In Workplace

Shuva Bhowmick – SQA Dept

Work Ethics

• Ethics is a collection of values and behaviors

which people feel are moral.

• In other words, ―”ethics” is the name we give

to our values or good behavior.
• Positive work ethic is the collection of all the
values and actions that people feel are
appropriate in the work place.
 WORK ETHICS
PERFORMANCE STANDARDS

• STANDARDS To be successful in a career you must possess both strong occupational skills and good
work ethics.
• The following areas of work ethic traits and performance standards which need to maintain in every
workplace:
Benefits of Ethics in the workplace

Personal Benefits: Other Benefits:

Peace of mind Ensure policies are legal
Pride Improve society
Good reputation
Maintain a moral course in difficult times
Trust
Develop strong teamwork and productivity
 DO
• Treat Others with Respect
• Maintain Confidentiality
• Be Honest and Transparent
• Follow Company Policies and
Procedures
•
Take Responsibility
• Practice Integrity
DON’T
• Discriminate
• Engage in Harassment or Bullying
• Misuse Company Resources
• Participate in Unethical Activities
• Spread Gossip or Rumors
• Ignore Ethical Concerns

Following these DOs and DON'Ts can help create a positive and ethical workplace
culture where employees feel respected, valued, and motivated to perform their best.
 Time Attendance

• Attend 90% or more of the required office

time
• Notify Dept lead before planned absences or
tardiness
• Be prepared for work by completing
assignments and job
• Participate in activities by contributing to work
discussion, completing assignments, and being involved
in any activities.
• Begin and end work as expected
• Use work time appropriately
Character

• Display a high level of effort and commitment to performing

and completing work
• Be honest in all situations

• Demonstrate trustworthiness and responsible

behavior
• Displays loyalty, dependability, reliability, initiative, and self-
discipline
Loyalty

• In return for salary and benefits, the organization expects

loyality.
• With loyalty comes a sense of pride.
• All employees are goodwill ambassadors and salespeople for
their company.
• Employees must keep company
”secrets”.
• The more the company succeeds the more you will
succeed.
• If you can not feel faithfulness and allegiance to your
company, you should seek a job eleswhere.
Honesty

• Being honest is more than just not taking ―”things”

• In an 8 hour day --- how much time should be spent on task?
• Using the company telephone for personal calls, checking
email, or texting is actually stealing from the company!!!
Confidential Information

Do not give out confidential information you know through

employment with the 1000FiX to an unauthorized party.

Confidential information includes: 1000FiX files, personnel

actions, investigation files, HR activities, Compensation &
benefits, Internal rules & regulations.

Giving out confidential information obtained through your job

with 1000FiX, or using such information for your own personal
gain, would be unethical and unlawful.

10
Acceptance of Gifts

Accepting gifts, gratuities, or entertainment

from someone involved with a claim (or
agency business).
This is not allowed – You may not seek or
accept anything of value for your official
duties.
You are paid your state salary for
your job duties and responsibilities
without expecting anything in return.
Self-Discipline

• Self-discipline is a part of accepting responsibility

• Self-discipline requires the handling of emotions
• The hard part is making the best choice among the
alternatives
Team Work

• Encourage and facilitate

cooperation, pride, trust, and
group identity
• Foster commitment and
team spirit
• Facilitate cooperation
• Respects the rights of others
• Respects confidentiality
• Is a team worker
• Is cooperative
• Is assertive
• Displays a customer service
attitude
• Seeks opportunities for
continuous
Appearance

• Present a neat, clean appearance

• Practice personal hygiene
• Wear clothing suitable to the job, task and
environment
• Uses appropriate verbal and written etiquette
Appearance Checklist
Attitude

• Demonstrates a positive attitude

• Appears self-confident
• Display a willingness to cooperate and accept
constructive criticism
• Set realistic expectations
 h e c k
e r t oc
b
Re mem
Attitude
Behavior
Communication
Phases of Contact
Before

During
• Setting • Face-to- • Call wrap
schedule face with up

After
with customer
customer

22

22
 Create small
talk
Before

• Setting Keep a happy tone

schedule
with
customer

Jump to the main

reason
During

• Face-to-
face with Dress Body
customer Greet Listen
well language

Video
 Explain
After

• Call wrap up Refine

message

Understanding

25
A good conversation will create great reputation with
customer
Remember the 4 building blocks of communication

People  Who is the customer; young, old, male or female?

Message  What is the best topic you can talk about?
Context  Is it a good time? Is customer feels like talking?
Listening  What kind of listener you should be?
Situation

Customer is asking for a whole unit replacement to the onsite engineer

*onsite engineer cannot decide on this*

Bad example:
“I’m sorry, but you will need to call Tech
Support for this. I can’t help you.

Good example:
“I understand that this is not something that you want, but
Tech Support will be able to decide on the next action.
Productivity

• Follows directions and procedures

• Observe established policies on safety
• Notify proper authorities of circumstances or
situations presenting potential safety hazards
• Maintain equipment and supplies
• Keeps work area neat and clean
• Conserves materials
• Do not use or knowingly permit others to use tools
and equipment improperly
• Make up missed assignments in a timely
manner
• Stay on task and utilize time
constructively
Cooperation

• Convey a willingness to assist others

• Work to resolve conflicts and to identify solutions in which
all parties benefit
• Demonstrate concern for treating
people fairly and equitably
• Follow the chain of command in resolving conflicts
• Displays leadership skills
• Appropriately handles criticism,
conflicts, and complaints
• Demonstrates problem-solving capability
• Maintains appropriate relationships with supervisors and
peers
 Respect

• Treat instructors, staff and customers with respect, courtesy,

and tact

• Do not engage in harassment of any kind

• Deal appropriately with cultural/racial diversity

Other Employment

You may not engage in outside employment or activities that conflict with 1000FiX duties and
responsibilities.

The Outside Employment Policy requires each employee to notify, provide relevant
information, and receive approval from the proper authority before accepting employment with
another employer.

Dual State Employment requires an employee to inform the employing state agency before
accepting additional employment with another agency or institution.
 “Technician just left without
telling me what to do
next…”
“Engineer was rude “Technician told me it was
when talking over the common issue with this
phone…” laptop, is it true??”

“Engineer did not

answer my questions”

“Technician came just to “Technician just told; I

replace the part, did not can’t help you. Now I’m
explain anything…” left with a broken laptop…
Best practice of wrap up

• Explain what had been done and achieved

• Request customer to check on the system
• Ask if customer has any other issue/questions
If it is not in your favor…
Calm yourself

Demonstrate empathy
r
Remembe
What I know
What I don’t kno
w Offer alternatives
How I’ll find out