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PROFESSIONAL RELATIONS BOTH INTERNAL AND EXTERNAL 1
Course Content Chapter 1: General Overview of internal and external relations
- Definition of concept a. Professional relations b. Internal professional relations c. External professional relations
- Professionalism a. Definition of profession b. Characteristics of profession Chapter 2: Professionalism and business ethics Professional ethics a. Relationship with clients b. c. Compliance with regulations. Chapter 3: a. The mail in the enterprise b. The processing of mails c. Mail to contentious character
Chapter 1. General overview of internal and external relations
1. Definition of concepts
a. Professional relations
It is the relation that exist when one person request and is granted professional help from a qualified person. On the other hand, professional relationship is an ongoing interaction between two people that observe a set of established boundaries or limits that is deemed appropriate under government ethical standards. Establishing proper professional relationship is the backbone of carrier development. The nature of a person’s relationship with colleagues, those under him and the management can determine success of a chosen profession. A professional relationship is typically characterized by cordiality (friendship), that does not cross over to over familiarity or inappropriate closeness. Most professions have standards that govern inter personal relationships to prevent inappropriate behaviors ranging from coercion to harassments. Failing to maintain the proper level of professionalism in a business can lead to loss of employment and legal problems.
b. Internal professional relations.
Internal professional relations heavily focuses on how employees interact with each other to accomplished tasks that affect the overall company. Internal relations are important for producing results in any marketing or business development initiatives. When two people connect because of mutual respect and admiration, they form a genuine bond that opens the door to trust. They can share ideas and enjoy each other’s company. By exchanging stories, they discover how they might help one another in the company; this is exactly what a good business relationship is all about. Often, conversations are found to be more important than emails and videos etc. Managers need to reach out to the people doing the work for the company. Too often, top executives spend the majority of their time other top executives. Leaders must realize that the work of a company is done at all levels and every member or actor in a team is important and makes a difference.
c. External professional relations.
External professional relations focus on the organization’s stakeholders such as customers, suppliers, competitors, local community and the government. These stakeholders can be an opportunity or a threat to an organization.
living. Every professional has an occupation, but not every person with an occupation is a professional.
In summary, a "Professional" is someone who derives their income from their specific expertise or
talent, as opposed to an untrained hobbyist or amateur. However, in the Professions a "Professional" has a broader meaning, typically around some moral or ethical foundation within the practice of a specific and usually established expertise. A Professional is a member of a Profession. Professionals are governed by codes of ethics, and profess commitment to competence, integrity and morality, altruism, and the promotion of the public good within their expert domain. Professionals are accountable to those they serve and to society. b. Characteristics on a profession. A profession is characterized by the following:
- Professionalism requires higher education, from sociological definition of professionalism, the prerequisite to considering someone a professional is to finish college hence the logically concluding that a professional must have an appropriate title, like a well recognized certificate. However it is important to point out that in the world today, there is a great variety of tittles in the educational sector. For example when you acquire a doctorate/PHD degree, you are referred to as a Doctor and Professor. for example for one to get a title as a medical Doctor he must finish the medical school, and to be seen as a specialist, he must further his education by specializing in a particular field of medicine. Thus by assigning titles, the state guarantees that a person has became a professional after haven being trained to perform a profession requiring a university degree. It is therefore legal to put your title on all your official documents because it gives your audience (students, clients) the information that a person is able to provide the service they need.
- Professions are based on science and theoretical knowledge while craft are based on experience. A professional does not only deal with routine task, he solves problems by using scientific knowledge e.g a civil engineering must use his knowledge of basic sciences (mathematic, physics, statistics, mechanics) to be able to design a bridge. Also a doctor uses his medical knowledge to diagnose what his patient is suffering from and has to prescribe the right medication for them. On the other hand, craft men also solve problems; e.g a plumber tries to find out why a sink is blocked and looks for a means to unblock it. However, what distinguishes the professional from the craftsman is his ability to solve a typical problem by using scientific knowledge. So while the quarter doctor will do try and error in prescriptions, the professional medical doctor will do diagnoses, doing test to know exactly what the patient suffers from before doing prescriptions.
Key points to keep. Six Characteristics of a Profession Renders a specialized service based upon advanced specialized knowledge and skill, and dealing with its problems primarily on an intellectual plane rather than on a physical or a manual labor plane. Involves a confidential relationship between a practitioner and a client or an employer. Is charged with a substantial degree of public obligation by virtue of its profession of specialized knowledge. Enjoys a common heritage of knowledge, skill, and status to the cumulative store of which professional men are bound to contribute through their individual and collective efforts. Performs its services to a substantial degree in the general public interest, receiving its compensation through limited fees rather than through direct profit from the improvement in goods, services, or knowledge, which it accomplishes. Is bound by a distinctive ethical code in its relationships with clients, colleagues, and the public.
Professional codes of conduct provide benefits to: the public, as they build confidence in the profession’s trustworthiness clients, as they provide greater transparency and certainty about how their affairs will be handled members of the profession, as they provide a supporting framework for resisting pressure to act inappropriately, and for making acceptable decisions in what may be ‘grey areas’ the profession as a whole, as they provide a common understanding of acceptable practice which builds collegiality and allows for fairer disciplinary procedures Others dealing with the profession, as the profession will be seen as more reliable and easier to deal with.
2. Relationship with customers/clients:
Relations with clients/customers is based on three fundamental principles a. Emotional neutrality and non discriminatory approach : a professional should not discriminate among his/her customers/clients.. All customers/clients must benefit from the same quality service offered irrespective of their nationality, race, class, gender or sexual orientation. A surgeon must make every effort to save a wounded thief; a lawyer must defend a serial killer or a rapist by using all his knowledge the same way he defends an innocent client, a HRM must be very just and fair in recruitment to all postulants irrespective of the presence of his family relation. If a professional accepts to carry out a job for a customer or client he has the obligation to put in his best to satisfy that client/customer. b. the effect on customer benefits : profit is not the only motivational factor for a professional but the love of his job. A university professor should love his/her job and find pleasure in sharing his knowledge with his students in order to contribute to the development of the society. The priority of a professional Human resource manager should be the recruitment of qualified employees for his/her organization to help in the growth of the organization; a physician’s primary objective must be the health of his patients. Thus a professional is he who strives at all times to render his/her services professionally to the point where all his clients/customers are satisfied. c. professionals must stand against bribery and favoritism : a professional has as an obligation to reject any immoral act including bribery ,favoritism and nepotism(the act of using your power or influence to get good jobs or unfair advantages for members of your own family). To ensure this, we need rules to govern our ethical behavior. It is important that ethical behavior becomes a habit for professionals and not just a respect of rules and fear of punishment.
3. Relationships of professional and fellow colleagues:
There are three basic elements of professional relationships with colleagues which are equality, support and knowledge transfer. Equality; a professional should treat others equally and with respect. Each employee or colleague is as important in an enterprise as the other, so because you are more professional than the other does not give you the right to behave poorly towards others be it internally or externally. Support: professionals support one another and understand one another. It’s very unprofessional to talk poorly of a fellow colleague because you want to gain favor or steal a client. If a client wants to leave from one bank to another, he has to show a letter of non indebtedness from his initial bank to his new bank, this is prove that he has notified his formal bank of his intention to leave and has no pending financial engagement with them. Knowledge transfer: for purpose of continuity, professionals have to transfer knowledge be it at schools or and work. Knowledge is meant to be shared. We are trained to train. We became processionals because others trained us and others shared their knowledge with us. In summary, professionals most be colleagues who mutually support each other and share knowledge and ideas with others while respecting every person and treating each other equally.
4. Compliance with regulations.
Compliance with regulations is not only a legal must but it’s also an ethical obligation for a professional. An engineer must respect static regulations on protection against earthquakes and other disasters. Strict adherence to regulations gives clients the confidence that a professional will deliver quality work thus the most important element of professional ethics. 5. CODE PROVISIONS FOR HUMAN RESOURCES PROFESSIONALS PROFESSIONAL RESPONSIBILITY Core Principle As HR professionals, we are responsible for adding value to the organizations we serve and contributing to the ethical success of those organizations. We accept professional responsibility for our individual decisions and actions. We are also advocates for the profession by engaging in activities that enhance its credibility and value. Intent To build respect, credibility and strategic importance for the HR profession within our organizations, the business community, and the communities in which we work. To assist the organizations we serve in achieving their objectives and goals. To inform and educate current and future practitioners, the organizations we serve, and the general public about principles and practices that help the profession. To positively influence workplace and recruitment practices. To encourage professional decision-making and responsibility. To encourage social responsibility.
Guidelines
- Be ethical; act ethically in every professional interaction.
- Question pending individual and group actions when necessary to ensure that decisions are ethical and are implemented in an ethical manner.
- Seek expert guidance if ever in doubt about the ethical propriety of a situation.
- Through teaching and mentoring, champion the development of others as ethical leaders in the profession and in organizations. FAIRNESS AND JUSTICE Core Principle As human resource professionals, we are ethically responsible for promoting and fostering fairness and justice for all employees and their organizations. Intent To create and sustain an environment that encourages all individuals and the organization to reach their fullest potential in a positive and productive manner. Guidelines
- Respect the uniqueness and intrinsic worth of every individual.
- Treat people with dignity, respect and compassion to foster a trusting work environment free of harassment, intimidation, and unlawful discrimination.
- Ensure that everyone has the opportunity to develop their skills and new competencies.
- Assure an environment of inclusiveness and a commitment to diversity in the organizations we serve.
- Develop, administer and advocate policies and procedures that foster fair, consistent and equitable treatment for all.
- Regardless of personal interests, support decisions made by our organizations that are both ethical and legal.
- Act in a responsible manner and practice sound management in the country (ies) in which the organizations we serve operate. CONFLICTS OF INTEREST Core Principle As HR professionals, we must maintain a high level of trust with our stakeholders. We must protect the interests of our stakeholders as well as our professional integrity and should not engage in activities that create actual, apparent, or potential conflicts of interest. Intent To avoid activities that are in conflict or may appear to be in conflict with any of the provisions of this Code of Ethical and Professional Standards in Human Resource Management or with one's
responsibilities and duties as a member of the human resource profession and/or as an employee of any organization. Guidelines
- Adhere to and advocate the use of published policies on conflicts of interest within your organization.
- Refrain from using your position for personal, material or financial gain or the appearance of such.
- Refrain from giving or seeking preferential treatment in the human resources processes.
- Prioritize your obligations to identify conflicts of interest or the appearance thereof; when conflicts arise, disclose them to relevant stakeholders. USE OF INFORMATION Core Principle HR professionals consider and protect the rights of individuals, especially in the acquisition and dissemination of information while ensuring truthful communications and facilitating informed decision- making. Intent To build trust among all organization constituents by maximizing the open exchange of information, while eliminating anxieties about inappropriate and/or inaccurate acquisition and sharing of information Guidelines
- Acquire and disseminate information through ethical and responsible means.
- Ensure only appropriate information is used in decisions affecting the employment relationship.
- Investigate the accuracy and source of information before allowing it to be used in employment related decisions.
- Maintain current and accurate HR information.
- Safeguard restricted or confidential information.
- Take appropriate steps to ensure the accuracy and completeness of all communicated information about HR policies and practices.
- Take appropriate steps to ensure the accuracy and completeness of all communicated information used in HR-related training.
- Every email needs at least one recipient but if you are including more recipients consider using the CC (Carbon Copy) field , this keeps those extra readers in the loop without requiring them to respond e.g to: [email protected] cc: [email protected] [email protected]
- Make your greetings brief and friendly ; address the recipient by name if you know him. The first name is preferable if you are more familiar with the recipient e.g Hi Coretta, and use their last name if you want to be more formal e.g Dear Ms Mimba.
- In the body of your email start with your main point so it’s easier to find and keep your writing concise and focused on your readers. e.g I need to be out of the office June 27, but I’m still looking for someone to cover my shift that day. If you are interested in swapping please give me a call or email me back.
- If you need a response from your leaders include a call to action so they know how to respond. e.g Please give me a call or email me back. 8. If you attached a file to your email, be sure to mention it. e.g I’ve attached a PDF of my June schedule.
- As you reach the ending, offer a quick fare well such as thanks or sincerely, then give your name and contact information. e.g Thanks Coretta 677180795
Conclusion Writing concise emails is a powerful skill that you can develop through consistent practice. Keep writing and learning; you will became an effective communicator with every email you send. Full email To: nick [email protected] Subject: shift swap request for June 27 Hi nick, I need to be out of the office on June 27, but I’m still looking for someone to cover my swift that day. If you’re interested in swapping shifts with me, please give me a call or email me back and we’ll work something out. I’ve attached a PDF of my June schedule so you’ll know when I can swap with you. Thanks Coretta 677180795 Exercises. Situation 1 You would like to inform a customer (who is a contractor) that the shipment of ceramic tiles he ordered last week will be delayed. You have known this customer for 10 years and have a good working relationship with him. Write an email and include the following:
- inform him about the delay and give reasons
- ask if he might consider an alternative product
- describe a similar alternative that is available immediately (e.g., colour, size, material)
- apologize for any inconvenience
- end the message appropriately Situation 2
B. THE PROCESSING OF MAILS
The process of mailing is the treatment of both internal and external mails in an enterprise. Some important definitions in the mail service: The mail room : This is the name of the department or the room where mail is sorted internally within a large organization. Pigeon hole : This is the departmental system of mail delivery for employees that don't have a desk Post master: This person usually works independently and is responsible for a company's incoming and outgoing mail. They are in charge of the mailroom and all of the employees that work there. Mail boy: is the traditional name for the mailroom clerk who collects and delivers mail within a large organization. A 'mail boy', delivers mail for other employees in different departments using a mail cart or a trolley often sorting as he goes using the pouches or wallets that are part of the trolley. It is typically the most junior of roles and many employees start here so they can get a feel for the entire organization, get to know everyone rapidly, and then to decide where in an organization they would like to train for and work within. In the modern workplace it is a role suitable for people with learning difficulties and helps an organization meet legislative quotas. A trolley with many slots is frequently used so that sorting can take place while the trolley does its rounds thereby reducing the amount of mail that has to be sorted in the mailroom. Letter trays: This is where mail is delivered to or received from when an employee has a desk. Each desk has a minimum of three letter trays labeled, in, out and pending. The in tray is where mail is received. The out tray is mail that is waiting to be collected. The pending tray is for documents that cannot be worked on at present because input from another person is required, or the requests are low priority. Sometimes additional trays are used for post, filing, dictation, etc. according to the needs of the individual or organization.
1. INTERNAL MAIL This is the name for mail which is sent and received between employees and departments. Internal mail will often use a special envelope which can be reused. Treatment of incoming mails In a large organization with many employees, there is always an internal mail system. The post room sorts the incoming mail and the 'mail boy' takes it around on a trolley to the various offices and
places them on the desks of people concerned. The incoming mail must be dealt with systematically and efficiently so that it can be distributed quickly as possible. a. Procedures for treating incoming mail Sort all the envelopes and packets making sure that those marked confidential or private are kept separately Remove and unfold the contents, where there are enclosures, fasten them together neatly; make sure nothing is left in the envelope. Stamp each paper with a date stamp except cheques or money Where a cheque or other remittance is enclosed, make note of amount and method of payment on the accompanying paper, and report any dissimilarity to the chief clerk. Sort the correspondence into departments or sections so that it is ready for distribution to the “in” trays in each office. Letters marked “private”, personal or confidential should be placed on the top of correspondence in appropriate delivery baskets. When dealing with letters containing money, after the amounts have been checked, details of each item are entered into the remittance book which is taken and together with the money to the chief who should sign in the book for each item handed to him. Example of remittance book Date Name of sender Amount Type of enclosure Received by observation b. Registering incoming mails: When all the mails have been opened, enclosures removed and the mails stamped, they are registered in an incoming mail register. received No or reference Sender’s address Subject Department or individual concerned Enclosure Observation dat e time Each time the mails are sorted and registered, they should either be diffused direct or sent back to the head of the enterprise who notes them before diffusion.
- Clothing Industry Department File Central filing Distribution : after all the above operations have been carried out, the mails are distributed to the various departments or persons, awaiting responses. Outgoing mail register sent N° or reference Sender’s address subject organisation or individual concerned Enclosure observation dat e time
How to Write a Business Letter to an Employer
Writing a formal letter to your boss can feel out-of-this-world scary and intimidating.
Whether it is to request time off or tender your resignation, it is a good skill to learn as you go
out into the working world. Keeping a template in mind will help you greatly along the way.
Whether you are asking for an extended leave, turning down a job offer or tendering your
resignation, writing a business letter to an employer needs to follow certain basic guidelines. If
it's your first communication with an employer, keep in mind the letter will play a major role in
his forming a first impression of you. Print your letter on heavyweight white or cream bond
paper, using a high-quality printer. Enclose the letter in a matching envelope.
1. Think About Your Intent; What is your focus here? What do you want your end result
to be? Being clear with yourself not only what you want to say but why you need to say
it helps when writing to your boss. Plan what you want to say in your letter before you
start writing. You should have a clear purpose for writing it, important information you
want to convey and a timeline for what you are outlining in the letter. It’s important to be
honest about what you want to convey.
2. Use letterhead if you have it. If not, type your full name and address in boldface,
centered at the top of the page. Include the date you are writing the letter. Flush with the
left margin; type the name, title, company name and address of the employer to whom
you are writing.
You’re Contact Information
Name
Company address.
Your direct company phone line.
Email address.
