Terry Sutton Instructor ServiceMasterEuless WELCOME ServiceMaster Euless Learning Objectives Review of Introduction to Ethics The Ethical Shift Causes and Results Natural Distinctions ID: 1039936
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1. Ethics For ProfessionalsTerry Sutton, InstructorServiceMaster-Euless
2. WELCOMEServiceMaster - Euless
3. Learning ObjectivesReview of « Introduction to Ethics »The Ethical Shift: Causes and ResultsNatural Distinctions: Behavioral Styles Motivations Generations
4. ServiceMaster Advanced Restorations2015Section One
5. Introduction to Ethics Review Insurance as an Institution, Customer Perception & Climate Ethics Defined The Challenge: Ethical Standards-Customer Service Why are People Different? (Basis of Ethics) Behaving or Misbehaving in an Ethical Framework What Causes the Shift?
6. Introduction to Ethics Review Insurance as an Institution, Customer Attitude, Climate
7. Introduction to Ethics Review Nature of Insurance As a Corporation Negative Attitudes
8. Introduction to Ethics Review Insurance as an Institution, Customer Perception & Climate Ethics Defined
9. How Would You Define Ethics?
10. Let’s Look At ADefinition . . .
11. A Definition of EthicsWebster: “Ethics is the discipline dealing with what is good and bad and with moral duty and obligation. It is a set of moral principles or values, the principles of conduct governing an individual or a group.”
12. Introduction to Ethics Review Insurance as an Institution, Customer Perception & Climate Ethics Defined The Challenge: Ethical Standards-Customer Service
13. Your ChallengeHelp people in crisis in an ethical and professional way without offence
14. Customer Service
15. Customer Disservice
16. Introduction to Ethics Review Insurance as an Institution, Customer Perception & Climate Ethics Defined The Challenge: Ethical Standards-Customer Service Why are People Different? (Basis of Ethics)
17. The Basis of Ethics Law Religion Society Conscience Science Government Church Home Innate Knowledge
18. Introduction to Ethics Review Insurance as an Institution, Customer Perception & Climate Ethics Defined The Challenge: Ethical Standards-Customer Service Why are People Different? (Basis of Ethics) Behaving or Misbehaving in an Ethical Framework
19. Foundational EthicsEach Situation Dictated by a Moral/Ethical Framework….ReligionSocietyConscience The Person (With an EthicalFramework)The SituationThe Response-What is the “Right” Thing To Do -What is The “Legal” Thing to Do-What Honors God-Honesty and Truth over Self Preservation-Sacrifice-Honor-Moral and Ethical Decision MakingThe Framework Dictates the Response,…….The Situation is IrrelevantLawScience
20. Situational EthicsThe Person(Without an EthicalFramework) The SituationThe ResponseWhat’s Best for MeWill I Get CaughtWill Anyone SeeEveryone Does ItI’m not as Bad as OthersToo Risky to Take a StandEach Situation Dictates its own Response….There are no AbsolutesSituations are Relative, The Self is the Highest Level of Moral/Ethical Authority
21. Introduction to Ethics Review Insurance as an Institution, Customer Perception & Climate Ethics Defined The Challenge: Ethical Standards-Customer Service Why are People Different? (Basis of Ethics) Behaving or Misbehaving in an Ethical Framework What Causes the Shift?
22. Conditions That Effect Ethical BehaviorUnresolved Conflicts (Active)BitternessAngerGuilt
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25. Conditions That Effect Ethical BehaviorUnresolved Conflicts (Active)BitternessAngerGuilt Unsettled Security (Passive)FearfulnessAnxietyInstability
26. ServiceMaster Advanced Restorations 2015Section TwoWorking Ethically With OthersPersonalities, Motivations and Generations)
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29. JBEHAVIORAL STYLES
30. JBEHAVIORAL STYLES
31. TalkerDoerNeed For RecognitionJBEHAVIORAL STYLES
32. TalkerDoerSupporterControllerNeed For RecognitionNeed For SecurityJBEHAVIORAL STYLES
33. TalkerDoerSupporterControllerNeed For RecognitionNeed For SecurityResultsOrientedProcessOrientedJBEHAVIORAL STYLES
34. TalkerDoerSupporterControllerNeed For RecognitionNeed For SecurityResultsOrientedProcessOrientedACTIVEPASSIVEJBEHAVIORAL STYLES
35. TalkerDoerSupporterControllerNeed For RecognitionNeed For SecurityResultsOrientedProcessOrientedACTIVEPASSIVEJSUBMISSIVEAGGRESSIVEBEHAVIORAL STYLES
36. TalkerDoerSupporterControllerNeed For RecognitionNeed For SecurityResultsOrientedProcessOrientedACTIVEPASSIVEJSUBMISSIVEAGGRESSIVEBEHAVIORAL STYLESUnforgivenessGuiltShameFearfulness
37. BEHAVIORAL STYLES LessonsThere is always a reason why people act the way they do.Be honest about yourself instead of judging others.Practice tolerance: You have no idea what the other person has experienced in life!Learn how to resolve your issues (move to center).
38. Motivational PromptingsLover
39. Motivational PromptingsLoverServerGiverOrganizerTeacherEncouragerArbiter
40. Generational DifferencesLifestyleCharacteristicsVeterans1922-1945Baby Boomers1946-1964Generation X1965-1980Generation Y1981-2000CoreValuesFamilyEducationCommunicationMediaDealing withMoneyNew Technology Let Them . . .Terry SuttonServiceMaster
41. Generational DifferencesLifestyleCharacteristicsVeterans1922-1945Baby Boomers1946-1964Generation X1965-1980Generation Y1981-2000CoreValuesRespect AuthorityOptimismInvolvementSkepticismInformalityConfidenceSocialFamilyEducationCommunicationMediaDealing withMoneyNew Technology Let Them . . .
42. Generational DifferencesLifestyleCharacteristicsVeterans1922-1945Baby Boomers1946-1964Generation X1965-1980Generation Y1981-2000CoreValuesRespect AuthorityOptimismInvolvementSkepticismInformalityConfidenceSocialFamilyTraditionalFamiliesDisintegratingFamiliesLatch-KeyKidsMergedFamiliesEducationCommunicationMediaDealing withMoneyNew Technology Let Them . . .
43. Generational DifferencesLifestyleCharacteristicsVeterans1922-1945Baby Boomers1946-1964Generation X1965-1980Generation Y1981-2000CoreValuesRespect AuthorityOptimismInvolvementSkepticismInformalityConfidenceSocialFamilyTraditionalFamiliesDisintegratingFamiliesLatch-KeyKidsMergedFamiliesEducationA DreamA BirthrightA Way To Get ThereFun and ExpensiveCommunicationMediaDealing withMoneyNew Technology Let Them . . .
44. Generational DifferencesLifestyleCharacteristicsVeterans1922-1945Baby Boomers1946-1964Generation X1965-1980Generation Y1981-2000CoreValuesRespect AuthorityOptimismInvolvementSkepticismInformalityConfidenceSocialFamilyTraditionalFamiliesDisintegratingFamiliesLatch-KeyKidsMergedFamiliesEducationA DreamA BirthrightA Way To Get ThereFun and ExpensiveCommunicationMediaRotary PhonesOne-On-OneWritten NotesTouchtone PhonesRadiophones withLarge batteriesCell PhonesEmailInternetPicture PhonesTextingDealing withMoneyNew Technology Let Them . . .
45. Generational DifferencesLifestyleCharacteristicsVeterans1922-1945Baby Boomers1946-1964Generation X1965-1980Generation Y1981-2000CoreValuesRespect AuthorityOptimismInvolvementSkepticismInformalityConfidenceSocialFamilyTraditionalFamiliesDisintegratingFamiliesLatch-KeyKidsMergedFamiliesEducationA DreamA BirthrightA Way To Get ThereFun and ExpensiveCommunicationMediaRotary PhonesOne-On-OneWritten NotesTouchtone PhonesRadiophones withLarge batteriesCell PhonesEmailInternetPicture PhonesTextingDealing withMoneyPut it awayPay cashBuy Now, Pay LaterCautiousSave, save, saveEarn to SpendNew Technology Let Them . . .
46. Generational DifferencesLifestyleCharacteristicsVeterans1922-1945Baby Boomers1946-1964Generation X1965-1980Generation Y1981-2000CoreValuesRespect AuthorityOptimismInvolvementSkepticismInformalityConfidenceSocialFamilyTraditionalFamiliesDisintegratingFamiliesLatch-KeyKidsMergedFamiliesEducationA DreamA BirthrightA Way To Get ThereFun and ExpensiveCommunicationMediaRotary PhonesOne-On-OneWritten NotesTouchtone PhonesRadiophones withLarge batteriesCell PhonesEmailInternetPicture PhonesTextingDealing withMoneyPut it awayPay cashBuy Now, Pay LaterCautiousSave, save, saveEarn to SpendNew Technology Let Them . . .Vaporize CitiesHit Golf Ball on MoonMake loud calls at the storePromote their crappy band to online friends
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48. Your ChallengeHelp people in crisis in an ethical and professional way without offence
49. Your ChallengeTo do so, you have to learn to apprecitate your differences and deal with your issues.
50. In Summary« It is not what you know or accomplish that makes for proper ethics, Its what you are and how you relate to others.
51. Evaluation
52. Ethics For ProfessionalsTerry Sutton, InstructorThank You