UNIVERSITY OF CALOOCAN CITY

Tulip st,. Area D, Camarin, Caloocan City

ETHICS

GOOD BUSINESS EHICS;

(Week 12)

Marces, Joanna
Sapnu, Shane Ann
Tolentino, Josephine

Dr. Mopas

BSAIS-1A
 GOOD BUSINESS ETHICS

Good business ethics is a distinguishing quality that can bring unmeasured success to a
commercial organization. When good conduct and morals are applied in all the levels of
an organization's structure, that is, from the junior employees to the management staff,
the company is most likely headed for success.

Dealing with the customers:

Customer service is often at the heart of a business which aims to provide an exceptional
service that leaves the customer feeling valued and respected.
Although providing an excellent service can involve extra resource, time and money,
when you get it right it will enable you to stand out from your competition, maintain a
positive reputation among future customers and encourage existing customers to
purchase from your business again.

Customer and consumer:

The person who buys the goods or services from a seller is known as the Customer. The
person who uses the goods or services is known as a Consumer.

The customer is also known as buyer or client whereas the Consumer is the ultimate

user of the goods.

 10 Tips for Dealing with Customers

1. Listen to Customers 6. Suggest Solutions

2. Apologize 7. Appreciate the Power of “Yes”
3. Take Them Seriously 8. Acknowledge Your Limits
4. Stay Calm 9. Be Available
5. Identify and Anticipate Needs 10. Get Regular Feedback

 Strategies to handle customer’s

1. Understanding your customers' needs and wants
2. Treating your customers respectfully
3. Acting on promises made to your customer
4. Handling complaints and returns gracefully
5. Exceeding customer expectations
6. Going out of your way to help your customer.

Dealing with employees:

 An employee is hired for a specific job or to provide labor and who works in the service
of someone else (the employer).

An employer is an organization, institution, government entity, agency, company,

professional services firm, nonprofit association, small business, store, or individual who
employs or puts to work, a person who is called an employee or a staff member.

 9 Ways to deal with difficult employees;

1. Listen.  They know their best shot at improving the situation lies in having the clearest
possible understanding of the situation – including knowing the tough employee’s point
of view
2. Give clear, behavioral feedback. This approach does two key things: lowers the other
person’s defensiveness, and gives them the specific information they need in order to
improve.  Whatever approach you use, make sure it does these two things.
3. Document.  Good managers know that documentation isn’t negative – it’s prudent.
Remember, if you're able to solve the problem, you can just breathe a sigh of relief and
put your documentation in the back of the drawer.
4. Be consistent. If, for instance, you tell employees that it’s critical they submit a certain
report by a certain time, and then you’re sometimes upset and sometimes not upset
when they don't do it…the less-good employees generally won’t do it.
5. Set consequences if things don’t change . If things still aren’t improving at this point,
good managers get specific. If problem employees don’t believe their behavior will have
any real negative impact on them – why would they change?
6. Work through the company’s processes.  Good managers hold out hope for
improvement until the point when they actually decide to let the person go.
7. Don’t poison the well.  No matter how difficult an employee may be, good managers
don’t trash- talk to other employees. It creates an environment of distrust and back-
stabbing, it pollutes others’ perception of the person, and it makes you look weak and
unprofessional.  Just don’t do it
8. Manage your self-talk.  Throughout this process, make sure your self-talk is neither
unhelpfully positive nor unhelpfully negative.  Good managers take a fair
witness stance, making sure that what they say to themselves about the situation is as
accurate as possible.
 9. Be courageous.  Firing someone is the hardest thing a manager has to do.  The best
managers do the tough things impeccably.

COLLECTIVE BARGAINING DOES NOT PRELUDE ETHICAL

CONDUCT
Collective Bargaining

 is the process of negotiating the terms of employment between an employer and a group
of workers, such as pay and working conditions. 
 The process takes place between company management and a labor union. 

Collective Bargaining Agreement (CBA)?

 It is a contract executed upon request of either the employer or the exclusive bargaining
representative of the employees incorporating the agreement reached after negotiations
with respect to wages, hours of work and all other terms and conditions of employment,
including proposals for adjusting any grievances or questions under such agreement.

Code of Ethics is a guide of principles designed to help professionals conduct business honestly
and with integrity.

Code of Conduct outlines specific behaviors that are required or prohibited as a condition of
ongoing employment. 

Ethics guidelines attempt to provide guidance about values and choices to influence decision
making. Conduct regulations assert that some specific actions are appropriate, others
inappropriate. In both cases, the organization’s desire is to obtain a narrow range of acceptable
behaviors from employees.

Collective Bargaining in Ethical Conduct

 The right to collective bargaining is a fundamental labor right that ensures a fair process
of negotiation to further and protect the interests of workers and employers.
 The right to collective bargaining is a labor right, but too is considered a human right
since the right is protected in several core international human rights treaties.
  Collective agreements may also address the rights and the responsibilities of the parties
thus ensuring harmonious and productive industries and workplaces.
 Enhancing the inclusiveness of collective bargaining and collective agreements is a key
means for reducing inequality and extending labor protection.
 Even the agreement is present, ethical conduct must be considered

DEALING WITH COMMUNITY ETHICALLY

 Careful planning and preparation
 Through adequate and inclusive planning, ensure that the design, organization, and convening
of the process serve both a clearly defined purpose and the needs of the participants.

 Inclusion and demographic diversity

 Incorporate diverse people, voices, ideas, and information to lay the groundwork for quality
outcomes and democratic legitimacy.

 Collaboration and shared purpose

 Support and encourage participants, government and community institutions, and others to
work together to advance the common good.

 Openness and learning

 All involved listen to each other, explore new ideas unconstrained by predetermined outcomes,
learn and apply information in ways that generate new options, and rigorously evaluate public
engagement activities for effectiveness.

 Transparency and trust

 Be clear and open about the process, and provide a public record of the organizers, sponsors,
outcomes, and range of views and ideas expressed.

 Impact and action

 Ensure each participatory effort has real potential to make a difference, and that participants
are aware of that potential.

 Sustained engagement and participatory culture

 Promote a culture of participation with programs and institutions that support ongoing quality
public engagement

ETHICAL RELATIONS WITH COMPANIES/BUSINESS;

Ethics
 Moral principles that govern a person's behavior or the conducting of an activity.
 Business
 Is defined as an organization or enterprising entity engaged in commercial, industrial, or
professional activities.

o Business ethics is a form of applied ethics or professional ethics, that examines ethical principles and
moral or ethical problems that can arise in a business environment.
o A relationship between business and ethics are linked. One's moral compass influences the decisions
they make in business. A promotion of high ethical values in a workplace encourages workers to stay
and work well. The two coordinate with one another to grow, calling it business ethics.

SIX CHARACTERISTICS OF AN ETHICAL BUSINESS/ COMPANIES

1. Strong, Ethical Leadership

 -The culture of an ethical business is defined starting from the very top of the organizational
chart. For a business to be ethical, its leaders must demonstrate ethical practices in any situation.
 -Leaders who can choose the path that is ethically correct, as an opposed to one that is purely
financially driven have successfully created an ethical culture in the business.

2. Core Value Statement

 -The ethical business will institute a code of conduct that supports its mission. This code of
conduct is the guideline for each employee to follow as he carries out the company's mission.

3. Integrity and Fairness

 -Integrity is an all-encompassing characteristic of an ethical business. The ethical business

adheres to laws and regulations at the local, state and federal levels.

4. Respect for Employees and Customers

 -Ethics and respect go hand in hand. An ethical business demonstrates respect for its employees
by valuing opinions and treating each employee as an equal.

5. Loyal Relationships with Employees and Customers

 -Solid relationships are a cornerstone of an ethical business. Loyal relationships are mutually
beneficial and both parties reap benefits.
 -Vendors and customers will remain loyal to a business that is reliable and dependable in all
situations. An ethical business stays loyal to its partnerships even in challenging times.

6. Concern for People and Environment

 -An ethical business has concern for anyone and anything impacted by the business. This includes
customers, employees, vendors and the public.
The Advantages of Ethical Behavior in Business

 Build Customer Loyalty

-Consumers may let a company take advantage of them once, but if they believe they have been treated
unfairly, such as by being overcharged, they will not be repeat customers.

 Enhance a Company's Reputation

-A company’s reputation for ethical behavior can help it create a more positive image in the
marketplace, which can bring in new customers through word-of-mouth referrals.

 Retain Good Employees

-Talented individuals at all levels of an organization want to be compensated fairly for their work and
dedication.
 Positive Work Environment

-Employees have a responsibility to be ethical from the moment they have their first job interview. They
must be honest about their capabilities and experience.

 Avoid Legal Problems

-At times, a company’s management may be tempted to cut corners in pursuit of profit, such as by not
fully complying with environmental regulations or labor laws, ignoring worker safety hazards or using
substandard materials in their products.

REFERENCES:

https://www.investopedia.com/terms/c/collective-bargaining.asp

https://blr.dole.gov.ph/2014/12/11/collective-bargaining/
https://www.whistleblowersecurity.com/code-of-ethics-and-code-of-conduct-whats-the-
difference/

https://www.ilo.org/global/topics/collective-bargaining-labour-relations/lang--en/index.htm

https://www.db-business-ethics.org/collective-bargaining

https://www.thebalancesmb.com/what-is-the-definition-of-an-employee-398246

https://smallbusinessbc.ca/article/ten-tips-dealing-customers/