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Professional behaviour framework: protocol

Professional behaviour framework: protocol (4:24)
Hello everyone. My name is Simon. I’m a Master student in the study of pharmacy and have been working with Nestor support for the past two years, helping university teachers and students with digital examinations in the online learning environment. In this video, I will discuss the elements of professional framework that are related to protocols. Protocols, in a strict sense, are a set of written and unwritten codes of conduct, organisation culture, or way of working. Protocols are related to three parts in the professional framework. One– proper response. Two– procedures. And three– task distribution. When you apply the framework in a correct way, a proper response will be the result.
A proper response is a combination between left and right triangle of the framework. Communication in line with expectation management on the left, combines with procedures and cost distribution on the right. Jon explained the left triangle about control in the previous video. I will now discuss the two remaining parts– procedures and task distribution. Let’s starts with an example. You work at the support desk and a student comes over with the question. He or she asks you how the exam enrollment procedures is organized at the faculty. You should tell the student the procedure, and ask if everything is clear, and if he or she understood your answer. So, you combined communication with expectation management, and with the procedure parts of the framework.
If the same student also wants to request an exemption for this exam, you should direct the student to one of your colleagues, since you do not have a say about this, following the task distribution and procedures of the exam committees. So procedures are in place to standardise reactions and outcomes. Let me provide you with another example. A friend of mine works at the student administration of the faculty. The student administration department is responsible for all administrative processes, and contacts with students about, for instance, enrollments, tuition fees, study advice, exams, or schedules. My friend closely works together with the exam committees, and has to think about all rights and obligations of students.
Every request of the students should be processed by following standardised procedures, and mistakes can have a large influence on the situation of the student. For example, he or she might not be able to participate in an exam in a given semester, and the department has a very formal way of organising the work. A standardised reaction is very important in the example of my friend, since student A should always receive the same message and follow the same procedure as student B. Procedures can also help organisations quickly handle stressful situations. Procedures will be followed then, in order to ensure a standardised reactions from the target group. For example, in the public buildings of the Netherlands,
they tested alarm every first Monday of the month at 12:00.
Everyone knows this, so nobody evacuates the building at that moment. Another example I can think of, is when we have a server problem during a digital examination. We have an emergency procedure ready to print the exam on paper. Task distribution will be different in every department, university, or organisation. Regarding our student administration, think about the following question– Whose task is it to exempt the student from the exam? And when you’re a student assistant to teaching duties, your tasks consist mainly of facilitating small group teaching sessions, and not of providing a lecture to a big group or writing exams.
The task distribution also relates to your circle of influence, because the situation is sometimes part of your circle of concern, but not of your circle of influence. This could be the case when it is not your task to handle or solve a given situation. Think back to the example of my friend who referred the students who want an exemption from an exam to colleagues. We have now explained our professional framework. In the next step, you will discussion your own examples of professional behaviour, and I hope that you can link these examples to parts of the professional framework.

In this video, Simon will explain the “protocol” part of the professional behaviour framework about procedures and task distribution.

View Simon’s profile on FutureLearn.

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