这个案例研究详细介绍了如何以及为什么整合讲故事,同理心,包容性实践改变了QSuper,澳大利亚一家大型金融机构,从最低意识到道德意识,然后是向土著客户提供服务的道德能力。在皇家委员会对银行业的不当行为进行调查期间,退休金,和金融服务业,QSuper因其在土著客户中的出色服务而受到认可(Hayne,中期报告:皇家委员会对银行业的不当行为,养老金和金融服务行业,第一卷.澳大利亚联邦,2018年;会议记录,8月13日,澳大利亚联邦,2018)。这一立场与其他金融组织无法访问的服务产品形成鲜明对比,在其他金融组织中,一些人使用掠夺性做法向澳大利亚原住民出售不道德的金融产品(海恩,中期报告:皇家委员会对银行业的不当行为,养老金和金融服务行业,第一卷.澳大利亚联邦,2018;海恩,最终报告:皇家委员会对银行业的不当行为,养老金和金融服务行业,第一卷.澳大利亚联邦,2019a)。从偏远社区的拜访客户和其他涉及包容性实践的有意义的活动中获得的故事讲述,以促进金融中的道德决策与标准的功能主义金融方法(Schinckus,IntRevFinanc肛交40:103-106,2015)。QSuper内部提出了两个富有同情心的问题,以补充讲故事的内容,是:“客户做什么是正确的事情?”和“如果这是我的母亲,我会有什么感觉?”基于委员会发现,49万名财务人员中的许多人不知道如何为脆弱的客户提供道德服务,对道德能力的现实进行探索是很重要的,特别是偏远的土著客户(澳大利亚统计局。劳动力,澳大利亚,detailed.ABS。检索自https://www。abs.gov.非盟/统计/劳工/就业和失业/劳动力-澳大利亚-详细/最新发布,2021年;海恩,最终报告:皇家委员会对银行业的不当行为,养老金和金融服务行业,第一卷.澳大利亚联邦,2019a)。此外,关于土著讲故事在提高金融业道德意识方面的作用的文献很少,这被发现可以带来更好的道德结果。
This case study details how and why integrating storytelling, empathy, and inclusive practice shifted QSuper, a large Australian finance organisation, from minimal awareness to moral awareness then moral capability in the delivery of services to Indigenous customers. During the Royal Commission into Misconduct in the Banking, Superannuation, and Financial Services Industry, QSuper were recognised for their exemplary service with Indigenous customers (Hayne, Interim report: Royal commission into misconduct in the banking, superannuation and financial services industry, Volume 1. Commonwealth of Australia, 2018; Transcript of Proceedings, 13 August, Commonwealth of Australia, 2018). This position was in stark contrast to the inaccessible service offerings of other financial organisations where some used predatory practices to sell unethical financial products to Indigenous Australians (Hayne, Interim report: Royal commission into misconduct in the banking, superannuation and financial services industry, Volume 1. Commonwealth of Australia, 2018; Hayne, Final report: Royal commission into misconduct in the banking, superannuation and financial services industry, Volume 1. Commonwealth of Australia, 2019a). Storytelling garned from visiting customers in remote communities and other meaningful activities involving inclusive practice to facilitate ethical decision-making in finance is different to standard functionalist finance approaches (Schinckus, Int Rev Financ Anal 40:103-106, 2015). Two empathetic questions asked within QSuper complementing the storytelling, were: \"What is the right thing to do by the customer?\" and \"How would I feel if this were my mother?\" Exploration into the lived reality of moral capacity is important based on the Commission finding many of the 490,000 finance staff do not know how to provide ethical services to vulnerable customers, in particular remote Indigenous customers (Australian Bureau of Statistics. Labour force, Australia, detailed. ABS. Retrieved from https://www.abs.gov.au/statistics/labour/employment-and-unemployment/labour-force-australia-detailed/latest-release, 2021; Hayne, Final report: Royal commission into misconduct in the banking, superannuation and financial services industry, Volume 1. Commonwealth of Australia, 2019a). Furthermore, there is minimal literature on the role of Indigenous storytelling to heighten moral awareness in the finance industry which was found to lead to better ethical outcomes.