphone when you are in a private room where your call will not be distracting to others in your work area. When you use a speakerphone, ask individuals included in the call for permission to use the speakerphone. If all parties agree, alert those included in the call that others are in the room with you and make introductions. This ensures confidentiality and open communication between all parties. Those using a speakerphone should be aware that any small noise he or she makes may be heard and distracting to those on the other end of the line. When answering a phone call, answer by the second ring. Taking a call in the presence of others implies that the individual in your presence is not important. When with others let the call go into voice mail. If you are expecting an important call and are in the presence of others, inform those you are with that you are expecting a call and will need to take it when it arrives. When the call is received, politely excuse yourself. If you are in your office, politely ask your office guest to excuse you for one moment while you quickly take the call. If you take
- 13. a call and need to place the caller on hold, politely tell the individual on the phone that you are placing him or her on hold. If an individual is placed on hold for more than 1 minute, get back on the line and ask if you can return the call. Voice mail messages are a routine part of conducting business. A voice mail impression is equally as important as how you answer in person. Keep voice mail messages brief. State your name, purpose of the call and return number at the beginning of the message. Speak slowly and clearly. After you have left your message, repeat your name and return number a second time at the end of the call. When you receive voice mail messages, it is proper and important to promptly return all messages left for you. Routinely check and empty your voice mail box. On both portable and land-line phones, it is important that you keep your voice mail greeting professional. Cute voice mail greetings are not professional. Musical introductions or bad jokes do not form favorable impressions when employers or customers are attempting to contact you. E-Mail and Computer Usage In addition to all other workplace tools and equipment, your work computer is the property of the company. Therefore, only use it for company business. This includes Internet use and electronic messaging. When composing or responding to e-mails, emoticons (faces made and embedded in e-mail messages) are inappropriate. Include the business subject in the subject line to let the receiver know your message is not junk e-mail or a virus. The subject "hello" or "hi" is not appropriate. Check all outgoing messages for spelling and grammar. Do not send e-mail messages with large and colorful letters or all capital letters. This is interpreted as yelling and is considered rude. Carefully proofread and think about a message before you press reply to ensure that it cannot be interpreted improperly.
- 14. [ JB^ If you receive a work-related message that requires a reply, respond to the iliiy message. Ignoring a message is rude; it communicates to the sender that you do Do you agree with the not care- ^ou a^so run °f Deing excluded from future messages. Do not technology communication forward messages that do not involve work-related issues. Routinely clean and rules of etiquette? Why or empty your e-mail box. Additional information on business-related e-mail is why not? included in chapter 9. Other Etiquette Basics · Knock before entering an office. Do not enter an office until you are invited. If the individual you want to see is with someone else, politely wait your turn. If the matter is urgent, apologize for interrupting. · Put others first. When you are with colleagues and you are taking turns (in line, to order, etc.), allow your colleagues to go first. · Interruptions. In today's society, we have so many inputs trying to attract our attention. As a result, we often get anxious to share our point of view in a conversation and fail to allow others in the conversation to complete their sentence. Show others respect by not interrupting conversations. If you accidentally interrupt someone, immediately apologize and ask him or her to continue his or her statement. · Apologies. Everyone is human. Therefore, everyone makes mistakes. When you realize that you may have said or done something hurtful to someone, apologize immediately. Apologizing is not a sign of weakness; it is a sign of strength and maturity. Even if you are
- 15. not sure whether you have offended someone, apologize to avoid any potential misunderstandings. However, do not unnecessarily and continually apologize. Doing so not only gives you the appearance of being needy and insecure, more importantly you are not being assertive and possibly not standing up for your rights in an unoffending manner. · Profanity. This type of language does not belong in the workplace. Do not assume others are comfortable with profanity. Conversations should be professional and respectful. · Dominating a conversation. There is a key to carrying on a successful conversation. The key is listening. Listening means that you value the information the other individual is providing. Too frequently, individuals dominate a conversation with their own personal accounts. In general, this is not appropriate. This behavior becomes annoying to the listener when you turn the conversation to yourself. Next time you are in a conversation, listen to how many times you state the words me, I, and my. Try to minimize the use of these words in your conversation.