Chapter 1 What Is Ethics Etiquette+ (Dzen)

PROFESSIONAL DEVELOPMENT AND APPLIED ETHICS
Course Description: This course prescribes the skills, knowledge and performance outcomes required to
develop the ability of students to become professionals in their filed by understanding the ideas of
improving one’s personality and ways on how they are going to be valued in the business industry by
means of presenting their ideas like company meetings, professional networking, interviews and through
proposals of services considering the proper collaboration to their associates and portraying professional
business ethics. It also teaches writing skills and emphasize in verbal communication and preparation of
plans that requires them to research career options and company potentially and stability to develop a
strong and effective career pathway
CHAPTER 1: WORK ETHICS AND ETIQUETTES
Introduction
Hospitality and tourism organizations are responding to this by creating collaborative relationships and
better partnerships with their consumers. In relation to these relationships there has been a lot of
discussion in the last few years regarding ethical practices by hospitality and tourism businesses. Largely
it has been supposed that those businesses that do what is ethical and moral to their employees and clients
generate long-term benefits (Wallace, 2008).
There is a growing concern for business ethics in the hospitality industry as hospitality professionals are
faced with ethical dilemmas in their daily operations. Complex and interesting ethical issues affect this
broad industry whose business ranges from restaurant operations to tourism-based businesses. By virtue
of its nature the hospitality industry places customers and employees in tempting situations as well as
attracting abuse. Opportunities to steal arise in several occasions mainly because of the widespread cash
transactions and the sector’s vulnerability to dishonesty. Some of the ethical challenges faced by
hospitality managers today aren’t new and have been taking place for a long time.
Tourism is currently one of the top industries driving the global economy, with virtually all countries
having an increase opportunity to play a part either as the source market or the tourist destination. The
tourism industry operates in a very complex environment, as a result of this there is a growing concern on
its negative social and environmental impacts. Tourism managers are faced with numerous ethical
dilemmas that arise in the daily operations of tourism businesses. By nature tourism industry products to a
large extent depends on cultural and environmental resources. The industry involves activities that are
continuously interacting with the natural systems (Costello & Hogan, 2002).
These are just examples of the ethical issues that arise in the every day operations of the tourism and
hospitality industry. Unethical practices not only ruin the name of the organizations but also have a huge
cost involved. Initiating and implementing ethical practices are very important especially in the current
competitive environment where companies cannot afford to ruin their public image. Numerous examples
of unethical behavior by managers and individual employees has given rise to questions about how
organization ethics efforts can be enhanced and address the underlying causes of unethical practices and
grow demand for socially responsible and ethical business practices.
1. What is ETHICS?
- At its simplest, ethics is a system of moral principles. They affect how people make decisions and lead
their lives.
- Ethics is concerned with what is good for individuals and society and is also described as moral
philosophy.
- The term is derived from the Greek word ethos which can mean custom, habit, character or disposition.
- moral principles that govern a person's behavior or the conducting of an activity.
- the branch of knowledge that deals with moral principles.
by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 1

- Ethics is concerned with other people's interests, with the interests of society, with God's interests, with
"ultimate goods".
Ethics covers the following dilemmas:

 how to live a good life
 our rights and responsibilities
 the language of right and wrong
 moral decisions - what is good and bad?
Our concepts of ethics have been derived from religions, philosophies and cultures. They infuse debates
on topics like abortion, human rights and professional conduct.
A. TYPES OF ETHICS
1. Personal Ethics – is any system that has been chosen in
some way as a moral guide in the particular life style.
As mentioned already, beliefs and values often motivate a
person by defining what they see as being important. In turn,
they influence a person’s attitudes, and how they behave.
standards by which a person judges behaviour as being ‘right’
or ‘wrong’.
- about individual choices, good and bad ways of living, and
articulating what may be considered guides to good living on a
personal level. That is, of course philosophers addressed good and bad values in terms of politics, culture,
religion, and so on, but they also took seriously individual struggles and values involving such ordinary
things as how to eat and how much to eat? How should you devote your time? When do you know you
have a good friendship or, backing up, what is friendship and its value? When is solitude good? Can
fasting be purifying?
Ethical expectations often take the form of principles such as:

 concern for the well-being of others
 respect for others
 trustworthiness and honesty
 compliance with the law
 preventing harm to others.
2. Social Ethics – that govern how members of a society are to deal with each other on issues such as
fairness, justice, poverty and the rights of the individual
- the rightness of an action is based on the custom and norms of a particular society or community(e.g. the
usual way things are done around here)
3. Religious Ethics – most religion have an thical component, often derived from purported supernatural
revelation or guidance.
- accnd to Simon Blackburn, “for many people, ethics is not only tied up with religion, but is completely
settled by it. Such people do not need to think too much about ethics, because there is an authoritative
code of instructions, a handbook of how to live’.
- Ethics, which is a major branch of philosophy, encompasses right conduct and good life. It is
significantly broader than the common conception of analyzing right and wrong. A central aspect of
ethics is "the good life", the life worth living or life that is simply satisfying, which is held by many
philosophers to be more important than traditional moral conduct.
-Some assert that religion is necessary to live ethically. Blackburn states that, there are those who "would
say that we can only flourish under the umbrella of a strong social order, cemented by common adherence
to a particular religious tradition”.

4. Business Ethics - Business ethics is the study of good and evil, right and wrong, and just and unjust
actions in business.
- Although all managers face difficult ethical conflicts, applying clear guidelines resolves the vast
majority of them. • Ethical traditions that apply to business support truth telling, honesty, protection of
life, respect for rights, fairness, and obedience to law.
- Eliminating unethical behavior may be difficult, but knowing the rightness or wrongness of actions is
usually easy.
5. Professional Ethics
- Rules imposed on an employee in a company, or as member of a profession. For instance, journalists,
doctors, lawyers, etc.
- Imposed when you are a part of a professional setting or when you are being trained or educated for
working for a specific profession.
- Examples: no gossiping, time management, punctuality, confidentiality, transparency.
- Not adhering to these may harm your professional reputation.
B. FOUR ETHICAL 'ISMS'
1. Moral realism
Moral realism is based on the idea that there are real objective moral facts or truths in the universe. Moral
statements provide factual information about those truths.
2. Subjectivism
Subjectivism teaches that moral judgments are nothing more than statements of a person's feelings or
attitudes, and that ethical statements do not contain factual truths about goodness or badness.
In more detail: subjectivists say that moral statements are statements about the feelings, attitudes and
emotions that that particular person or group has about a particular issue.
If a person says something is good or bad they are telling us about the positive or negative feelings that
they have about that something.
So if someone says 'murder is wrong' they are telling us that they disapprove of murder.
These statements are true if the person does hold the appropriate attitude or have the appropriate feelings.
They are false if the person doesn't.
3. Emotivism
Emotivism is the view that moral claims are no more than expressions of approval or disapproval.
This sounds like subjectivism, but in emotivism a moral statement doesn't provide information about the
speaker's feelings about the topic but expresses those feelings.
When an emotivist says "murder is wrong" it's like saying "down with murder" or "murder, yecch!" or
just saying "murder" while pulling a horrified face, or making a thumbs-down gesture at the same time as
saying "murder is wrong".
So when someone makes a moral judgement they show their feelings about something. Some theorists
also suggest that in expressing a feeling the person gives an instruction to others about how to act towards
the subject matter.
4. Prescriptivism
Prescriptivists think that ethical statements are instructions or recommendations.
So if I say something is good, I'm recommending you to do it, and if I say something is bad, I'm telling
you not to do it.
There is almost always a prescriptive element in any real-world ethical statement: any ethical statement
can be reworked (with a bit of effort) into a statement with an 'ought' in it. For example: "lying is wrong"
can be rewritten as "people ought not to tell lies".
Where does ethics come from?

Philosophers have several answers to this question:

 God and religion
 Human conscience and intuition
 a rational moral cost-benefit analysis of actions and their effects
 the example of good human beings
 a desire for the best for people in each unique situation
 political power
God-based ethics - supernaturalism
Supernaturalism makes ethics inseparable from religion. It teaches that the only source of moral rules is
God.
So, something is good because God says it is, and the way to lead a good life is to do what God wants.
Intuitionism
Intuitionists think that good and bad are real objective properties that can't be broken down into
component parts. Something is good because it's good; its goodness doesn't need justifying or proving.
Intuitionists think that goodness or badness can be detected by adults - they say that human beings have
an intuitive moral sense that enables them to detect real moral truths.
They think that basic moral truths of what is good and bad are self-evident to a person who directs their
mind towards moral issues.
So good things are the things that a sensible person realises are good if they spend some time pondering
the subject.
Don't get confused. For the intuitionist:
 moral truths are not discovered by rational argument
 moral truths are not discovered by having a hunch
 moral truths are not discovered by having a feeling
It's more a sort of moral 'aha' moment - a realisation of the truth.
Consequentialism
This is the ethical theory that most non-religious people think they use every day. It bases morality on the
consequences of human actions and not on the actions themselves.
Consequentialism teaches that people should do whatever produces the greatest amount of good
consequences.
One famous way of putting this is 'the greatest good for the greatest number of people'.
The most common forms of consequentialism are the various versions of utilitarianism, which favour
actions that produce the greatest amount of happiness.
Despite its obvious common-sense appeal, consequentialism turns out to be a complicated theory, and
doesn't provide a complete solution to all ethical problems.
Two problems with consequentialism are:
 it can lead to the conclusion that some quite dreadful acts are good
 predicting and evaluating the consequences of actions is often very difficult
Non-consequentialism or deontological ethics
Non-consequentialism is concerned with the actions themselves and not with the consequences. It's the
theory that people are using when they refer to "the principle of the thing".
It teaches that some acts are right or wrong in themselves, whatever the consequences, and people should
act accordingly.
Virtue ethics
Virtue ethics looks at virtue or moral character, rather than at ethical duties and rules, or the
consequences of actions - indeed some philosophers of this school deny that there can be such things as
universal ethical rules.

Virtue ethics is particularly concerned with the way individuals live their lives, and less concerned in
assessing particular actions.
It develops the idea of good actions by looking at the way virtuous people express their inner goodness in
the things that they do.
To put it very simply, virtue ethics teaches that an action is right if and only if it is an action that a
virtuous person would do in the same circumstances, and that a virtuous person is someone who has a
particularly good character.
Situation ethics
Situation ethics rejects prescriptive rules and argues that individual ethical decisions should be made
according to the unique situation.
Rather than following rules the decision maker should follow a desire to seek the best for the people
involved. There are no moral rules or rights - each case is unique and deserves a unique solution.
Ethics and ideology
Some philosophers teach that ethics is the codification of political ideology, and that the function of ethics
is to state, enforce and preserve particular political beliefs.
They usually go on to say that ethics is used by the dominant political elite as a tool to control everyone
else.
More cynical writers suggest that power elites enforce an ethical code on other people that helps them
control those people, but do not apply this code to their own behaviour.
Top
Are there universal moral rules?
One of the big questions in moral philosophy is whether or not there are unchanging moral rules that
apply in all cultures and at all times.
Moral absolutism
Some people think there are such universal rules that apply to everyone. This sort of thinking is called
moral absolutism.
Moral absolutism argues that there are some moral rules that are always true, that these rules can be
discovered and that these rules apply to everyone.
Immoral acts - acts that break these moral rules - are wrong in themselves, regardless of the circumstances
or the consequences of those acts.
Absolutism takes a universal view of humanity - there is one set of rules for everyone - which enables the
drafting of universal rules - such as the Declaration of Human Rights.
Religious views of ethics tend to be absolutist.
Why people disagree with moral absolutism:
 Many of us feel that the consequences of an act or the circumstances surrounding it are relevant
to whether that act is good or bad
 Absolutism doesn't fit with respect for diversity and tradition
Different cultures have had different attitudes to issues like war ©
Moral relativism
Moral relativists say that if you look at different cultures or different periods in history you'll find that
they have different moral rules.
Therefore it makes sense to say that "good" refers to the things that a particular group of people approve
of.
Moral relativists think that that's just fine, and dispute the idea that there are some objective and
discoverable 'super-rules' that all cultures ought to obey. They believe that relativism respects the
diversity of human societies and responds to the different circumstances surrounding human acts.
Why people disagree with moral relativism:
 Many of us feel that moral rules have more to them than the general agreement of a group of
people - that morality is more than a super-charged form of etiquette
 Many of us think we can be good without conforming to all the rules of society

 Moral relativism has a problem with arguing against the majority view: if most people in a
society agree with particular rules, that's the end of the matter. Many of the improvements in the
world have come about because people opposed the prevailing ethical view - moral relativists are
forced to regard such people as behaving "badly"
 Any choice of social grouping as the foundation of ethics is bound to be arbitrary
 Moral relativism doesn't provide any way to deal with moral differences between societies
Moral somewhere-in-between-ism
Most non-philosophers think that both of the above theories have some good points and think that
 there are a few absolute ethical rules
but a lot of ethical rules depend on the culture
C. BRANCHES OF ETHICS
into three areas: metaethics, normative ethics and applied ethics.
1. Meta-ethics
 deals with the nature of moral judgement. It looks at the origins and meaning of ethical principles.
 The term “meta” means after or beyond, and, consequently, the notion of metaethics involves a
removed, or bird’s eye view of the entire project of ethics. We may define metaethics as the study
of the origin and meaning of ethical concepts. When compared to normative ethics and applied
ethics, the field of metaethics is the least precisely defined area of moral philosophy. It covers
issues from moral semantics to moral epistemology.
 Two issues, though, are prominent:
 (1) metaphysical issues concerning whether morality exists independently of humans, and
(2) psychological issues concerning the underlying mental basis of our moral judgments and
conduct.
2.i. Egoism and Altruism
2.ii. Emotiona and Reason
2.iii.Male and Female Morality
2. Normative ethics
 is concerned with the content of moral judgements and the criteria for what is right or wrong.
 Normative ethics involves arriving at moral standards that regulate right and wrong conduct. In a
sense, it is a search for an ideal litmus test of proper behavior. The Golden Rule is a classic
example of a normative principle: We should do to others what we would want others to do to us.
Since I do not want my neighbor to steal my car, then it is wrong for me to steal her car. Since I
would want people to feed me if I was starving, then I should help feed starving people. Using
this same reasoning, I can theoretically determine whether any possible action is right or wrong.
So, based on the Golden Rule, it would also be wrong for me to lie to, harass, victimize, assault,
or kill others. The Golden Rule is an example of a normative theory that establishes a single
principle against which we judge all actions. Other normative theories focus on a set of
foundational principles, or a set of good character traits.
 The key assumption in normative ethics is that there is only one ultimate criterion of moral
conduct, whether it is a single rule or a set of principles.
Three strategies will be noted here:
(1) virtue theories,
(2) duty theories, and
(3) consequentialist theories.
3. Applied Ethics
 looks at controversial topics like war, animal rights and capital punishment
 Applied ethics is the branch of ethics which consists of the analysis of specific, controversial
moral issues such as abortion, animal rights, or euthanasia. In recent years applied ethical issues

have been subdivided into convenient groups such as medical ethics, business ethics,
environmental ethics, and sexual ethics. Generally speaking, two features are necessary for an
issue to be considered an “applied ethical issue.” First, the issue needs to be controversial in the
sense that there are significant groups of people both for and against the issue at hand. The issue
of drive-by shooting, for example, is not an applied ethical issue, since everyone agrees that this
practice is grossly immoral. By contrast, the issue of gun control would be an applied ethical
issue since there are significant groups of people both for and against gun control.
 The second requirement for an issue to be an applied ethical issue is that it must be a distinctly
moral issue. On any given day, the media presents us with an array of sensitive issues such as
affirmative action policies, gays in the military, involuntary commitment of the mentally impaired,
capitalistic versus socialistic business practices, public versus private health care systems, or
energy conservation. Although all of these issues are controversial and have an important impact
on society, they are not all moral issues. Some are only issues of social policy. The aim of social
policy is to help make a given society run efficiently by devising conventions, such as traffic laws,
tax laws, and zoning codes. Moral issues, by contrast, concern more universally obligatory
practices, such as our duty to avoid lying, and are not confined to individual societies. Frequently,
issues of social policy and morality overlap, as with murder which is both socially prohibited and
immoral. However, the two groups of issues are often distinct. For example, many people would
argue that sexual promiscuity is immoral, but may not feel that there should be social policies
regulating sexual conduct, or laws punishing us for promiscuity. Similarly, some social policies
forbid residents in certain neighborhoods from having yard sales. But, so long as the neighbors 
are not offended, there is nothing immoral in itself about a resident having a yard sale in one of
these neighborhoods. Thus, to qualify as an applied ethical issue, the issue must be more than one
of mere social policy: it must be morally relevant as well.
 In theory, resolving particular applied ethical issues should be easy. With the issue of abortion,
for example, we would simply determine its morality by consulting our normative principle of
choice, such as act-utilitarianism. If a given abortion produces greater benefit than disbenefit,
then, according to act-utilitarianism, it would be morally acceptable to have the abortion.
Unfortunately, there are perhaps hundreds of rival normative principles from which to choose,
many of which yield opposite conclusions. Thus, the stalemate in normative ethics between
conflicting theories prevents us from using a single decisive procedure for determining the
morality of a specific issue. The usual solution today to this stalemate is to consult several 
representative normative principles on a given issue and see where the weight of the evidence lies.
 a. Normative Principles in Applied Ethics
 Arriving at a short list of representative normative principles is itself a challenging task. The
principles selected must not be too narrowly focused, such as a version of act-egoism that might
focus only on an action’s short-term benefit. The principles must also be seen as having merit by
people on both sides of an applied ethical issue. For this reason, principles that appeal to duty to
God are not usually cited since this would have no impact on a nonbeliever engaged in the debate.
The following principles are the ones most commonly appealed to in applied ethical discussions: 
 Personal benefit: acknowledge the extent to which an action produces beneficial consequences for
the individual in question. 
 Social benefit: acknowledge the extent to which an action produces beneficial consequences for
society.
 Principle of benevolence: help those in need.
 Principle of paternalism: assist others in pursuing their best interests when they cannot do so
themselves.
 Principle of harm: do not harm others.
 Principle of honesty: do not deceive others.
 Principle of lawfulness: do not violate the law.
 Principle of autonomy: acknowledge a person’s freedom over his/her actions or physical body.

 Principle of justice: acknowledge a person’s right to due process, fair compensation for harm
done, and fair distribution of benefits.
 Rights: acknowledge a person’s rights to life, information, privacy, free expression, and safety.
 The above principles represent a spectrum of traditional normative principles and are derived
from both consequentialist and duty-based approaches. The first two principles, personal benefit
and social benefit, are consequentialist since they appeal to the consequences of an action as it
affects the individual or society. The remaining principles are duty-based. The principles of
benevolence, paternalism, harm, honesty, and lawfulness are based on duties we have toward
others. The principles of autonomy, justice, and the various rights are based on moral rights. 
 An example will help illustrate the function of these principles in an applied ethical discussion. In
1982, a couple from Bloomington, Indiana gave birth to a baby with severe mental and physical
disabilities. Among other complications, the infant, known as Baby Doe, had its stomach
disconnected from its throat and was thus unable to receive nourishment. Although this stomach
deformity was correctable through surgery, the couple did not want to raise a severely disabled
child and therefore chose to deny surgery, food, and water for the infant. Local courts supported
the parents’ decision, and six days later Baby Doe died. Should corrective surgery have been
performed for Baby Doe? Arguments in favor of corrective surgery derive from the infant’s right
to life and the principle of paternalism which stipulates that we should pursue the best interests of
others when they are incapable of doing so themselves. Arguments against corrective surgery
derive from the personal and social disbenefit which would result from such surgery. If Baby Doe
survived, its quality of life would have been poor and in any case it probably would have died at
an early age. Also, from the parent’s perspective, Baby Doe’s survival would have been a
significant emotional and financial burden. When examining both sides of the issue, the parents
and the courts concluded that the arguments against surgery were stronger than the arguments for
surgery. First, foregoing surgery appeared to be in the best interests of the infant, given the poor
quality of life it would endure. Second, the status of Baby Doe’s right to life was not clear given
the severity of the infant’s mental impairment. For, to possess moral rights, it takes more than
merely having a human body: certain cognitive functions must also be present. The issue here
involves what is often referred to as moral personhood, and is central to many applied ethical
discussions.
 b. Issues in Applied Ethics
 As noted, there are many controversial issues discussed by ethicists today, some of which will be
briefly mentioned here. 
 Biomedical ethics focuses on a range of issues which arise in clinical settings. Health care
workers are in an unusual position of continually dealing with life and death situations. It is not
surprising, then, that medical ethics issues are more extreme and diverse than other areas of
applied ethics. Prenatal issues arise about the morality of surrogate mothering, genetic
manipulation of fetuses, the status of unused frozen embryos, and abortion. Other issues arise
about patient rights and physician’s responsibilities, such as the confidentiality of the patient’s
records and the physician’s responsibility to tell the truth to dying patients. The AIDS crisis has
raised the specific issues of the mandatory screening of all patients for AIDS, and whether
physicians can refuse to treat AIDS patients. Additional issues concern medical experimentation
on humans, the morality of involuntary commitment, and the rights of the mentally disabled.
Finally, end of life issues arise about the morality of suicide, the justifiability of suicide
intervention, physician assisted suicide, and euthanasia. 
 The field of business ethics examines moral controversies relating to the social responsibilities of
capitalist business practices, the moral status of corporate entities, deceptive advertising, insider
trading, basic employee rights, job discrimination, affirmative action, drug testing, and whistle
blowing.
 Issues in environmental ethics often overlaps with business and medical issues. These include the
rights of animals, the morality of animal experimentation, preserving endangered species, 

pollution control, management of environmental resources, whether eco-systems are entitled to

direct moral consideration, and our obligation to future generations.
 Controversial issues of sexual morality include monogamy versus polygamy, sexual relations
without love, homosexual relations, and extramarital affairs.
 Finally, there are issues of social morality which examine capital punishment, nuclear war, gun
control, the recreational use of drugs, welfare rights, and racism. 
Work ethic
is a belief that hard work and diligence have a moral benefit and an inherent ability, virtue or
value to strengthen character and individual abilities. It is a set of values centered on importance of
work and manifested by determination or desire to work hard. Social ingrainment of this value is
considered to enhance character through hard work that is respective to an individual's field of work.
A good work ethic is the process of questioning, discovering and defending our values and
purpose. Proponents of a strong work ethic consider it to be vital for achieving goals, that it gives
strength to their orientation and the right mindset. A work ethic is a set of moral principles a person
uses in their job. People who possess a strong work ethic embody certain principles that guide their
work behaviour; to develop and process a strong work ethic will inevitably result in the production of
high-quality work which is consistent. The output motivates them to stay on track. A good work ethic
fuels an individual's needs and goals, it is related to the initiative by a person for the objectives. It is
considered as a source of self respect, satisfaction, and fulfilment
Factors of Work Ethics:

 Goal-oriented actions: It is not about making plans or the next logical steps; it's about getting
things done so that the work invested wouldn't be counter-productive.
 Prioritized focus: Focusing on qualitative activities that a person is responsible for and in areas
where they can make a difference or a high impact based on objectives.
 Being available and reliable: Spending time on the work and building oneself up for the task.
 Conscientiousness: A desire to do a task well, being vigilant and organized.
 Creating a rewarding routine/system: Engaging in tasks that provide strength and energy which
can be transferred to your ultimate goals, creating a habit and a habitat for success.
 Embracing positivism: Shape a problem with the statement "good, (action) (problem)", e.g. "I'm
tired and it is time for a workout" leads to "Good. Workout tired".
 A negative work ethic is a behavior of a single individual or a group that has led to a systematic
lack of productivity, reliability, accountability and a growing sphere of unprofessional/unhealthy
relationships (e.g., power politics, lack of social skills, etc.)
The Ten Work Ethic Traits:

appearance, attendance, attitude, character, communication, cooperation, organizational skills,
productivity, respect and teamwork are defined as essential for student success and are listed below.
The definition of each of these traits has been integrated into the program courses of each program
curriculum, thereby allowing each program to make work ethics a relevant and meaningful part of the
program curriculum.
1. Appearance: Displays proper dress, grooming, hygiene, and manners.
2. Attendance: Attends class, arrives and leaves on time, tells instructor in advance of planned
absences, and makes up assignment promptly.
3. Attitude: Shows a positive attitude, appears confident and has true hopes of self.
4. Character: Displays loyalty, honesty, dependability, reliability, initiative, and self-control.
5. Communication: Displays proper verbal and non-verbal skills and listens.
6. Cooperation: Displays leadership skills; properly handles criticism, conflicts, and stress;
maintains proper relationships with peers and follows chain of command.

7. Organizational Skill: Shows skills in management, prioritizing, and dealing with change.
8. Productivity: Follows safety practices, conserves resources, and follows instructions.
9. Respect: Deals properly with diversity, shows understanding and tolerance.
10. Teamwork: Respects rights of others, is a team worker, is helpful, is confident, displays a
customer service attitude, and seeks continuous learning.
Top 10 work values Employers look for
1. Strong Work Ethic

Employers value employees who understand and possess a willingness to work hard. In addition
to working hard it is also important to work smart. This means learning the most efficient way to
complete tasks and finding ways to save time while completing daily assignments. It’s also important to
care about your job and complete all projects while maintaining a positive attitude. Doing more than is
expected on the job is a good way to show management that you utilize good time management skills and
don’t waste valuable company time attending to personal issues not related to the job. Downsizing in
today’s job market is quite common so it’s important to recognize the personal values and attributes
employers want to improve your chances of job security should a layoff occur.
2. Dependability and Responsibility

Employers value employees who come to work on time, are there when they are supposed to be,
and are responsible for their actions and behavior. It’s important to keep supervisors abreast of changes in
your schedule or if you are going to be late for any reason. This also means keeping your supervisor
informed on where you are on all projects you have been assigned. Being dependable and responsible as
an employee shows your employer that you value your job and that you are responsible in keeping up
with projects and keeping them informed of the things that they should know about.
3. Possessing a Positive Attitude.

Employers seek employees who take the initiative and have the motivation to get the job done in
a reasonable period of time. A positive attitude gets the work done and motivates others to do the same
without dwelling on the challenges that inevitably come up in any job. It is the enthusiastic employee who
creates an environment of good will and who provides a postive role model for others. A positive attitude
is something that is most valued by supervisors and co-workers and that also makes the job more pleasant
and fun to go to each day.
4. Adaptability
Employers seek employees who are adaptable and maintain flexibility in completing tasks in an
ever changing workplace. Being open to change and improvements provides an opportunity to complete
work assignments in a more efficient manner while offering additional benefits to the corporation, the
customer, and even the employee. While oftentimes employees complain that changes in the workplace
don’t make sense or makes their work harder, oftentimes these complaints are due to a lack of flexibility.
Adaptability also means adapting to the personality and work habits of co-workers and
supervisors. Each person possesses their own set or strengths and adapting personal behaviors to
accommodate others is part of what it takes to work effectively as a team. By viewing change as an
opportunity to complete work assignments in a more efficient manner, adapting to change can be a
positive experience. New strategies, ideas, priorities, and work habits can foster a belief among workers
that management and staff are both committed to making the workplace a better place to work.
5. Honesty and Integrity

Employers value employees who maintain a sense of honesty and integrity above all else. Good
relationships are built on trust. When working for an employer they want to know that they can trust what

you say and what you do. Successful businesses work to gain the trust of customers and maintain the
attitude that “the customer is always right”. It is the responsibility of each person to use their own
individual sense of moral and ethical behavior when working with and serving others within the scope of
their job.
6. Self – Motivated
Employers look for employees who require little supervision and direction to get the work done
in a timely and professional manner. Supervisors who hire self-motivated employees do themselves an
immense favor. For self-motivated employees require very little direction from their supervisors. Once a
self-motivated employee understands his/her responsibility on the job, they will do it without any
prodding from others. Employers can do their part by offering a safe, supportive, work environment that
offers employees an opportunity to learn and grow. Working in a supportive work environment and taking
the initiative to be self-directive will provide employees with a better sense of accomplishment and
increased self-esteem.
7. Motivated to Grow & Learn

In an ever-changing workplace, employers seek employees who are interested in keeping up with
new developments and knowledge in the field. It has been noted that one of the top reasons employees
leave their employers is the lack of opportunity for career development within the organization. Learning
new skills, techniques, methods, and/or theories through professional development helps keep the
organization at the top of its field and makes the employee’s job more interesting and exciting. Keeping
up with current changes in the field is vital for success and increased job security.
8. Strong Self – Confidence

Self-confidence has been recognized as the key ingredient between someone who is successful
and someone who is not. A self – confident person is someone who inspires others. A self-confident
person is not afraid to ask questions on topics where they feel they need more knowledge. They feel little
need to have to impress others with what they know since they feel comfortable with themselves and
don’t feel they need to know everything.
The self-confident person does what he/she feels is right and is willing to take risks. Self-
confident people can also admit their mistakes. They recognize their strengths as well as their weaknesses
and are willing to work on the latter. Self-confident people have faith in themselves and their abilities
which is manifested in their positive attitude and outlook on life.
9. Professionalism
Employers value employees who exhibit professional behavior at all times. Professional behavior
includes learning every aspect of a job and doing it to the best of one’s ability. Professionals look, speak,
and dress accordingly to maintain an image of someone who takes pride in their behavior and appearance.
Professionals complete projects as soon as possible and avoid letting uncompleted projects pile up.
Professionals complete high quality work and are detail oriented. Professional behavior includes all of the
behavior above in addition to providing a positive role model for others. Professionals are enthusiastic
about their work and optimistic about the organization and its future. To become a professional you must
feel like a professional and following these tips is a great start to getting to where you want to go.
10. Loyalty
Employers value employees they can trust and who exhibit their loyalty to the company. Loyalty
in the workforce has taken on a new meaning. Gone are the days when employees plan on starting out and
retiring with the same company. It is said that most people will hold between 8 – 12 jobs throughout their
career. What does this mean in terms of loyalty in today’s workforce?

Companies offering employee growth and opportunity will ultimately gain a sense of loyalty
from their employees. Employees today want to feel a sense of satisfaction in their jobs and will do a
good job when they feel that the employer is fair and wants to see them succeed. Although this may mean
only staying for five or ten years in a position, employees can offer loyalty and make an important
contribution during their time with the company.
More companies today encourage employee feedback and offer employees an opportunity to lead in their
area of expertise. This gives employees a greater sense of satisfaction and a sense of control over their job.
Empowerment encourages employees to do their best work since companies are displaying a trust and
expectation that they believe in their employees to do a good job.
Offering jobs that encourage learning and the development of new skills also gives employees a sense of
empowerment in the workplace. Aligning an employees values with the goals of the organization will
foster loyalty and a bond between employer and employee. Fostering good relationships within an
organization and offering constructive ways to handle conflict provides a win – win situation for both
employer and employee. Creating an organization that values loyalty within the organization can also
work to its benefit by using the same techniques and strategies to establish loyalty with customers; and
loyalty from customers ultimately makes for a successful business.
2. What is ETIQUETTE?
is the set of conventional rules of personal behaviour in polite society, usually in the form of an ethical
code that delineates the expected and accepted social behaviors that accord with the conventions and
norms observed by a society, a social class, or a social group. In modern English usage,
- French word étiquette (ticket) dates from the year 1750.
- in simpler words is defined as good behaviour which distinguishes human beings from animals.
- Human Being is a social animal and it is really important for him to behave in an appropriate way
- Etiquette refers to behaving in a socially responsible way.
- Etiquette refers to guidelines which control the way a responsible individual should behave in the
society.
A. NEED FOR ETIQUETTE

 Etiquette makes you a cultured individual who leaves his mark wherever he goes.
 Etiquette teaches you the way to talk, walk and most importantly behave in the society.
 Etiquette is essential for an everlasting first impression. The way you interact with your superiors,
parents, fellow workers, friends speak a lot about your personality and upbringing.
 Etiquette enables the individuals to earn respect and appreciation in the society. No one would
feel like talking to a person who does not know how to speak or behave in the society. Etiquette
inculcates a feeling of trust and loyalty in the individuals. One becomes more responsible and
mature. Etiquette helps individuals to value relationships.

B. TYPES OF ETIQUETTE
1. Social Etiquette- Social etiquette is important for an individual as it teaches him how to behave
in the society.
Social rules:
 Easy to have good manners – These basic rules of proper etiquette are mostly common sense with
a healthy dose of the Golden Rule thrown in for good measure.
 Be on time – No one likes to wait for others who are chronically late. However, there are times
when being late is out of your control.

 Personal space – When you see someone squirming as you step closer back off a bit. Every
culture has different comfort levels of personal space, so before you travel, find out how close
you can get to people without being rude.
 Men’s manners – This one is simple: All you have to do is be a gentleman. Rudeness is never
manly.
 Women’s manners – You can be a lady and still show strength. Times have changed, and some
rules have become outdated, but it's always appropriate to be mannerly.
 Teens’ manners – Show everyone how grown up you are by demonstrating good manners.
Chances are, if you exhibit proper etiquette, you'll earn respect and maybe even more privileges.
 Children’s manners – Be the kid everyone wants to play with. Even grownups will want to be
around you if you're polite.
 Host and Hostess Gift - Never show up empty-handed when you're a guest in someone's home.
 Dealing with a Flaky Friend - It's difficult to deal with someone who is always late, forgets to
show up, or can't be relied on.
Communication
Regardless of who you are, you’ll have the need to communicate throughout life. Being a good
communicator can do a variety of things for you, including sharing important information,
winning people to your side, and raising your children.
Learning to communicate:
 Conversation – Learn how to hold a decent conversation, with back-and-forth dialogue. Never
monopolize a discussion, or you may find yourself stuck in a corner trying to figure out why
others are walking a wide berth around you.
 Gossip – Never gossip. Not only is it bad form, if word ever got back to the person you were
talking about, you can pretty much be assured you’ll be the subject of the next gossip session.
 People’s names – Everyone has one, and most people appreciate your effort to learn their names
if you spend more than a minute or two talking with them. This applies to social and business
contacts.
 Cell phones – In a nutshell, use your cell phone sparingly in public. No one else wants to listen in
on a private conversation or wait while you text someone the latest Internet joke. And whatever
you do, ignore your phone while you're checking out at the cash register. Texting or chatting on
the phone is rude to the cashier and the people behind you.
 Email – Think before you hit “send.” Most electronic mail can never be taken back.
 Social media – Facebook, Twitter, and other social media are part of most people’s lives.
Remember that not only can your friends see what you post, others can repost, copy, share, or
retweet anything you put out there.
 Rude questions – We have all gotten them. There are ways to deal with them and not come across
as snarky. If you're not sure how to answer a rude question, don't say anything. Just smile and
change the subject.
 How to Graciously Change the Subject - There are times certain things shouldn't be discussed,
and it's up to you to shift the conversation.
Dining
If you share a meal with anyone, learn proper table manners. No one wants to sit across the table
from a slob who talks with his mouth open or snorts milk through his nose.
Learn proper table manners:
 Basic table manners – Follow the basics that apply to almost every dining situation. If having
your elbows on the table makes it rock, take them off the table. Put your napkin in your lap, use
the flatware starting with the one farthest from the plate, and don't talk with your mouth full.
 Restaurant manners – Learn all about how to conduct yourself when dining out. Arrive before
your scheduled reservation, be polite to your server, keep your voice at a conversational level,
and be a generous tipper.

 Formal dinner party – Know how to act at a formal dinner party, including which utensils to use
for each course. If you're ever in doubt about which fork goes with each course, look to the host
or hostess and follow them.
Business
Business is a funny animal. On the one hand, the bottom line is considered the most important
factor. However, if you get down to the nitty gritty, most people look at business etiquette and
manners as essential to even get to the bottom line. There is a social element to most offices, so
observe protocol and remember that your behavior will affect your future.
How to have good manners in business:
 Business relationships – Knowing how to form and maintain business relationships can provide
job security and a healthy bottom line. It's a good idea to limit personal conversations at the office
on a need-to-know basis. Be a good team player, don't make annoying sounds that might distract
others, and offer to assist coworkers if they need help.
 Proper attire – Know how to dress in any situation. If your office has "casual Fridays," don't dress
like you're going to the beach. It's still a work environment and should be treated with respect.
 Getting ahead – Learn what is expected in order to get ahead in your business. Show up on time,
do a good job, and maintain a positive attitude.
 Office cubicles – Cubicle-dwelling can be trying during the best of times. Knowing how to work
closely with others is essential for anyone in an office. Be polite and respectful to those who work
around you. Keep noise, smells, and any other distractions to a minimum.
 Shaking hands – A decent handshake can give someone a good first impression, and we all know
that you only have one shot at that.
 Business gifts – It’s always fun to give someone a gift to celebrate a special occasion, a
promotion, or a job well done. Make sure your gift is appropriate to the setting and occasion. You
would never want to embarrass someone with a personal or inappropriate gift.
 Acknowledge others – When someone comes up with a brilliant idea or does something others
need to know about, be the first to congratulate him or her. Do this in meetings or in front of the
boss to show that you are a team player. Never take credit for someone else's work.
Out and About
Once you’re outside your house, there are lists of rules to match everywhere you go. Learn what
they are, or you may come across as boorish and crass. You don’t want to be “that person” who
never bothers to learn proper etiquette.
Etiquette outside your home:
 Commuting – Know the proper rules of etiquette on buses, trains, and other forms of public
transportation. Keep your hands to yourself, don't stare at others, and offer a seat to anyone who
needs one.
 10 Things Not to Do in a Coffee Shop - Coffee shops are one of the most popular places to hang
out, so make it a pleasant experience for everyone.
 In the air – Before heading to the airport, learn what is expected of air travelers. Remember that
you are still in a public space, so don't treat your airplane seat as though it's a recliner in your
living room.
 Weddings – Show good manners while you help celebrate a couple’s union.
 Funerals – Don’t make a sad situation worse with bad manners. Learn what is expected before,
during, and after a funeral.
2. Bathroom Etiquette- Bathroom etiquette refers to the set of rules which an individual needs to
follow while using public restrooms or office toilets. Make sure you leave the restroom clean and
tidy for the other person.

Office Toilet Etiquette refers to set of rules an individual needs to follow while using the office restroom. It is
essential to keep toilets clean and hygienic to avoid transmission of germs and infections. A dirty and unhygienic
toilet is the breeding ground of several diseases.
Let us go through some office toilet etiquette necessary for an individual to follow:
 Never leave the restroom dirty. Smelly toilets are big turn offs.
 Lock the door carefully when you are inside.
 If someone is inside, don’t peep under the doors or knock endlessly. Wait for the other person to come
out.
 Female employees should avoid carrying their handbags inside the washroom. Do not carry expensive
items to the restroom.
 Make sure you do not wet the toilet seat. Do not throw water on the floor as someone might slip and get
hurt.
 Females should always sit on the toilet seat while peeing. Male employees should always stand a little close
to the toilet seat to avoid dripping.
 Never forget to use flush once you are done. Check the toilet seat for unwanted stains or substance. Do
not hesitate to call the toilet attendant if the flush is not working.
 Make it a point to wash your hand with an antiseptic soap or sanitizer every time you use the restroom. Use
a tissue paper to wipe off hands.
 Do not spit on walls. It is absolutely childish to write names or make designs on toilet walls.
 Don’t take much time inside the restroom. One should avoid taking hand phones inside the washroom.
 Make sure you do not throw anything in the commode. Tissue paper must be thrown inside the dustbin and
not anywhere else. Sanitary napkins must be wrapped in polybags and disposed in dustbins.
 Do not leave the restroom with taps on. It is important to conserve water.
 One should not smoke inside the office toilet. It leads to suffocation.
 Make sure you turn on the exhaust fan once you are inside the toilet. Do not forget to switch off the lights
and exhaust fan when you leave the restroom.
 Do not throw unwanted hair or soap wrappers in the washbasin. Keep the soap inside the soap case.
 Ask the attendant to clean the toilet whenever it is dirty.
3. Corporate Etiquette- Corporate Etiquette refers to how an individual should behave while he is
at work. Each one needs to maintain the decorum of the organization. Don’t loiter around
unnecessary or peep into other’s cubicles.
Let us go through some Do’s and Don’ts at workplace:
 Never adopt a casual attitude at work. Your office pays you for your hard work and not
for loitering around.
 Don’t peep into other’s cubicles and workstations. Knock before entering anyone’s
cabin. Respect each other’s privacy.
 Put your hand phone in the silent or vibrating mode at the workplace. Loud ring tones
are totally unprofessional and also disturb other people.
 Don’t open anyone else’s notepads registers or files without his permission.
 It is bad manners to sneeze or cough in public without covering your mouth. Use a
handkerchief or tissue for the same.
 Popping chewing gums in front of co workers is simply not expected out of a professional.
 Stay away from nasty politics at the workplace. Avoid playing blame games.
 Keep your workstation clean and tidy. Throw unwanted paper in dustbin and keep files
in their respective drawers. Put a label on top of each file to avoid unnecessary searching.
 Never criticize or make fun of any of your colleagues. Remember fighting leads to no
solution. There are several other ways to express displeasure. Sit with your colleagues,
discuss issues face to face and decide on something which is mutually acceptable.

 Take care of your pitch and tone at the workplace. Never shout on anyone or use foul
words. It is unprofessional to lash out at others under pressure. Stay calm and think
rationally.
 Never attend meetings or seminars without a notepad and pen. It is little tough to
remember each and everything discussed in the meeting. Jot down the important points for
future reference. Wait for your turn to speak.
 Pass on information to all related recipients in the desired form. Communicate through
written modes of communication preferably through emails. Keep your reporting boss in
the loop. Make sure your email signatures are correct.
 Reach office on time. One must adhere to the guidelines and policies of the organization.
Discipline must be maintained at the workplace.
 No organization likes to have a shabbily dressed employee. Shave daily and do not use
strong perfumes.
 Never wear revealing clothes to work. Body piercing and tattoo are a strict no no at the
workplace. Females should avoid wearing heavy jewellery to work.
 Don’t pass lewd comments to any of your fellow workers.
 While having lunch together, do not start till the others have received their food. Make
sure your spoon and fork do not make a clattering sound. Eat slowly to avoid burping in
public.
 Respect your fellow workers and help them whenever required.
 It is unethical to share confidential data with external parties and any other individual who
is not related to the organization. Data in any form must not be passed to anyone outside
the organization.
 Office Stationery is meant to be used only at work. Taking any office property back home
is equivalent to stealing.
 Make sure you turn off the monitor while you go out for lunch or tea breaks. Switch
off the fans, lights, printer, fax machine, scanner before you leave for the day.
 Don’t bring your personal work to office. Avoid taking kids to office unless and until there
is an emergency.
 Park you car at the space allocated to you. Don’t park your vehicle at the entrance as it
might obstruct someone’s way.
 Never ever drink while you are at work. Smoke only at the smoking zones.
 Do not leave the restroom with taps on.
 Female Employees should stick to minimal make up.
Interview etiquette refers to codes of conduct an individual must follow while appearing for
interviews.
Let us go through some interview etiquette:
 While appearing for telephonic interviews, make sure you have your resume in front of
you. Move to a quiet place and keep a pen and paper handy to jot down address or other
necessary details.
 An individual must be present at the interview venue before time. Start from your home a
little early and allow a margin for traffic congestions, car problems, route diversions and other
unavoidable circumstances. Check the route well in advance to avoid last minute confusions.
 If you do not have own conveyance, book a cab or ask your friend or family member to drop you
right outside the venue. Avoid going by public transport that day.
 Be very particular about your appearance. Follow the professional dress code for an
everlasting first impression. Wear something which looks good on you. Coordinate a light colour
shirt with a dark colour well fitted trouser. Make sure your shoes are polished and do not make
noise. Hair should be neatly combed and do apply a mild perfume. It is essential to smell good.

 Enter the interviewer’s cabin with confidence. Greet him with a warm smile. A firm handshake
says that an individual is confident, aggressive and willing to take challenges. Do not offer to
shake hands if the interviewer is a female. Do not sit unless you have been told to so.
 Make an eye contact with the interviewer. Avoid looking here and there.
 Be honest with the interviewer. Remember a single lie leads to several other lies. Avoid fake
stories. It might land you in trouble later.
 Take care of your pitch and tone. Be polite but firm.
 Stay calm. Avoid being nervous during interviews. Remember no one will hang you till death if
you do not clear the interview. There is always a second chance.
 One must sit straight for the desired impact. Avoid fiddling with pen and paper. It is important to
have the right attitude as it helps you stand apart from the crowd.
 Keep your cell phone in the silent mode while attending interviews. Cell phone ringing during
interviews is an offence.
 Chewing gum during interview is childish.
 Do not fold your resume; instead keep it in a proper folder. Carry all other relevant documents
which you might need during interview. Keep a passport size photograph handy.
 Slangs and one-liners must not be used in interviews.
 Avoid cracking jokes with the interviewer.
 Once you are done with the interview, do not forget to thank the interviewer.
4. Wedding Etiquette- Wedding is a special event in every one’s life. Individuals should ensure
they behave sensibly at weddings. Never be late to weddings or drink uncontrollably.
5. Meeting Etiquette- Meeting Etiquette refers to styles one need to adopt when he is attending any
meeting, seminar, presentation and so on. Listen to what the other person has to say. Never enter
meeting room without a notepad and pen. It is important to jot down important points for future
reference.
tiquette refers to good manners required by an individual to find a place in the society. It is important for
an individual to behave appropriately in public to earn respect and appreciation.
One must learn to maintain the decorum of the work place. It is important to respect one’s organization to
expect the same in return. No one would ever take you seriously if do not behave well at the workplace.
Meetings are an important part of corporates where employees sit together on a common platform,
exchange their views and opinions and reach to a solution benefitting the organization and mutually
acceptable to all.
Meeting Etiquette refers to codes of behavior an individual ought to follow while attending
meetings and discussions at the workplace.
Let us go through some meeting etiquette in detail:
 Try to find out what the meeting is all about. Understand the importance of the meeting. Never
go blank. Employees should do all the ground work before attending meetings to ensure
maximum participation from their end. Prepare notes in advance.
 Never attend meetings without a notepad and pen. It is practically not possible for an
individual to remember each and every thing discussed at the time of meeting. A notepad helps in
jotting down the important points for future reference.
 Always keep your cell phone on the silent or vibrator mode. Cell phones ringing in the middle
of meetings and seminars are considered rude and unprofessional. This might insult others sitting
in the same room as well as break the pace of the meeting.
 Do not attend phone calls during meetings unless it is an emergency. It is bad manners to do
the same.
 Superiors must create an agenda before every meeting. The agenda must be circulated among
all employees for them to prepare in advance. Meetings should not be conducted just for the sake

of it. It is important to have well defined plans. Make a list of issues to be discussed at the time of
meeting. Make sure you do not deviate from the key points. Keep the meetings short.
 Never be late for meetings. Going late for a meeting is something which is not expected out of a
professional.
 Chewing gum during meetings is childish and must be avoided.
 Be a good listener. Listen to what others have to say. Wait for your turn to speak.
 Sit wherever you find a place. Do not run here and there.
 Do not enter the meeting room once the meeting has already begun It disturbs others.
 Avoid taking your cups of coffee or tea to meeting rooms unless and until advised by superiors.
 Fiddling with pen or notepad is one of the major distractions in meetings. One must
concentrate and stay alert. Be an attentive listener. Do not yawn even if you find the meeting
boring.
 The one chairing the meeting must speak loud and clear. It is essential to take care of the pitch
and tone.
 Meetings ought to be interactive and allow employees to come up with their suggestions and
valuable feedback. A question answer round must be kept at the end for employees to clear their
doubts.
 Once the meeting is over, minutes of the meeting must be prepared and circulated across all
departments for them to take necessary action
 Use Whiteboards, projectors, graphs, pointers, slides for better clarity.
 Do not convert the meeting room into a battle ground. Speak politely and do respect your
colleagues.
 Never attend meetings in casuals. Follow a professional dress code.
Etiquette refers to good manners essential for individuals to earn respect and appreciation in the society.
An individual who lacks etiquette is never taken seriously by fellow workers at work.
Employer Etiquette
Employer Etiquette refers to codes of conduct necessary for an employer to follow in order to set an
example for employees. Employers must behave in an appropriate way for the employees to respect them
and look up to them.
Let us go through some employer etiquette:
 Respect your employees. Never misbehave with them.
 Avoid being partial towards anyone. Treat all your employees as one irrespective of their level
in the hierarchy, educational qualification, caste, race or family background. Do not give special
treatment to an employee just because he is your family friend. Personal relationships must not be
mixed with professional commitments.
 Do not ask for special favours from any of your employees. Do not ask any of your staff
members to book your movie tickets or drop your son to school.
 Help your employees whenever required. Employees must be able to fall back on their
employer at the times of crisis.
 Never encourage nasty politics at the workplace. Take strict action against employees indulged
in unproductive tasks.
 Motivate your employees. Appreciate those who perform exceptionally well. Give them a pat on
their backs for their good work. Encourage them to work in teams to extract the best out of each
of them.
 Give the employees their due credit. Reward them with incentives and certificates. Get their
names displayed on notice boards. Appreciate them whenever they perform well.
 It is essential to be transparent with the employees. Never hide anything from them.
 Be realistic. Give them proper feedback and show them the real picture.
 Treat the employees well for them to feel indispensable for the organization.
 Salaries must be credited to their salary account on time.

 Employers must lend a sympathetic ear to the employees’ grievances. Try your level best to
resolve them immediately. Any problem left unattended in the beginning can become a major
concern later on.
 Promote necessary training programs to upgrade the existing skills of the employees.
 Make yourself available to your employees. An employer’s role is not only to sit in closed
cabins but to interact with his employees and find out what they are upto.
 Monitor their performances but do not interfere in their work. Give them deadlines and let them
work in their own way. Do not be after their life to get the work done.
 Be friendly with your employees. The Hitler approach does not work now a days. Have your
lunch with them once in a week and try to enquire about their family, married life, children and so
on. Such informal interactions bring employees closer to their employers.
 An employer does enjoy some liberty but one should try his level best to adhere to the company’s
guidelines and policies. Try to reach work on time. Be an idol for your employees.
 Never indulge in loose talks at workplace. Respect your female employees and don’t ask them to
stay at the office till late hours.
 If any of your employees has confided in you, keep it to yourself only. Do not share it with others.
 Remember respect is always earned and never demanded. Speak politely and dress smartly. Set
trends for others to follow.
6. Telephone Etiquette- It is essential to learn how one should interact with the other person over
the phone. Telephone etiquette refers to the way an individual should speak on the phone. Never
put the other person on long holds. Make sure you greet the other person. Take care of your pitch
and tone.
Telephone is an important device with the help of which people separated by distance can easily interact
and exchange their ideas. Got a brilliant idea and want to convey it to your friend staying out of the
country, use the telephone. Telephone is one of the easiest and cheapest modes of communication.
Telephone etiquettes - An individual needs to follow a set of rules and regulations while interacting
with the other person over the phone. These are often called as telephone etiquettes. It is important to
follow the basic telephone etiquettes as our voice plays a very important role in creating an impression of
our personality, education, family background as well as the nature of job we are engaged in. The person
giving the information is called the sender and the second party is the recipient.
Let us now study the various telephone etiquettes. Please find below the various telephone etiquettes.
 Always remember your voice has to be very pleasant while interacting with the other person
over the phone. Don’t just start speaking, before starting the conversation use warm greetings like
“good morning”, “good evening” or “good noon” depending on the time.
 Never call any person at odd hours like early morning or late nights as the person will
definitely be sleeping and will not be interested in talking to you.
 In any official call, don’t use words like” Any guess who I am? “as the person on the other
side might be occupied with something and can get disturbed. Always say “Is it Ted?”, and do
ask him, “Is it the good time to talk to you?” and then start communicating. If the person sounds
busy always wait for the appropriate time.
 Make sure your content is crisp and relevant. Don’t play with words, come to the point
directly and convey the information in a convincing manner. First prepare your content
thoroughly and then only pick up the receiver to start interacting.
 After dialing, always reconfirm whether the person on the other side is the desired person whom
you want to interact with. Always ask “Am I speaking to Mike?” or “Is this Jenny?” before
starting the conversation.
 Always carefully dial the numbers, never be in a rush or dial the numbers in dark as it would lead
to a wrong call. If by mistake you have dialed a wrong number, don’t just hang up, do say sorry
and then keep the phone courteously.

 Never put the second party on a very long holds. Always keep the information handy and don’t
run for things in between any call as the listener is bound to get irritated.
 While interacting over the phone, don’t chew anything or eat your food. First finish your food and
then only dial the number. If you are reading, please leave the book aside, first concentrate what
the other person wishes to convey and then continue with the book.
 After completing the conversation, don’t just hang up. Reconfirm with the receiver whether he
has downloaded the correct information or not and do end your conversation with pleasant words
like “Take care”, “nice speaking with you” and a warm bye. Never say Goodbye.
 Always speak each and every word clearly. The person on the other hand can’t see your
expressions so remember your tone should be apt to express your feelings in the correct form.
 Don’t take too long to pick up any call. If you miss the call, make sure you give a call back as
the other person might have an important message to convey. Avoid giving missed calls at work
places as it irritates the other person.
 In professional talks, never keep the conversation too long as the other person might be busy.
Always keep the content crisp and relevant and do come to the point after formal greetings.
 If you are not the correct person and the speaker needs to speak to your fellow worker always say
“one moment please- I will call him in a minute”. If the colleague is not in the office premises,
always take a message on his behalf and don’t forget to convey him when he is back.
 Decrease the volume of the television or turn off the speakers while speaking over the phone as
noise acts as a hindrance to effective communication
 If there is any disturbance in the network, don’t just keep speaking for the sake of it; try to call
after sometime with a better line.
Remember all the above telephone etiquettes must be practiced for an effective and healthy telephonic
discussion and smooth flow of information.
7. Eating Etiquette- Individuals must follow certain decorum while eating in public. Don’t make
noise while eating. One should not leave the table unless and until everyone has finished eating.
Office Party Etiquette
Office Party Etiquette teaches an individual how to behave at office parties, dinners and get
together. It is essential for an individual to behave sensibly at office parties.
 Try to reach on time. Being late to parties might annoy your boss. Be present at the venue a
little early and check whether all necessary arrangements have been made or not?
 Be careful about what you wear. Party at the office does not mean one has the liberty to wear
revealing clothes. Wear something which looks good on you. Avoid wearing heavy jewellery to
office parties. Remember simplicity is the best way to create an everlasting impression. Do not
wear skimpy dresses or something which shows much of your skin.
 Do not bring your kid, spouse or any other family member at office parties unless invited by your
superiors. You would be busy attending your family members only and eventually ignore others.
 Maintain the decorum of the place. Remember your superiors are keeping an eye on you every
moment. Don’t do anything which questions your education, family background and upbringing.
 Office parties are a good way to win over your boss. Check whether he needs something or not?
Whenever you get an opportunity, do tell him how good you have performed this month. This
will help you later.
 Introduce yourselves to others. Greet all with a smile and exchange pleasantries. Never make a
face at any of your colleagues even if you do not like him. Office parties are a good way to know
your fellow workers. Socialize with others, rather than standing at one corner.
 Try not to include alcohol in the menu. Drinking excessively at office parties is foolish. One tends
to indulge in unwanted activities after drinking which might cost him his job.
 In buffets, wait for your turn in line. Do not push each other.

 Do not load up your plate with food. Eat in moderate quantities. Do not start eating unless
everyone sitting around you has received food. Eat slowly to avoid burping or farting in public.
Once you have finished eating, keep the utensils at proper places.
 Do not crack silly jokes or pass lewd comments.
 Avoid vulgar dance moves at office parties.
Table Manners
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100s of "how-to" lists and lists with the best table manners tips! Our experts have read hundreds of books
and articles, along with asking the opinion of table manners experts, to create a comprehensive resource.
Descriptive images and infographs make understanding every table manners topic easy and fun!
Napkin Etiquette
At informal meals, place the napkin in your lap immediately upon seating. During formal occasions,
before unfolding the napkin, wait for the hostess to remove her napkin from the table and unfold it in her
lap.
1. Place the napkin in your lap upon seating.
2. When leaving the table temporarily, put the napkin on your chair.
3. At the meal's end, fold your napkin and place it to the left of your place setting.
Read more tips for using your napkin in the napkin etiquette section.
Handling Utensils
How do you hold a fork?

The continental style prevails at all meals, formal and informal, because it is a natural, non-disruptive way
to eat.

 Hold your fork in your left hand, tines downward.

 Hold your knife in your right hand, an inch or two above the plate.
 Extend your index finger along the top of the blade.
 Use your fork to spear and lift food to your mouth.
At informal meals the dinner fork may be held tines upward, American table manners style.
The Table Setting
Deciding which knife, fork, or spoon to use is made easier by the outside-in rule – use utensils on the
outside first and working your way inward. So, if you are served a salad first, use the fork set to the far
left of your plate.
Your water glass is the one above the knife in your place setting and your bread plate is to the left. To
remember which bread plate belongs to you and if the glass in front of you belongs to you or your
neighbor, use “b” and “d”. Touch the index finger on your right hand to your right thumb. Touch the
index finger on your left hand to your left thumb. The “b” formed by your left hand is for “bread” (your
bread plate is always at the left of your place setting). The “d” formed by your right hand is
for “drink” (your drinking glasses are always at the right of your place setting).
Our table setting section discusses in greater detail what you'll see at the table.
When to Start Eating
At a small table of only two to four people, wait until everyone else has been served before starting to eat.
At a formal or business meal, you should either wait until everyone is served to start or begin when the
host asks you to.
Resting Utensils

How do you leave your knife and fork on your plate when taking a break or are finished eating?
When you pause to take a sip of your beverage or to speak with someone, rest your utensils in one of the
two following styles:
Continental Style: Place your knife and fork on your plate near the center, slightly angled in an inverted
V and with the tips of the knife and fork pointing toward each other.
American Style: Rest your knife on the top right of your plate (diagonally) with the fork nearby (tines
up).
When each course is finished:
Place the knife and fork parallel with the handles in the four o'clock position on the right rim of the
plate.
Passing Food Etiquette

Pass to the right (if the item is not being passed to a specific person). One diner either holds the dish as
the next diner takes some food, or he hands it to the person, who then serves herself. Any heavy or
awkward dishes are put on the table with each pass.
Bread Passing Etiquette
 If the loaf is not cut, cut a few pieces, offer them to the person to your left, and then pass the basket to
your right.
 Do not touch the loaf with your fingers, instead use the clothe in the bread basket as a buffer to steady
the bread as you slice it.
 Place the bread and butter on your butter plate - yours is on your left - then break off a bite sized piece of
bread, put a little butter on it, and eat it.
Salt and Pepper Etiquette

Always pass the salt and pepper together.
Soup Etiquette
How do you eat soup?

Hold the soupspoon by resting the end of the handle on your middle finger, with your thumb on top. Dip
the spoon sideways at the near edge of the bowl, then skim away from you. Sip from the side of the spoon.
To retrieve the last spoonful of soup, slightly tip the bowl away from you.
Seating Etiquette
Your host may have seating arrangements in mind, so you should allow him to direct you to your seat. As
the host, you should suggest the seating arrangements.
In a restaurant, the guest of honor should sit in the best seat at the table. Usually that is one with the back
of the chair to the wall. Once the guest of honor's seat is determined, the host should sit to her left. Other
people are then offered seats around the table.
Food Service Etiquette
During service of a formal dinner, the food is brought to each diner at the table; the server presents the
platter or bowl on the diner's left. At a more casual meal, either the host dishes the food onto guests' plates
for them to pass around the table or the diners help themselves to the food and pass it to others as
necessary.

Meals End
At a formal affair, plates are removed by a professional staff. But as most informal meals are served
without help, the hostess clears the plates, often with the help of a guest or two. At a family meal,
members clear their own plates.
Clearing the Plates
 If the meal is formal, plates will be removed by the staff.
 At informal meals, the hostess will probably clear the plates, possibly with one or two guests helping.
 At a family meal, members clear their own plates.
Leaving the dining room. To signal dinner is concluded, the hostess catches the eye of the host, lays her
napkin on the table, and suggests that everyone go into another room for coffee and after-dinner drinks.
The hostess rises from her chair.
When it's time to leave, rather than detain one's host with a lengthy good-bye, make the departure brief
but cordial.
8. Business Etiquette- Business Etiquette includes ways to conduct a certain business. Don’t ever
cheat customers. It is simply unethical.
- is a different matter as the social order here is based on power. In this arena, men treat women
as their equals, not in a chivalrous manner. Business etiquette is covered below in a separate
section.
It is rightly said that “a man is known by his dress and address”. Donning the right business attire
will not only help you make a mark of your own but also climb the success ladder in the shortest possible
time span. Do not just pull out anything from your wardrobe and wear it to work. Remember you can’t
wear your party outfit to work just because it is expensive and looks good on you. It is not necessary that
a shirt which looked good on you five years ago will still look good on you. Know what you are wearing.
Do not step out of your home unless you see yourself in a full length mirror.
Do not wear loud colours to work. Blue, Charcoal grey, White, Black, Khaki are essentially some
colours which every business wardrobe should have. Colours based on a neutral colour palette look good
at the workplace.
Never wear gaudy accessories to work. Avoid wearing big earrings and too many bangles at workplace.
The clattering sound of your bangles every time you hit the keyboard will not only disturb you but also
others sitting around you. Do not blindly follow others. You need to create a style of your own. Keep
your dressing simple yet elegant.
Make sure your clothes are clean and ironed properly. Remember, an individual to a large extent is
judged by his clothes. Make sure your shoes are polished. You can keep a shoe shiner handy just in case
you travel by bus or any other modes of public transport. Carry a black leather briefcase/bag to keep your
laptop and other important files and documents.
One needs to smell good at the workplace. Apply a mild perfume.
Be very careful about the fit of your dress. Do not wear something which is too tight or too loose on
you. Females ought to avoid body hugging and revealing tops to work. Dresses with a deep neckline are
not meant to be worn at offices. Skirts should not be above the knee. Females should prefer wearing flats
to work. Avoid being a make-up box. Females with long hair can tie their hair in a neat bun or a high
pony tail.
Men should always tuck their shirts into pants to look professional. Make sure the shirt you are
wearing is crisp and clean. Avoid wearing short sleeve shirts to work. Do not roll up your shirt sleeves
and never keep the button which holds your collar open. Do not wear embroidered belts or belts with a
broad buckle to work. Belts are not meant to hold your cell phone holders.

Do not wear a tie just for the sake of it. Remember your tie needs to complement your overall look. The
tip of your tie ideally should touch the upper edge of your belt’s buckle. Wear socks to work.
Price has nothing to do with “smart dressing”. No one will ask you to show the label. Make sure whatever
you are wearing goes with your personality and looks good on you. You need to be comfortable in your
office attire.
Last but not the least do not forget to flash your trillion dollar smile. No dress would look good on you if
you look sad and gloomy.
To conclude, etiquette transforms a man into a gentleman.
Aggressive Handshakes
1. Dominant Handshake
The dominant handshake involves placing your palm downward when
offering your hand to someone and is a form of aggression. By placing your
palm downward, you force the other person to place his or her palm up,
which is a submissive position. Although the dominant handshake may be
appropriate in some circumstances, in everyday
situations it should be avoided.
If you find yourself the recipient of a dominant handshake, there is an
easy correction that you can make. Take a step to your left: this will force
both of your hands to naturally straighten.
2. Bone Crusher
Similar to the dominant handshake, the bone crusher is aggressive and
involves an excessively strong grip. If you've ever been the recipient of a
bone crusher, you know how uncomfortable it can be. Older adults
require a looser grip.1
Handshake grip should be no harder than the strength that you would use
to hold a door handle. In addition, you should match your grip to the
person you are shaking hands with.
Older adults require a looser grip. If you are ever stuck in a bone crusher
handshake, make a comment such as "Wow, strong handshake!" In most
cases, the person will loosen their grip on you.
3. Double-Handed
Although there are instances in which a double-handed handshake is
appropriate, if used with someone whom you have just met, it can seem
overly personal or intimate.
Unless you are a politician or a grandmother, it is probably best to reserve
the double-handed handshake for close friends.
4. Too Close
Similar to the dominant handshake and the bone crusher, the "too
close" handshake involves the other person coming in very close to you
to shake hands, or pulling you in close as you are shaking hands. In
either case, the closeness of the handshake is likely to make you feel
uncomfortable.2
The fix? Simply take a step back. Unless the other person has you in a
vice grip, you should be able to reclaim your personal space.

PASSIVE HANDSHAKES
Limp Fish
Opposite the bone crusher is the limp fish. A limp handshake signals to the
other person that you are nervous, uncertain, or uninvolved. A limp
handshake can be particularly detrimental to your career.3
If you are unsure whether your handshake is limp, ask to practice with a few
friends until you get your grip right.
Fingers Only
Even worse than the limp handshake is one in which you only offer your
fingers to the other person In order to avoid this scenario, be sure that the
webbed part of your hand between your pointer finger and thumb is
touching the other person's hand before you tighten your grip.
Cold, Clammy, or Sweaty
If you are nervous about introductions, you may end up with cold, clammy,
or sweaty hands in social situations.4 Although it may feel like the
situation is out of your control, there are steps that you can take to try
and lessen the impact.
 Keep a paper towel in your pocket to wipe off sweaty palms (discreetly when you get a chance).
 Avoid carrying a cold drink in your right hand when you know that you will be meeting people.
 If your hands tend to be cold, warm them up with an instant heat packet in your pocket or a hot
air dryer in the restroom.
OTHER HANDSHAKES
The Miss
"The miss" is a handshake that somehow doesn't quite come together.
Perhaps you went to shake hands but ended up shaking fingers. Maybe
you clumsily shook hands and couldn't wait to pull your hand away.
Whatever the problem with the handshake, know that the other person
feels just as responsible for "the miss," and that it is purely accidental.
Long Handshake
You've probably experienced the long handshake. Long after the
introductions are through the other person is still pumping your hand
up and down.
The ideal handshake lasts two to three seconds and does not go on
longer than the verbal introduction. Any longer, and it can
seem like you are just holding hands.

PROPER HANDSHAKING
1. Begin With an Oral Introduction of Yourself
Before extending your hand, introduce yourself. Extending your hand should be part of a business
introduction, not a replacement for using your voice. Extending your hand without a voice greeting may
make you appear nervous or overly aggressive.
2. Pump Your Hand Only 2-3 Times
A business handshake should be brief and to the point. Consider a handshake a short “sound bite”
greeting, not a lengthy engagement. Holding on for more than three or four seconds can make other
people feel uncomfortable.
3. Shake From Your Elbow
If you shake from the shoulder, using your upper arm instead of just your forearm, you risk jolting your
handshake partner. The idea is to connect, not be overbearing.
4. Do Not Use a Forceful Grip
A handshake should be a friendly or respectful gesture, not a show of physical strength. An
uncomfortable handshake is never a pleasant experience for anyone. Imagine you are opening a door
handle and use close to the same level of grip in your handshake.
of the moment by offering a quick compliment or asking the other person a question.
Activity # Video yourself doing the wrong handshakes and the proper handshaking
C. RULES OF ETIQUETTE
Basic Etiquette
 Be yourself – and allow others to treat you with respect
Let this one sink in, ladies. Who you are is perfectly acceptable, and, you are worthyof being treated
courteously. Working out the rough edges can be a lifelong process, and now is a really good time to start!
 Say “Thank You”
When someone gives you a compliment or does something nice, the best response is a simple “Thank
you.” Please also remember, “Please,” “Excuse me,” and “You’re welcome,” which are other marks of
good manners.
 Give Genuine Compliments
A fundamental rule of good manners is to give. When you meet someone, you can always think of a
genuine compliment to give, along with your attention and interest. A “Hello” or “How are you?” is most
often not enough. Be generous with sincere words of praise, warm greetings, sympathy, or whatever is
appropriate to the occasion.
 Don’t be Boastful, Arrogant or Loud
When in polite company, always exercise self-control and good taste. Your voice, your behavior and even
your clothing should reflect understated elegance. Please do not brag about accomplishments; a well-
mannered person has no need for self-advertisement. Let your deeds speak for themselves.
 Listen Before Speaking
Respect for others is a requirement of good manners. Listening to others is a way to show respect. Be
genuinely interested in others; learn their names, and encourage them to talk about themselves. Never
interrupt. Look them in the eye, and listen carefully.
 Speak with Kindness and Caution
Before speaking to others, consider what effect your words will have. Also remember the language of the
body (your posture and your mannerisms) is actually more important than the language of words.
 Do Not Criticize or Complain

Negativity in any form is to be avoided. Ignore gossip; don’t participate. If you disagree with others, do
so respectfully (agree to disagree). Since we all need to vent, reserve your ‘bitch’ sessions to your one or
two closest friends/family members….period!
 Be Punctual
Appreciate the value of time, yours and others. If you make an appointment, arrive on time. If you must
be late, call first. Never arrive early for a social engagement (this is fine in a business setting). Lingering
good-byes merely cause frustration and can ruin an otherwise good time. A quick, simple exit at the
proper time is usually appreciated.
 Do Not Embarrass Others
Demeaning anyone with rude jokes or an unwelcome nickname is disrespectful. In conversation, never
ask embarrassing questions about relationships, or asking how much was paid for something (my
Grandmother said that discussing money is ‘vulgar!! Funny word, AND she was right…. : D )
 Act and Look Your Best
Take time and care in how you present yourself – both in appearance and in manners.

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PROFESSIONAL DEVELOPMENT AND APPLIED ETHICS

CHAPTER 1: WORK ETHICS AND ETIQUETTES

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 1

Ethics covers the following dilemmas:

Ethical expectations often take the form of principles such as:

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 2

B. FOUR ETHICAL 'ISMS'

Where does ethics come from?

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 3

Philosophers have several answers to this question:

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 4

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 5

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 6

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 7

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 8

pollution control, management of environmental resources, whether eco-systems are entitled to

Factors of Work Ethics:

The Ten Work Ethic Traits:

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 9

Top 10 work values Employers look for

1. Strong Work Ethic

2. Dependability and Responsibility

3. Possessing a Positive Attitude.

5. Honesty and Integrity

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 10

7. Motivated to Grow & Learn

8. Strong Self – Confidence

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 11

A. NEED FOR ETIQUETTE

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 12

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 13

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 14

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 15

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 16

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 17

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 18

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 19

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 20

How do you hold a fork?

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 21

 Hold your fork in your left hand, tines downward.

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 22

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 23

Salt and Pepper Etiquette

How do you eat soup?

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 24

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 25

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 26

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 27

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 28

by: jEhOaNa MaLoLoYon-MoNeS, Ph.D. 29

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