GIA Customer Service & Sales Ethics 1 — Questions and Answers
Question 1: What is the primary obligation of a certified professional regarding patient/client confidentiality?
- Protect all personal information and disclose only with proper authorization (Correct answer)
- Share information freely with other professionals
- Keep records only if the patient requests it
- Disclose information when it benefits the practice
Correct answer: Protect all personal information and disclose only with proper authorization
Protecting confidential information and disclosing only with proper authorization is a fundamental ethical and legal obligation of all certified professionals.
Question 2: When faced with a conflict of interest, what is the appropriate course of action?
- Disclose the conflict and recuse yourself from the situation (Correct answer)
- Proceed as normal if it benefits the client
- Ignore the conflict if it seems minor
- Discuss it only if someone complains
Correct answer: Disclose the conflict and recuse yourself from the situation
Disclosing conflicts of interest and recusing oneself ensures objective decision-making and maintains professional integrity.
Question 3: What constitutes a boundary violation in professional practice?
- Engaging in dual relationships that could impair professional judgment (Correct answer)
- Maintaining strict professional communication
- Following organizational policies
- Attending continuing education events
Correct answer: Engaging in dual relationships that could impair professional judgment
Dual relationships that could impair professional judgment represent boundary violations, potentially compromising the quality and objectivity of professional services.
Question 4: How should a professional handle a situation where they lack competence?
- Refer the client to a qualified professional or seek additional training (Correct answer)
- Attempt the work and learn from mistakes
- Accept the work to avoid losing the client
- Delegate to an unlicensed assistant
Correct answer: Refer the client to a qualified professional or seek additional training
Referring to qualified professionals or obtaining additional training when facing competence limitations protects clients and upholds professional standards.
Question 5: What is the appropriate response to witnessing unethical conduct by a colleague?
- Report the conduct through established channels and document observations (Correct answer)
- Ignore it to maintain workplace harmony
- Confront the colleague publicly
- Post about it on social media
Correct answer: Report the conduct through established channels and document observations
Reporting through established channels with proper documentation follows professional obligations to protect public welfare while ensuring due process.
Question 6: Why is continuing education important for maintaining ethical practice?
- It ensures practitioners stay current with evolving standards and best practices (Correct answer)
- It is only needed to maintain certification status
- It replaces the need for experience
- It is optional for experienced practitioners
Correct answer: It ensures practitioners stay current with evolving standards and best practices
Continuing education ensures practitioners stay current with evolving standards, new research, and best practices, directly supporting ethical and competent practice.
GIA Customer Service & Sales Ethics 1
What is the primary obligation of a certified professional regarding patient/client confidentiality?