Ethics For Professionals

1. Ethics For Professionals Terry Sutton, Instructor ServiceMaster-Euless

2. WELCOME ServiceMaster - Euless

3. Learning Objectives Review of « Introduction to Ethics » The Ethical Shift: Causes and Results Natural Distinctions: Behavioral Styles Motivations Generations

4. Section One ServiceMaster Advanced Restorations 2015

5. Introduction to EthicsReview • 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 EthicsReview • Insurance as an Institution, Customer Attitude, Climate

7. Introduction to EthicsReview • Nature of Insurance • As a Corporation • Negative Attitudes

8. Introduction to EthicsReview • Insurance as an Institution, Customer Perception & Climate • Ethics Defined

9. How Would You Define Ethics?

10. Let’s Look At A Definition . . .

11. A Definition of Ethics Webster: “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 EthicsReview • Insurance as an Institution, Customer Perception & Climate • Ethics Defined • The Challenge: Ethical Standards-Customer Service

13. Your Challenge Help people in crisis in an ethical and professionalwaywithoutoffence

14. Customer Service

15. Customer Disservice

16. Introduction to EthicsReview • 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 EthicsReview • 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 Ethics Each Situation Dictated by a Moral/Ethical Framework…. Law Religion The Situation The 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 Making The Person (With an Ethical Framework) Society Conscience Science The Framework Dictates the Response, …….The Situation is Irrelevant

20. Situational Ethics Each Situation Dictates its own Response…. The Situation The Response What’s Best for Me Will I Get Caught Will Anyone See Everyone Does It I’m not as Bad as Others Too Risky to Take a Stand The Person (Without an Ethical Framework) • There are no Absolutes • Situations are Relative, • The Self is the Highest Level of Moral/Ethical Authority

21. Introduction to EthicsReview • 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 Behavior • Unresolved Conflicts (Active) • Bitterness • Anger • Guilt

25. Conditions That Effect Ethical Behavior • Unresolved Conflicts (Active) • Bitterness • Anger • Guilt • Unsettled Security (Passive) • Fearfulness • Anxiety • Instability

26. Section Two Working Ethically With Others Personalities, Motivations and Generations) ServiceMaster Advanced Restorations 2015

29. BEHAVIORAL STYLES J

30. BEHAVIORAL STYLES J

31. BEHAVIORAL STYLES Need For Recognition Talker Doer J

32. BEHAVIORAL STYLES Need For Recognition Talker Doer J Supporter Controller Need For Security

33. BEHAVIORAL STYLES Need For Recognition Talker Doer Process Oriented Results Oriented J Supporter Controller Need For Security

34. BEHAVIORAL STYLES Need For Recognition ACTIVE Talker Doer Process Oriented Results Oriented J Supporter Controller PASSIVE Need For Security

35. BEHAVIORAL STYLES Need For Recognition ACTIVE A GGRESSIVE S U B M I S S I V E Talker Doer Process Oriented Results Oriented J Supporter Controller PASSIVE Need For Security

36. BEHAVIORAL STYLES Need For Recognition S U B M I S S I V E ACTIVE A GGRESSIVE Talker Doer Process Oriented Results Oriented Unforgiveness Shame Guilt J Fearfulness Supporter Controller PASSIVE Need For Security

37. BEHAVIORAL STYLES Lessons • There 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 Promptings Lover

39. Motivational Promptings Lover Server Giver Organizer Teacher Encourager Arbiter

40. Generational Differences Terry Sutton ServiceMaster

41. Generational Differences

42. Generational Differences

43. Generational Differences

44. Generational Differences

45. Generational Differences

46. Generational Differences

48. Your Challenge Help people in crisis in an ethical and professionalwaywithoutoffence

49. Your Challenge To do so, you have to learn to apprecitateyourdifferences and deal withyour issues.

50. In Summary «  It is not whatyou know or accomplishthatmakes for properethics, Itswhatyou are and how you relate to others.