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Autor: anton 10 March 2011
Words: 1416 | Pages: 6
Personal, Organizational, and Cultural Values Affect Decision Making in Your Personal and Professional Lives
Decision making in our personal, as well as our professional lives, is basically a byproduct of life itself; which is governed by our lifelong experiences and endeavors. In life, we encounter different circumstances that cause us to react in a certain manner; consequently, all reactions are based on our personal and cultural beliefs that are instilled in us at an early stage in life. Michael Josephson (2002), states in Making Ethical Decisions
"Ethical decision making requires more than a belief in the importance of
ethics. It also requires ethical sensitivity to implications of choices, the
ability to evaluate complex, ambiguous and incomplete facts, and the skill to implement ethical decisions effectively" (para.2)
These qualities include being responsible, tactful, and committed.
I was brought up to be responsible. Being responsible sometimes is a difficult task for us. Responsible means to be honorable, to do one's duty, and to be accountable. For instance, when I am dealing with an irate customer, I sometimes just want to escalate to someone else. I know that is not right so I continue to assist the customer. Often said to friends and family (Kathleen Jest, personal communication, August 20, 2004) "Be true to yourself by just being yourself". All I am stating is no matter what is going on in life when times are good or bad, just being who you are will make life easier. At work, I base my decisions on how to assist customers, and by putting myself in the shoes of the customer.
I am trustworthy. My family and friends confide in me all the time; therefore, I know that what is told to me is for me and only for me to know.
For instance, a friend/colleague was having and bad day; everyone was asking what was wrong, she was able to open your heart to me and only me because she knew I would not tell anyone else.
As a Team Lead, I am held accountable for the team's wrap metrics (time spent between calls). I make sure that everyone is on task at all times. I was given the position of Team Lead because I proved to be a leader. I show leadership not only at work but in the community as well. And I was elected president of the planning community of my high school's ten year class reunion. As president, I am responsible for making sure that each meeting is conducted properly and on time. They believe I am trustworthy because I was chosen to have my name put on the class bank account along with two other committee members.
Whether it is personal or professional, my decisions in life are tactful. My golden rule is somewhat based on the "ethic of reciprocity"; that is, "Do onto others as you wish others to do unto you." It is all about caring, being compassionate, kind, considerate, charitable, and unselfish. I feel as though if you treat others with dignity and respect then they will return the favor. I relate to this rule everyday in the work place. I treat each agent with respect as he/she do me. My co-workers have beliefs that I do not believe in but I tolerate and respect their beliefs. I am serene with all my customers.
I do not want a Customer Service Representative being rude or lying to me so that is why I am honest to my customers. Honesty is the best policy. For instance, I had a customer who could not figure why her username had been cancelled and plain as day the whole account had been cancelled.
I viewed her account and explained to her that the account was cancelled due to nonpayment. I then provided her with the information needed to restore her account. If I have the answers I relay the information to the customer just to alleviate holding or even calling billing.
I try to instill in my nieces and nephews to share and be kind to one another. This rule plays a role when one wants what the other has and vice-versa. For instance, I like the Barney statement "Sharing means caring." I am always telling Jacobe, the youngest of my nephews; to share remember, Barney says share. I ensure that information is shared at work. For example, I make sure that my Supervisor relays any new information I obtain from other departments to our team as well to the Quality staff so that they may relay it to others.
Commitment, the hardest part, shows that I am responsible. The commitment to do what is right regardless of the temptations and pressures. At times, I often think whether or not what decision I make are correct. I debate sometimes on whether to go to work or take a lazy day. Sommer, Bae and Luthans (1996) found that "Employees who perceived greater warmth, supportiveness, assigned responsibility, and rewards in their organizations increased their organizational commitment" (p.49). This falls true in my organizations, an incentive was given to employees who came to work everyday each month. I made a commitment not to miss a day from work and have not for the last 5 months.
As a Team Lead of the Callback Team, I ensure that each agent meets their commitment, by making calls on time as promised to the customer. I arrive to work on time everyday and if needed to stay late, I do. I commit to my customers each day, if I am working on an issue that requires a callback so that I may research or call another department; I follow up the call by the time promised to the customer. If something is required of me and I make a commitment to it, I make sure that the task is handled and completed as promised. Such as when a customer asked that I call them back to confirm that a dispatch was completed I call the customer back as promised, before the dispatch to make sure they have not forgotten the dispatch then I call back after the commitment time to make sure that the customer is satisfied.
Organizations promote such core values as service to customers, fairness with employees, caring and empathy, promotion from within, attention to detail, innovation, and teamwork (Fintel, 1989; Withiam, 1996; Woods, 1989). Such cultural values motivate employees and further enforce desired behaviors and standards for customer service. Michael Josephson (2002) of The Josephson Institute of Ethics states
"The Six Pillars of Character, trustworthiness, respect, responsibility, fairness, caring, citizenship; are ethical values to guide our choices. The standards of conduct that arise out of those values constitute the ground rules of ethics, and therefore of ethical decision-making. The Six Pillars act as a multi-level filter through which to process decisions. So, being trustworthy is not enough Ð’â€” we must also be caring. Adhering to the letter of the law is not enough Ð’â€” we must accept responsibility for our action or inaction." (para.3).
At times I make a decision at a whim. According to William Umiker "Decision makers usually fit in one of four categories" Ð’â€“ Escape artists, procrastinators, quick draw artists or sharp shooters; I have been in all four categories once in my lifetime. At this stage in life, lately I have been a sharp shooter. I have not been afraid to make a decision quickly but first, I make sure that I have substantial information.
As stated, all my decisions are based on my values Ð’â€“ Personal, Organizational and Cultural. My cultural values play a major role in the other values; therefore, they are the most important values.
Josephson, Michael 2002. Making Ethical Decisions. Retrieved January 14, 2005, from
Josephson, Michael 2002. Making Ethical Decisions. Retrieved January 14, 2005, from
Sommer, S.M., Bae, S., & Luthans, F. 1996. Organizational commitment across cultures:
The impact of antecedents on Korean employees. Human Relations, 49: 977-993.
Umiker, W. (1989, July). Decision making and problem solving by the busy professional.
The Health Care Supervisor, 7(4), 33-40. Retrieved January 23, 2005 from University
of Phoenix Library, Resource, COM/525 -- Managerial Communications and Ethics
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