1. Language Department, Office of General Education, Faculty of Hospitality Industry For Excellence in Hospitality Education Arj. Zeph Norrish Principles of Communication Chapter 2: Ethical Communication

2. Principles of CommunicationSecond Semester 2013 Slide No. 2 SCOPE Following the Chapter 2 lecture and discussion, you will be able to: Define Ethics Describe Types of Ethics Consider Ethics in Making Decisions Describe Critical Thinking Understand Importance of Ethics in the Hospitality Industry Chapter 2 Case Study Instructor Review Student Q&A

3. Principles of CommunicationSecond Semester 2013 Slide No. 3 2.3 Ethics Ethics is that set of values that guides one in the conduct of life. Ethics comprise the rules of execution for the SIDAL loop…

4. Principles of CommunicationSecond Semester 2013 Slide No. 4 2.3 Ethics Descriptive ethics is a value-free approach to ethics, which examines ethics not from a top-down priority perspective, but rather observations of actual choices made by moral agents in practice.

5. Principles of CommunicationSecond Semester 2013 Slide No. 5 2.3 Ethics Applied ethics is a discipline of philosophy that attempts to apply ethical theory to real-life situations. The discipline has many specialized fields, such as bioethics and business ethics.

6. Principles of CommunicationSecond Semester 2013 Slide No. 6 2.3 Ethics Sometimes ethics in a society are based on pre-established aesthetics, etiquette, and arbitration rather than theories of value or of conduct. Ethical codes are the personal morals applied by various groups in a societal structure through art and storytelling… tradition. Observed choices made by ordinary people, without expert aid or advice, who vote, buy, and decide what is worth valuing.

7. Principles of CommunicationSecond Semester 2013 Slide No. 7 2.3 Ethics Organizational (business) ethics are the fundamental elements, or a set of beliefs, which lie behind a corporation as an organization.

8. Principles of CommunicationSecond Semester 2013 Slide No. 8 2.4 Critical Thinking Critical thinking is a well- established process for identifying and thinking about issues and is strongly related to the notion of systems thinking, otherwise known as problem solving.

9. Principles of CommunicationSecond Semester 2013 Slide No. 9 2.4 Critical Thinking The decision window comprises… 1.The event that occurs. 2.The recognition that the event has occurred. 3.The analysis of the impact. 4.The identification of alternative response to the event. 5.The selection of an alternative response. 6.The implementation of the alternative. 7.The trigger the alternative generates upon implementation. This can be thought of as a message which generates another event.

10. Principles of CommunicationSecond Semester 2013 Slide No. 10 2.4 Critical Thinking Why gather data without a purpose? Determine the critical issues that need to be investigated to reach the end. Identification of the issues will bring to mind key hypotheses.

11. Principles of CommunicationSecond Semester 2013 Slide No. 11 2.4 Critical Thinking Famous Hypotheses I think therefore I am. I am able to think, therefore I exist. A philosophical proof of existence based on the fact that someone capable of any form of thought necessarily exists.proof existence Descarte E=MC 2

12. Principles of CommunicationSecond Semester 2013 Slide No. 12 2.5 Ethics in Hospitality In 1898 Cesar Ritz and his Auguste Escoffier manager and chef respectively were discharged from Londons Savoy Hotel for accepting less weighing food deliveries and extorting commissions from suppliers thereby using the hotel for their own gain and profit (Fennel & Malloy, 2008).

13. Principles of CommunicationSecond Semester 2013 Slide No. 13 2.5 Ethics in Hospitality http://youtu.be/s3aR3yP4aKg How/what do the actions of Hospitality Staff communicate to guests?

14. Principles of CommunicationSecond Semester 2013 Slide No. 14 Reputation 2.5 Ethics in HospitalityCSR Corporate Social Responsibility Human Resources Environment GuestsCompetitors Society Local Community Owners Reputation is much easier to lose than it is to build. Reputation is much easier to lose than it is to build. !

15. Principles of CommunicationSecond Semester 2013 Slide No. 15 2.5 Ethics in Hospitality Challenge: a) You have fifteen minutes to sort the ethical issues provided into 4 discrete categories. b) Give four examples where an ethical code may assist in solving a problem relating to the issue.

16. Principles of CommunicationSecond Semester 2013 Slide No. 16 2.5 Ethics in Hospitality Its such a small thing, who will notice? It really wont hurt anyone. I dont feel comfortable doing this, but if this is what it takes to get ahead… Everybody else does it so why not? True or False?: Employees Dont Mean to Act Unethically

17. Principles of CommunicationSecond Semester 2013 Slide No. 17 2.5 Ethics in Hospitality There is a positive relationship between profitability and ethics. Ethics should cut across: Housekeeping Front Office Security Food and Beverage Marketing Purchasing Yield Management Public Relations Excellent hospitality leaders ensure that the vision, mission, values as well as the ethics of the hotel reflect a socially responsible culture. (Smith & Colman, 2006).

18. Principles of CommunicationSecond Semester 2013 Slide No. 18 Ethical Dilemma

19. Principles of CommunicationSecond Semester 2013 Slide No. 19 Ethical Dilemma You will now be asked to select one from a range of ethical considerations. In pairs, discuss the situation and decide if you think the action described is ethical. AgreeUnsureDisagree Present your justification for your decision.

20. Principles of CommunicationSecond Semester 2013 Slide No. 20 Ethical Dilemma Hotel Managers' Responses to Ethical Dilemmas Raymond S. Schmidgall Ph.D., CPA Michigan State University, schmidga@bus.msu.eduschmidga@bus.msu.edu From a survey of 400 responses from Hotel Managers, the following data was found.

21. Principles of CommunicationSecond Semester 2013 Slide No. 21 BREAK! Now, take a 30-minute break and then return to the class to work on your term paper focus. Enjoy! Take a break!

22. Principles of CommunicationSecond Semester 2013 Slide No. 22 Handout Review You will now be given a handout with comprehension questions. Use the book and the notes youve taken to answer the questions as best as possible. You have 45-minutes to complete the handouts and return them to the instructor at the end of class.

23. Principles of CommunicationSecond Semester 2013 Slide No. 23 HOMEWORK! Go to the copy shop next to the canteen and get a copy of Unit 3: The Communication Process. Read Unit 3 and complete sections 3.1 Key Vocabulary and Chapter 3 Review: Case Study.