Professional Practice, Ethics and Workplace Communication
This domain tests conduct and communication: working within your competence, honesty about materials and money, respecting customers and colleagues, and recording instructions so nothing is disputed later. Scenario questions set a small ethical dilemma and ask for the most professional response.
Conduct
- Work only within your competence; refer gas, electrical and structural work to qualified people.
- Be honest about materials, quantities and time; never substitute substandard pipe or fittings without written agreement.
- Refuse bribes and supplier kickbacks, and declare any conflict of interest.
- Respect the customer's property and privacy; the Data Protection Act, 2012 (Act 843) covers customer records.
- Keep appointments, wear identification, stay sober, and treat all customers and colleagues equally.
Communication
- Confirm instructions back to the customer: "so the leak is under the basin, not in the cistern".
- Use plain language with customers and technical terms with colleagues; jargon used to hide a mistake is unprofessional.
- Record everything: job cards, site diary, photographs before and after, measurements, materials used and time taken.
- Put variations in writing and obtain a signature at handover.
- Report hazards to your supervisor and raise them at toolbox talks.
Worked example
A customer asks you to skip the pressure test to save a day and offers GHS 200 extra. Response: explain in plain terms that the test proves the joints hold, protects them from a leak inside a wall, and must be done before the pipework is covered. The extra payment would be unrecorded and would compromise your professional judgement. Record the request and your advice on the job card, ask for written instruction if they still refuse, and refer the matter to your supervisor. Reason: ethics and safety outrank a tip, and the written record protects both parties.
Traps
- Discussing one customer's job or address with another customer.
- Accepting gifts or payments that could influence a technical decision.
- Carrying out scope changes on a verbal instruction only.
- Using jargon to avoid admitting a mistake.
- Promising a completion date or price before you have the facts.