The Harmful Effects of Timbering

How does the role of politics and legislation that affect the timber industry today compare to that of a hundred years ago? In the early years of West Virginia†s statehood there was a government that tried to build it†s own identity. Starting out as an underdeveloped state that was rich in natural resources, there was an urgency to erect industry within West Virginia. Upon examination of West Virginia today, one can see the same desire to maintain and increase industry in the state. It is my belief that today, as well as a hundred years ago, the government views industry as it†s top priority versus state residents and the safety of the environment. I will now attempt to compare and contrast the role politics and legislation has played in the growth and development of the timber industry in the state of West Virginia for the last 100 years. In the early years of West Virginia statehood a definite emphasis was put on industrial growth. Before this industrial growth there was a revolution that took place. As a result of the Constitution of 1863, the law became more industry oriented and moved away from being a protector of philosophy and culture. Following the Constitution of 1872, there was a facilitation to allow the â€Å"transfer of land from smallholders to the coal and lumber companies (Lewis p.103-105).† One of the main goals in the early years of statehood in West Virginia was to establish a strong, striving capitalistic economy. However, their ideas on how to achieve this varied throughout the state. Should the state remain an agricultural society, or move to an industrial society? This struggle continued, and this is when the role government played in the economy was determined (Lewis p. 106). As the timber industry grew in West Virginia â€Å"lumbermen began to demand that the law help them to overcome their lack of capital so they could develop the state†s resources.† The greatest problem at this time was the lack of transportation. The government began to accommodate the timber industry. Corporations were given the right to dam streams or change their flow, with legal permission (Lewis p.107). Ronald Lewis, author of Transforming the Appalachian Countryside, writes that: Public subsidy to improve water transportation for lumber was never undertaken in West Virginia, especially in comparison to with the public assistance provided to railroads. The lumber industry during this period developed no giant corporations that could compare with the railroads, and so its ability to exert political power was comparatively limited. It was through indirect stimulus that the law promoted investment in the lumber industry, which conformed the theme of nineteenth century policy (Lewis p.108). The timber industry flourished through an â€Å"indirect stimulus† of breaks given and provided to the railroads. Legislators gave entrepreneurs many rights to assist with industrial growth, such as building dams across streams or changing the path of a stream, so long as it did not interfere with steamboats and other lumber companies. If a log washed up on someone†s personal property and they disturbed it within the first ten days, they were punishable by law (Lewis p.108). According to Ronald Lewis it is the belief of James Willard Hurst, a prominent legal scholar and I concur, that the government sided with business and exploited the people. There is enough evidence of court decisions and legislation that favors industry and business over the common man, to validate Hurst†s belief. The previous paragraphs depict an industry that thrived although it has slowed down somewhat in the last 100 years. Now, I am going to examine the timber industry in West Virginia today. My source will be Ken Ward†s articles that have appeared in the Charleston Gazette about the regulations imposed on the timber industry. Ward†s articles, in my opinion, are biased in favor of the timber industry. However, when writing upon a subject that is so controversial, it is nearly impossible to not show a bias. An examination of how things have changed, will not show a great deal. However, it is safe to say that more money changes hands today. Today there are more regulations, mostly where permits and licenses are concerned than 100 years ago. â€Å"Anyone who is conducting timber operations, purchasing timber, or buying logs for resale has to obtain a permit from the division of Forestry (Ward, State timbering law).† To attain and keep this license, applicants have to pay $50 a year. At every timber operation there has to be at least one person who has completed a certification course from the Division of Forestry. This person is trained in first aid, soil erosion prevention, and safe conduct of timbering (Ward, State timbering law). The Forestry Division is supposed to be notified within three days of any and all timbering operations. The notification should include the names of those who own the timber. There should also be included a sketch map of the location complete with roads used for the hauling and stream crossings (Ward, State timbering law). In Ken Ward†s article, †¦Critics say more rules are necessary, but backers say present law is sufficient, a Morgantown geologist, Richard diPretoro stated that he believes the timber industry is under-regulated, comparatively speaking. The coal industry, which is much bigger than timbering in West Virginia today, has much stricter regulations. Strip Miners have to return the land to previous contour when they are finished. Those in the timber industry can leave the land any way they so desire (Ward, Critics say more rules†¦). Loggers are supposed to follow a set of guidelines known as â€Å"best management practices.† These are a set of voluntary guidelines set up to protect the environment. Environmentalist would like to see regulations for the timber industry become more stringent. However, the director of the state Division of Forestry, Bill Maxey, feels that they have more regulations than they need. I†m not sure that Bill Maxey†s statement is free of prejudice, because the Division of Forestry is responsible for overseeing loggers and well as promoting the growth of wood product businesses. In my opinion, that would be conflict of interest. Many people interviewed in Ward†s article discuss how the environmental damage done by the coal industry is more harmful and will last longer than that of the timber industry. Joel Stopha, a wood products marketing specialist, states, â€Å"Poor timber harvesting practices will cause only a few years of water quality problems(Ward, Critics say more rules†¦).† We have the means to ensure that we have no water quality problems whatsoever. So, how does the role of politics and legislation compare in regards to the timber industry today to that of 100 years ago? I believe that the state government is still mainly focused on the growth of industry in West Virginia just as we were in the beginning of our statehood. Today we see more regulation in the form of different fees and licenses required. As with everything else in this world, things change. Of course, the timber industry is no different. However, other than the natural changes that occur, there really has not been a huge change in the fact that the state government still favors industry over the state residents and this is reflected in the way the state government is failing to enforce the laws that protect the bodies of water in this state by allowing the timber industry to contaminate bodies of water even if it is for â€Å"only a couple of years.†

Ethical Theory Frameworks in the Workplace Essay

Introduction This action plan will explore the effectiveness of numerous ethical theory frameworks and their application to ethical dilemmas in the workplace. A deeper analysis will be performed on ethical dilemma resolution and the specific ethical implications that may arise. Previous ethical dilemma Background The ethical dilemma that will be used for this action plan is the termination of employment for inappropriate behaviour via the use of social media. An apprentice made some inappropriate remarks on Facebook aimed at a work colleague (in a superior position) that were intended to be an attempt at humour however; they were taken by the colleague as offensive. The issue was quite concerning as there was no previous documented occurrence of this type of issue within the organisation and as such, the method of resolution was unclear by both management and staff members. The resolution was the termination of employment of the apprentice and the development of a much needed ‘staff social media policy’ that outlined what was deemed to be appropriate behaviour and how there was a link between social media and the organisation’s bullying and harassment policy. The victim who initially made the complaint felt mixed emotions regarding the outcome as he did not intend on such an extreme penalty to be handed down as the two were actually friends. The victim being a superior felt that if he had dealt with the  issue himself it may damage the friendship and result in tension in the workplace so therefore assumed if the matter was dealt with by an independent party the issue could be dealt with avoiding any damage to the friendship. The approach actually resulted in the matter being escalated and becoming quite an issue for the organisation. Ethical implications from the employee perspective Relationships form a fundamental key in effectiveness at work. The relationships formed with superiors, subordinates and colleagues alike can all impact productivity and general well-being in the workplace. An example of this may be one’s ability to discuss an issue with a colleague in an open and honest way without causing hostility. Another example may be approaching a superior about a delicate situation without feeling intimidated; or alternatively to reverse the situation, when a subordinate approaches a superior. McFarlin (2013, p.1) states ‘Many full-time employees spend more of their waking hours with co-workers than they do with their spouses and families. As such, it is important to allow employees the opportunity to build quality relationships with their co-workers’ and believes that quality relationships at work can lead to: improved teamwork, improved morale, higher employee retention rates and increased productivity. When employees are encouraged to build quality relationships, it can assist the collaborative process and can help overcome feelings of isolation, particularly for new members of a team. These quality relationships can ultimately provide a positive workplace where staff may work harder and feel connected to an organisation. There will always be times where relationships are tested, particularly when faced with ethical dilemmas, or when professional relationships potentially cross into personal relationships. While it is good to have a positive office space or working arrangement, it can possibly restrict the authority of a manager/supervisor if they are seen to be more of a friend than as a ‘boss’. Miksen (2013, p.1) believes that ‘whether you work part-time or are pushing 60 hours a week at your job, you should look at your co-workers as something more than strangers. Building personal relationships in the workplace allows you to work together more effectively with your co-workers and surrounds you with friends while clocked in’. This is a view that some managers and possibly most staff members would agree with. Patrick (2013, p.1) on the other hand, believes that relationships in the workplace should be strictly professional  rather than personal. It is fine to be personable to an extent however; workplace relationships should be guided by specific boundaries. Patrick (2013, p.1) states ‘abandoning parameters can create conflict, loss of respect and ev en embarrassment’ and offers the opinion that boundaries can often ‘firm’ up grey areas, clarify job descriptions, increase efficiency and make a workplace more productive. This is can be observed in most workplaces when staff members approach upper management or those in senior roles, as when put in comparison to the general discussions with colleagues and co-workers. It can be said that workplace relationships can be effective if there is an element of personal feeling involved however; specific guidelines should be set in order to maintain professional conduct. Zeiger (2014) believes that social media allows increased communication in the workplace and allows employees to build relationships which can be beneficial if managed effectively however; goes on to conclude: ‘Social networking has the ability to hurt employee relations within a company. Employees may send negative messages or harass one another through social networking sites and hinder their ability to work together’. This behaviour is a particularly difficult issue to manage as the consequences of one’s actions may not be fully understood via the use of social media due to the absence of immediate repercussions from one’s actions. Jung (2014) agrees: ‘the anonymity afforded online can bring out dark impulses that might otherwise be suppressed’. Regardless of any unknown consequences or understanding of one’s actions, the behaviour demonstrated in person or online has a close relationship to virtue ethical theory and the internal character of a person. Virtue ethics basically encompass moral judgement and provide a basis for which to develop one’s ethical decisions based on the individual’s internal character. Gowdy (2013) believes that virtue ethics is a classification within Normative Ethics that attempts to distinguish moral character, and to apply the moral character as a basis for one’s choices and actions’. Ultimately there has to be some accountability for one’s individual actions whether the consequences are fully understood or not. Herboso (2014) agrees and goes on to state: ‘Virtue ethics focuses on the idea that what we call good is not dependent on the actions we take (deontologicalism) nor the results of those actions (consequentialism), but instead focuses on the person that we are’. Ethical implications from the employer perspective Many employees believe that what happens outside of work is impartial to the conditions of employment however; the code of conduct for most organisations is in place to protect its employees and provide a safe environment for work. The effects of bullying in the workplace are known to be serious issues and legislation does exists to protect employees however; it is unclear as to what extents bullying may go to and the forms it may come in. The increasing demand for technology and use of social media means that employers’ responsibilities in regards to this issue will have to cater for a variety of issues. Caponecchia (2012) believes that online bullying is a particularly contentious workplace issue that is not fully understood and goes on to state: ‘There is sometimes reluctance in organisations to think about psychological hazards from within the risk management framework that they employ for all other hazards. Sometimes it is just a lack of awareness’. The fact that an employee lost his employment as a result of inappropriate social media use demonstrates how serious the organisation is taking this issue. What was unclear at the time (prior to any social media policy) was what the expectations were in terms of appropriate behaviour specifically relating to social media however; regardless of any policy the expectation of respect for colleagues is still there. The termination of employment appeared to be a harsh penalty given the context of the breach and the relationship between the colleagues however; it is in the best interest of an employer to set clear expectations on behaviour and what is deemed to be unacceptable. Employers are bound by legislation to protect employees from any type of bullying or harassment therefore the choice is limited and employers are forced to hand out harsh penalties for such acts. Brush (2014) agrees and goes on to state: ‘The duty placed on employers by work health and safety legislation to provide a healthy and safe working environment and safe systems of work imposes the responsibility on employers to ensure not only the physical health of their workers, but also their mental health. This includes ensuring that employees are not exposed to workplace bullying, harassment or discrimination’ Brush (2014) agrees that the anonymous nature of information and communication technology has created a difficult issue to manage that provides a very unfamiliar platform for  bullying and harassment in the workplace but nevertheless the aim of today’s information and communication technology is to improve the quality of modern life not impede it. Ethical dil emma resolution and ethical theory Resolution method The resolution method for the primary incident was to terminate the employment in order to set clear expectations for the consequences of future bullying and harassment breaches and expectations in terms of social media behaviour. While this was considered by many as quite an extreme measure the fact that expectations are now clearly set and the punishment is so severe, means there is no more confusion as to what is deemed appropriate or inappropriate online social media behaviour. Billikopf (2006) goes on to state ‘effective discipline can protect the organization, the supervisor who enforces the rules, and the subordinates subject to the same. Everyone suffers when there are mixed messages concerning misconduct and discipline’. The secondary action was to develop a clear social media policy that outlined what was deemed to be appropriate behaviour in terms of social media use and its correlation to the organisations bullying and harassment policy already in place. Weekes (2013) believes: ‘As social media becomes more and more a part of our daily lives, its effect on businesses is increasing. This is why it’s important to have a social media policy in place in your workplace. Even if your business doesn’t use social media – your employees might’. Edmond (2013) believes that social media policies are a crucial step in upholding the ethical conduct of a business though agrees that social media is a difficult platform to manage by stating: ‘Ultimately, sovereignty over social media identities rests on the individual. It is impossible to take control of an employee’s standing online, and employers should simply not attempt this. However, designing and implementing a strong social media policy can alleviate employers of legal ramifications, as well as ensure employees become aware of how their actions affect the company’. Ethical decision making Ingram (2014) offers a five step approach to ethica l decision making in the workplace detailed below: Step one: Create a code of ethics and consult it before making business decisions. Ingram (2014) states: ‘A formal code of ethics can help you and your employees make decisions more quickly by conforming to a set of rules to which everyone  agrees’. This is consistent with the organisational code of ethics, specifically regarding respect however; the expectations of social media behaviour were not explicitly detailed at the time of the resolution. Step two: Consider the effects of your decisions on all stakeholders. Ingram (2014) believes it is critical to understand the wider implications of decisions on all stakeholders affected. This is consistent with consequentialist theory and has particular value in this ethical dilemma where there are various layers involved in the issue such as: personal relationships, unclear expectations in terms of behaviour and unfavourable outcomes for all parties involved. Step three: Use industry regulations as a starting point when making decisions. Industry regulations such as legislation regarding workplace bullying and harassment may be important to consider in this example however; the context of the relationship pollutes the clarification of the issue in terms of the original action and the outcome of the resolution. Step four: Consult others when making decisions with widespread consequences. Ingram (2014) goes on to state: ‘Gaining a fresh perspective on your dilemma can help to shed light on possibilities and impacts of which you are unaware. You can ask for help in generating options and in choosing which option to pursue, or you can seek advice concerning an option that you have already chosen before implementing it’. This again reinforces the consequentialist theory relevance in this example and differs from the deontological approach. Step five: Review the results of your past business decisions, and learn from your mistakes. This final step is crucial for the ongoing success of ethical conduct in the workplace however; in this specific example there is some unfamiliarity regarding the social media platform. The future conduct of the business will definitely see some benefit from the clarification of the organisation’s stance of what is considered as social media bullying and harassment though this issue poses the argument that this resolution has created a ‘scape goat’ in order to set an organisational standard. May (2014) offers more comprehensive nine step guide to ethical decision making detailed below: Step one: Gather the facts May (2014) specifies not to make any assumptions as facts may be difficult to find because of the uncertainty often found around ethical issues. Step two: Define the ethical issues May (2014) states: ‘Don’t jump to solutions without first identifying the ethical issue(s) in the  situation, define the ethical basis for the issue you want to focus on and consider there may be multiple ethical issues – focus on one major one at a time’. Step three: Identify the affected parties (stakeholders) Consider multiple perspectives and consider not only the primary stakeholders but any indirect stakeholders. In this case the indirect stakeholder is actually the victim as the resolution handed down resulted in damaged friendship and increased tension in the workplace. Step four: Identify the consequences May (2014) states: ‘think about potential positive and negative consequences for affected parties by the decision’. This is consistent with consequentialist theory and reinforces the importance of consequentialist theory in contrast to deontological framework. Step five: Identify the obligations (principles, rights, justice) May (2014) believes: ‘Obligations should be thought of in terms of principles and rights involved. What obligations are created because of particular ethical principles you might use in the situation and what obligations are created because of the specific rights of the stakeholders’. Step six: Consider your character and integrity May (2014) states: ‘What decision would you come to based solely on character considerations?’ This aligns with virtue ethical theory and begins to form the concept that ethical resolutions or decision making should consider multiple ethical theory frameworks. Step seven: Think creatively about potential actions Ensure that you have not been unnecessarily ‘forced into a corner’ and consider that there may be other alternative solutions available. May (2014) offers the opinion: ‘If you have come up with solutions â€Å"a† and â€Å"b,† try to brainstorm and come up with a â€Å"c† solution that might satisfy the interests of the primary parties involved in the situation’. Step eight: Check your gut May (2014) goes on to state: ‘Even though the prior steps have argued for a highly rational process, it is always good to â€Å"check your gut.† Intuition is gaining credibility as a source for good decision making – knowing something is not right’. Step nine: Decide on the proper ethical action and be prepared to deal with opposing arguments. May (2014) believes that the consideration of potential actions based on the consequences, obligations, and character approaches are crucial elements in any ethical dilemma resolution which ultimately aligns  with consequentialist theory and the seemingly favourable ethical framework. Was the resolution ethical? The colleague that made a poor decision without fully understanding the consequences of his actions is left in an extremely unfortunate situation. The organisation did continue to assist the colleague continue his apprenticeship studies as a non-paid employee which demonstrates an understanding of the ethical implications as a result of the resolution however; there is still an amount of resentment from the apprentice regarding the outcome. Ingram (2014) offers the opinion in defence of organisations being forced to make harsh decisions: ‘If you have made and implemented a decision with questionable ethical implications, act quickly to resolve the matter by making restitution to everyone affected and work to counteract the decision’s effects’. The primary resolution to terminate is closely correlated with deontological ethics as the action is impartial to the consequences of the decision. Deontological moral systems are such that their moral principles are completely separated from any consequences, in this case the result of an employee becoming unemployed for the results of an action that was not fully understood. Cline (2014) offers a criticism in regards to deontological theory that ‘deontological moral systems do not readily allow for grey areas where the morality of an action is questionable. They are, rather, systems which are based upon absolutes — absolute principles and absolute conclusions. In real life, however, moral questions more often involve grey areas than absolute black & white choices. We typically have conflicting duties, interests, and issues that make things difficult’. Deontology teaches that an action is moral if it adheres to established rules however; these established rules are independent of any circumstantial influences. The fact that social media is a relatively new platform for bullying and harassment to present itself, so is the ‘grey’ in the matter in terms of applying deontological ethical theory for a resolution. This issue presents conflict between two categorical imperatives: duty to uphold justice against organisational policy and the duty and responsibilities as a friend. Deontology can be rationally justified in terms of morality however; in practice is problematic due to the rigidity of the theory and its inability to incorporate any variations relevant to the action. Consequentialism on the other hand, allows for decisions to be made in appropriation with the consequences of the action.  If a consequentialist ethical theory was applied to the issue, the best possible solution for all parties involved could be established. For instance, the victim of the issue may not have such mixed emotions regarding the harsh penalty and the implications of his friendship whilst the colleague could still maintain his employment whilst learning from his mistake. Virtue ethical theory teaches that internal moral character should guide behaviour regardless of the platform however; the fact that there is a disconnection between online behaviour and actual personal encounters presents an issue in the clarity of the issue. The colleague believed that the online behaviour was in the context of humour however the interpretation was taken quite seriously. It can be argued that if this were a face to face encounter the behaviour would be significantly different and the fact that social media is a relatively new platform without an organisational policy that details the expectations of employee behaviour, there were no grounds to determine the severity of the ethical issue. From the victim’s point of view there is major conflict with the resolution as the original escalation was intended to avoid any damage to the friendship and actually separate the personal relationship from the work colleague relationship however; the impact of the escalation resulted in an extremely unfavourable outcome for both parties involved. In deontological context the resolution was straight forward though in consequentialist context the consequences were not ideal for any party involved. Hartsell (2006) believes that the relationship between the parties involved in an ethical conflict is required to be taken into consideration for an effective resolution to be determined and goes on to state: ‘The nature of the relationship determines what is ethical, and the nature of the relationship may be properly determined only by open, voluntary negotiation. Openness involves honest disclosure of information, thoughts, and feelings about the issue at hand. Voluntariness involves the capacity to give or withhold consent for participation in the relationship and in the negotiation’. In contrast to the support of consequentialist theory Kokoski (2009) believes that: ‘Consequentiality – utilitarian ideology, which purports to bring about the greatest good for the greatest number of people, is insufficient for it operates from within a narrow landscape of particular instances and doesn’t consider – nor can it – how different situations are ultimately connected to each other in time or how  they are understood in relation to the persons that help bring them about’. From this statement it can be argued that there is some benefit in the consideration for the greatest good for the greatest number of people however; it is insufficient in isolation as an ethical framework to base decision making on. Kokoski (2009) concludes: ‘Consequentialism acknowledges moral values but maintains that it is never possible to formulate an absolute prohibition of particular kinds of behaviour which would be in conflict, in every circumstance and in every culture, with those values’. Murdarasi (2009) believes consequentialism and deontology are the two most important ethical theories, but their ways of deciding what is right are very different and goes on to state: ‘The main criticism of deontology is that it is selfish, a way of avoiding getting your hands dirty (in a moral sense) while still allowing terrible things to happen. The main criticism of consequentialism is that it would allow any action in pursuit of a good cause, even actions that most people would say were clearly morally wrong, such as torture, killing children, genocide, etc.’. This statement argues the relevance for the consideration of multiple ethical theories in any resolution process and that one e thical theory in isolation will be insufficient as a framework for which to base any ideology. Conclusion In summary, ethical dilemmas can be as complicated as the resolution process itself. A multitude of factors need to be considered before any effective resolution process can be handed down along with the consideration of secondary effects that a resolution process may have. Form the deontological point of view – what is right is right and what is wrong is wrong however; there are many factors that cloud this judgement. In this issue alone there is the consideration of the relationship between the two parties that needs to be considered in order to understand the context of the action so therefore; what is considered right and wrong could be a very fine line. In contrasting consequentialist theory – the action on social media was wrong however; the outcome of terminating one’s employment over what was actually considered to be a minor issue and the damage the resolution had on the friendship does not equate to the greatest good for the greatest number o f people. If either of the previously described resolution processes that align with consequentialist theory were followed then the outcome would have been far greater than what was actually delivered. The fact that social  media is a relatively new platform definitely makes the issue a very complicated one and this particular issue demonstrates that the implications of social media on ethical conduct today are yet to be fully understood. Ultimately when there is significant uncertainty regarding an issue, then the consequences of any resolution need to be fully considered rather than adopting a virtuous deontological framework to work within. References Bartol, K., Tein, M., Matthews, G., Sharma, B., Scott-Ladd, B. (2011). Management: A Pacific Rim focus. (6th Ed).NSW: McGraw Hill. Behnke, S. (2005). On being an ethical psychologist. American Psychological Association. Retrieved from http://www.apa.org/monitor/julaug05/ethics.aspx Billikopf, G. (2006). Employee Discipline & Termination. University of California. Retrieved from http://nature.berkeley.edu/ucce50/ag-labor/7labor/14.htm Brush, D. (2014). Cyberbullying – laws struggling to keep up with technology. CBP Lawyers. Retrieved from http://www.cbp.com.au/Publications/Cyberbullying-laws-struggling-to-keep-up-with-te Caponecchia, C. (2012). Shining a new light on bullying risk. The Conversation. Retrieved from http://theconversation.com/shining-a-new-light-on-bullying-risk-6653 Cline, A. (2014). Deontology and Ethics: What is Deontology, Deontological Ethics? About.com. Retrieved from http://atheism.about.com/od/ethicalsystems/a/Deontological.htm Cole, K. (2005). Management : Theory and practice. NSW: Pearson Education Australia. Edmond, C. (2013). Social media policies â€Å"critical† to workplaces. HC Online. Retrieved from http://www.hcamag.com/hr-news/social-media-policies-critical-to-workplaces-177646.aspx Gowdy, L.N. (2013). Virtue Ethics. Larry Neal Gowdy. Retrieved from http://www.ethicsmorals.com/ethicsvirtue.html Greeson, W. (2011). When Good Men Do Nothing. David Padfield. Retrieved from http://www.padfield.com/1997/goodmen.html Hartsell, B.D. (2006). A Model for Ethical Decision-Making: The Context of Ethics. Journal of Social Work Values & Ethics. Retrieved from http://www.jswvearchives.com/content/view/26/44/ Herboso, E. (2014). Plato’s Beliefs on Ethics. Demand Media. Retrieved from http://people.opposingviews.com/platos-beliefs-ethics-4672.html Ingram, D.

Thinking Outside The Box Essay

We live in the age of new technologies, in an age of rapid progress and every successful employer seeks to meet all the requirements of the present time namely control and improve the quality of services, to reduce execution time and be the best in the business, despite not less intelligent competitors. 1. What external factors were affecting UPS’s HR practices? How did UPS respond to these trends? Workers of the UPS has a responsible attitude towards the quality of their services. They daily take care about these services, and also prepare highly qualified specialists. One of the problems that they are facing is that a large number of people (baby-boomers) are close to retirement age. UPS has taken steps to be sure that they will have driver which will be ready for meeting the demand. The company staff is hiring and training some 25.000 drivers over the next five year to replace retiring Baby Boomers. Based upon the premise that younger drivers learn best by technology and hands on training, UPS has created several simulations and a videogames designed to aid in driver training. 2. Why is efficiency and safety so important to UPS? What role do the company’s industrial engineers play in how employees do their work? The answer lies in the amount of people and companies with which UPS operates. UPS sends more than 15m parcels in more than 200 countries every day. Because of competition (i.e. the U.S. Postal Service, DHL, and Federal Express), for UPS, it’s all about speed, accuracy, and safety. UPS must keep cost low and customer satisfaction high. To increase the productivity of drivers, UPS has used their industrial engineers to design more efficient routes, loading & unloading procedures, and employee policies to help get the most from their employees in the field. 3. What changes did the company make to its driver training program? In addition to learning the company’s ‘340 Methods,’ applicants play a videogame where they’re in the driver’s seat and must identify obstacles. From computer simulations, they move to â€Å"Clarksville,† a mock  village with miniature houses and faux businesses. There, they drive a real truck and â€Å"must successfully execute five deliveries in 19 minutes.† And, in the interest of safety and efficiency, trainees learn to carefully walk on ice with the slip and fall simulator. 4. What advantages and drawbacks do you see to this training approach for (a) the trainee and (b) the company? It appears that the use of simulations and the other new programs implemented by UPS would have good transfer to work the drivers would be doing in the field. This is an advantage for the trainee and the company. A potential disadvantage would be if the applicant was not familiar with new technology, such as computer games, or other forms of electronic learning. These applicants may be successful in the job, but may not show proficiency in training due to the technological nature of the training. For the company, such programs are expensive but that can be balanced by the benefit of having a better trained workforce.

Fair Trade Products Essay

Buying Fair Trade Products means buying a better future for everyone. While a cup of coffee may cost around $2. 00, less than $0. 50 goes to the farmers who planted, cultivated and harvested the beans that were ground to make that cup of coffee. $2. 00 is a cup of coffee for you and me but to the farmers in South America, $2. 00 can make the difference between how many meals the farmer and his family can eat. Buying fair trade products ensures that Jose and his children can have 3 square meals a day. Coffee farmers around the world earn less than the cost of producing that single cup of coffee and because of this inequality they are forced into a cycle of poverty and debt (Fridell, 2003). Even when the price of coffee increases in the world market, the coffee farmers are not the ones who benefit from this but the exploitative business men and middle men. The even more distressing fact is that this isn’t limited to coffee alone but also to other commodities such as tea, chocolate, cocoa, bananas, mangoes, grapes, apples and crafts. Nicholls, 2004). Support for Fair Trade Products means that these farmers are not forced in a cycle of poverty and debt. Fair Trade means that these farmers actually have a chance at getting a better future because Fair Trade provides funding, in the form of loans, and also provides technical training and education to these farmers. Yes I want to help, but what is Fair Trade? Fair Trade is a â€Å"trading partnership, based on dialogue, transparency and respect, that seeks greater equity in international trade. It contributes to sustainable development by offering better trading conditions to, and securing the rights of, marginalized producers and workers – especially in the South. Fair Trade organizations (backed by consumers) are engaged actively in supporting producers, awareness raising and in campaigning for changes in the rules and practice of conventional international trade† (European Fair Trade Association). What Fair Trade basically does is that ensures that the hard working farmers who grow these products are rewarded for their hard work and given the opportunity to build better futures for themselves and earn a ticket out of poverty. How can I make sure these Farmers get the benefits? With most of the countries pushing for free trade, the situation of these farmers will only get worse. Companies in search of lower expenses and higher profits will always look for the cheapest source even if it is at the expense of others. Supporting Fair Trade Products ensures that the farmers are able to reap the benefits of their hard work because producers who are part of Fair Trade are able to gain access to technical assistance and education as well as funding to encourage the growth of their farms and to improve the efficiency in production (Fridell, 2003). Global Impact of Fair Trade Fair Trade works. A study conducted by Loraine Ronchi of the Poverty Research Unit at the University of Sussex in 2002 shows that â€Å"in light of the coffee crisis of the early 1990s, fair trade can be said to have accomplished its goal of improving the returns to small producers and positively affecting their quality of life and the health of the organizations that represent them locally, nationally and beyond† (Ronchi, 2002). In seven case studies conducted by the Fair Trade Research Group at Colorado State University in 2003, it was shown that Fair Trade has â€Å"in a short time greatly improved the well-being of small-scale coffee farmers and their families†(Murray, 2003) . These studies found that there was greater access to credit and external development funding, greater access to training and enhanced ability to improve the quality of their coffee for producers under Fair Trade. Fair Trade certification guarantees not only fair prices, but also the principles of ethical purchasing, making sure that there are no labor violations by the companies and that there is a greater transparency throughout the supply chain (Ransom, 2001). There is no doubt that Fair Trade presents a viable solution to much of the worlds development problems and that continued support for Fair Trade products will transform the world into a better place for everyone to live in. Arguments against Fair Trade Those who argue that Fair Trade doesn’t work insist that Fair Trade just encourages inefficiency and makes these farmers dependent on subsidies that are given to them while those who are innovative and efficient are left to their own devises and even penalized (Redfern, 2002). This is a very myopic view of the problem because it assumes that everyone deals honestly and that the middle men do not take advantage of the producers. World Statistics show that during the period from 1970 to 2000, prices for many of the main agricultural exports of developing countries, such as sugar, cotton, cocoa and coffee fell by 30 to 60 percent (Agricultural Commodity Chains, Dependence and Poverty, 2004). This was due to the fact that there was no market intervention and the prices were left to the determination of market forces. The situation has only greatly improved due to the intervention done by Fair Trade as it has helped resurrect many ailing industries by spearheading the development of these industries through direct support of producers under Free Trade (Murray, 2003). It cannot therefore be argued that Fair Trade results in inefficiency in the production of these products. The argument of inefficiency is also weakened by a study conducted in 2005 on Bolivian Coffee Fair Trade Producers as it was shown that certification led to a positive impact on local coffee prices in Yungas not just on Fair Trade certified products but on all products as well (Eberhart, 2005). Yes, you. Even a student can make a difference in the world For every single pound of coffee purchased, Fair Trade ensures that the farmer gets a more substantial amount than he normally would without the benefit of Fair Trade. The extra $0. 50 that the farmer gets per pound of coffee that he sells goes a long way in a developing economy. Add to this the fact that by promoting and encouraging Fair Trade the farmer is able to secure loans and get much needed technical assistance and education, that single cup of coffee you purchase or that pound of coffee you buy, allows the farmer who planted, cultivated and harvested those grains to buy an extra pound of rice or corn and maybe even an extra meal. More Fair Trade Products on Campus If a single student can make a difference, then a whole campus can make a world of difference. There should be more support for Fair Trade Products. Coffee is not the only product that is currently being protected by Fair Trade. There are currently many other goods that are being protected by fair trade: tea, chocolate, cocoa, bananas, mangoes, grapes, apples, soccer balls, and crafts. The next time you go out and buy yourself a cup of coffee or decide to munch on an apple before class, remember that you can make a difference, you can give Jose and his family a better and brighter future. Remember Fair Trade.

Myths and Narratives: The Origin of the Humanities Essay

One thing I remember from when I was young, is Two little dicky birds sitting on a wall One called Peter, one called Paul, Fly away Peter, fly away Paul, Come back Peter, come back Paul. Two little caterpillars sitting on a leaf, One called Brian, one called Keith, Two little butterflies flying through the air One called Brenda, one called Blair. There actually is a distinction between reading a article and telling a story. Most mature individuals employed with young children will read publications and tales to the juvenile persons in their charge. Somehow, they appear to believe that it’s simpler – that the publication is a security bedding in case they overlook the story. But it is not – it’s a barrier. It inhibits the direct connection and communicate between bank clerk and listener – the most mighty device the storyteller has. Having enduring eye-contact with an assembly conceives a bond and togetherness and a engrossment on the article itself. If you have only ever read tales to young children, then trial telling a article and observe the difference. Storytelling is essential in a child’s development. We survive our survives through narrative and the quicker we can commence, the better. Storytelling opens higher channels of communication and rouses emotional, imaginative and linguistic development. It endorses participation and grows confidence and a sense of self-esteem. Storytelling encircles the juvenile with imaginative words, introduces unacquainted words in a narrative context, introduces narrative plan and sanctions youngsters to give voice to their have models in their have language. When they start to write, youngsters uncovered to storytelling will already, unconsciously, have the administers of plan and a advanced grasp of language. Working orally first will sanction them freedom from spelling and grammar. Children introduced to stories and stories read more basically and to a higher level. They will separate models, creations, plan and someone stories. Storytelling grows concentration and listening skills. Children can experience emotions through the safety of the story and can investigate worlds and instances into the open their have environment. Even the youngest juvenile has a story to tell. They are natural storytellers whether from experience, imagination or memory and commending them to tell their have and retell other stories endorses a sense of self-worth and esteem. Storytelling grows vitality of imagination. Through telling their have stories, youngsters learn to plan orally, to portion and listen to their peers and to exercise their have words with pride.

Historical aspects in the films The Downfall Movie; Days of Glory Essay

Historical aspects in the films The Downfall Movie; Days of Glory - Essay Example The researcher of this paper tells that as he watched the movie ‘The Downfall’, the idea hit him that throughout the period, Hitler was playing against his own people and officers. Admittedly, he wanted to do with his officers what Stalin did with higher order officers. Also, Hitler wanted to do away with the old and the unwanted. This went along with his plan of reconstructing Berlin. The evident dislike of Hitler for the civilians is visible throughout the movie. For example, he tells Speer in a scene â€Å"You know Speer, there is an advantage to those bombings.† This is so because in his words, â€Å"It is easier to clean up debris than to demolish everything ourselves†. Here, one can see a Hitler who claims that as the war is over, the reconstruction will be quick. As one moves ahead, one comes by more such instances. To illustrate, when Mohnke says that three million civilians have to be evacuated if there is no intention to make a deal with Americans , the response of Hitler is that they have to be cold as ice. That means, he is not intended to waste a moment in protecting the civilians. In his own words, â€Å"we can spend no energy on the so-called civilians†. When one remembers the scenes where 12-13 year olds fall prey to the Soviet fire as they promised to their Fuhrer, and the fact that Hitler is in no way intended to protect them, one realizes the fact that the only intention is a wipe out. To illustrate further, when Mohnke asks as to what will happen to women, children and the elderly if they are not evacuated, the response of Hitler is that there is no civilians in such a war. In addition, he states it clearly that if the war is lost, there is no matter in losing the people too. In other words, it becomes more than evident that Hitler is such a man who is sympathetic only towards two things; his dog and his lady secretaries. The rest all are just means to his end. However, when I watched the movie further, I was astonished to see that more provocative statements were in the pipeline. An example is his Operation Clausewitz which results in the evacuation of all offices from Berlin. Thus, Hitler uses Berlin as a front line city, and is not ready to take the civilians to safer places. He says â€Å"We would destroy them ourselves†, because according to him, â€Å"our people have become weak, and they have to die out.† When one sees the police officers killing old civilians alleging that they are traitors as they tried to escape from the front line, the fact becomes crystal clear; Hitler wanted to get rid of the old and the unwanted ones. In addition is the scene of old people abandoned in hospital along with hundreds of corpses. Moreover, the officers who betrayed him from the very beginning, according to Hitler, will pay for the treachery with their blood. That means, Hitler is very aware about the possible outcome and he wants to reconstruct. In total, it becomes evident that Hitler, at least in the movie, is not a leader of the people, but a man who does not possess even the slightest degree of care for his people. Instead, he is dreaming about a reconstruction of Berlin for which he wants to get rid of the old and the unworthy. For the purpose, he uses Berlin as a front line and makes people pay for their unworthiness. II. Days of Glory The film Days of Glory seems to be another film that depicts how the French treated the Africans during the period of colonization. The film concentrates on the way the soldiers from North Africa recruited into the French First Army are treated by their white counterparts. It seems to me that the westerners used the blacks as mere artifacts that can be used to meet their ends. To begin with, one can see that in the movie, many Berber men join the forces not for the love of France but to fulfill personal needs. To illustrate, Said is a goat herder who is forced to join the force for poverty, and Yassir is in need of boot y as it is necessary for his brother to marry. Similarly, Messaoud is

From onstructivism to social realism Research Paper

From onstructivism to social realism - Research Paper Example Constructivism was the final and most dominant movement of contemporary art to thrive in Russia in the 20th century. It developed immediately as the Bolsheviks came to supremacy in the Revolution of October 1917, and primarily it performed as a rod of lightning for the expectations and proposals of a lot of the highly developed Russian artists who propped up the goals of the revolution It took ideas from Futurism, Suprematism, and Cubism. However, at its core was an entirely novel approach to creating substances, one which sought after eliminating the conventional artistic interest with composition, and substitute it with structuring. Constructivism necessitated a cautious technological investigation of contemporary equipment, and it was expected that this analysis would in due course produce ideas that could be placed to make use of in mass creation, helping the ends of a contemporary, society of Communist. In due course, nevertheless, the pressure group broke down in attempting to make the evolution from the artist's studio to the industrial unit. A number of them went on to be adamant on the significance of abstract, systematic work and the significance of art by itself; these artistes had a key influence on thinning out Constructivism all over Europe. Some of them, in the interim, pushed on to a novel; however, transitory and unsatisfactory period referred to as Productivism, whereby artists operated in industry. Russian Constructivism was in turn down around the mid 1920s, partially a victim of the increased antagonism of Bolshevik's regime to avant-garde art. Nevertheless, it would carry on being a motivation for Western artists, upholding a pressure group known as International Constructivism which thrived in Germany around 1920s, and whose bequest carried on into the 1950s. Constructivism enlarged alongside with Suprematism, the two foremost contemporary forms of art to emerge out of Russia in the 20th century. However, different from Suprematism, whose interests with outline and notion time and again appeared tinged with spirituality, Constructivism steadfastly took on the novel societal and cultural progresses that emerged out of First World War and the Revolution in October 1917 (Haifa, 2009). Interested with the exploitation of ‘materials that are real in actual space’, the pressure group sought after to make use of art as an instrument for the ordinary commodity, a lot in line with the principles of Communists of the new regime in Russian. Many of the works of Russian Constructivists from this phase entailed schemes in architecture, internal and fashion design, earthenware, print and graphics. El Lissitzky was vital in thinning out Constructivism outside Russia. In 1922, he co-planned the Congress of Dusseldorf of Global Prolific Artists, in conjunction with Theo van Doesburg of the Dutch faction DeStijl, and Hans Richter and here the intercontinental Constructivist pressure group was legitimately established (Ki mmelman, 2009). The artists at the Congress in Dusseldorf publicized a proposal that asserted art as an "instrument of development," changing Constructivism into a representation of the contemporary era. Though the global interest group did not bring to light functionality, it stretched out on the initiative of art as an item, and made use of novel materials to bring to light progresses in equipment and industry. Germany turned out to be the hub of the novel interest group owing to the presence of El Lissitzky, who utilized time in Berlin operating on galleries at the Grosse Berliner Ausstellung and the Van Diemen Galerie in the commencement of 1920s. He also worked in partnership on a number of periodicals. Kurt Schwitters and Hans Arp were both engrossed to the contemporary, technical standards of Constructivism regardless of their participation in the more revolutionary interest group Dada. Lissitzky's forms of Proun also shaped the effort

Cancer Essay Example | Topics and Well Written Essays - 500 words - 1

Cancer - Essay Example However, in the recent times, the incidence of cancer has been on the rise (Dein, 2006, p. 35). There are various dietary, genetic, lifestyle related and environmental factors that could cause cancer (Dein, 2006, p. 35). Medical experts associate this trend with a range of factors such as pollution, smoking, stress, improper dietary choices, faulty lifestyles, substance abuse, genetics and the like, which negatively influence the cell division mechanisms in the body and lead to cancerous tumors in different human organs (Dein, 2006, p. 35). To put it in simple words, cancer happens to be an uncontrolled division of cells in an organism’s body (Weinberg, 1999, p. 1). In a healthy individual the division of body cells is systematic and controlled and facilitates many important body functions and physiological developments. However, in case this cell division gets uncontrolled, it may form a tumor, the name attributed to a mass of abnormal cells (Weinberg, 1999, p. 1). As cancero us tumors are composed of abnormal cells, they do not serve any healthy function in an organism’s body. Rather, an unobstructed growth of cancerous tumors obstructs the normal working of the healthy tissues and in extreme cases, if not checked through medical intervention, may cause death (Weinberg, 1999, p. 1). Cancers are caused by a variety of reasons or factors. They may infect any part or tissue in a body. Many a time cancers are caused by genetic disorders (Adrouny, 2002, p. 7).

Autobiographical reseach paper Essay Example | Topics and Well Written Essays - 1500 words

Autobiographical reseach paper - Essay Example It is one of the three counties that form the region of South Florida Metropolitan Area. One can see people of different race, color and culture merge in the pool of one single community, forming the community of Miami-Dade County. The variety of languages which are spoken throughout the county is reflection of this existing variety. The three official languages which are spoken are English, Spanish and Haitian Creole. Though besides these there are many other languages which can be heard while on the streets of the County, some of these are English, Spanish and Haitian Creole. Some of the other languages spoken are Brazilian, Portuguese, French, German, Hebrew, Italian and Russian. Most of the people speak other languages at home, and English outside. So the County has largest percentage of population who are bilingual or tri-lingual. . I feel very special being part of the community where there is so much diversity and acceptance, and almost no feeling of racial discrimination in h uman interaction within the society. (Miami, 2007) The community in which I live have a very historic date with the evidence of Native American settlement in the region as far back as 12, 000 years ago. The influence of the Tequesta people, who control much portion of the Southeastern Florida, is very evident. The cultural influence of hunting, fishing and gathering fruits and roots of the plants for food , is still very much part of practice, rather than being involved in agriculture. The Tequesta people have deep impact on the lifestyle of people residing, and have been credited with making the Miami Circle. Today this County can be said to have people representing from different countries and cultures like Argentineans, Bahamians, Brazilians, Canadians, Colombians, Cubans, Dominicans, French, Haitians, Hondurans, Jamaicans, Israelis, Italians, Mexicans, Nicaraguans, Russians,

Should Under God We Trust be taken off US currency Essay

Should Under God We Trust be taken off US currency - Essay Example It is then a bit troubling and awkward for the US treasury to continue to print money bills with the phrase â€Å"In God We Trust.† This essay provides arguments to the position that the US should eliminate the use of this phrase in the printing of future currency bills. To understand why the religious motto â€Å"In God We Trust† is utilized in the printing of money it is essential to look at the history of this event. The motto was first utilized right after the civil war in America to serve as a sign of peace and unity among U.S citizens who were separated by internal conflict and need a common reminder of higher being watching over the horrendous acts being committed in a war. At that time it may have been justified, but in modern times this religious connotation should have been eliminated a long time ago. If our education system prohibits the teaching of religion in our public school system, then why should our economic system openly promote religion through a slogan? The utilization of this slogan contradicts the official position of the US government of separating state and the church. President Theodore Roosevelt once expressed in a letter his position on the issue, â€Å"My own feeling in the matter is due to my firm conviction tha t to put such a motto on coins, or use it in any kindred manner, not only does no good but does positive harm, and in effect irreverence which comes dangerously close to sacrilege† (Procon, 2008). The utilization of this motto sets forth a precedent right before our eyes that discriminate against believer of other religions that are not Christian based. Since other religions such as Buddhism and Muslim do not believe in god, instead they refer to the almighty as Buddha or Allah. â€Å"In this nation that is suppose to be this beacon of religious liberty. What’s next? ‘In Jesus We Trust’ ’In Protestantism We Trust’ † (Newdow, 2006). The US government is taking an official stance in preference of Christians; when the

Nature Replaced by Electronics Research Paper Example | Topics and Well Written Essays - 1000 words

Nature Replaced by Electronics - Research Paper Example In the initial stages of life prior to incorporation of electricity, location was a big determinant when deciding on where to put up a home. Access to water points, preferably springs meant having milk that was cold, a cool watermelon in the summertime, and plenty of water to drink. A spring box could be constructed wherever a spring that is cool was located. Water would then run into it and be deep adequately to cover milk containers, butter, etc. All this was before the invention of electricity. Without the assistance of electronic devices, humankind would be at a distinct shortcoming. This report examines the state of the contemporary world, as had been impacted on by electronics while also assessing how the state of affairs used to be when nature was without electricity. It points out the significance electronics have on humankind’s lifestyle. This paper illustrates how electronics have greatly taken over the lives of humankind, doing away with the natural methods. Constru ctions of houses were done mostly in the valley, lower instead of hilltops for reasons such as cooling and heating. Air conditioners nor fans were neither available to provide the perfect breeze on a hot summertime period. Valleys provided the much required reprieve from the winter winds that were strong. Comparison to where homes are constructed presently, the forefathers would think this generation to have totally lost their seeing where homes are built currently. Bearing in mind there were no movie theaters, compact disk (CD) players, televisions, or computers in the ancient timeline, it is difficult to imagine whatever the generation then did for entertainment (General pg1). In the contemporary world, entertainment has gone to another great level. Influenced by the ever changing technology, entertainment has been defined by some major development. Such developments as higher definition (HD), 3D, etc. are some of the recent trends in the entertainment world. The electronic device s have been greatly incorporated in the humankind’s way of life. Sources of news and weather in the ancient era were not available, except may be for visiting neighbors who could deliver may be any information they could be having. The current generation has been gifted by the numerous electronic devices that have greatly made the relaying of information rather easy. Regardless of the distance and geographical locations, currently news and any other information transcends any borders, courtesy of these electronic devices. It would definitely be impossible typing this document if the electronic device on use currently for this work, were not available. Approximately each device in use in the day to day operations, have in them circuit boards and miniature transistors. Increasingly, supplementary equipment and devices possess some of the similar characteristics and capabilities. Laptops possess the similar general forms of memory as may be found in devices held by the hand such as PDAs and cell phones (Geier pg46). Most forms of equipment need memory to optimize their working. Focusing on the food preservation, in the former days, it was not easy undertaking this task. Such means as hanging food in the smokehouse for curing of such meals as meat, those methods have been overtaken by refrigerators. It is now easy in the contemporary world to preserve food for longer periods without it going bad. Generally electronics are tied into several different characteristics of humankind’

Huckleberry Finn or Uncle Tom Cabin Essay Example | Topics and Well Written Essays - 750 words

Huckleberry Finn or Uncle Tom Cabin - Essay Example ano)-to a slave trader. Although Emily Shelby despises such an idea as she had assured her maid that her child, in no way , would be sold; Emily's son, George Shelly (Thomas Fritsch), detests to see Tom leaving as he finds him as his great friend and guide. Eliza , on the first impression, appears to be a very weak woman.Eavesdropping on Mr. and Mrs. Shelby she comes to know aabout their plans to sell Tom and Harry, when she resolves to flee with her son. From the film it appears that Eliza's decision comes not from her courage or confidence not to bow down to injustice, but by her fear of losing her onlyliving child (she already lost two children owing to miscarriage). Next we see her leaving the house of Arthur and Eliza Emily Shelby that night, leaving a letter admitting guilt to her mistress. But why should she The answer is to be found in the novel which the film follows strictly. In the novel Stowe portrayed like Eliza, as an as the "ideal Christian"(Athena, 1995). Later critics have observed that Stowe's female characters are often " domestic cliches", weak rather than strong and realistic women(Lowance et al, 1994). Stowe's puritinical values show up in the novels final, overriding subject matter -- the search of the nature of Christinaity and how Christianity goes aginst slavery that also overshadows the film , the theme being most evident when we see Tom insisting St. Clare(O.W. Fisher) to "look away to Jesus" after the death of St. Clare's dearest daughter little Eva ( the white young girl whoTom saves fron drowing down Mississipi river while he is sold and placed on a boat sailing down the and with whom he befriends a young white girl. Augustine St.Clare, the grateful father of Eva, in return, Eva's father, buys Tom from the slave trader and takes him with the family to their home in New Orleans while Tom and Eva starts to come closer owing to the the deep Christian faith they both share). After Tom's death , waxing lyrical about Tom George Shelby, says, "What a thing it is to be a Christian.". Christianity as theme dominating over the novel makes the film appear like a lecture where women are always to be depicited as submissive and yeilding, carinng only to motherhood. Those women who are depicted as Villainous here, are the typse that donot conform to Christianity. For example, the wife of St.Clare (Eleonara Rossi-Drago). After St. Clare is gravely stabbed while trying to stop a fight intervening in a fight Mrs St.Clare breaks her late husband's promise and sells Tom at mart to a brutal plantation owner named Simon Legree( Herbert Lom).Legree , not an indigenous southerner but a relocated Yankee. This very act of Mrs St.Clare suggests that the film has the message that women , if not belonging to the meek, religious values teaching submissio can become ruthlessly cruel to counteract their male partners, in this case the good and sincere St.Clare. We also see

EWNJ Graduate Merit Award Program Scholarship Essay

EWNJ Graduate Merit Award Program - Scholarship Essay Example In fact, I am trying a lot to be on my own. Presently, I am doing two jobs for the purpose. I am working both as a Graduate Assistant and as an Accounting Assistant at Montclair State University, NJ. However, as the jobs are not highly paid, it is a bit difficult to meet my financial needs. In fact, I am an outgoing kind of person with good leadership skills. There are a number of activities to add to my credit during my studies. I did my own research paper named Financial IR Responsibility on Social Responsibility, unveiling how recession affected the performance of non-profit organizations and participated in NEBA Conference 2010 in Morristown, and it was appreciated. I am a member of many non-profit organizations too. I was a team leader of the 2011 Liver Walk in NJ, and as a part of the team, I work to raise money for American Liver Foundation. I never leave a chance to help others if possible. I am a member of Polish Student Organization and help Polish students to find suitable schools. I leave no stone unturned in my attempt to achieve my life ambition to have a secure job that is enough to support myself and my family. I am an Accounting Society Member at MSU. Despite my all these efforts and struggle, it has become necessary to look for financial assistance as my income does not seem sufficient to meet my financial needs.

Personal background Essay Example | Topics and Well Written Essays - 1000 words

Personal background - Essay Example Choosing to seek a career in business was a mistake. I have always found great satisfaction in helping, supporting and caring for others. I also am very curios about the medical field and have a desire to gain medical knowledge. After finishing my studies, I could see that a career in Business would not provide this but a career in Nursing would. Although I was aware that I did not want to pursue a career in Business, I did not want to end my studies as I am a very committed to finish in whatever I have started. This is why I finished school with a Business degree. Prior to studying Business, I gained four years of care experience in a nursing home for the elderly. This is where my love for caring and looking after vulnerable people developed. My people skills have significantly improved throughout my years working as a carer. I have gained excellent skills that help me communicate with people from diverse backgrounds and with people who have hearing or mental health disabilities. I have also gained experience in dealing with emotionally and physically demanding patients. A key skill in this process is observing behaviour change in patients. I believe I can transfer my experiences and skills in this area towards my Adult Nursing study. My role as a healthcare worker involved caring for people with ageing related illnesses such as neurodegenerative diseases, inflammatory diseases, joint illnesses and cancer. I was assigned to observe five service users as a nurse and key worker as well. I worked closely with health care professionals such as district nurses, general practitioners and social workers. My duties included writing out care plans, recording changes in needed care and interacting with the family members of the service user. These duties have given me essential skills in promoting privacy and dignity whilst enhancing independence for the service receiver. Giving excellent person-centered care has always been one of my highest priorities. Through my work , I have managed to obtain a NVQ 2 in health and social care and other certificates such as Recorded and Administered Medication, four day training in Dementia Care and five day training for End of Life Care. I have obtained these certificates while working as a carer and studying for my HND business degree at the same. I found this challenging to combine my study with full time work, however, it has made me realize that I am a determined individual who is keen to work hard in order to achieve my goals. I truly enjoy working as a carer and working with people. I believe that I will have the same affection when I become a nurse. I believe nursing is a form self-enrichment and inherently rewarding work. The reason why I want to progress further from health care worker to Nurse is because during my work, I always felt the need to take on more responsibilities and showed curiosity in gaining in-depth medical/healthcare knowledge. I am excited to begin studying in an Adult Nursing course and I will most definitely enjoy applying the theory learned in class. I have chosen the Adult Nursing BSc because I have the option to specialize in many different areas of healthcare, thus giving me a variety of choices when the course is completed. Adult Nursing is the ideal career choice for me as it enables me to study something that I am not only interested in but passionate about, ensuring that day in, day out, I will know that I have a career in which I can truly make a

Illustration Essay Example | Topics and Well Written Essays - 500 words

Illustration - Essay Example ctive equipment consists of a range of clothing and equipment, which is worn by workers, students, contractors and visitors to protect their bodies from workplace hazards. Personal protective equipment contains equipment for eyes, head, ears, breathing system, body, hands and arms and feet and legs and should be used for the protection of an individual against any hazardous situation. People working in a workplace make use of personal protective equipment to ensure their safety. Firemen use PPE, manufacturing laborers use PPE, students and scientists working at laboratories use PPE, people working at construction sites use PPE, doctors use PPE and many others use PPE for their safety from any risky situations. For different kinds of workers working at different places, different kind of safety equipment and clothing is used. Firemen wear costumes that secure them from extensive heats and burns, they also use goggles for the safety of their eyes so that their eyes don’t get injured because of the situations they are put in. There are also special helmets for the firemen that secure their heads from any injurious activity happening around them. The students working in laboratories with chemicals should put on the lab coats and gloves in order to work securely. There can be many chances of occurrence of some dangerous situation. For that time, they should be ready and should use the PPE designed for that purpose. With proper precautionary measures by using PPE, many hazards can be controlled. While entering a workplace, the workers should wear the PPE instructed for them in order to take suitable precautionary measures for any risky situation. The protective equipment is designed for the safety of its users and when it is used, it proves to be efficient. Generally, people consider protective equipment as a burden and try to avoid it but they should keep in mind that it is not a burden and should be used for their own safety. Some people also use half of the

Terrorism Essay Example | Topics and Well Written Essays - 1750 words - 1

Terrorism - Essay Example sider the motive of the Government for introducing such extreme measures and try to reach a conclusion as to whether the reaction of the Government is proportionate to the threat or whether the Government are using legislation as a tool to target minority sectors. The study will necessarily involve an analysis behind the circumstances of the arrests of suspects and offer an opinion as to whether the way in which the suspect was detained was necessary or whether the measures used were too extreme. This will involve an analysis of newspaper reports in relation to the manner of the arrest and will look at the outcome following the arrest. This will be particularly important in relation to those that are subsequently released without charge. This study will consider whether the Government has adopted the correct approach to the threat of terrorism or whether their actions could be regarded as too extreme. Chapter one will look at the definition of terrorism and will attempt to define acts that ought to be considered as acts of terrorism. Within this framework the study will consider the arrests of terrorist suspects and the circumstances behind these arrests. It is anticipated that this might reveal that in many cases the Government reaction to the threat of terrorism is too extreme. Chapter 2 will look at the reason for legislation in this area. This will involve an analysis of the 9/11 attack in the United States of America and the 7/7 attack in the United Kingdom. The research will then expand to examine the powers that have been given to the police through this legislation and will examine the legality of arrests that have occurred since the changes that have been introduced through legislation. In chapter 3 the study will examine the human rights aspect of the legislation and will pose the question as to whether the present legislation offends against the principles of the Human Rights Act. This will necessarily involve considering whether the fear of a

Modern Ethical Theories Essay Example | Topics and Well Written Essays - 750 words

Modern Ethical Theories - Essay Example It suggests that all our acts are motivated by our self interest. People act selfishly to promote happiness and foster their self interest. Thomas Hobbes, a believer of psychological egoism, emphasized that people are selfish unconsciously. They do things for their own interest or for their own survival. With this statement, it cancels its real essence if we talk about doing things for others. If we do things for other people, does it always means that we did it for our own interest That's the big argument now. According to Hinman, there are two interpretations about psychological egoism, it's either people act for selfishness or they act for their own interest. It may sound the same but between these two interpretations, there is a difference. It actually depends upon one's motive or the consequence the person gets doing things for other people. If we intend to do something good for other people, we did it because it satisfies us inside. It rarely happens for a person to act genuinely for it self. They even sometimes hide what's the real them. Instead, people act apparently in their self-interest. What is more vocal of a person is when it acts for a certain motive. The essence of psychological egoism cancels out when intentions comes in. It falsifies its real meaning if we consciously do something or intend something. If there are two interpretations of psychological egoism there are also two versions of ethi... l to promote one's good, it is essentially never moral not to do so-that is, there may be conditions in which the avoidance of personal interest may be a moral action. There are personal, individual, and universal ethical egoism. The first implies that a person does only his self interest and disregards the other person's behavior. The individual ethical egoism states that all people should serve my own interest and universal ethical egoism means that all persons should act exclusively for their self-interest. Among the three, the personal ethical egoism is the weakest. This kind of ethical egoism is not recommendable to others for what is important is your own interest. The strongest among the three is the universal ethical egoism. This states that you should only pursue your self-interest exclusively. Psychological egoism and ethical egoism is two different things. Psychological egoism emphasizes that human beings are selfish in nature. They don't notice it because it is subconscious. In contrast to this, ethical egoism is a kind of egoism which states that a person's action is done by the person's best self-interest. It may harm or benefit others. Ethical egoism is defined by an inherent desire to perform altruistic acts while psychological egoism is defined by inbuilt selfishness of all acts. Ethical egoism doctrines states that all persons must act to their own interest while the doctrines in psychological egoism stresses that a human's motivation of every voluntary action is a need for humans own happiness. The difference is between fact for psychological egoism and value for ethical egoism. With the two kinds of egoism we have there is a thin line between what is selfish and what self-interest is. We can say that humans are being selfish because we claim for

METABOLISM, Report on any two (2) classes of messengers, that interact Lab

METABOLISM, on any two (2) classes of messengers, that interact with each other, directly or indirectly, to alter the met - Lab Report Example When these glucose levels reach a high level, the pancreas will release insulin that stimulates tissues that are dependent on insulin to take up the excess glucose. Therefore, glucagon is one part of the feedback system, together with insulin, that stabilizes the levels of blood sugar. Glucagon is synthesized in the islets of langerhans by the alpha cells and secreted by the same cells. The islets of langerhans are found in the pancreas’ endocrinal portion and in man1. Glucagon is a peptide hormone with 29 amino acids, and generally, it acts to raise sugar levels present in the blood through promotion of glycogenolysis and gluconeogenesis, which refer to splitting of stored glycogen to glucose sub-units and formation of glucose respectively2. It exists as an inert holoenzyme, pro-glucagon, which is activated by pro-hormone convertase into glucagon. Glycogen is a polymer form of glucose that is similar to starch in plants and is stored in liver hepatocytes. These hepatocytes po ssess receptors for glucagon that bind the hormone. On binding of glucagon, the hepatocytes release glucose from the glycogen polymer released to the blood, for use by other cells through glycogenolysis. Simultaneously, glucagon also binds to hepatocytes and kidney cells and stimulates the synthesis of glucose through the process of gluconeogenesis. Through, shutting down the process of glycolysis, glucagon leads to the shunting of glycolytic intermediates to the reformation of glucose. The hormone also has a minimal on the human process of lipolysis. It appears that production of glucagon depends on the CNS, although the pathways that affect the production of glucagon are yet to be clearly defined. Glucagon dissociates soon after it binds onto the glucagon receptors since they change the configuration after activating cyclic adenosine monophosphate2. The free glucagon is dissociated in the blood by proteolytic enzymes. Cyclic adenosine monophosphate is a nucleoside phosphate, which acts as a second messenger and is of utmost importance in numerous processes in the human body. The messenger is formed from ATP, and the resultant molecule is used in signal transduction within the cell acting in the cyclic adenosine monophosphate dependent pathway3. Adenylate cyclase, which is found on the inner membrane’s inner surface, synthesizes cyclic adenosine monophosphate from the precursor molecule ATP. Adenylate cyclase enzyme undergoes activation through G-protein coupled receptors, whereas it is inhibited by inhibitory G-protein coupled receptors. Adenylate cyclase within the liver and in the muscles is more specific to glucagon than it is to adrenalin3. Cyclic adenosine monophosphate has one phosphate group that is bound to position three and position five of the sugar through two phosphate-ester linkages4. These linkages form a cyclic structure or a ring that is limited by residues of oxygen and phosphorous, as well as by the carbons at position three and fiv e. This explains why it is referred to as cyclic adenosine monophosphate. It is used for signal transductions within human cells for passing on the effects of hormones that cannot pass through the plasma membrane, such as the peptide hormone glucagon. Cyclic adenosine monophosphate is particularly involved in protein kinase activation. It also binds to ion channels and regulates their permeability. Some of

Shakespeare and His Tyrants Essay Example for Free

Shakespeare and His Tyrants Essay Do you know who any of these people are? Adolf Hitler, Saddam Hussein, Muammar al-Gaddafi or Osama Bin Laden? These men used their authority who exercised power oppressively or despotically. They are defined as tyrants. But even during William Shakespeare’s time there were similar men who terrorised countries. Shakespeare portrays tyrants so that they will always suffer the consequences for their terrible deeds. The most famous of his tyrants are Richard III and Macbeth. In his tragedy Macbeth the main character Macbeth was once a thane (a low-ranking nobleman) and a hero but a prophecy creates a powerful ambition within him for power which leads him to follow a dark path. He ascends the throne by murdering the king and also killed anyone who threatened to take him off the throne. His impending doom loomed over him when a man named Macduff fought Macbeth to avenge the death of his loved ones (who were killed under Macbeth’s order). Macbeth was beheaded in the fight. He was a doomed man at the start. He was prophesised to die at the hands of another man and this shows that tyrants will always suffer in the end. In popular culture tyrants similar to Macbeth are portrayed in remakes of plays, films and video games. A tyrant who was similar is Ulfric Stormcloak from Bethesda Game Studio’s game Skyrim. Ulfric Stormcloak was a Jarl (a chieftain) of the former capital of Skyrim. After learning ancient powers, he abused the knowledge by murdering the High King to take the throne. A war is waged to stop Ulfric. In the end Ulfric Stormcloak is beheaded in a siege on his fortress. This is very similar to Macbeth’s story because both of them are misled by their ambition for power which supports that Shakespeare has influenced the tyrants of popular culture. Richard III in the play of the same name is depicted as being deformed, self-absorbed and wanting nothing more than to gain power. His split personality developed his character. However his undoing and death occurred during a final duel with Richmond (later known as Henry VII of England) at the Battle of Bosworth Field. A tyrant comparable to Richard III is Queen Clementianna in the Snow White remake â€Å"Mirror Mirror†. The Queen is a very beautiful woman but she was narcissistic and cruel to her people. She believed that she was the rightful ruler of the land and orders the murder of Snow White (her step-daughter) which ultimately fails. The Queen talks in her spare time with her own mind (which is the mirror) except it is a much more wiser and younger version of herself. In the end she is foiled by Snow White and suffers her consequences for using dark powers against the King. She is transformed into a witch-like figure and Snow White rescues her long-lost father. Both of these tyrannical people are alike as they are both self-absorbed and deformed in many ways. They never have their happily ever after ending, lose their titles and are hushed away or killed (in Richard III’s case). This shows that tyrants always pay for their crimes. Unfortunately a small number of tyrants never suffer for the atrocious acts that they commit. This is outrageous as the wicked and selfish men and women of our society should suffer for their crimes. Shakespeare’s influence ranges from many popular topics such as love and violence but his portrayal of tyrants is cunningly similar to those of modern day culture. Would he have known that his view on tyrants was never going to change throughout the course of history? Who knows? But we will always know that tyrants were similar in both eras. Being a tyrant will lead to their own demise.

The Human Conceptualization of the State Essay Example for Free

The Human Conceptualization of the State Essay John Locke, in the Second Treatise of Civil Government, envisions a social contract in which individuals are naturally in a state of perfect freedom, in which they utilize objects as well as themselves as they desire; which is within the law of nature wherein all mankind was created, by God, equally. Therefore, all humans should be equal amongst fellow beings of the same species and rank without subordination or subjugation. However, Locke specifies that the exception is only when God designates one individual over another, giving that person undeniable right to be of the ruling â€Å"class†. This means that only persons, designated by God to be superior, are the sole individuals rightfully chosen to rule other beings of the same species. (Locke, Ch. II Sec. 4). In addition to this, he states that all people must treat others, of the same species and rank, with the same courtesies they would expect or desire for themselves (Locke, Ch. II Sec. 5). However, individuals are subject to uncontrollable liberty to make use of themselves as well as their possessions; in contrast, they are not at liberty to destroy themselves or a creature which they possess (Locke, Ch. II Sec. 6). Based on his ideal of the law of nature, all of mankind being equal, one is not at liberty to destroy another’s property, or cause damage to another’s health, liberty, or life. This is due to God’s ordinance over all human beings, in which they belong to him; as well as the fact that God is the only entity which can, or should, dictate the duration of one’s life (Locke, Ch. II Sec. 6). As a result, persons who violate the law of nature are subject to the punishment of that individual who was wronged; extending this not solely to punishment, but also reparation, in which the wrong doer must repay the plaintiff in some manner. In addition, being that when one person is wronged all of humanity is objectified; as a result, any persons whom wish to join the plaintiff’s punishment of the transgressor may do so. However, those persons may not join in the plaintiff’s reparation, as the plaintiff must be the only one to benefit (Locke, Ch. II Sec. 6, 7, 8). An established state, as Locke has put it, should not have the right to punish an individual who is alien to that nation state. However, mankind as a whole can and must punish those who violate the law of nature (Locke, Ch. II Sec.9). These punishments, in Locke’s opinion, should be death [including smaller infractions], due to the fact that any transgression against one man to another is not solely a violation of that singular person’s rights, but a violation of all of mankind’s rights. The goal of punishment being that it prevents others from committing similar crimes (Locke, Ch. II Sec. 11 12). Also, Locke feels that laws which are not based in the law of nature, but rather in self-interest and corruption, are common within the established countries’ governments (Locke, Ch.II Sec. 12). In the establishment of the state, Locke conveys the fact that [based on the law of nature] the rulers of said nations are not superior to the subjects which they rule over. A state is produced as a result of multiple men coming together in a desire to protect their property from the uncertain and cruel state of nature. This preservation results in a commonwealth wherein all of the individuals agree to make compromises to protect life, liberty, and property, resulting in the creation of a system of government and agreed upon laws. However, if a magistrate were to go beyond their duties given to them by the people, at which time they infringe upon others’ rights, they are committing tyranny; in response, the people must pursue anarchy to produce a ruler whom the populous benefits from (Lock, Ch. II Sec. 14; Ch. IV; Ch. VIII; Ch. IX Ch. XVIII). Thomas Hobbes, in the Leviathan, utilizes the metaphor of the state being an artificial human, and to fully understand all of mankind, we must only study one man [rather than all of humanity], which will bring the individual’s introspection to the clear origins of our thoughts, desires, and reasons (Hobbes, Intro.). Hobbes believed that what separated us, humans, from animals was our ability for thought, and through this process humans are able to look inward and discover the reasons behind the laws which humanity has set forth to govern ourselves (Hobbes, Ch. IV). Hobbes believed that the causation for the development of the state was that of fear, which saved human life, by allowing our species to thrive in a commonwealth which benefits all whom take part in it (Hobbes, Ch.XIII). The Law of Nature, which must be discovered through reason, describes a situation which can be paralleled to the â€Å"survival of the fittest† scenario. This is due to its condemnation of destruction of human life, but self-preservation as the ultimate law which governs all of humanity’s actions; though the faculty which Hobbes utilizes, aforementioned fear, can only be solaced through a pursuit of peace, both internally as well as externally (Hobbes, Ch. XIV). This pursuit led humans to seek out an establishment which could ease their fears, which ensued with the eventual conceptualization of the state. On the other hand, Hobbes discusses that though human beings must pursue peace, as required by the laws of nature, our species is also victim to the natural hunger for power, which endeavors to destroy the foundations of a cohesive, effective state (Hobbes, Ch.XVII). Works Cited Hobbes, Thomas. 1660 The Leviathan. Oregon State University. N. p. , n. d. Web. 22 Jan 2013. http://oregonstate. edu/instruct/phl302/texts/hobbes/leviathan-contents. html. Locke, John. 1690 The Second Treatise of Civil Government. Oregon State University. N. p. , n. d. Web. 22 Jan 2013. http://oregonstate. edu/instruct/phl302/texts/locke/locke2/2nd-contents. html.

Brief Description Of The Negative Service Encounter Marketing Essay

Brief Description Of The Negative Service Encounter Marketing Essay In recent times call centres play a vital role in the service chain. Further they are the first point of contact for the customers. This invariably means that performance management is of prime importance to organisations with special focus on customer satisfaction. If organisations are not successful in providing value to their consumers, there will a long term loss for the stakeholders and so it is vital to pay full attention to them and adopt strategies to improve upon the services provided. In this report the way organisations rationalise and manage customer satisfaction in a call centre setting is explored. Out of many things revealed it is crucial to note that current measures of performance are often counter-productive to reaching customer satisfaction. An attempt has been made to review customers purchasing, its after sale services and other related factors through which they feel satisfied and follow it up with recommendations to improve the same. Many call centres consider that operating procedures such as call extent are pointers of customer satisfaction Evidence indicates that they are not; they are only measures of proficiency, which in turn is seen as basis of commercial performance. Most call centres seem to miss the important link between employee satisfaction, service quality, customer satisfaction, and profitability. Formal Introduction: The Saudi Telecomminicaiton (STC) group offers mobile network, fixed land line and broadband communications facilities to more than millions of customers across the world. In the last few years, STC underwent a massive expansion plan across the world. Further, it formed a network of businesses and investments in a number of countries including Asia and Africa. Out of many international customers it has its presence in Kuwait, India, Indonesia, Malaysia, Turkey, South Africa and Bahrain. Background: STC services are divided into three broad categories: Jawal (mobile network), Kitaf (landline  network), and  Internet services. Call centres are changing the way companies communicate with customers and are a strategic asset in delivering exceptional service quality. Companies that focus on customer loyalty are increasingly using their centres to differentiate their product or service offering and drive customer satisfaction. (Miciak et al, 2001) STC  is the only provider for telephone lines in  Saudi Arabia. For this reason customers have to pay two fees, one to  STC  for activation of the  ADSL  service across the telephone line, and a second to an  ISP  to provide Internet service across the  ADSL  line.  STC  has been highly criticized for their service in providing  ADSL  access as customers had to wait many months to receive ADSL service on their phone lines. Out of the many reasons considered for their service being unpopular the major reasons are the excessively expensive prices and unable low-quality service. In few countries its services have been refused due to lack of experience, unprofessional staff, and outdated usage of equipment. Module 4: It is important to have an extraordinary customer service to materialise a deal. When customers are not made to feel important, welcomed or wanted they would not prefer to invest their time and money into a product. This requires a good knoweldge of correct forms of customer service and detail knoweldge of service marketing. It seems as though the lack of good customer service in the telecommunications industry is leading to people withdrawing from purchases and contracts.  Ã‚  The youth are more likely to leave their service providers behind, compared to older customers who are more set in their service provider ways.  However with the upsurge of social media and improved consumer awareness, the cost of customer frustration is sizeable. Parameters to judge the customer satisfaction in the above case. The figure clearly depicts the customer expectation in terms of service offerings. It shows the parameters on which the customer bases the services and these are the major fail points where the organisations is not able to stand up to the customers expectations. The lesson is clear. In order to turn first time customers into repeat customers and repeat customers into lifetime customers, you need to ensure every call is handled efficiently and politely. You need to be different-and better-than the average contact center today. Brief description of the negative service encounter While recalling the service of STC it is disappointing to state that the waiting time was over the phone was too long and at times the maintenance problem would take more than 24 hours to resolve. The complaints used to pass through a long hierarchy. Travellers used to suffer a lot due to bad connectivity and most of the time the connectivity used to be very weak. No satisfactory explanation was provided of new services when a customer gives a call, instead he is directed to check it online. Module 5: Customer service is perceived as most important, even more important than product value while deciding on customer loyalty and behaviour while making a purchase. Customer service is, indeed, more important than perceived product value in predicting customer loyalty, the amount of money spent in the visit and the range of products purchased (Leung,2006). In this case the price of the services was not declared properly and many times the bill used to have many hidden charges. The invoice that used to come at the end of the month was far beyond the actual usage. The value of a product reflects the owner(s)/buyer(s) desire to retain or obtain a product. An individuals level of desire to retain or obtain a product depends on how much the product details and/or its performance agree with the value system of the individual (Neap, 1999) However the customers were quite annoyed since the service did not match its value outcome. Module 6: An IMC strategy comprises carefully merging and synchronizing the various fundamentals and tools of the communications mix to convey a clear and reliable message. (Hoffman et al, 2010, pp.169) In this case the organisation promised too much than they could deliver and and raised the expectations to unrealistic level. It should improve upon its communication pattern, which can be done through Module 7: An organisations exterior appearance, interior design and othe tangibles objects create a compendium that surrounds the service. (Hoffman et al, 2010, pp.201) The service scapes directly influence the organisms behaviour. Remote, self-service, the service settings ambience, overall expectations and emotional and mental state to moderators and environment are the major factors of it. However there was total neglect of sensory cues in this case. The organisation had not changed its interior and exterior design since last many years and the furniture and fittings looked very old and out-dated. Even the entrance gate was cluttered and the main board was rusted and not even painted properly. Module 8 The boundary spanning personnel are also the organisations personal representatives. They accumulate material from the surrounding and transfer it back into the organisation, and they also communicate with the environment on behalf of the organisation. ((Hoffman et al, 2010, pp.232) Role, client and interclient conflicts are the main sources of struggle. A service organisation must satisfy its workforces in order for customer satisfaction to become a unfailing reality and the venture made in this will surely pay off. The contingencies which managers should rate to their service organisations depends on the its business strategy, technology, its tie with the customers, the environment of the business and the type of leadership. The main characteristics of service leader are that they lead by example and inspire their service employees to deliver high levels of customer service. Service leaders are enthusiastic about doing the service right the first time. They value the goal of zero deficiencies, motivated continually to improve the consistency of service. (Zeithmal et al, 1990, pp.15) Module 9: The service encounter was not satisfactory in the above case due to the hindrance by the consumers in the exchange process. They were not effectively managed because the relationships were unhealthy due to long waits and dissatisfaction in compliant solving. Eight principles of waiting are given to minimize the customers frustrations related to long waits. A customers degree of satisfaction with waiting or with the service received in its whole is reliant on on the actual performance of the delivery system, the customers anticipations regarding that performance and the customers sensitivity of the service encounter.  (Mark M. Davis, Janelle Heineke, pp.21 34, 1994) The ultimate way to handle difficult customers as stated by Peppers Rogers is through exceptionality. Every relationship is different. The organisation must be prepared to participate in different exchanges, remember different accounts and engage in different behaviours towards different customers. (Peppers D Rogers M., Managing Customer Relationships: A Strategic Framework, pp.56, 2004) Recommendations: For delivering customer service it is increasingly important to focus on Call Centre performance. The performance should not be judged in isolation from the whole organisation. It is vital to note that they are not disconnected procedures with an unsociable mission of bringing down costs. They form a fundamental part in delivering of services and contribute to the value chain. Therefore, the performance measures of call centres need to reflect the strategic direction of the entire organisation. A more balanced approach to measuring performance based on strategic objectives is valuable, especially if visual representations of service delivery and value creation are used. This facilitates easy communication of overall performance and puts productivity aims in consideration. Best practice seems to lead and the following areas of performance as well as their consumer satisfaction increases when companies meet four key needs: proficiency, suitability, positive commitment and customization.   The following measures help to track quality of call centre service. (Feinberg et al, 2000) At the outset by reducing the average speed of answer, followed by the time caller is in the line for answer. Subsequently the percentage of callers or abandoned the call prior to answer should be analysed. Further the average work time after call needs to be speeded. The service for customers who receive call block message may also be improved. Lastly the organisation needs to develop a professional attitude in its functioning and make the customers feel appreciated.