What would you do? Your weekly ethical dilemma challenge

Thursday 2 May, 2019
by John Neil
A manager oversees a team of front facing customer service staff. She has been working hard to improve the level of respect shown by staff to customers.

A manager oversees a team of front facing customer service staff. She has been working hard to improve the level of respect shown by staff to customers.

One team member continues to be consistently rude to customers, which he justifies on the basis that he sees more customers in a day than any other team member. Frustrated by the impact this is having on the morale of her team and their culture, and the ineffectiveness of her attempts to change the behaviour of this team member through on the job feedback, the manager wishes to initiate a formal performance management process.

This is likely to consume large amounts of time and energy over the next 12 or more months. The company is currently offering generous redundancy packages.

What would you do? What ethical considerations would you give to your decision-making? Why? Why not?

We encourage you to post your answers in the comments so we can create a healthy discussion, with the aim of learning from our peers, becoming aware of differing perspectives and challenging our own biases.

If you would like to submit an ethical dilemma to feature in an upcoming weekly challenge please email: dilemma@thebfo.org.


Photo by Hongmei Zhao on Unsplash

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The Oath

  • Trust is the foundation of my profession.
  • I will serve all interests in good faith.
  • I will compete with honour.
  • I will pursue my ends with ethical restraint.
  • I will help create a sustainable future.
  • I will help create a more just society.
  • I will speak out against wrongdoing and support others who do the same.
  • I will accept responsibility for my actions.

In these and all other matters;
My word is my bond.

The Vision

A banking and finance industry that meets the community’s needs and has its full confidence thereby fulfilling its integral role in society.