Course 1 - Leadership Principles Sections 102 & 105 Flashcards
What are ethical standards?
Ethics is the body of rules that govern the way that we behave and the moral standards that we live by. Our ethical standards guide our lives personally, professionally, intellectually and spiritually.
What are some of the core concepts of ethical behavior?
Honesty: When it comes to ethics, there is a simple ideal that cannot be disputed: unless we are willing to provide honest service to those that we deal with—whoever it may be, we have no right to even hope for anything better from others, let alone expect it. Honesty is still the best policy. We should practice it ourselves and promote it among others in the work environment.
Integrity: There should be no real distinction between doing what is right in business and doing what is right in other aspects of our lives. Hiding behind phrases such as “That’s just good business” is not a license to compromise our ethics. Demonstrating integrity shows the maturity and stability of your character. The depth of our ethical commitment and adherence to our values and principles should stand firm.
Trust: In order to be considered trustworthy we must instill faith, confidence and reliability. Trust can be hard to earn, and even more difficult to win back once it is lost. In order to be effective in the loss prevention industry, you must instill trust in those that you work with and confidence in the way that you perform your duties.
Responsibility: Ethical people take responsibility for their words, actions and behaviors. We have an obligation to perform and serve. We are accountable, not only to our stores, our team and our customers, but to everyone who we come in contact with. We have a responsibility to be fair and just in everything that we do
Respect: Respect for a position may be an expectation, but respect for the individual still must be earned. Respect is an expression of honor, value, consideration and esteem. It is something that we earn through honesty, integrity, responsibility and trust. It is something that we must demonstrate if we hope to receive it. Respecting the rights of others is fundamental to strong ethics.
Quality: We should strive for excellence in every aspect of our performance. Those that recognize the importance of quality and strive for it on a day-to-day basis will carry a profound sense of self-respect, pride in accomplishment, and attentiveness that will affect everything that they touch. Making every effort to deliver performance that is accurate, complete, relevant, timely and understandable will emulate quality and professionalism.
Dependability: Ethical people can be relied upon. They make themselves available. They are steady, solid and sound in their approach to people, ideas and situations. They are capable of solving problems, answering questions and providing support when entrusted with that responsibility.
Sincerity: Ethical values and behaviors are only respected when they are real. The genuineness of our intentions will be reflected through our words, actions and behaviors.
Humility: This aspect of our ethical character (or lack thereof) is one that often stands in our way. Overblown egos, passing judgment, a general lack of flexibility and other self-inflating behaviors are at the heart of many ethical dilemmas.
Commitment: Being bound emotionally, intellectually and professionally to an ethical course of action defines
What are some of the ways that we can communicate our ethics and lead by example?
We should communicate and discuss our company’s shared values and standards with our team, ensuring that they are understood, supported and accepted.
As part of our responsibility, we should ensure that company policies and procedures reflect the organization’s values and ethics at every level.
We should work openly and offer support as part of the overall team efforts, raising questions and concerns when appropriate; addressing issues and taking action when necessary.
We should define acceptable behavior and promote higher standards for the way people are treated and the way that goals are pursued.
Once standards of excellence are defined, we should set the example for others to follow by applying those values and standards when making decisions and performing our duties; and then support our team to do the same.
Good ethics should translate into good behavior. We should pay close attention to the feelings, comments and reactions of our employees, our business partners and our customers, realizing that perceptions will be viewed as reality in terms of ethics, integrity and reputation.
Ethics are not just an important element of our leadership; they are an important element to look for in all company leaders. Our company’s mission, vision and values should be a key factor when making hiring and promotional decisions. Leading with integrity is critical and will reflect on the entire organization.
A company’s image, business practices, vision for the future and role in the community are all validated by the organization’s business ethics. Explain and expand…
Growth plans, stability, profits and service must emphasize a commitment to ethical business practices.
What are the U.S. Federal Sentencing Guidelines? What are some of the elements that should be included in an effective compliance program?
These guidelines essentially outlined judicial considerations when determining the appropriate sentencing for corporations convicted of federal crimes
Written compliance standards and procedures (Ex: A Code of Ethics)
Oversight of the program by high level management personnel (Ex: An Ethics Officer)
Due care and responsibility when delegating authority
Effective Communication of standards and procedures (Ex: A Training Program)
Monitoring systems and reporting vehicles (Ex: An Employee Hotline)
Enforcement of disciplinary action
Appropriate response to issues once they have been detected
How do we define a conflict of interest? Examples…
a conflict of interest exists when a person has a divided loyalty, when an individual is motivated or influenced by personal considerations or relationships, or by placing ourselves in situations where we might potentially be motivated or influenced as a result of conflicting personal considerations or relationships.
What are some considerations that we can reflect on to help us evaluate a potential conflict of interest?
Does it interfere with the individual’s job performance or responsibilities?
Does it interfere with the job performance, responsibilities or morale of others within the company?
Does the individual involved have access to confidential information?
Does the issue impact or potentially impact our business?
Does the issue impact or potentially impact our relationships with customers, vendors or other service providers?
Does the issue enhance or support a competitor’s position?
To what extent would it result in financial or other benefit to the involved party?
To what extent would it result in financial or other benefit to our customers, vendors or other service providers?
To what extent would the issue or conduct appear improper to an objective or outside observer?
What are some general guidelines to follow concerning confidential company information?
Confidential information should only be disclosed internally on a need-to-know basis, and only then to those authorized to receive such information. Confidential information should only be disclosed outside the company when required by law or when necessary to further the company’s business activities in accordance with approved disclosure guidelines. Under no circumstances should confidential information be provided to any outside party without express consent from the company. Employees should not use confidential information to advance their personal interests in any way.
What is proprietary information?
Proprietary information generally refers to any information that is owned by a company. Much, but not all such information is generally considered to be confidential. Such information might include business or marketing plans, earnings and other financial data, personnel information, technical information, information relating to current and future products and services, confidential organizational data, company software and similar information.
Why is it important that our investigative information remains confidential?
Disclosure of such information can lead to false or improper conclusions. It can damage reputations, impair investigative processes and progress, impact morale and cause significant exposures for our company.
Generally speaking, what common guidelines should we follow regarding the release of our company’s financial information?
As a general rule employees are not to disclose any information that is relative to the financial condition and/or financial results of the company that is not publicly available to any outside party without prior authorization from the corporate offices. Unauthorized release of such information could not only result in significant damage to the company, but could also result in substantial legal ramifications to both the employee and the recipient of such information.
Acquiring & Using Information about Others - What type of information might this refer to? How should this information generally be handled?
Companies gather such information from a variety of different legitimate sources in order to compare and evaluate relative goods and services, marketing plans, comparative pricing and other important business strategies. This type of activity is appropriate and necessary in a competitive retail environment. Information about other companies should always be treated with sensitivity and discretion. When working with sensitive information regarding other companies, such information should only be used within the appropriate context and guidelines established by your organization
How can inaccurate and incomplete records impact the company?
Credibility and reputation, legal and regulatory obligations, financial stability, making and supporting business decisions and a vast spectrum of other business practices can all be significantly impacted by the way that we report and record information, and all data must accurately reflect transactions, processes, actions and events that occur within the company.
What are some general guidelines that should be followed regarding the documentation of company records?
Never alter, conceal, destroy or otherwise tamper with company records or other company documents except as authorized in accordance with established procedures and guidelines.
Never deliberately make a false or misleading entry in a report, record, investigative document, audit or other company documents.
Never sell, transfer or dispose of company assets without proper documentation and authorization.
Ensure that all laws, requirements and related company processes are followed when information is documented and recorded.
Ensure that no unrecorded account, fund, or asset is established or maintained.
Never destroy documents relating to actual, pending or threatened litigation or criminal proceedings where there is reason to believe such litigation or investigation is reasonably likely to resurface in the future.
Never remove or destroy records prior to the specified dates without first obtaining proper authorization.
Never “approve” or “witness” company documents where you did not approve or witness the action in proper accordance with established company procedures. (For example, approving a refund after the fact, falsely verifying bank deposit counts, etc…)
Failing to document certain actions (For example, failing to document when a restricted door is opened or a restricted area is entered) is also prohibited by most company policies and may also be considered as falsification of documents.
Falsification of information on employment applications and/or other employment documents.
LPC 105 A - Effective Working Relationships
What are some of the characteristics that are vital to building strong and healthy working relationships?
Trust – The foundation of every good relationship, trust helps forge a powerful bond that helps you work and communicate more effectively.
Mutual Respect – When you respect the people that you work with, you value their input and ideas, and they value yours. Working together, you can develop solutions based on your collective insight, wisdom and creativity.
Sincerity – Being authentic and acting with integrity creates mutual trust and respect.
Mindfulness – Those who are mindful are careful as to what they say and how they say it. This would include taking responsibility for your words and actions.
Open Communication – The better and more effectively you communicate with those around you, the richer your relationships will be. All good relationships depend on open, honest communication.
What is negotiation?
Negotiation requires flexibility. Our approach has to be appropriate for the situation and those that we are addressing. We have to be able to put ourselves in other people’s shoes and see things from their perspective, developing our position from a mutually understood platform, speaking clearly and using appropriate communication skills. We have to be able to adjust to changing circumstances, and recognize that showing an open mind can lead others to opening their minds as well. You can put together and offer the very best presentation or argument that you’ve ever made, but if it isn’t properly received by your audience, the effort is wasted. Sometimes we can get too comfortable with our own personal style of communicating, and fail to make necessary adjustments when trying to share a message.
What are some tips that can help us develop our negotiating skills?
Make every attempt to develop a positive rapport with those that you’re speaking with. Express yourself clearly, simplify the message, and educate the other party. Be patient, and really listen to what others have to say.
Plan your approach for any important negotiation. Know what you want to say and how you’re going to say it. Give some thought to what you want and why. What’s the best solution? What would be a realistic solution? What would you be willing to accept?
Be open-minded to different ways of thinking. Ask questions. Actively listen. Value those around you to add to what you can create or resolve. Encourage participation to generate approval and enthusiasm. Sometimes in order to be understood, we must first be willing to understand others.
Be creative as you look to reach solutions. Seek positive outcomes and be willing to listen to a different approach or point of view if you believe that point of view presents a better solution. Go into the discussion with an open attitude. Stay focused on success and others will take notice.
Focus on interests rather than positions. Find positive points to build on rather than focusing on points of disagreement. Explore perspectives and needs, and put choices on the table. Describe your purpose. Get to the core of the problem.
Always have your goals at the forefront of your thinking, and stay focused on the big picture. Strive to win the big battles rather than wasting time and energy on trivial points. Keep reminding yourself what you hope to accomplish and stay the course. Take responsibility for achieving results.
What is compromise? What is the value of compromise?
Compromise can be simply defined as a settlement of our differences reached when each side of the disagreement makes concessions. Compromise can also be described as blending the qualities of two different things, integrating the parts to create something better.
That perspective leads to greater understanding, and improves our ability to reach valuable compromises - those that can truly make a difference in achieving our objectives, in the success of our program and ultimately the success of the entire company. There are many ways that we could illustrate the value of effective compromise. However, none can provide a better example than when we see how our ability to gain perspective, make concessions and reach mutually beneficial agreements than when it is reflected in the success of our department and our business.
What are some of the primary goals of effective communication?
The primary objective of effective communication is to create an atmosphere of continuous understanding, and strengthen the bonds between people. It is a means to close interpersonal gaps and achieve common goals.
What are some of the primary components of effective communication?
Our primary goal should be to look for ways to avoid a poor exchange of understanding, and enhance the skills that lead to improved communication.
Keep it Simple. The most powerful messages are often the simplest ones. People are drawn to what’s easy to understand. Keep your message as simple and as clear as possible, and ensure that the core concept of your message is understood before adding more detail.
Keep it in Perspective. Not all people think, feel, interrelate or communicate the same way. Education, intelligence, cultural differences, and/or a wide array of other factors can influence someone’s ability to clearly understand your message.
Consider your Point of Reference. Realize that the person you’re communicating with doesn’t necessarily know what you know. This may seem like a simple point, but it reflects a big problem many people have with their communications. They don’t think about what their audience likely does and doesn’t know, and just assume that person has all the needed background information to interpret the message (For example, “The door is locked” doesn’t necessarily tell us which door is locked). Without the necessary information, the message may not be clearly understood.
Keep it Real. Don’t use bells and whistles to try and make your message seem more important. If what you’re trying to say is genuinely important, you don’t need to dress it up by using big words or fancy packaging. The concept you’re trying to get across should be powerful enough to stand on its own. If something needs to be made to sound important in order to make an impression, it’s a good bet it wasn’t that impressive to begin with.
Avoid Distractions. Reduce noise and/or anything else that might interfere with your ability to communicate your message. Every distraction is a potential deterrent to the conversation, and your message has to be heard before it can be understood.
Eliminate Unnecessary Words. They typically add very little to the point we are trying to make, and may even detract from the message you are trying to convey.
Show Respect. People are much more likely to engage in communication when we show the proper respect. Our communication should be designed for the benefit of our intended audience. We should focus on what they’re going to hear, and the impression that it’s going to make on them.
What are some of the non-verbal cues that we should consider to help us further develop our communication skills?
Be aware of gestures. Many people talk with their hands, but it is nonetheless important to be aware of this habit and ensure that you do not send the wrong message or mixed signals as a result.
“Look ‘em in the eye”. You can help ensure that you are being both heard and understood by looking a person in the eye when you speak. This also helps to engage them in what you are saying and makes it easier for the other person to focus on you as you are focused on them.
Stand up straight - don’t slouch. Standing up straight will serve as a display of confidence and control. Avoid leaning when you are having a professional conversation.
Articulate. While this is really more of a verbal skill, we mention it here not to emphasize the selection of words that you use, but rather to focus on the volume, tone and speed of your speech. You will lose meaning, or confuse the impact of your words if you talk too fast, too slow; too loud or too low. Your tone can also have a negative impact on your effectiveness if it is not appropriate to the meaning you are trying to convey.
Avoid Pointing. As a means to show direction, pointing may be appropriate, but in communication it can be considered offensive.
Facial Expressions. Be aware of what your face is telling people. Remember that the human body has an autonomic response that may cause you to look one way when you are saying another. You may be trying to show contentment when your face is showing concern. You may also respond with a look of confusion or disgust to comments you are listening to from others, when it is more appropriate to remain neutral.
What are three primary steps when preparing a written business message?
Determine what your purpose is for writing. Why are we reaching out to the person that we are attempting to communicate with, and what do we hope to convey or accomplish?
Logically organize your message around your main points. Manage the document to ensure that you share the message fully and with due consideration for your intended goals and objectives.
Decide what details you need to support your main points. What information can you provide that will validate your intended message?
What additional tips can help us develop our writing skills in the business environment?
Keep it brief and stick to the point. Don’t repeat yourself and don’t write more than is necessary to get your point across.
When writing a letter, a memo or other written communication, end with the suggestion of a follow-up to discuss any questions, comments or suggestions. Include your contact information so that you can be easily reached.
Choose your words carefully. Writing allows you to take your time and carefully select your words to ensure that you make your point and get it right. Take advantage of the opportunity.
Don’t rush it! Whether it is a letter, a memo, a policy or an email, creating a draft is always a good idea. It is also a good idea to save the draft and walk away and let some time pass before you go back and re-read and see if you are still making the point you want to make, the way you want to make it. This is especially true if you are responding in anger or frustration. Always walk away and revisit before you launch a letter that you might later regret.
Proofread and have others review the document when appropriate. It is always valuable to have a second opinion, and it shows others that you respect their point of view. We all have a collection of people to choose from to help us get it right.
Don’t use capital letters unless it is appropriate. USING CAPITAL LETTERS IN WRITTEN COMMUNICATION CAN GIVE THE APPEARANCE OF SHOUTING.
Write the way that you speak. Do not try to become a master wordsmith simply because you are writing a letter or an email. Do, however, make sure that you keep an eye on spelling, grammar and formatting.
What are some of the precautions that we should take when sending email messages in the business environment?
Responding too fast: Never read through email too quickly, and be careful how quickly you respond. While most email engines have the ability to retract a message, more often than not, once you hit send, that message should be considered out of your control. Proofread email and think about your response before you send it.
Sleep on it: Email is such an immediate form of communication that it often elicits the feeling that one must respond immediately. However, this is not always the best approach. There may be times when it is best to delay a response and/or to give proper time and consideration as to what to say and how to say it.
Never respond in anger: If an email has left you upset or frustrated it can be a mistake to respond immediately. Avoid jumping to conclusions, step back and get your emotions in check, re-read the document, and wait until you are able to respond appropriately. If you read an email and you still find yourself either confused, frustrated or angry - try using the phone or some other means to talk things through before you jump to the wrong conclusion. Remember, once it is in writing, it is very hard to take it back!
“Reply to All” Function: Think about your response and your audience before you make this choice. It may be inappropriate to include a group on a simple follow up question or a personal comment intended only for the sender. Use the “Reply to All” feature carefully and be considerate of others “need to know” to either include them or not include them as appropriate.
Reread and Send: After you have prepared an email or a response to an email, always give it a quick read before hitting the “Send” button. If in that quick read you do not understand what you wrote, then it is probably pretty fair to assume the recipient or recipients will not understand it either. This also gives you the ability to double check not only content, but grammar as well. Nothing will demonstrate an inability to properly communicate more quickly than poorly structured email.
Spellcheck! Always spellcheck your response before you hit “Send”. An email with improper spelling and grammar may challenge your sense of commitment and follow-up, your attention to detail and even your intelligence. This can take away from the message you are trying to send.
What are some of the considerations that can help guide our texting decisions in a professional setting?
Consider where you are text messaging. There are times and situations where it’s clearly not appropriate to be sending text messages. Always consider your surroundings, the circumstances, and the professional impression that your actions will leave with others. For example, it may be fine to text when a live conversation via cell phone would disturb others, but it’s also considered rude to start texting when you are having a face-to-face conversation with someone. There is no excuse for texting while driving.
Consider when you are text messaging. This not only applies to your particular circumstances, but also those you are texting. For example, while it may be warranted in some situations, is it necessary for a text to be forwarded before or after business hours? Is it a legitimate reason to interrupt a business meeting or similar situation? Is the timing appropriate, or can it wait?
Don’t leave them guessing. If the recipient likely doesn’t have your cell phone number stored in their phone, make sure to let them know who you are before composing the rest of your text.
Keep it brief. Texting is an interruption-driven communication, less intrusive than calling, but more than an email. Texts should be used to share a key piece of information or ask a short question. They’re not meant for hashing out complicated situations or providing tons of detail.
Reply promptly. Since texting should be much more brief than an email, it should be easy to respond to more quickly than an email. Put it in the same context as an instant message, and reply accordingly. Again, consider your surroundings and the appropriate timing of the response.
Think about the message you are sending. It is difficult to capture a tone via e-mail or text message, so be straightforward and clear. Ensure that your message will be understood. Stick to simple words and sentences that clearly convey your intent. Always use correct punctuation and grammar.
Use texting appropriately. Texting is still considered a more casual form of communicating, even in a professional setting. There is certain information and messages that are not appropriate to be communicated by text message, and should be handled face-to-face or by telephone.
Keep it in context. Be careful that all your communications with people are not sent via text messages. Text messages should complement our professional communications—not replace them. There should be plenty of direct communication in any effective professional relationship.
What is the difference between hearing and listening?
True listening is not only hearing, but properly interpreting those words and sounds. It requires that we understand their meaning or intent. Effective listening enables us to not only hear, but to understand what is being communicated. Understanding occurs on two levels:
Emotionally, the person believes you understand what they are feeling;
Intellectually, the person feels that you understand what they are saying and what they mean.
What is paraphrasing?
Paraphrasing is simply repeating back and summarizing in your own words what you believe has been communicated. This is usually most effective when you use expressions such as:
“So, what you are saying is” , or
“In other words”
What is mirroring?
Another active listening tool is commonly referred to as Mirroring. By mirroring their body position, maintaining good eye contact, and nodding in appreciation of what is being said, you are acknowledging the other person’s contribution to the communication. You can further emphasize your recognition by summarizing what they have communicated by repeating the last words or main idea of the message.
What is the value of clarification?
Enhance our understanding by collecting better-quality information than what may be offered by verbal speech alone
Allow the other person to better explain their position
Show patience and support to demonstrate that you care about what is being said
Use questions that will slow down the communication long enough to see where it is heading and to better plan for your response
What is the goal of a good presentation?
Our goal is to convey specific messages to our audience. Most certainly our individual styles and approaches are a factor in our method of delivery; however those methods should also reflect the need for structure and organization in order to effectively communicate the desired message. By properly structuring the flow of information and organizing our discussion in a manner that is easy to follow and understand, we increase the likelihood that our message is both heard and supported.
