Course Details

Hi, and Welcome to this eLearning module on Introduction to Code of Conduct.

Course Duration

The total duration of the module is approximately 25 minutes. It is recommended to use your
earphones for an enhanced learning experience.

Course Navigation

Let’s get familiar with the course navigation.

Click the menu icon to view the sub-menu listed in the course.

Use the next and previous buttons to navigate forward and back in the course. Use the pause, play,
and replay buttons to regulate the content on screen.

Please note that the Next option will be activated when the learner completes all the sections and
visits all the tabs.

Objectives

In this module, you will –

 Understand the foundational principles of Mahindra Holidays & Resorts India Ltd.'s Code of
Conduct.
 Recognize the importance of ethical behaviour, compliance with regulations, and the
obligation to promptly report any breaches.
 Gain insight into the decision-making process when faced with ethical dilemmas, considering
legal, policy, and cultural aspects.

Chapter 1: Introduction

Hi! I am Ravi, your compliance executive and let me begin with a quote by C.S. Lewis - "Integrity is
doing the right thing, even when no one is watching."

Welcome to the module on Mahindra Holidays & Resorts India Ltd.'s Code of Conduct, where
integrity isn't just a virtue; it's our way of life. At its core, the Code serves as a compass, guiding us
towards ethical behaviour and responsible decision-making.

Suppose you're a reservations agent at one of our resorts. A guest accidentally leaves behind a
significant amount of cash. What would you do?

The Code serves as your guide, reminding you to act with integrity by ensuring the cash is returned
to its owner promptly.
At Mahindra Holidays & Resorts India Ltd. (MHRIL), integrity is fundamental to everything we do. Our
philosophy revolves around integrity in all our operations to build trust among our customers,
colleagues, partners, and communities.

Now suppose you're a sales executive at Mahindra Holidays & Resorts India Ltd. (MHRIL), responsible
for selling vacation packages to potential customers. During a sales presentation, a potential client
offers you a cash incentive to secure a better deal on their booking. What should you do according to
MHRIL's Code of Conduct?

A) Politely decline the cash incentive and explain that accepting gifts or incentives is against
MHRIL's Code of Conduct.

B) Accept the cash incentive to secure the booking and meet your sales targets.

C) Accept the cash incentive but report the incident to your manager afterward.

D) Accept the cash incentive and use it to provide discounts to the client, ensuring they get a better
deal without violating the Code of Conduct.

If the learner clicks on A) - That’s correct! Option A aligns with MHRIL's Code of Conduct, which
prohibits employees from accepting gifts or incentives that may influence their decision-making. By
politely declining the cash incentive and explaining the company's policy, you uphold ethical
behaviour and maintain the integrity of the organization.

If the learner clicks on any other option- Oops! That’s incorrect. Option A aligns with MHRIL's Code of
Conduct, which prohibits employees from accepting gifts or incentives that may influence their
decision-making. By politely declining the cash incentive and explaining the company's policy, you
uphold ethical behaviour and maintain the integrity of the organization.

But who does this Code apply to? The answer is simple - everyone. Whether you're a frontline staff
member or a senior executive, whether you work in Mumbai or Madrid, the Code is your guiding
light towards ethical conduct. Whether you're a guest relations manager handling guest complaints
in Goa or a finance manager preparing budgets in Bengaluru, the Code guides your actions to ensure
ethical behaviour, regardless of your role or location.

Importance of Compliance

Compliance with the Code is not just encouraged; it’s Mandated. The Code emphasizes the
mandatory nature of adherence, stressing the significance of ethical conduct, regulatory compliance,
and the prompt reporting of any breaches.
Suppose you're a senior manager overseeing a project. The Code reminds you to lead by example,
demonstrating integrity in your decisions and actions, thereby earning the trust and respect of your
team and stakeholders.

Reporting non-compliance isn't just encouraged; it's our duty to ensure transparency and
accountability, safeguarding the integrity of our organization.

Chapter 2: Ethical Practices and Guidelines

Now that we've explored the foundational principles of the Code, let's delve deeper into what it
expects from us on a day-to-day basis. The Code outlines expected behaviours, including ethical
conduct, compliance with regulations, and the obligation to promptly report any breaches.
Therefore, it becomes increasingly important for employees to take on greater responsibility and
comprehend how to apply these principles in accordance with the code of conduct.

Code of conduct goes beyond mere compliance, fostering a culture of ethical decision-making and
accountability throughout the organization. Now let’s take a look at this scenario:

Change

During a routine expense audit, a junior employee notices irregularities in the reimbursement
requests, including personal expenses such as a family dinner bill being submitted for
reimbursement.

What should the junior employee do according to Mahindra Holidays & Resorts India Ltd.’s Code of
Conduct?

A) Ignore the irregularities to avoid confrontation and potential backlash.

B) Discuss the irregularities with colleagues to gather opinions before deciding on the appropriate
course of action.

C) Immediately report the irregularities to their immediate supervisor or the compliance

department, following the procedures outlined in the Code of Conduct.

D) Confront the individual responsible for the irregularities directly before escalating the matter.

If the learner clicks on C) - That’s correct! Option C aligns with the principles outlined in the Code of
Conduct, which emphasizes the obligation to promptly report any breaches or irregularities.
Reporting the issue to the appropriate authorities ensures transparency, accountability, and upholds
ethical standards within the organization.

If the learner clicks on any other option- Oops! That’s incorrect. Option C aligns with the principles
outlined in the Code of Conduct, which emphasizes the obligation to promptly report any breaches
or irregularities. Reporting the issue to the appropriate authorities ensures transparency,
accountability, and upholds ethical standards within the organization.
Let us look at another scenario to understand what you should do demonstrate ethical behaviour.
During a team meeting, a senior manager suggests manipulating sales data to meet quarterly targets.
Several team members express discomfort with the proposal, but the manager insists it is necessary
to appease stakeholders. What should the team members do according to Mahindra Holidays &
Resorts India Ltd.'s Code of Conduct?

A) Agree to manipulate the sales data as instructed by the senior manager to avoid conflict.

B) Voice their concerns to the senior manager privately after the meeting and comply with the
instructions if the manager does not change their stance.

C) Refuse to participate in manipulating sales data and report the incident to the compliance
department or HR, following the procedures outlined in the Code of Conduct

D) Confront the senior manager publicly during the meeting and challenge the unethical suggestion.

If the learner clicks on C) - That’s correct! Option C aligns with the principles of ethical behaviour
outlined in the Code of Conduct. Refusing to participate in unethical activities and reporting the
incident to the appropriate authorities demonstrates integrity and adherence to ethical standards
within the organization.

If the learner clicks on any other option- Oops! That’s incorrect. Option C aligns with the principles of
ethical behaviour outlined in the Code of Conduct. Refusing to participate in unethical activities and
reporting the incident to the appropriate authorities demonstrates integrity and adherence to ethical
standards within the organization.

But how do we ensure everyone is equipped to uphold these principles?

It is the responsibility of every employee to be well versed with the code of conduct guidelines.
Include this in conversations with peers, new joiners into the team, team meetings to reinforce
awareness and understanding of the code. By fostering consistent application of the code each
employee plays a pivotal role in promoting a culture grounded in ethical standards.

Ethical Decision-Making:

Ethical decision-making is a cornerstone of our organization. The Code provides a structured

approach, guiding individuals through complex ethical dilemmas. Whether seeking guidance or
reporting instances of non-compliance, use the code as your guide.In dealing with complex
situations, it’s vital to consider the legal, policy, and cultural aspects before taking action. Let’s
understand our ethical decision making framework with the help of a scenario.

An employee working in the procurement department receives a lucrative offer from a supplier to
provide personal gifts and favours in exchange for securing a contract with MHRIL. The employee is
unsure whether accepting these gifts is acceptable. Interactivity. Let’ start by asking question, Is this
legal?

 Yes
 No

(Click on the option you find appropriate) If the learner clicks on yes: Are you sure? If yes, proceed to
the next step. However, accepting personal gifts from suppliers violates company policies and
potentially conflict with anti-bribery laws. If the learner clicks on No: Stop immediately and seek
guidance. Contact the Chief Ethics Officer for clarification and assistance. Next, we need to ask - does
it comply with our policies?

 Yes
 No

(Click on the option you find appropriate)

If the learner clicks on Yes: If the action aligns with our policies, it may be suitable to proceed.
However, accepting personal gifts from suppliers violates company policies and potentially conflict
with anti-bribery laws.

If the learner clicks on Not sure: Seek guidance promptly. Contact the Chief Ethics Officer for
clarification.

If the learner clicks on No: Halting the action is imperative. Contact the Chief Ethics Officer
immediately.

Lastly, ask if it complies with our values and culture?

 Yes
 No

(Click on the option you find appropriate)

If the learner clicks on YES: If the decision aligns with our values and culture, it's likely appropriate to
move forward. However, accepting personal gifts from suppliers violates company policies and
potentially conflict with anti-bribery laws.

If the learner clicks on No: Pause and reconsider. If the decision conflicts with our values or culture,
seek guidance from the Chief Ethics Officer before proceeding.

Considering the legal, policy, and cultural aspects, the employee decides that accepting the gifts is
unethical and inappropriate Employees choose to stop the interaction with the supplier immediately
and report the incident to the Chief Ethics Officer for further guidance and assistance. This decision
aligns with MHRIL's commitment to ethical conduct, ensuring integrity and fairness in business
dealings.
We maintain high ethical business standards and strictly prohibit the acceptance or offering of gifts
to stakeholders, aiming to prevent any perception of undue influence. Additionally, MHRIL adheres to
a zero-tolerance policy regarding bribery, corruption, or facilitation payments in any business
dealings, emphasizing compliance with anti-bribery and anti-corruption laws. Moreover, the
company maintains political neutrality, refraining from affiliating with any specific political party to
uphold impartiality and avoid conflicts of interest. Furthermore, all business decisions must be made
without any conflicts of interest, and employees are required to promptly disclose any such
situations. Subsections within the policy provide detailed guidelines and instructions regarding
compliance, reporting, and specific scenarios related to anti-bribery, gifts and entertainment,
political involvement, and conflicts of interest. Collectively, these policies aim to ensure transparency,
integrity, and ethical behaviour across all business operations and interactions involving MHRIL and
its stakeholders. We will deal with these policies in detail in the later modules to come.

Now let’s check your understanding with few case studies.

1) You're a marketing executive at MHRIL, and a potential client offers you a lavish gift in exchange
for securing a contract. What should you do?

A) Accept the gift and proceed with securing the contract, as it's a gesture of appreciation.

B) Politely decline the gift and explain that accepting such favors is against MHRIL's Code of
Conduct.

C) Accept the gift but report the incident to your manager afterward.

D) Accept the gift and use it to provide perks to the client, ensuring a better deal without violating
the Code of Conduct.

2) You're a guest relations manager at one of MHRIL's resorts, and you observe one of your
colleagues displaying discriminatory behaviour towards a guest based on their ethnicity. What should
you do?

A) Ignore the behaviour and hope it doesn't escalate further.

B) Confront your colleague publicly about their behaviour to address it immediately.

C) Document the incident and report it to HR or your supervisor, following company procedures.

D) Join your colleague in their behaviour to avoid conflict within the team.

3) You're a housekeeping supervisor, and you notice one of your team members taking supplies from
the inventory for personal use. What should you do?

A) Turn a blind eye to the situation to maintain harmony within the team.

B) Address the team member privately and warn them against such behaviour in the future.

C) Report the incident to your manager or HR, following company policies and procedures.

D) Confront the team member publicly to set an example for others.

Chapter 3: Workplace Behaviour

In this chapter, we outline our commitment to providing a workplace characterized by equal

opportunity, inclusivity, and fair treatment for all. We prioritize the well-being and welfare of our
employees above all else. Our commitment to providing a safe and healthy work environment is
unwavering. We firmly believe in equal opportunity for all, regardless of their background, and strive
to create a culture of inclusion and diversity. Fair and equal treatment is not just a policy; it's a
fundamental aspect of who we are as an organization.

Conduct Expectations from employees:

Maintaining a culture of respect and professionalism is paramount at MHRIL. Employees are

expected to conduct themselves with humility, courtesy, and respect at all times. Any form of
violence, bullying, or aggression is strictly prohibited, and possession of weapons is not tolerated
within our premises. Furthermore, indulging in intoxicating substances at work is not only against
company policy but also jeopardizes the safety and well-being of everyone in our workplace. Let us
understand this with the help of a scenario:

A manager notices that one of their team members is displaying signs of being under the influence of
alcohol during a client presentation. How should the manager handle this situation?

a) Ignore the behaviour and hope it doesn't impact the presentation.

b) Confront the team member publicly about their behaviour during the presentation.

c) Arrange for the team member to be escorted out discreetly and address the issue privately
afterward.

d) Join the team member in consuming alcohol to avoid embarrassing them.

If the learner clicks on c) - That’s correct! Indulging in intoxicating substances at work is not only
against company policy but also jeopardizes the safety and well-being of everyone in our workplace.

If the learner clicks on any other option- Oops! That’s incorrect. The correct answer is - Arrange for
the team member to be escorted out discreetly and address the issue privately afterward. Indulging
in intoxicating substances at work is not only against company policy but also jeopardizes the safety
and well-being of everyone in our workplace.

As we progress through the next modules, let's remain committed to upholding the principles of
integrity, accountability, and ethical conduct. Together, we can foster a culture where ethics are not
just a policy but a way of life.

With this we have come to the end of the module, I hope you now have better understanding of the
policy. Happy Learning!

Now let’s check your understanding with few case studies.

1) As a front desk receptionist, you receive a call from a guest who requests personal information
about another guest staying at the resort. What should you do?

A) Provide the requested information to accommodate the guest's request.

B) Politely refuse to disclose any personal information, citing privacy and confidentiality policies.

C) Share the information with the guest but inform your supervisor afterward.

D) Request permission from the guest whose information is being requested before disclosing any
details.

2) As a procurement manager, you are being promised a reward from a supplier in exchange of a
contract with MHRIL. What should you do?

A) Accept the deal as it's a common practice in the industry.

B) Reject the deal and proceed with awarding the contract based on merit.

C) Accept the deal but report the incident to your manager afterward.

D) Accept the deal but ensure it doesn't influence your decision-making process regarding the
contract