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Professional behaviour framework

Professional behaviour framework
Professional behaviour consists of three components. Being in control, having knowledge, and protocols. Knowledge is the central component of the framework. Without knowledge there can be no professional behaviour. Knowledge of the organisation, systems, stakeholders, et cetera is vital to be in control of a situation. And also knowledge of the protocols that are in place. In order to be in control clear communication combined with expectation management is crucial. Protocols which are in place in the organisation deal with procedures and task distribution. A procedure can be, for example, to provide students with feedback on their assignment no later than five days after they handed it in.
Task distribution connects to the level of responsibility someone has in an organisation and the tasks that go along with it. When being in control of a situation is combined with following the established protocols the result will be a proper response.

Students at Nestorsupport (the helpdesk of the online learning environment of the University of Groningen) have to act professionally at all times. But what is professional behaviour?

As you probably noticed during the discussion earlier, many different definitions of professionalism exist. That is why Nestorsupport developed a framework that can help them in defining professionalism. In this step, the overall framework will be explained.

In the next two steps, Jon and Simon will explain different parts of the framework more in depth.

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